Pearson New International Edition International pcl tp indd 1

1. What are the most important responsibilities in your present position?
Presently, my responsibilities include leading the seven general managers of our company’s
resort properties. I also direct the day-to-day efforts of our corporate human resources
department, which includes the management of benefits, compensation, and training for all
employees. I also partner with the directors of sales and marketing and finance to ensure
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MANAGING FORECAST DATA
effective communication among the different sectors. This results in increased revenues and
improved guest and employee satisfaction.
2. What are the biggest challenges that confront you in your day-to-day work and in the long-
term operation of your property’s front office?
Our latest challenge has been that of a companywide property management system (PMS)
conversion. This involved the creation and implementation of new polices and procedures and
subsequent training of our staff members. Our long-term goal for our front office operations is
to establish consistency between the seven different properties. Then we can transfer guest
service employees seamlessly from one operation to the next as they advance in their careers.
SunStream has always excelled in outstanding guest service to our external guests and
our internal guests (employees). We recognize that guest satisfaction and employee satisfac-
tion are essential to our long-term success in a competitive marketplace. With the PMS con-
version, our two end users (employees and guests) will benefit. The success of this conversion
is imperative to our future. Since the completion of the conversion just a few months ago,
we have met regularly to monitor adherence to the new policies and procedures and to evaluate
the new system for deficiencies.