Manager Customer Service

John Bornsheuer

**** ******* ***** ***** ******** City, Texas 77459

Phone: 281-***-**** **************@*********.***

SUMMARY

Experienced general manager of limited-service hotels seeking a rewarding long-term position where my skills and experience can be utilized to the benefit of my employer, our customers and myself.

PROFESSIONAL EXPERIENCE

Hyatt House, Houston Galleria

Night Auditor

March 2015 to March 2016

Lead night auditor for 130 room Hyatt house in the Houston Galleria.

RK Group

Regional Accounts Payable Specialist

San Antonio, Texas

(Temporary Position) November 2015 – March 2015

Regional accounts payable specialist for a hotel restaurant catering/supply company.

Holiday Inn Express

Hobby Airport

(Temporary Position) April 2014 – October 2015

Assisted ownership in converting a Holiday Inn Express to a Fairfield Inn & Suites.

Hyatt House, Houston West Energy Corridor

General Manager

2008 – March 2014

Day to day management of 120 all-suite hotel property and staff of 25; managed the property through two extensive renovations and changes in property ownership and management companies; handled the implementation of new franchise standards and procedures; was responsible for quality assurance, customer service and staff training; reviewed monthly financial statements with ownership and franchise revenue management; and was responsible for building and maintaining quality relationships with top corporate clients.

Bradford Homesuites, Katy and Houston Galleria

General Manager

1997 – 2008

Managed the first all-suite hotel for Intervest Management located in Katy, Texas through construction and several years after opening, then opened and managed their second property in the Houston Galleria. Assisted the company in opening the Denver and Colorado Springs locations and later returned to continue management of the Katy property until 2008.

RELATED SKILLS AND ACCOMPLISHMENTS

Staff motivation and training

Profit and loss responsibility; cost control management

Experience preparing annual capital, cash flow and sales and marketing plans

Conformance to franchise/brand standards

Remodeling and expansions

Holiday Inn Quality Excellence Award, 1996

Certification by Hyatt for “Coaching a First Place Team”

Last annual LRA inspection scores: Service Encounters 97.56%, Facility Standards; 90.96%, Cleanliness 94.13%

Last annual budgeted room revenue surpassed prior year actual room revenue, and achieved a 37% annual house profit while undergoing guest room renovations

Negotiated 25% rate increase with lead corporate client

Proficient with PMS systems, including Opera and WinPm

Qualified on MAS 2000

Experience with Microsoft Word and Excel

Experience with Human Resources responsibilities including: interviewing, hiring, training, coaching, counseling and evaluating.

EDUCATION

The University of Houston

BA – Journalism Studies

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