Sign in

Hotel General Manager

Vernon, British Columbia, Canada
85,000 +
May 19, 2017

Contact this candidate

Robert Glattfelder

**** ******* *****, ****** **, V1T8J7

Home: 250 *** ****


Dedicated General Manager offering more than 23 years of progressive experience in the hospitality industry, 8 years as the hotel executive. Customer-focused self starter; successful in full service hospitality; and employee recruitment/team building.


Decisive leader Operations management

Exceptional customer service Human resources management

Marketing and advertising Inventory management (food, beverage,

Budgeting and cost control rooms)

Superb interpersonal skills


PRESIDENT/ GENERAL MANAGER, 03/2009 to 09/2016

Village Green Hotel, Vernon BC Vernon, BC

Accountable for providing leadership and business direction in the operation of a full-service 128

room hotel, also responsible for regularly reporting to ownership regarding overall performance of

the business.

Operational: Initiated a business assessment in 2010 and implemented suggested strategies for

renovation and updates resulting in bringing the overall business from non-viability to an assessed

expectation of viability for the next 20 years

Manage guest expectations and requirements.

Solve and rectify any guest complaints.

Oversee the recruitment, selection and training of all staff.

Recruited, led and developed a team of over 90 staff and ensured extremely low employee


Established and maintained ongoing employee workplace health and safety committee

Ensured compliance with union guidelines and employee relations

Successfully negotiated 2 union contracts with Unite/Here local 40

Analyze business results and performance and maintained corporate fiscal responsibility

guidelines as related to RevPAR, CosPOR, Departmental labour and expenses

Produce monthly financial reports, capital expenditure forecasts, and annual budget.

Maximized occupancy and rates utilizing yield management resources.

Manage 150 seat restaurant; 300 seat Pub; retail Liquor store and comprehensive catering


Implemented inventory control management system maintaining food costs at 28% - 30%

Implemented high-impact sales and marketing initiatives, resulting in increased occupancy

and profitability, increasing occupancy by 15% over 4 years

Implemented social media marketing initiatives and increased online approval rating from

#12 listing on TripAdvisor to #4

Ensured compliance with WorkSafeBC, BCLCB, BCLC and all governmental regulations as

related operational requirements and the health/safety of employees and guests

Responsible for all executive decisions related to real estate holdings; lease holds;

investments; contract negotiations; legal


Oversaw total exterior renovation of property including concept, design, and implementation

Contracted workers, trades, and materiel as related to project

Negotiated all contracts as related to renovation and kept project on budget

Corrected construction deficiencies as identified during renovations

Successful relaunch of renovated hotel in 2014

ASSISTANT HOTEL MANAGER, 05/2008 to 03/2009

The Plaza Hotel Kamloops, BC

Assisted in managing a 67-room full-service boutique hotel.

Responsible for day to day operation of the hotel and the production of daily reports for the

General Manager

Maximized occupancy rates through industry based yield management techniques

Supervised 48 hotel staff.

Fostered strong working relationships with all hotel departments.

Implemented inventory control strategies as directed by the GM

Assisted in the creating and/or utilization of yearly budgets, forecasting, P & L, departmental

budgets, labour costs and expenses

Ensured compliance with regard to WorkSafeBC, BCLCB, and UNITE Here local 40 union

NIGHT AUDITOR / DUTY MANAGER, 01/2000 to 05/2008

The Plaza Hotel Kamloops, BC

Responsible for the over night operational requirements for a 67 room full-service boutique hotel

Greeted and registered guests and issued room keys.

As Night Auditor; balanced all rebates and other miscellaneous charges. Processed guest

payments for room charges, food and beverage charges and phone charges. Reconciled all

operational sales for each business day

Answered department telephone calls within 3 rings, using correct salutations and telephone


Monitored room availability using InnControl PMS system

Processed credit card transactions during the checkout process.

Referred guests to local restaurants and recommended attractions in the area.

Fostered strong working relationships with all hotel departments.



Thompson Rivers University Kamloops, BC, Canada


REFERENCES Available on request.


Budget planning, Scheduling, Customer Service, Employee relations, Financial reports, Self starter,

Team leadership, Mentoring, Employment law, Negotiations, Recruitment, Labour Cost Controls

Contact this candidate