Manager General
Resume:
Mark Chute, CHA
Las Vegas, Nevada 89123
*******@*****.***
Overview of Qualifications
Accomplished hospitality professional with strong leadership qualities and organizational skills. Maintains conscientious work ethic and a positive customer service attitude. Employs dynamic interpersonal skills to interact with other managers, subordinates and clientele of widely varying backgrounds and cultures.
Professional Experience
Howard Johnson Inn (Las Vegas, Nevada)
General Manager (December 2012 to Current)
Opened and hired all charter staff for this 295 room Motel 6 conversion.
Directly responsible all aspects of this property including operations, sales, human resources, housekeeping, front office, and maintenance in compliance with state laws and regulations.
Direct communications with hotel management company as well as hotel ownership on a daily basis.
Responsible for the PIP and franchise communications including QA review and improvement action plan.
Supervise and lead staff including management team that consists of front Office Manager, Chief Engineer and Executive housekeeper.
Responsible for the daily revenue management and rate structure including daily yield reports and rate strategies.
Responsible for monthly P&L statement review for ownership and management company.
Palace Station Hotel and Casino (Las Vegas, Nevada)
Executive Housekeeper (December 2011 August 2012)
Directly responsible all aspects of the housekeeping department including hiring and training new team members, monitoring department payroll, employee evaluations, budgeting, monthly P & L, analysis reports, perpetual linen inventory, daily room status exception reports (revenue verifications) and proper handling/securing of “Lost & Found”
Directly Supervise 145 team members including: 1 Assistant Executive, 10 Assistant Managers, 90 Guest Room Attendants, 39 House Persons with 24/7 operations.
Daily responsibilities include: 40% property and guest room quality and cleanliness inspections, 60% office and team member development work.
Directly responsible for the highest level of guest satisfaction and team member satisfaction and hotel cleanliness.
Golden Nugget Hotel and Casino / Stratosphere Hotel and Casino (Las Vegas, Nevada)
Assistant Executive Housekeeper (October 2011 to December 2011)
Simultaneously maintained position at both properties.
Assisted the Executive Housekeeper by directly managing the team responsible for cleaning and maintaining the property.
Holiday Inn Express (Marina Del Rey California)
General Manager (May 2007 to March 2011)
Responsible for the smooth and efficient day to day operations of the hotel and breakfast room including: Front Desk, Housekeeping, Laundry, Maintenance, Parking Lot, Landscaping, Accounting, Marketing, Sales, Guest Relations, and Personnel.
Directly responsible for the highest level of guest satisfaction, never let a guest leave with an issue unresolved to the guest’s satisfaction.
Monitor HIRO and Holidex reservation systems maximizing average daily rate and occupancy.
Responsible for preparation and delivery of monthly P&L Executive summary.
Responsible for 30/60/90 day revenue and expense forecasts.
Closely monitor comp set: establish rate strategy with daily yield analysis to maximize ADR and Occupancy.
Review/verify daily reports, responsible for bank deposits, petty cash, and guest relations, hotel public relations, facility inspection, sales calls, maintenance of accepted standards of operations, monitor performance to forecast.
Negotiate contracts for goods and services following company policy, negotiate groups along with room sales, order supplies and approve invoices for payment, monitor and collect receivables, attend community events (Chamber of Commerce, Visitor's Bureau, etc.).
Oversee hotel refurbishment, hire/train/coaching/performance appraisals/delegate/terminate staff members, travel to sales events and training seminars, survey competing facilities, complete marketing reports, monitor monthly financial statements, participate in hotel budgeting and planning.
Overall responsibility for supervision of all hotel employees, enforcing personnel policy and property work standards.
Best Western Jamaica Bay Inn (Marina Del Rey California)
General Manager (December 2005 to May 2007)
Responsible for the smooth and efficient day-to-day operations of the hotel and restaurant including: Front Desk, Housekeeping, Laundry, Maintenance, Kitchen and Restaurant, Landscaping, Accounting, Marketing, Sales, Guest Relations, and Personnel.
Successfully achieved and exceeded annual Revenue and NOI budgets for two consecutive years
Implemented new SOP in the restaurant and banquets departments.
Increased ADR 35% over a period of two years.
Established and implemented and Service Improvement training program raising service levels.
Moved the properties service ranking to top 5 in the Best Western System.
