Luke Duggan

Luke Duggan Malta, NY - --Accomplished goal oriented professional with a diversified background in operations / leadership and an expertise in business development / engagement SUMMARY OF QUALIFICATIONS ● Developed, implemented and monitored a progressive template that was successful in delivering / measuring the impact of learning solutions ● Installed cost effective operational protocols designed to improve operations while increasing ROI ● Managed / Coordinated the distribution of workflow to both on-site and off-site staff ● Established training programs designed to foster ongoing staff development ● Implemented in-house procedures for handling confidential and time sensitive documents ● Received multiple corporate achievement, leadership and performance-based awards SKILLS ● ● ● ● ● Organizational Training Staff Development Collaborative Leadership Emotional Intelligence Empowerment ● ● ● ● ● Operations Business Development Hospitality Management Customer Service Strategic Planning ● ● ● ● Project Management Point of Sale Systems Property Management Property Management Software PROFESSIONAL EXPERIENCE Richbell Capital, Saratoga Springs, NY Director of Property Management 11/2012 - 2/2019 ● Developed an organizational initiative to reduce turnover and foster internal growth / progression ● Implemented online and classroom training sessions designed to improve team functionality ● Coordinated with leadership team to identify talent needs, onboarding and day-to-day coaching ● Assisted in developing and implementing performance based evaluations, employee handbook, job descriptions and an operational guide ● Provided inspiration to each team increasing resident retention by 13% ● Analyzed existing business decisions and long-range objectives that improved profitability ● Developed a cross-functional operational directive between operations and logistics to maintain the property value of each asset Richbell Capital, Saratoga Springs, NY General Manager 4/2012 - 11/2012 ● Managed complex projects and exceeded all financial goals prior to scheduled renovation ● Identified strategies that provided value added solutions that aligned with operations ● Improved productivity by developing programs to motivate and empower staff ● Developed / Cultivated a positive relationship with hotel guests, community members and vendors ● Worked with veteran staff to instill superior customer service protocols that fostered repeat business that aligned with business goals Hyatt Regency Cincinnati, Cincinnati, OH Food and Beverage Director 3/2010 - 1/2012 ● Implemented, managed and monitored operational procedures that were instrumental in achieving forecasted annual revenues of $5.5 million, while reducing overhead ● Identified educational, training and individual development opportunities for a division that consistently improved internal and external guest satisfaction scores Hyatt Regency Convention Center, Denver, CO Assistant Food and Beverage Director 1/2008 - 2/2010 ● Initiated and implemented management incentive programs that exceeded division goals ● Motivated 30 managers and 200 staff to consistently deliver extraordinary customer service ● Prepared annual and monthly forecasting to achieve divisional goals ● Direct oversight of food and beverage departments that exceeded $25 million in annual sales VOLUNTEER EXPERIENCE Tech Valley YPN, ​Executive Mentorship Program Regional Food Bank of Northeastern New York Ballston Area Recreation Commission 2017 - Present 2016 - Present 2012 - Present ADDITIONAL SKILLS ● Yardi management software ● Microsoft Office (Outlook, Word, Excel, PowerPoint) ● Google Drive / Google Docs / Slides ● Adobe PDF EDUCATION Bachelor of Science​, Hotel, Restaurant and Institutional Management Johnson & Wales University, Providence, R.I.