Joseph J.

Papa
1915 W. Raven Drive
Chandler, Arizona 85248
E-mail: papadpapa@juno.com
Phone: © 480-558-6190 / (H) 480-792-6576

Extensive business management background in corporate operations, sales and marketing

with a proven track record in achieving objectives within a variety of industries, customer
bases and management models.
HOTEL OPERATIONAL MANAGEMENT ENHANCED
CUSTOMER SATISFACTION MANAGEMENT
BUDGET FORECASTING PLANNING & MANAGEMENT QUALITY
IMPROVEMENT TEAM DEVELOPMENT
REVPAR & YIELD FORECASTING & MANAGEMENT ADMINISTRATION AND
SUPPORT DEVELOPMENT
STANDARDS & POLICY DEVELOPMENT LTV (LIFE TIME
VALUE) CUSTOMER PLANNING

WEST PACES HOTEL COMPANY

2006 - Present

The Carefree Resort & Villas

DIRECTOR OF HUMAN RESOURCES
In reporting to the General Manager I am responsible for all development and evaluation of
the Human Capital functions and processes at this 200+ employee property. As a member
of the Executive Leadership Committee I am responsible for cost effective talent
recruitment, selection, training and development. I lead Workplace Issue Management
with direction of performance reviews, employee ratings, human capital evaluations,
coaching, counseling and all disciplinary management. I am responsible for the
development of strategic staffing ensuring that hiring and promotional practices are linked
to long term and short term business decisions. I direct the HR operational management of
orientation, certification, and both staff and Leadership training and development. I also
oversee the HR operational management of compensation, wages and benefits. I have
Leadership responsibilities over employee satisfaction, recognition and morale. I have
direct responsibility for all Performance Excellence and Quality programs including
continuous improvement service standards and customer loyalty and retention training.

KEY RESULTS AREAS

PLANNING
Responsible for strategic planning of labor forecasts, staffing guideline reviews by using cost effect staffing measures
to manage labor costs.

ORGANIZING
Responsible for developing, organizing and executing various human resource functions including benefit open
enrollment, annual performance and compensation reviews, and all employee and leadership training and development
sessions.

STAFFING
Responsible for recruiting and talent assessment, including administration of listening interviews, talent evaluation,
promotional evaluations, and labor resource management.

DELEGATING
Responsible for leading, directing and monitoring all employee functions, including Employee of the Month, Leader of
the Quarter, and other cross departmental cooperative programs which focus on employee morale and emplowerment.

SUPERVISING
Responsible for leading several support areas that provide employee communications, employee satisfaction and
employee safety and security programs.
MEASURING
Responsible for review and analysis of labor, benefit and compensation utilization for managed cost containment. I also
review, analyze and track employee satisfaction, guest satisfaction, leadership development and other areas of human
capital development.

REPORTING
Responsible to record, analyze, report and comment on all aspects of human capital management including turnover,
work compensation and other benefit costs, employee training and certifications as well as labor cost containment
including overtime reporting.

The RITZ CARLTON Hotel - Phoenix

2004 - 2006
FRONT OFFICE MANAGER
I returned to this Four Diamond property to lead an inexperienced Front Office team
through season while the Rooms Executive was on maternity leave. I was responsible for
the management of all aspects of the Front Office day to day operations. This included
overseeing arrival and departure functions, all Guest Recognition services, all operations
management and staffing for the Guest Reception Desk, Communications and Reservations.
I was selected Five Star Manager of the Quarter twice and was Talent + recertified in
October 2004.

WYNDHAM HOTELS AND RESORTS

2001 - 2004

The Boulders Resort & Golden Door Spa

GUEST SERVICES MANAGER

I reported to the Resort Director by directing and managing all Guest Services and Front
Office operations. I was responsible for Five Diamond service in all aspects of Front Desk,
Reservations, PBX, Bell and Concierge operations and interactions. I assured maximum
performance standards were met with constant focus on both service and financial
refinements. I was responsible for promotion of Spa services through operational areas
resulting in increased revenue. In addition I was responsible for delivering results by
meeting and exceeding performance objectives with a focus on the operational
management of day-to-day AAA Five Diamond service standards, fiscal responsibility,
monitored profitability, cost control, revenue generation, guest satisfaction and associate
development.

The RITZ CARLTON Hotel - Phoenix

1997 - 2000
ASSISTANT HOTEL MANAGER
Promoted from Assistant FOM, reported to the Director of Operations, and was trained for
this position by serving in each sales, operational, and F&B areas. I was responsible for the
management of all aspects of the hotel in the evening hours. This included overseeing
procedures and personnel in the following areas: Front Desk, Housekeeping, Guest
Services, Private Club & Lobby Concierge, Security, Engineering, Room Service and all Food
& Beverage outlets as needed. Was Talent + Certified and spent six months during slow season
interning with Cindy George in Human Resources Department.

• Directed the operations of the hotel in the evening hours.

• Oversaw the management of the functional service areas of the hotel at night.
• Responsible for the anticipation of guest needs, ultimate guest pacification and total overall
guest satisfaction in all areas of the hotel
• Developed and implemented processes and standards to improve J.D. Power Guest
Satisfaction Scores.
Education and Training
• Business Administration - Towson State University

CORPORATE SPONSORED TRAINING

• TALENT+ Quality Selection Certification – TALENT+
• Quality Improvement Training - FLORIDA POWER & LIGHT
• Human Resources Management - EDUCATIONAL INSTITUTE - AHMA
• System & Technology Management - ARIZONA SOFTWARE ASSOCIATION
• XEROX Selling Skills I, II, & III
• ENHANCED CUSTOMER SATISFACTION MANAGEMENT
• Introduction to SIX SIGMA