Furama Hotel (Los Angeles California)
Rooms Director / Assistant General Manager (December 2001 to December 2005)
Areas of responsibility include: Front Desk, Reservations, PBX operators, Bellmen / Drivers staff, Concierge, Engineering and Housekeeping departments.
Support, assist, train, guide and lead a management team of 12.
Heavily involved in union activity and contract renegotiations.
EOC member, chairperson: Quality Committee and Safety Committee.
Responsible for 30, 60, 90 day forecast of revenues and expenses.
Preparation of monthly profit and loss statement for the rooms department.
Chair daily rate and revenue meetings to maximize revenu0es.
Development and implementation of hotel standards (SOP manual).
Holiday Inn Buena Park (Buena Park California)
Rooms Division Manager / Assistant General Manager (May 1997 to December 2001)
Areas of responsibility include: Front Desk, Reservations, PBX operators, Bell staff, Housekeeping and Engineering departments.
Oversee the operations and organization of the above mentioned departments with the assistance of my team of managers which include: Guest Service Manager, Executive Housekeeper, Reservations Manager, Chief Engineer, and Bell Captain.
Check and control; room reservations, front office procedures, inventories, scheduling and departmental budgeting to maximize hotel revenues.
Assist in the preparation of monthly profit and loss statement for the property.
Monitor and modify HIRO and Holidex reservation systems to maximize average daily rate and occupancy percentage.
Maintain all standards of guest service to exceed the guest expectations.
Act as revenue manager to maximize revenues, chair daily and weekly yield / revenue meetings.
Conduct monthly CSIP (service improvement) training classes for line level staff members.
Closely monitor and review payroll and other budgeted expenses with department heads.
A key member of the Executive committee, assist in the annual budgeting process.
Holiday Inn Torrance (Torrance California)
Guest Service Manager (November 1995 to May 1997)
Supervise and motivate 30 Guest Service Representatives including 3 subordinate supervisors, Front Desk Staff, PBX operators, preservationists, night audit, bellman, and concierge staff.
Hire, train, counsel and evaluate employees.
Chair daily/weekly revenue meetings.
Responsible for weekly scheduling of employees, weekly/monthly occupancy and revenue forecasting, budgeting, monthly P & L statement, and monitoring department payroll.
Monitor HIRO and Holidex reservation systems maximizing average daily rate and occupancy.
Guest Service Manager & Executive Housekeeper (August 1994 to November 1995)
Food & Beverage Manager (January 1994 to August 1994)
Assistant Guest Service Manager (July 1993 to January 1994)
Executive Housekeeper (June 1989 to July 1993)
Assistant Executive Housekeeper (August 1987 to June 1989)
Recognition / Achievements
Wyndham / Howard Johnson GM certification, 2013
Best Western General Manager Certification, 2011
Certified Hotel Administrator (CHA), American Hotel Motel Association, 2007
Achieved & Maintained #1 ranking on Trip Advisor.com, 2007-10
IHG Express General Manager Certification, 2007
Recognition Award from IHG for Top OSI, 2009 / 2010
Recognition Award From IHG for highest RevPar Increase, 2007 / 2008.
Certified Professional Food Manager, 2006
Certified Rooms Division Executive (CRDE), American Hotel Motel Association, 1999
Served as primary Encore Trainer during changeover from HMS to Encore, 1995
Implemented Continuous Service Improvement Process, 1994,1997
Chaired hotel’s committee on guest security and emergency procedures, 1997
Integral member of pre-opening staff for Holiday Inn Torrance - Hired and trained all Housekeeping personnel, 1987
Strategic Revenue Planning Certification, 1996
First Concern Line Level Trainer, 1996
Certified Guest Service Manager (H.I.W.W.), 1995
HIRO Training Certification, 1995
HIRO Min Max Training, 1997
Certified Encore Trainer, 1995
Re-instituted internal controls in the Food & Beverage Department to reduce food, pour and labor costs, 1994
National Executive Housekeepers Association Member, 1990
Special Skills
Fluent in Spanish: familiarity with multiple cultures due to schooling in Europe. M3 accounting systems, extensive use Opera, Encore, HIRO, Holidex, HMS, HIS and AutoClerk. Proficient in Microsoft Word and Microsoft Excel.
Education
Educational Institute of the American Hotel & Lodging Association:
Hospitality Management Diploma
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