James H. Jackson
13809 Vanowen Street, Los Angeles, CA 91405
(E) jameshjackson@gmail.com (M) 213.840.4114 (F) 310.362-0439
jameshjackson.info
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QUALIFICATIONS
"The ability to assume a high level of independent responsibility, synthesize complex written and numerical information,
identify issues and summarize factual information extremely well; to possess extraordinary energy and the ability to
consistently produce a high volume of quality work in a timely way." -R. Campbell, FOM/FCP
WORK
HISTORY
Fairmont Olympic Hotel
(450 Rooms 5 Diamond/4 Star)
Front Office Manager
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Seattle, WA
May 2006 – December 2007
Achieved and Maintained a “#1” Ranking in the Brand in “Speed of Checkin, Helpfulness of Front Desk, Knowledge
of Front Desk, and Speed of Checkout” by JD Powers and Associates.
Achieved a 20% Improvement in 2006 Employee Engagement Survey over Previous year for Front Desk and PBX
Communications
Achieved the two highest scores (296,286) in AAA 5 Diamond Grading in the 24 Year History of Hotel.
Achieved 15% Increase in Ritchie Benchmarking Standards over previous year. (Best in Brand).
Achieved an annual labor productivity (number hrs worked verse occupancy) 2% better than forecast and budget.
Responsibilities included managing labor, hiring, training, coach/counseling, payroll, scheduling.
Le Merigot Beach Hotel and Spa - A JW Marriott
Santa Monica, CA
(175 Rooms 4 Star/4 Diamond)
August 2005 – May 2006
Front Office Manager
 Developed and implemented a broad spectrum of control systems, reporting standards, training systems, and
customer profiling systems that turned around this Luxury 4 Star/4 Diamond JW Marriott Property from declining GSS
scores.
 Achieved #1 ranking in GSS scores in Corporate Set and #15 in Western Region of 337 properties within first 6
months of hire.
 Developed and created custom web-reporting software/system that enabled Rooms Division colleagues to
communicate about guest issues in real time. This program also was used for real time training, and lost and found
items of which were searchable by internet.
 Responsible for Hiring and Training Room Division colleagues and managing Room Division departments. (Front
Desk, Concierge, Valet, PBX, Guest Services, and Night Audit).
 Responsible for Payroll and Scheduling.
 Responsible for Coach and Counseling Room Division colleagues and terminating if necessary.
 Assisted in the training of all staff including Executives with Marriot Standards.
 Assisted in research, buying, and set-up of key technological components and upgrades of which streamlined
information and increased worker productivity.
The Wilshire Grand Hotel
Downtown Los Angeles, CA
(900 Rooms, Union, 4 Star, Convention)
August 2002- August 2005
Assistant Hotel Manager
 Responsible for overseeing the Operations of the Hotel as MOD for this 900 Convention Room, 4 Star
(Union)property and multi-time winner of the prestigious Gold Key Award (2000,2001), the Planner's Choice Award
(2000,2001) and the Pinnacle Award (2001).
 Responsible for resolving guest and employee conflicts/disputes; interviewing and Hiring Successful Candidates;
Scheduling and Payroll, Managing daily room inventory; Coach/Counsel, Motivate and Train Room Division
colleagues; Ensure Fire and Safety and Security Standards and Codes are met.
 Administrator of Guest Loyalty Program: Compiling Statistics and Implementing Guest Loyalty Strategies (InterDepartmental)
Club Sugar
Santa Monica, CA
General Manager
October 2001 - February 2002
 Responsible for the overall day-to-day operations as GM of this 7,000 square-foot Night Club
 Responsible for hiring/terminating, coach/counsel, scheduling, inventory, menu creations and pricing, purchasing,
auditing, implementations for crowd control, customer service, and revenue management.
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Awarded best of LA by Zagats Restaurant (Dec. 2001) and Night Life Guide and featured on the "Travel Channel" as
one of LA's hot spots (Dec, 2001)
The Fairmont Copley Plaza Hotel
Boston, MA
(386 Room, 4 Star/5 Diamond Luxury, Union)
June, 1996 - August 2001
Assistant Front Office Manager, Night Audit Manager
 Responsible for Coach/Counsel, and training Front Desk agents and Front Desk Manager.
 Created an Up sell program which generated $250,000 in additional revenue while scoring #1 "JD Powers" scores in
customer satisfaction in company and market set)
 Responsible for managing room inventory (Blocking, Selling, and Walking).
 Responsible for the Overall operation of the Night Audit department as Night Audit Manager (2 years).
Saks Fifth Avenue
Sales Consultant
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Boston, MA
August, 1992-August 1997
Developed and Maintained a Client Book Value of $1,000,000. Trained sales associates on clienteling methods.
EDUCATION
* Diploma/Salutatorian, The Dayroft School (1990) (Greenwich, CT)
* Business, Northeastern University (Boston, MA)
SKILLS/AWARDS/TRAINING
Hotel PMS and Related: "Fidelio", "Opera", "HIS", "Lanmark", Marriott "PMS" and "Marsha", ADP "Time Saver" (Payroll),
"Pegasus" CRO, "Anastazi" CRS, "Protobase" Credit Card Batching, "Post It" (Marriott) Credit Card Processing.
F&B Systems: MICROS POS (8700, 8400), Squirrel POS
PC Related: Win 95/98/XP/NT, MS Office (All)
Training: "5 Star Sales Training & Upselling" provided by Saks 5th Avenue, "Leadership 2000", "Business Etiquette", "Dale
Carnegie", "Coach & Counseling",G.R.A.N.D. Service", "Business Writing" by Fairmont Hotels and Resorts.
Self Training: Sales and Marketing, Upselling, Accounting, Public Relations, Public Speaking, Mediation and Negotiation
Other: Eagle Scout (BSA), Retail Sales (10yrs), Front Desk Agent/Supervisor (2 years), Student Council/Honor Roll