General Manager

Director of Rooms

*Qualifications Profile

Highly dynamic, detail-oriented, and results-driven professional with wide-ranging experience in handling all aspects of hotel operations encompassing front office activities, housekeeping, staff management functions, and food and beverage. Epitomize capability to develop and implement plans, with strong focus on driving corporate growth beyond established goals and expectations. Demonstrate capability to lead high-caliber teams to ensure professional development and the achievement of organizational objectives. Offer experience gained throughout a successful career underscored by consistent record of delivering top-quality operational solutions. Possess excellent interpersonal, decision-making, and communication skills.

2 Areas of Expertise

Customer Service and Guest Relations Team Management and Leadership Regulatory Compliance

Planning and Coordination Revenue Growth and Profit Maximization Rapid Conflict Resolution

2 Professional Experience

BENCHMARK GLOBAL HOSPATAILITY The Woodlands, TX 2014- Current

Director of Rooms Topnotch Resort and Spa – Stowe, VT

2015–Present

Strategically manage overall operations of a property with 68 rooms and 21 condominium rentals.

Member of Hotel Executive Committee, with P&L responsibilities for four departments.

Take charge of overall housekeeping, front office, reservations, and maintenance operations.

Draft rental contracts with condominium owners, while establishing necessary standards.

Handle the recruitment and training of positions including guest relations manager, housekeeping manager and staff, maintenance manager and staff, reservationists, front desk agents, and bellmen.

Render direct supervision to three department heads and 60 hourly staff members.

Efficiently delegate to ensure smooth hotel operations in the absence of the vice president.

Generate revenue and reduced payroll costs while managing an expansion of condominium pool from 18 to 21 units.

Attended the 2015 SMS-HUG conference (Springer-Miller Systems Host Users Group) in Bend, Oregon with regional revenue manager.

Assisted as evening food and beverage manager on duty at both food outlets for 2016 and 2017.

Director of Rooms (Taskforce)

2015 & 2016

Dollywood’s Dreammore Resort, Pigeon Forge, TN - Summer 2015 (Property Opening Team)

oWorked in housekeeping to develop the department and as MOD in the front office during the opening.

Beachwalk Resort, Hallandale Beach, FL – Spring 2016

oRestructured departmental staffing levels and hours of operation to compensate for workforce challenges; specifically pertaining to bellmen due to an absence of standard hotel infrastructure.

Dollywood’s Dreammore Resort, Pigeon Forge, TN – 2016 Season

oInterviewed, hired and trained a new front office manager and director of housekeeping.

oAssisted as evening manager at Song and Hearth restaurant.

Received the Gemstone Pro Award for excellent management service in 2015.

Director of Rooms The Essex Resort and Spa - Vermont's Culinary Resort – Essex Junction, VT

2014–2015

Rendered strategic leadership to department managers of the front desk, housekeeping, and bell.

P&L responsibility for front office and housekeeping.

Ensured memorable service experience and surpassed guest expectations through the creation of hotel-wide strategies.

Handled the recruitment and training of guest relations manager, desk agents, bellmen, and reservationists.

Attended to all guest comment cards to guarantee positive resolution for all guest services issues.

Led the development of hotel standards for clean rooms and trained housekeeping manager and staff to the standard.

Procured necessary supplies and worked with outside laundry service to comply with new room standards.

WITHAM FAMILY HOTELS Bar Harbor, ME

Guest Relations Manager Atlantic Oceanside Hotel

Inn Keeper (Part-Time) Acadia Inn

2013–2014

Managed front desk, reservations, and front of house of the Hotel Bistro with 154 rooms and 6 town houses.

Oversaw night audit, late arrivals, guest requests, and the resolution of emergencies at the sister company.

Introduced and established all customer service, accounting, PMS operation, and standard operating procedures for the front desk and reservations.

P&L responsibility for front desk and reservations.

Processed and billed all monthly direct bill accounts for both corporate and transient.

Formulated packages for the coming year and implemented rates for various room types.

Supervised staff at a small 36-seat onsite bistro that served both breakfast and dinner.

Performed duties of bartender and server when substitutes were needed, as well as maître d’ for large events including weddings and holiday celebrations for Thanksgiving, Independence Day, and New Year’s.

INTERCONTINENTAL HOTEL GROUP Various Locations

Front Office Assistant Manager Intercontinental Mark Hopkins – San Francisco, CA 2012–2013

Hotel Manager on Duty Intercontinental – Tampa, FL

Functioned as hotel manager on duty five nights a week overseeing restaurants (Top of The Mark, S.F. & Shula's Steak House F.L.), banquet functions, as well as rooms division.

Held accountability in overseeing the entire property, while leading the enrollment goal for staff; as well as in hiring, terminating, and counseling front office and bell staff.

Adhered to intercontinental service standards and department policies.

Completed two star reports to evaluate the adherence of staff to company standards in terms of all guest interactions.

Took charge of Intercontinental Hotel Group (IHG) Loyalty and IHG Ambassador Programs, while acting as champion.

Educated line staff and supervisors as well as valet, bellmen, desk agents, concierge, and night auditors.

Addressed guest complaints filed online and through the corporate website.

Reorganized desk bell phone concierge to maintain conformance with new standards.

Provided first-rate guest service in San Francisco during the 2013 Americas Cup; as well as in Tampa during the 2012 Republican National Convention with IHG reward members and attendees.

CAPE CODDER RESORT & SPA Hyannis, MA

Front Office and Reservations Supervisor 2010–2011

Controlled overall front of house operations including the front desk and reservations.

Gathered updated information and oversaw the sale of seasonal rooms, dinner theater, and event packages.

Secured accurate documentations of answered and missed calls as well as the hourly sales for reservations.

Facilitated the training of all front of house staff on cash handling and hotel security procedures to new associates.

Organized and managed programs at regional reservations center as well as selling of cards to Hearth n’ Kettle, Spa, Cape Codder, and two sister properties.

2 Earlier Career

MARRIOTT, RESIDENCE INN Boston, MA Woburn, MA

Front Desk Supervisor 2005-2007

Earned recognition as Employee of the Month for the Boston branch in 2006.

Received Letter of Recommendation in 2006 for consistently meeting and exceeding job requirements.

LINCHRIS HOTEL CORPORATION Hanover, MA

Front Office / Management (Intern) - Comfort Inn Hyannis, MA 1999–2000

Front Desk Agent–Best Western University Hotel Boston, MA 2004-2005

2 Education

Hospitality Management (Hotel, Motel, and Restaurant Management)

Upper Cape Cod Regional Technical School Harwich, MA

Emergency Medicine

Northeastern University Burlington, MA

2 Professional Development

Host Users Group (HUG) Conference: 2015, Bend, OR

IHG Rewards Training Conference: 2012, Baltimore, MD

Administrative Office of the Courts & N.H. Sheriff's Association Academy, Concord, NH

2 Activities

Star Party, Host Professional Association of Diving Instructors (PADI), Rescue and Ice Diver

International Law Enforcement Educations and Trainers Association (ILEETA), Instructor Finatics Scuba Club, Member

Vermont Astronomical Association, Member New Hampshire Astronomical Society, Member

2 Technical Acumen

Microsoft Office Suite (Word, Excel, and PowerPoint) Opera Galaxy

FOSSe HotSOS SMS Host GoConcierge Profit Manager R.D.P. SMS Host

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