Marcus A. Story, CCXP, CFDM

Experience

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  The Walt Disney Company

  Aug 2004 - Jan 2005

  Front Office Operations Intern, Pop Century Resort
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  Radisson Hotel Group

  Jan 2005 - Jul 2005

  Front Desk Representative
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  Holiday Inn Express

  Jul 2005 - Jun 2007

  Front Office Supervisor
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  Crowne Plaza® Hotels & Resorts

  Jun 2007 - Sept 2008

  Assistant Guest Services Manager
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  Custom Hotel

  Sept 2008 - May 2010

  Front Office Manager
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  The Queen Mary

  May 2010 - Jun 2012

  Director Of Rooms

  Recruited to breathe new life into stagnant hotel, retail, parking, and attractions operations, build sustainable, profitable business strategies, and increase customer satisfaction. Developed and managed $11M annual budget and staffing guidelines for up to 700 seasonal employees. Completed monthly P&L reviews, executive summary and 90-day forecasting for all hotel units.• Fueled game-changing revenue increase within first month by introducing hotel’s first multi-tier-level room segmentation, pre-arrival online deluxe room booking option, and an incentivized front desk upgrade program. • Grew Tripadvisor overall rating from 3.4 to 4.1 starts within first year by restructuring hotel leadership, instituting new service KPI goals for all departments, and introducing incentive programs for all front of the house associates. • Increased annual gross parking revenue 7% through automation and redeploying lot attendants. • Managed two separate collective bargaining agreements. Show less

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  Delaware North

  Jun 2012 - now

  Director of Customer Experience

  » Recruited to bring up to and/or surpass industry, AAA, and Forbes Diamond standards for lodging, travel, retail, and sports locations worldwide, including direct responsibilities for 32 U.S. and 12 UK lodging facilities, iconic tourist attractions, notable sports/events stadiums, and fine dining restaurants. Directed customer experience (CX) platform and implementation of brand standards and monitored quality assurance (QA) for cross-cultural teams.» Delaware North Progression/Promotions• 2012: U.S. Lodging, Attractions, Retail, Sports• 2016: Corporate IT PM for all CX Systems• 2020: European Division Business Partner» Transformed antiquated Voice of Customer (VoC) program worldwide.• Improved overall customer satisfaction score 11 points.• Increased positive site scores and online reputation reviews on Google, Yelp, and Tripadvisor.» Unlocked new opportunities for improving customer satisfaction and loyalty through technology and automation.• Reduced front-desk traffic during departure up to 45% enterprise-wide by partnering with Zingle to develop first-of-its-kind technology in hotel industry.» Spearheaded and led cross-divisional standardization program through development, design, and deployment of double-digit cost-saving guest-room improvement project.• Slashed per room operating supplies cost by nearly 25% across all divisional parks, resorts, and gaming hotels through design and implementation of GreenPath Sustainability messaging package.» Turned around expensive, ineffective classroom-based training riddled with inconsistent messaging.• Realized 10-point improvement in overall service-quality audit scores within first year.» Chosen as thought leader and SME to establish, run, and/or manage critical corporate or divisional initiatives.• Appointed to pivotal committee role responsible for complete overhaul of brand standards.• Developed, ran, and managed corporate recognition and rewards program. Show less