GEORGE K. UNSELD
949-***-**** * email@example.com * https://www.linkedin.com/in/georgkarlunseld/ 2775 Mesa Verde Drive East, Apt. X204 * Costa Mesa, California 92626 EXPERIENCED HOSPITALITY PROFESSIONAL
A versatile, forward-thinking and results-driven hospitality manager with demonstrated expertise in guest experience strategies, operations, customer service/satisfaction, revenue/profit generation, rebranding, sales deployment, sourcing, budget management, quality assurance, and problem solving/troubleshooting. Leverages dynamic interpersonal and time management skills to interact with a variety of individuals while handling a multitude of tasks simultaneously. Driven to achieve results and exceed expectations to ensure the long-term and sustained success of an enterprise.
EXPERIENCE AND ACHIEVEMENTS
ISLAND HOTEL, Newport Beach, California
Director of Operations, 2015-2017
Served as executive committee member in leading team of ten managers while overseeing up to 300 employees. Tasked with handling daily full-service operations for Forbes four-star luxury hotel with $50,000,000 in total revenue. Managed spa turnaround, growing revenue from $645,000 to $916,000 in two years.
Achieved RevPAR index of 124 for two years in Orange County market.
Implemented guest experience strategies to improve TripAdvisor ranking from seven to two in Newport Beach during tenure.
Ensured employee satisfaction scores exceeded 91%
Achieved room upsell revenue of $245,000, a 45% improvement over previous year. SUGAR BEACH, Saint Lucia, West Indies
Resident Manager, 2011-2015
Oversaw daily operations of full-service resort with revenue of $28,000,000. Led team of ten managers with total staff of 400 employees. Introduced sushi/sashimi offering to Cane Bar, leading to average of 25 covers nightly and 75% uplift in revenue, as well as weekly pop-up dining offer at Terrace Restaurant, achieving 35 covers daily.
Ensured 25% yearly revenue growth beginning in 2011 through better yield management driven by rate and focus on increasing average spend within resort.
Improved scores in customer satisfaction from 82% to 91% and employee satisfaction from 68% to 87%.
Facilitated resort rebranding, including deploying all service culture training.
Introduced 14 new villas, ten luxury beachfront bungalows, and 12 residences. AL FAISALIAH HOTEL, A ROSEWOOD HOTEL, Riyadh, Saudi Arabia Hotel Manager, 2010-2011
Led team of seven managers with staff of 450 employees, overseeing daily operations of rooms division and total revenue of $40,000,000. Spearheaded hotel opening, including sales and marketing to ramp up revenue. Led project management responsibility to finalize preopening of new wing, including sourcing and selection of FF&E.
Launched new Italian restaurant, achieving 100 covers nightly within three months with minimal advertising costs.
Introduced an antipasti buffet to drive an additional 50 covers daily for lunch
Received numerous Saudi Tourism Excellence Awards, including Saudi Arabia’s Leading Luxury Hotel for World Travel, Best Luxury Hotel, and Best Fine Dining.
George K. Unseld, Page 2
THE CARLYLE, A ROSEWOOD HOTEL, New York, New York
Hotel Manager, 2008-2009
Oversaw entire hotel with revenue of $60,000,000, including oversight of 400 employees and nine managers across various functions. Served as co-chair of revenue committee and sales deployment strategy meetings. Received numerous awards and ensured placement of hotel in top five in customer satisfaction through service focus/improvements, including HotSOS system rollout.
Implemented productivity guide to generate $1,000,000 more GOP on revenue shortfall of $250,000.
Managed $2,500,000 in revenue from high-net-worth guests, including royalty and presidents, from sales pitches, relationship building, and service delivery, leading to repeat bookings.
Created new Cafe on Madison terrace concept with 16 seats. HOTEL ADLON KEMPINSKI, Berlin, Germany
Hotel Manager, 2007-2008
Handpicked to lead team of seven managers, with direct responsibility for rooms division, in oversight of 350 employees across various functions, including a one-star Michelin restaurant. Devised and executed strategic/tactical plans on improving financial performance (flow-through), building top-performing team, engaging staff, and delivering superior customer satisfaction.
Served as active leader of weekly meeting on discussing revenue and defining sales strategy.
Exceeded budgeted revenue by 12% with flow-through of 87%.
Delivered project management in renovating two presidential suites and finalizing mock up rooms for superior and deluxe room renovation program.
Executed 100 year hotel celebration party, with over 1,000 dignitaries and guests.
Acted as team leader for state visit from the King of Saudi Arabia in Berlin. ADDITIONAL EXPERIENCE
INTERCONTINENTAL HOTELS GROUP
Resident Manager, Crowne Plaza Brussels Airport, Brussels, Belgium, 2005-2007
Hotel Services Director, Western and Southern Headquarters, Brussels, Belgium, 2003-2005
Executive Assistant Manager, Intercontinental San Juan Resort and Casino, Puerto Rico, 2002-2003
Operations Analyst, Company Managed Hotels, Atlanta, Georgia, 2000-2002
Front Office Manager, Europa InterContinental, Brussels, Belgium, 1998-2000
Front Desk Manager, InterContinental Hamburg, Hamburg, Germany, 1997-1998
Assistant F&B Manager, Britannia InterContinental, London, England, 1995-1997 EDUCATION
HENLEY BUSINESS SCHOOL, Henley-on-Thames, England
M.B.A., International Business Administration, 2002 GLION INSTITUTE OF HIGHER EDUCATION, Glion sur Montreux, Switzerland B.A., Hospitality and Tourism Administration, 1993 ADDITIONAL SKILLS
Fluent in English, French, German, Dutch, and Spanish Operation Management, Customer and People Centric Leadership, Coaching, Strategic Thinking and Planning, P&L Management and Budget Planning, Change Management, Team Building, Time Management