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Hospitality Executive, Executive Director

Location:
Carlsbad, California, United States
Salary:
130,000 plus
Posted:
January 21, 2019

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Resume:

Kimberly A. Malaspina

RCFE Certification 605*******

**** ********* ******, ********, ** 92011 760-***-**** ac79do@r.postjobfree.com

Profile

Excellence-focused hospitality executive with expertise in leading high-end independent properties to achieve local, national, and international recognition while growing profits.

Commitment to creating an unforgettable guest experience that results in exceptional repeat business Occupancy, ADR, and RevPAR performance.

Demonstrated ability to balance business objectives with day-to-day operations in fast-paced, service-oriented environments; background building and developing top-performing teams that are able to anticipate and adapt to changing business and guest needs.

Extensive experience in customer service, operations, F&B, property management, capital improvements, landscaping, procurement and vendor management, HR, sales, and marketing; experienced with opening, renovations and the sale of hotels.

Recognized for cultivating strong community ties through active involvement with civic, business, nonprofit, PR and tourism organizations.

RCFE Certified; Volunteer and assists with Memory Care

Technical skills include MS Office, ADP, TripleSeat, Ariett, OT Marketing Center, RDP/Innfinity and Micros Opera PMS.

Professional History

West Hospitality Holdings, Carlsbad, CA

Vice President of Hospitality & General Manager, West Inn & Suites (2006-2018)

•Worked closely with owners in opening this casual coastal luxury independent hotel and building the brand; the award-winning property has achieved a 44% return guest rate while consistently exceeding the business plan.

•As a hands-on GM, develop and implement strategies that touch every area of operations, including customer service, human resources, marketing, communications, facilities management, design and renovations, growth/succession planning along with financial performance.

•Recruit, hire, train, and coach staff at all levels in all departments with an emphasis on relationship-building and employee engagement; with <10% employee turnover.

•Foster and sustain relationships with key leisure and corporate clientele by playing an active role in the sales process and maintaining a highly visible on-site presence.

•Maintain a well-managed, high traffic website; engage in GDS Media, PPC and DRM advertising with an established and maximized rate of monthly return.

•Drive public relations, marketing, and organic growth through multiple channels; hotel earns 5.6% of referrals from Metasearch sites and leads ADR for comp set in spite of not contracting with OTAs.

•Continually work to identify areas for improvement with sales, marketing and physical plant.

•Surpassed budgeting projections and cost containment goals each year; attained 14% profit increase LY (2017).

•Proactively track and analyze performance using benchmark tools and real-world assessments; average 97% on Quarterly Annual Shoppers Reports, 110+% STR RevPAR.

Vice President of Hospitality, Bistro West and West Steak & Seafood (2011-2015)

•Handled revenue, marketing, PR and full-scale operations management including responsibility for maintenance, budgeting, HR and accounting functions for these top-rated restaurants.

•Played an integral role in defining the culture and brand; trained staff across all business units in operating standards, vision statement, and mission to deliver a consistently amazing guest experience.

Select Awards Have Included:

•TripAdvisor Family Critic Award (2017)

•TripAdvisor Travelers Choice Award (2009-2015)

•TripAdvisor #1 Hotel in Carlsbad (2008-2017)

•TripAdvisor #3 Family Hotels in the World (2010) - TripAdvisor #2 Family Hotels in the USA (2010)

•TripAdvisor Top 10 Best Service in the USA (2009)

•Top 10 Hotels – Guest Service in the USA (2009)

•AH&LA Best Guest Relations (2008, 2009)

•CH&LA Best Guest Relations (2008)

•CH&LA and AH&LA General Manager of the Year (2008)

General Manager, Glorietta Bay Inn, Coronado, CA 1999-2006

•Directed the award-winning operations of a 100-room boutique hotel in a manner that afforded a sense of pride to its owners while achieving an annual ROI with appreciation over time.

•Maximized room sales through robust online advertising initiatives and a focus on guest experience.

•Managed and trained a driven team of 55+ in Front Office, Reservations, Housekeeping, Engineering and Accounting in use of all relevant systems and programs, as well as in resource management and budgeting best practices.

•Supervised staff to ensure high quality service levels; encouraged room and site inspections to garner feedback and ensure timely follow-up on items as needed.

•Effectively delegated tasks to staff; created a service excellence program that garnered awards for four consecutive years.

•Handled interviewing hiring and orientation; also coordinated workflows, assessed performance, addressed complaints and resolved concerns as they arose, achieving turnover rates of under 10%.

•Developed solid, trust-based relationship with customers, vendors and travel agents, which led to overall guest satisfaction rates of over 98% at this $8,500,000 boutique property.

•Promoted from initial role as Assistant General Manager to General Manager.

Select Awards Have Included:

•AH&LA Best Guest Relations Program in the United States (2001, 2002, 2003, 2004, 2005)

•AH&LA Outstanding Community Service (2005)

•CH&LA Outstanding Community Service (2005)

•CH&LA Best Guest Relations Program (2005)

•CH&LA General Manager of the Year (2005)

•AH&LA General Manager of the Year (2005)

•San Diego's Finest Service Award San Diego Convention & Visitors Bureau

•Noted as a “Place of Beauty” by the Coronado Floral & Landscaping Society

Property Manager, Sunrise Management Company, San Diego, CA 1994-1999

•Oversaw real estate investment portfolios comprising small residential properties as well as large multifamily and commercial sites. Managed 53 sites.

•In addition to day-to-day responsibilities, prepared monthly financial reports and annual budgets.

•Developed and repositioned properties; contributed to promotion of new business development efforts.

•Worked diligently to train, coach, and manage an off-site staff.

•Joined SMC as Regional Assistant, recognized for excellent performance with two promotions.

Loan Processor & Loan Officer, GMAC Mortgage Corporation 1992-1994

Real Estate Agent, McMillan Realty 1989-1992

Community Activity

Board of Directors, Carlsbad Tourism Business Improvement District (CTBID) 2012-2018

•Appointed by the Carlsbad City Council

Board of Directors, Visit Carlsbad Destination Marketing Organization (DMO) 2008-2012

Partner with the San Dieguito Workability/Transition Programs 2008- 2018

Board of Directors, San Diego Convention & Visitors (ConVis) Membership Committee

Board of Directors, Coronado Lodging Association

Education & Credentials

General Studies, San Diego State University & SDSU Extended Studies

General Studies, Grossmont College

Certified Occupancy Specialist (COS®), National Center for Housing Managemen

Accredited Residential Manager (ARM®), Institute of Real Estate Management

RCFE Certification #605*******



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