Hassan J Marie
Cary
Summary
Senior customer success manager and business leader with over 15 years of experience in enhancing customer satisfaction and driving operational transformation in multi-million-dollar organizations. Successfully managed business portfolios exceeding $16 million annually and led teams of up to 105 employees in launching international operations and implementing enterprise technology solutions. Recognized for collaborating with executive stakeholders to address complex business challenges and achieve measurable results through high-performing teams. Proficient in executive communication, cross-functional collaboration, business reviews, forecasting, and long-term customer relationship management.
Overview
9
9
years of professional experience
Work History
Director of Food & Beverage Operations
The Mayton Hotel
Cary
07.2024 - Current
- Spearheaded strategic and operational performance for $3.6 million luxury hospitality business serving 3,000 guests weekly.
- Partnered with executive leadership to enhance customer satisfaction, operational efficiency, and financial outcomes.
- Directed integration of Oracle Micros, payroll modernization, HR platform migration, and standardized hiring processes.
- Developed KPI dashboards and operational reports to support executive decision-making and business planning.
- Created KPI dashboards and operational reports that informed executive decision-making and facilitated strategic business planning.
General Manager
Tao Group
Chicago
03.2023 - 04.2024
- Directed $16 million flagship operation, serving 4,000 customers weekly while ensuring financial performance.
- Led a team of over 100 personnel, emphasizing customer satisfaction and operational excellence.
- Achieved 12% reduction in operating expenses through strategic process improvements and workforce optimization.
- Presented financial forecasts and operational performance reviews to executive leadership for informed decision-making.
- Modernized HR platforms and upgraded Oracle Micros, standardizing cross-department procedures to enhance operational consistency.
Director of Operations
Tao Group / Majd Food
Riyadh
02.2022 - 03.2023
- Successfully launched a 200-seat flagship operation within UNESCO heritage site.
- Led implementation of POS, payroll, inventory management, and operational SOPs, achieving compliance and streamlining operations.
- Partnered with ownership to improve customer experience and increase operational scalability.
- Oversaw development and construction of property, ensuring project milestones were met.
- Built and trained a multinational workforce exceeding 100 personnel while establishing organizational culture.
- Coordinated discussions between teams to ensure effective communication. between Tao Group and Majd Food to ensure clarity and collaboration.
Director of Plant Operation
Senior Lifestyle
Raleigh
02.2021 - 03.2022
- Maintained 100% regulatory compliance while supporting organizational operations during COVID-19 pandemic.
- Directed compliance and ensured operational continuity for luxury senior living communities to meet resident needs.
- Managed capital project forecasting and vendor relationships, ensuring timely regulatory compliance.
- Established regular communication channels between families and residents to provide updates and support. between families and residents, enhancing engagement and support.
Operations Leader
Tao Group
Manhattan
02.2017 - 02.2021
- Achieved 14% year-over-year revenue growth through operational improvements and leadership initiatives.
- Oversaw four revenue centers at Dream Hotel, enhancing profitability via strategic management.
- Managed multi-unit operations within Dream Downtown Hotel, ensuring operational excellence and service delivery.
- Collaborated with executive leadership, culinary teams, and hotel partners to enhance customer experience.
- Trained staff on best practices in customer engagement, elevating guest satisfaction and repeat business.
- Successfully navigated pandemic shutdowns, implementing reopening protocols for full occupancy compliance.
- Promoted to Tao Downtown, enhancing brand presence and contributing to $32 million operation.
Education
Bachelor of Science - Business Administration
College of Staten Island
Staten Island, NY06-2014
Skills
- Financial forecasting
- P&L management
- KPI analytics
- Process improvement
- Project leadership
- Change management
- Transformation initiatives
- Cross-functional leadership
- Customer success management
- Executive engagement
- Account oversight
- Business presentations
- Retention strategies
- Efficiency strategies
- Conflict resolution
- Leadership coaching
Business Transformation Initiatives
- International Business Launch - Led operational launch of a flagship international business, implementing payroll, HR, POS, Inventory, Compliance, and workforce systems from the ground up
- Enterprise Technology Modernization - Directed Oracle micros upgrades, payroll modernization, HR platform migration, and operational technology implementations across multiple organizations
- Operational Excellence - Developed KPI dashboards, standardized operating procedures, hiring frameworks, leadership development programs, and workforce planning strategies that improved customer satisfaction and operational performance
Early Career
- Progressed through customer facing roles including busser, runner, server, bartender, and supervisor before advancing into executive leadership. Additional experience includes commercial construction with LIUNA Local 79, reinforcing a hands on leadership style, adaptability, and a strong work ethic
Timeline
Director of Food & Beverage Operations
The Mayton Hotel
07.2024 - Current
General Manager
Tao Group
03.2023 - 04.2024
Director of Operations
Tao Group / Majd Food
02.2022 - 03.2023
Director of Plant Operation
Senior Lifestyle
02.2021 - 03.2022
Operations Leader
Tao Group
02.2017 - 02.2021
Bachelor of Science - Business Administration
College of Staten Island