Benjamin Palmer, CRDE

• Overseeing multi-million dollar room refresh. • Driving outstanding profitability

• Developed and implemented Service Culture Learning and Development program, increasing "Guest Love" score by 7 points YOY. Took hotel from 45th to 14th in TripAdvisor out of 371 Hotels in Los Angeles. • Strategically shifted market segmentation, increasing Group mix from 13% to 26% YOY and decreasing OTA mix from 46% to 31%. • Responsible for maintaining outstanding profitability while navigating a challenging market, implementing a strategic cost containment plan.

Responsible for overseeing all day to day business operations. Assigned to maintain profitability while improving the product and service standards. • Developed and implemented standard operating procedures across departments. • Implemented detailed preventative maintenance program to revitalize the product. • Responsible for maintaining outstanding profitability. • Member of Executive Committee. • Developed and implemented Service Culture Learning and Development program. • Responsible for renovating the employee break room, locker rooms, and transforming the spa space into additional meeting space.

Responsible for overseeing day to day business operations. Assigned to maintain profitability while providing World Class service. • Responsible for all pre-opening procurement and OS&E Budget. • Responsible for all permitting licenses required to open prior to opening. • Responsible for managing all pre-opening Critical Path calls. • Oversaw hiring and training of opening staff. • Guided business through pandemic, maintaining profitability. • Oversaw Budget as well as Forecasts, P&L Statements, Critique, and Summary. • Oversaw all Sales, Marketing, and Revenue Management. • Oversaw all capital expenditure and facility maintenance ensuring product is in pristine condition. • Focused on growth and development of talent for future club openings. • Responsible for development of five year pro forma financials for West Hollywood, Santa Monica, and New York Locations • Leader of Executive Committee.

Served as Opening GM of Hotel 850 SVB, a luxury boutique hotel. Oversaw all Revenue Management Oversaw all Sales and Marketing efforts Became a member of Virtuoso immediately after opening. Maintained outstanding product and service levels.

Promoted to Opening Director of Operations Oversaw all aspects of maintaining Iconic Hollywood Hotel built in 1929 Oversaw all Procurement Oversaw all Capital Projects Oversaw extensive renovation of Public Area and Rooms Member of Executive Committee #1 Hotel West Hollywood TripAdvisor

Luxury Collection Service Culture Champion ABC's of Housekeeping Certified Trainer Chairman of Safety Committee Manager of the Quarter (Q3 2015) Manager of the Year(2015) Promoted from Manager to Assistant Director, Assistant Director to Director. Achieved Highest GEI Cleanliness score in hotels history. AAA Four Diamond Union Property 297 Philippe Starck designed guest rooms and suites Two Restaurants(Tres and Bazaar) Turndown Service Part of The Luxury Collection

Finished 2012 above brand benchmark in all service categories. Oversaw Security, Bell Desk/Shuttle Drivers, Front Desk, and Night Audit/Accounting. Oversaw Hotel Operations in absense of General Manager Oct-Dec 2012, Jan-Apr 2014 Responsible for Implementing and Overseeing Checkbook Accounting for all Departments resulting in outstanding NOI. Increased Parking Revenue 125% Increased Cookie Revenue 100% Reduced Payroll by 20% Reduced supply costs by 25% Maintained outstanding rooms profit, NOI. Moved hotel from 13/26 hotels on TripAdvisor all the way to 2/26 Hotels. Oversaw Manager In Training program on property level. Hilton Front Office Academy certified Doubletree Train the Trainer certified CARE Committee President

Completed Cornell's January 2020 General Managers Program, in which I was awarded with Faculty Award for our Business Case Competition.

Dean's List: Multiple Semesters, GPA 3.5