Manager Management
Resume:
GEORGE J. THOMAS, CHS
London, ON N6H 5P7
CANADA
e-mail: ***************@*****.***
EXECUTIVE SUMMARY
Hotel Management executive with over 27 years of experience with the world’s leading hotel chains--Marriott, Starwood, Hilton, and Wyndham in North America (US and Canada), the Caribbean, and South Asia. Focused on revenue generation (RGI); guest satisfaction; associate development; and maintaining Brand standards. Areas of expertise include: Revenue Management; Rooms Operations; and Finance. Worked for corporate, franchise, and independently owned properties in both union and non-union environments.
PROFESSIONAL EXPERIENCE
TownePlace Suites by Marriott
London, Ontario, Canada (126 Suites) August 2015 – October 2015
General Manager
Responsible for the overall management of the newest TownePlace Suites Brand in Canada
Implemented Marriott Brand Standards as the Hotel was converted from a Travelodge
RevPAR growth of $15.00 within 2 months
Ranked #2 in Canada for all TownePlace Suites in Canada for overall Guest Satisfaction
Ranked #2 out of 42 Hotels on Trip Advisor in London, Ontario
Four Points by Sheraton, Hotel and Suites (affiliated with Starwood Hotels and Resorts)
London, Ontario, Canada (180 Rooms and Suites) February 2010 – July 2015
Director, Rooms Operations and Revenue Management
Responsible for the overall Revenue Management at the property level and Rooms Operations
Member of the Executive Committee
RevPAR growth of 4.5% year on year in 2013, 5.5% in 2014
Implemented Rational and Dynamic Pricing (RDP) Revenue Management system
Appointed as the Property Champion for the Starwood Preferred Guest (SPG) Loyalty Program. Exceeded enrollment goals for the North America Division in 2011, 2012, 2013 and 2014. Ranked #1 Hotel in Canada for 2013.
Ranked Number 1 among 128 Hotels in Guest Loyalty in the Guest Experience Index (GEI) for Starwood in 2014
Hotel was awarded the Trip Advisor Certificate of Excellence for 2013, 2014 and 2015
Directly involved with the coordinating of a $4.5MM renovation of the lobby and public areas of the hotel in 2011 which had significant impact on service delivery and service recovery. Coordinated additional $7.5MM renovation under the new ownership in the Rooms Division which was completed in mid-2014
Spencer Leadership Centre, (affiliated with the Richard Ivey School of Business, managed by Dolce Hotels and Resorts, currently part of Wyndham Hotel Group)
London, Ontario, Canada (125 Rooms) February 2007 – January 2009
Director of Operations (Dolce Hotels & Resorts)
Responsible for the overall operations of this unique IACC affiliated, Hotel and Conference Centre set in the educational environment of the Richard Ivey School of Business
Member of the Strategic Team (Executive Committee)
Assisted in the re-opening of the facilities after a $7.1MM renovation in 2007
Coordinated the seamless day-to-day running of a union versus non-union environment, while finding a delicate balance between the associates of three different entities within one facility
Guest satisfaction scores improved by 18% year on year
Chaired the Operational Excellence Team and the Green Team
Overall responsibility of the Hotel and Conference Centre in the absence of the General Manager
Residence Inn by Marriott, London, Ontario, Canada (116 Suites) March 2003 – January 2007
(Platinum Hotel awarded in 2004 – only one of four hotels from over 450 Marriott International - Select Service and Extended Stay hotels worldwide)
Accounting Administrator
Oversaw all aspects of the Accounting function of the Hotel which include Accounts Payable, Accounts Receivable, Payroll, Budgeting, Forecasting, Month-end and Year-end reports, as well as the Revenue Management function of the Hotel
Oversaw the Human Resources function of the hotel which included Recruitment, Training, Orientation, Coaching, Counseling, Health & Safety co-ordination, Scheduling and Termination
Facility obtained 92% in the Marriott Quality Assurance Compliance Audit in 2005 and 2006
Directly responsible for reducing Receivables from $174K to $38K within six months
Streamlined the Purchasing system to reduce payables turnaround time, while establishing a clear audit trail for Department Managers to keep in line with their individual budgets
Overall responsibility of the hotel in the absence of the General Manager
Revenue Manager
Responsible for Revenue Management, Front Office Operations and Reservations
Hotel was awarded Most Improved RevPAR in 2003 and 2004 and Most Improved RevPAR Index in 2005
Responsible for the interface between the Property Management System (RICHIE) with the credit card processor, thereby reducing check-in and check-out times by more than 50%
