DONALD E. POTTS Page 2 Cell: (407) 832-0102 firstname.lastname@example.org UNIVERSAL STUDIOS (Continued) Significant experience and expertise in the areas of margin management, change leadership, customer and employee loyalty, and capability development, as described below. * Margin Management: achieved an 8% improvement in operating margin of a $125 million annual operating plan during a year of significant economic downturn while showing improvement in both guest and employee satisfaction ratings. * Change Leadership: appointed by President/COO to lead a cross-functional team of senior managers through Universal Orlando’s first ever disciplined assessment of employee retention/satisfaction and the resulting requirements for strategic change. The team’s recommendations were endorsed and implemented resulting in a 20% reduction in employee turnover and 30% reduction in overtime. Annualized impact was $1.6 million in hard cost savings plus a projected $10 million improvement in soft cost productivity. * Customer and Employee Loyalty: improved guest satisfaction ratings by 11% and improved employee satisfaction ratings by 16%, both of which set record levels of achievement for the Universal Orlando resort. Accomplished this through a combination of focusing on employee satisfaction and environmental initiatives that enhanced the overall entertainment experience. * Capability Development: transitioned 85% of the management team and 50% of the hourly staff into new roles to support the openings of Universal’s CityWalk, Islands of Adventure and Universal Studios Japan through an aggressive and successful capability development program. Vice President, Park Operations – Universal Studios Florida (1994-1998) Direct responsibility for: [a] Park Operations, which encompassed Admissions, Ride/Show Operations, Park Services; and, [b] Resort Services, which encompassed Guest Services, Security, Health Services, Parking and Transportation, Wardrobe, Costuming, and VIP tours. Managed total annual operating budget of over $25 million. * Industry Peer Recognition: awarded the prestigious, internationally recognized 1994 Applause Award which is only given out to one theme park worldwide every three years for achieving an unparalleled level of quality and excellence at Universal Studios Florida. * Infrastructure Development: created the operational program for the resort parking and transportation system to support the efficient and effective movement of 100,000 guests a day throughout the resort network. This infrastructure consisted of a 21,000 space parking facility (the world’s largest of its kind at the time), state of the art security system, pedestrian walkways, roadways, waterways and a mass transportation center. * New Product Development/Implementation: led the operational planning, development and opening for numerous new rides and live entertainment experiences including MIB Alien Attack, Woody’s Kids Zone, Terminator 2-3D, Twister and Universal Express, all of which met or exceeded objectives for capacity, operating expense and guest satisfaction ratings. In addition, led the overall execution and subsequent growth of the Halloween Horror Night event from a three night break even event to a 19 night, $11 million revenue event. The Wall Street Journal ran a front page feature on the event with the headline, “Cutthroat Business: How Universal Makes a Killing at Halloween”. Director, Park Operations (1991-1994) Assistant Director, Park Operations (1989-1991) YOSEMITE PARK AND CURRY COMPANY, Yosemite National Park, CA (1978-1989) Yosemite Park and Curry Company (Y.P. & C. Co.) operated concession services in Yosemite National Park under contract to the National Park Service. Y.P. & C. Co.’s basic operations included hotel accommodations, retail, food and beverage, guest transportation and guest recreation activities. Held the following management positions with the associated sets of accountabilities: * Hotel Manager, Yosemite Lodge (1987-1989) Direct responsibility for a 494-room hotel spread out over 42 acres with annual revenues of $15 million and 200 total employees which included four food & beverage outlets, two retail stores, and guest recreation amenities.
DONALD E. POTTS Page 3 Cell: (407) 832-0102 email@example.com YOSEMITE PARK AND CURRY COMPANY (Continued) * Ski Area Manager, Badger Pass Ski Area (1986-1987) Managed overall operation of ski area with annual revenues of $2 million that was generated from over 100 thousand skier days. Operation included rental shop, food and beverage, Nordic and alpine ski schools, ski lift and patrol, maintenance, and 35 km. of Nordic track. Summer responsibilities included the Yosemite Mountaineering School, rafting operation and two bicycle rental facilities. * Food and Beverage Manager, The Ahwahnee Hotel (1984-1986) Directly responsible for all food and beverage operations of this 120 room, national historic landmark hotel that included a 400-seat dining room, two full service bars, kitchen and banquet facilities. Total annual revenue of $12.5 million. EDUCATION * Thomas Edison State College, Trenton, NJ Bachelor of Science, Business Administration Program * The Wharton School, University of Pennsylvania, Philadelphia, PA Executive Development Program, completed in 1998 * Culinary Institute of America, Hyde Park, NY Hospitality Management Program, completed in 1988 COMMUNITY AFFILIATIONS * Edgewood Children’s Ranch, Chairman, Board of Directors * St. Luke’s United Methodist Church, Board of Trustees * Universal Education Center, Student Mentor * AmericanFirst Bank, Board of Directors