Margaret H. Johnson

Cell: 843-***-****

acy20m@r.postjobfree.com mailto:acy20m@r.postjobfree.com

Hospitality General Manager

Established Professional with 27 plus years in Hospitality Management; providing Professional Guest Services and Leadership in the Hospitality industry. Planning and directing business operations and personal affairs for CEO and high-level executives. Recognized for superior business acumen; poised in high-pressure, fast paced business environments.

Possess confidence and patience to effectively mentor staff and communicate with thousands of customers from all cultures and economic levels. Superior multi-tasking ability allows for troubleshooting while maintaining a professional demeanor, researching, and resolving issues promptly. Proficient in start-up projects, training and implementing specific company criteria in all departments to include guest services, housekeeping/laundry, engineering with strong organizational skills which are model for the industry. High regard and respect for Executive Management Leaders and their leadership. Self-motivated, exercises sensible judgment; highly organized and detailed oriented with a proven ability to meet and exceed deadlines.

CORE COMPETENCIES

Highest Ethical Standards § Customer Satisfaction § Organizational Leadership § Budgeting and Forecasting § Performance Optimization § Strong work ethic § Assessment and Analysis § Communication § Professionalism § Team Oriented § Problem Solving § Multi-Site Operations § Crisis Management § Personnel Development § Community Outreach

OBJECTIVES

Accomplished Leader is seeking to leverage extensive background in leading a successful Team, providing Excellent Guest Experience and positive satisfaction results to increase or exceed company evaluation scores for extraordinary hospitality experiences.

PROFESSIONAL HISTORY

General Manager Pompano Beach, Florida § 2/2012 – 11/22/2016

Letter of reference from COO attached.

Fractional Ownership hotel comprised of seventy seven units located adjacent to the ocean. Prepared and reported occupancy, financials and forecast to Management Company and Board of Directors. Managed ongoing renovation projects constructively while maintaining high occupancy. Entirely responsible for managing all aspects of the resort hotel functions while focusing on excellence Customer Service standards at all times.

General Manager St Thomas, USVI § 3/2009 – 12/2011

Fractional Ownership Historic Hotel comprised of one hundred ninety four rooms, four Homeowners Associations; one Condo Association; one Common Area LLC and four Restaurants to include two five Star restaurants and two casual family dining.

Balanced and forecasted all five Associations financials under approved budget.

Enhanced Comment Card scores from “Resort of Distinction” to “Silver Crown” in less than a year.

Continued excellent relationships with owners and guests while managing a $Seventeen Million dollar renovation project over a three year period in an impoverished area.

Preserve a positive relationship with Staff, Project Managers and Local Governments.

Developed positive working relationships with the Governor, Senators and related representatives;

Stellar communications with Historic Preservation Board in conserving the resort’s historic nature, resulting in numerous marketing opportunities.

PROFESSIONAL EXPERIENCE

Served as principal advisor to Senior Management in all matters pertaining to operations, financials and development

Developed comprehensive security plan successfully implemented site wide and within budget

Commended for managing a Team of 54, that surpassed comprehensive inspection and exceeded customer ratings

Successfully interacted with twenty eight Boards of Directors and thousands of owners and guests.

Worked alongside Project Managers on a strict timeline and budget to restore a Historic Resort’s refurbishment plan.

Implemented my hands on management style, we were able to return in 15 months, a failing resort into a competitive, destination market place; achieving Silver Crown above current “Resort of Distinction” status for each association.

SPM Resorts ~ Blue Tree Resort, Orlando, FL and Vacation Village Kissimmee, FL (11/2008 – 2/2009)

Interim GMIT Assisted the GM and all Department heads in training and developing strategies for better communications and productivity. Reason for leaving; transferred to St Thomas, USVI

SC Real Estate Sales Charter One Realty- Hilton Head Island, SC 2002/2008 Realtor ~ Contract Coordinator ~ Residential Sales Mentored under one of the most successful Million dollar producers on Hilton Head, processing and closing contracts while building a successful residential Real Estate sales client database. Reason for leaving; SPM offered an opportunity in Florida and future growth within the company.

SPM Resorts ~ Village at Palmetto Dunes, Hilton Head Island, SC 1999/2002 General Manager Partner with Guests, Owners to deliver a great hospitality experience. Provided customer support, involving problem solving, procedural changes and corrections. Coordinated daily operations by including HR department, daily motivating staff huddles to address and resolve customer complaints; to address upcoming events and VIP’s checking in. Deal with difficult customers with a calm and fair approach, using both diplomacy and empathy when required. Reason for leaving: SPM lost management contract. Due to ailing parents, I was not able to re-locate at that time.

SPM Resorts ~ Egrets Point, Edisto Island, SC 1998/1999 General Manager Managed a 48 unit failing timeshare condo association with little or no supervision. RCI Gold Crown status achieved within first year. Supervised, coached and counseled staff of over 50 employees. Monitored employee files for compliance requirements. Conducted training on Hospitality, front desk check-in, software training, aging, accounting, training and budget compliance meetings with managers and coordinated all orientation sessions for new hires. Reason for leaving: Promoted to SPM resort on Hilton Head Island.

RPM Management~ Winston Salem, NC 1994- 1998 Regional Property Manager Supervised 27 SC and NC, FmHA, HUD low income multifamily and elderly properties, working out of a home office. As a Regional Manager, responsibilities included on-site quarterly visits to each property; rent-up marketing, hire on site staff; train to qualify tenants per government standards and inspect and manage pre-assigned budgets.

SYSTEMS KNOWLEDGE

MS Office ~ Excel ~ Word ~ Power Point ~ Outlook ~ Publisher ~ SPI

EDUCATION AND TRAINING

University of South Carolina (2 years)

eCornell University – Hospitality Management Certification 2012

South Carolina Real Estate Salesman License. 1985 – Current

Annual SC mandated Continuing Education

PROFESSIONAL AFFILATIONS:

Board Director of the Virgin Islands Hotel and Tourism Association

Committee Chair ~ Timeshare Fractional Ownership

Committee Member ~ St Thomas Downtown Revitalization Board

Committee Member ~ Tommy Star Exceptional Employees Fund Raising Gala

Member ~ CCARH – Carolina Council for Affordable Rural Housing

Member ~ SAHMA – Southeastern Assisted Housing Management Association

Member ~ Hilton Head, South Carolina Board of Realtors

NAHMA – National Affordable Housing Management Association – SE Conference – Moderator

SAHMA - State Membership Committee Activities/Business

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