Jalousie Hilton Resort & Spa, St. Lucia, West Indies (112 Villas) July 1999 – June 2001
(Voted as one of the top 50 resorts in the World by Condé Nast Traveler in 1999 and 2000 and awarded four diamond status by AAA in 2001)
Director, Rooms Division
Responsible for Reservations, Front Office, Concierge Services, Bell Stand, PBX, Transportation and Housekeeping
Member of the Executive Committee
RevPAR growth of 14% in 2000
The Front Office department was rated among the top 2 within Hilton International for the Americas, in the Guest Satisfaction Tracking System (GSTS) for 7 consecutive rolling quarters in 2000 and 2001
Member of the Management Team that was able to defeat a Union vote (the first time ever within Hilton International)
Operational responsibility of the hotel in the absence of the General Manager
Sheraton City Centre, Washington, D.C. (353 Rooms) September 1992 – May 1999
(Known as Wyndham City Center since March 1999. Presently known as the Renaissance M Street Hotel)
Guest Services Manager
Responsible for Front Desk, Bell Stand, Concierge Services, Club Lounge, PBX, Night Audit and Parking Garage
Trained associates in Sheraton standards (prior to being part of Starwood Hotels and Resorts) and Wyndham standards
Ranked #2 among Sheraton Hotels in Guest Satisfaction Tracking System (GSTS)
Assisted in the Hotel Brand conversion from Sheraton to Wyndham in rooms operations
Assisted in the conversion of the Property Management System from HMS to Fidelio
Night Manager
Assumed overall responsibility of the facility during the Evening shift as the Manager on Duty
Accurately maintained a cash bank of $5K
Night Audit Supervisor
Prepared detailed reports for top management and trained all new Night Audit staff
Supervised all periodical systems backup, updates and maintenance
Night Auditor
Verified and balanced accounts to ensure that accurate financial data was made available to top management
Monitored accounting procedures, ran Financial and Operational reports, reconciled Restaurant and Banquet sales
Guest Service Agent
Providing attentive, courteous and efficient service to ensure exceptional guest satisfaction
The Astor Hotel, Calcutta, India (32 Rooms) October 1988 – October 1990
Assistant Manager
Operational responsibility of 3 Restaurants, Front Office and Housekeeping
Developed Room rate structure for the Hotel
Represented Management in Labour Union negotiations
INTERNSHIPS
Marriott Corporation, Boston, Massachusetts June 1991
Food Service Management for Harvard Business School commencement
Hotel Oberoi Grand, Calcutta, India July – August 1987
Front Office department
Welcomgroup Maurya Sheraton, New Delhi, India June – July 1986
Food & Beverage department - Indian Specialty Restaurant
Hotel Oberoi Grand, Calcutta, India October – November 1985
Food & Beverage department - Banquets
EDUCATION
Cornell University – School of Hotel Administration, Ithaca, New York March 2008
Advanced Executive Hospitality Program (Toronto, Canada)
Johnson & Wales University, Providence, Rhode Island November 1990 – August 1992
Master of Science degree in Hospitality Administration
Dean’s List; Cumulative GPA 3.79 on a scale of 4.0
Secretary, Graduate Students’ Association
Member, Graduate School Yearbook Committee
Orientation Leader
Institute of Hotel Management, Calcutta, India June 1985 - May 1988
Awarded Diploma in Hotel Management, Catering Technology & Applied Nutrition
Class Representative, Students’ Association
Member, Executive Committee, 25th Anniversary Celebrations
St. Xavier’s College, Calcutta, India August 1983 – August 1987
Bachelor of Commerce degree, with a concentration in Accounting
Class Representative, Students’ Union 1985 and 1986
ADDITIONAL INFORMATION
Member of SKÅL International (London). Presently serving as the Treasurer
Proficient in Property Management Systems from Starwood, Marriott, Hilton, Wyndham and Dolce. Hospitality Management Systems (HMS 4.5.2), Fidelio 6.2(8), RICHIE, FOSSE, MARSHA, Epitome, LightSpeed 9.7.5, GEAC, ISAC and Delphi
Proficient in Microsoft Office -- Word, Excel and PowerPoint
Certified Hospitality Supervisor (CHS) by the American Hotel & Lodging Association
Property Champion, Marriott International for the migration of Property Management Systems
Certified by the Canadian Red Cross in Emergency First Aid CPR/AED (valid till 2017)
Certified The Welcome Trainer for Starwood Hotels and Resorts
Certified Trainer for Wyndham International
Certified Service Fanatic for Marriott International
Special interests include golf, tennis and swimming
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