Mark Pells

Executive Hospitality leader & Hotel General Manager with 30+ years of experience leading small and large-scale operations across luxury hotels, resorts and cruise ships in destinations spanning six continents. Proven record of elevating guest satisfaction scores, optimizing profitability, and transforming underperforming leaders and departments into high-flyers. Skilled in operational excellence, team development, and data-driven management using systems such as Medallia, Fidelio, and Crunchtime to identify and manipulate KPI's.

Adept at uniting diverse teams to achieve superior results in quality, revenue, and efficiency through inclusive, hands-on leadership.

Hotel General Manager - Holland America Line

(2001-01 - 2025-01)

Managed multi-departmental hotel division on 13 different premium cruise ships ranging in size from 419 to 1339 luxury staterooms, recognized by Forbes, Travel + Leisure, and Condé Nast for exceptional guest experience and service quality.

• Through the use of Medallia analytics, consistently improved primary categories. Mentored and trained staff to all be fluent in same.
• Increased revenue performance across Restaurants, Bars, Spa, Retail, Excursions and Casino to above target levels while reducing inventory 40% and food and plastic waste to 0.35 per person per day.
• Partnered with Sales and Marketing to sustain near 100% occupancy year-round, also securing high-profile group and event (charter) business including music festivals, incentive programs, and lifestyle charters.
• Optimized operational costs by controlling food, beverage, and general supplies with oversight and final approval on all ordering, consumption formulas and issuing.
• Provided hands-on mentorship, training and development to a multicultural workforce of 600+ staff representing 15+ nationalities, fostering an inclusive culture of accountability, professionalism, and service excellence that improved retention and performance across all operations.
• Led drydock refurbishment and capital projects that modernized interior facilities and strengthened asset value.
• Conceptualized and executed culturally themed, immersive events and culinary experiences aligned with global itineraries across North and South America including Alaska, Asia, Australia, Northern Europe, South Pacific the Baltics, the Mediterranean, and Africa.
• Delivered full-ship music, lifestyle, incentive, and religious charters, achieving flawless execution and elevated brand visibility.
• Partnered with BB King Blues, Lincoln Center, BillBoard and Stiletto entertainment companies.

Food & Beverage Manager - Holland America

(1996-01 - 2001-01)

Directed end-to-end hotel and culinary operations encompassing galleys, main dining rooms, specialty restaurants, bars, deck services, stewarding, provisioning, and waste management to ensure seamless service delivery and operational efficiency.

• Oversaw procurement and inventory control processes, optimizing supply levels and reducing food and beverage costs through disciplined vendor management and waste reduction strategies.
• Partnered with the entertainment team to design and execute innovative onboard and venue-based events that elevated guest satisfaction and enhanced brand perception.
• Conducted daily menu tastings to uphold recipe integrity, refine flavor profiles, and enforce precise portion control standards aligned with brand and profitability goals.
• Achieved USPH & CPH unannounced inspection scores above 98 16 times.
• Partnered with celebrity chefs from Chef Jacques Torres to Iron Chef Morimoto along with MasterChef and America's Test Kitchen programming.
• Involved with the implementation of the Alaskan Fresh Fish program and Responsible Fisheries Management certified.

Food & Beverage Manager - American Hawaii Cruises

(1993-01 - 1996-01)

In addition to multi-restaurant outlet management, led immersive Pan-Asian and Hawaiian themed culinary events from tastings and demonstrations to Luaus and themed dinners.

Director of Catering/Restaurant Manager - Waterfront Plaza Hotel

(1991-01 - 1993-01)

• Worked with Napa, Sonoma and Central Valley winemakers to create a successful regional and seasonal wine list featured in Jack London's Restaurant.
• As a member of the Oakland Chamber of Commerce, booked, managed and oversaw meetings, events and weddings filling the convention space and supporting hotel occupancy.

Banquet/Wedding/Convention Manager - Claremont Resort and Spa

(1989-01 - 1991-01)

• Monitored banquet services, ensuring meticulous execution of events ranging from intimate gatherings to large-scale functions. Delivered premium weddings up to 500pp.
• Enhanced expertise in wine production, service, and food pairing through onsite training at premier Napa Valley wineries including Mondavi Brothers, Fetzer, Rutherford Hills, and Domaine Chandon.

Banquet Manager/Wedding Specialist - Sheraton Tara Hotel

(1986-01 - 1989-01)

Specialist in wedding planning and execution, working directly with the brides and grooms.

Bartender/Waiter/Conference Services - Ocean Edge Resort & Golf Club-Hilton SLH Cape Cod - Cape Cod, MA

Bartender/Waiter - Brax Landing Restaurant - Cape Cod, MA

Conference Services Attendant - Holiday Inn Hartford - Hartford, CT

Food Service Manager/Line Cook - InPlant Food Services - Hartford, CT

Night Audit/Front Desk Attendant - Holiday Inn Poughkeepsie - Poughkeepsie, NY

Associate Degree - Hotel-Restaurant Management - Cape Cod Community College