Manager General

HOTEL MANAGEMENT

Highly motivated and accomplished management professional with a successful track record in hotel management, operations, forecasting, team building and excellent service delivery. Core competencies include:

Operational Management

Strategic Business Planning

Revenue Yield & Management

Team Leadership & Guidance

Project Implementation & Management

Guest & Staff Satisfaction

Process Improvement

Forecasting & Budgeting

Relationship Management

Profit & Loss Analysis

4 Technical proficiencies include: Opera, Holidex Plus, OnQ and Microsoft Office Suite

PROFESSIONAL EXPERIENCE

■■■ GENERAL MANAGER

InterContinental Hotels Group

Holiday Inn Express Edmonton South – Edmonton, AB (191 rooms) Aug 2016 – Apr 2017

Manage all daily operations for 191 rooms with strong adherence to brand standards and quality satisfaction. Develop and execute marketing plans, guest satisfaction evaluations, and front office policies and procedures. Oversee sales and forecasting and manage budget and expenses. Handle staff recruitment, retention, training and supervision of leadership group.

Achievements:

Developed annual financial plans to achieve budget; made forecast and revenue goals each month and increased GOP by 2% year over year.

Secured several large corporate accounts with assistance from IHG corporate; increased market shares each term.

Implemented new staff incentive programs to reward dedication and guest satisfaction feedback; drastically reduced staff turnover by 90% since role acquisition.

Developed housekeeping and maintenance system based on occupancy and guest concerns; improved staff allocation and money management in which reduced the operational cost by 8%.

Commissioned internal joint Health and Safety committee to identify workplace hazards and aid in development of improved safety standards and procedures.

Championing the monthly Health and Safety meetings.

Ensured costs are controlled throughout the operational departments and result analyzed regularly to highlight problem areas and took appropriate action. Evaluate corporation costs through daily and monthly P/L with senior management and ownership.

Organized a housekeeping and maintenance system based on occupancy and guest concerns with strong emphasis on staff allocation and money management as well as daily operations.

Developed a health and safety regulations, emergency procedures and guest and employee safety procedures.

Inspected guest rooms, public access areas and outside grounds for cleanliness and appearance. Protected hotel and the assets through enforcing and maintaining a preventative maintenance program.

■■■ HOTEL GENERAL MANAGER

Hilton Worldwide

Homewood Suites Calgary Airport (122 suites) &

Hampton Inn Calgary Airport North (135 rooms) – Calgary, AB Sept 2013 to Jul 2016

Spearheaded the design, construction, décor furnishing and opening activities for both hotels and managed day to day operations, as well as standards and staffing.

Hotel General Manager for dual brands, responsible for directing, delegating and participating in all aspects the hotel daily operations in an efficient, effective and responsive manner with a strong adherence to brand standards and overall satisfaction. Oversee all operational aspects of this busy hotel through the utilization of management personnel. Developed and executed the hotel marketing plans as well as preparing budget.

Highlights:

Work in conjunction with the complex General Manager to actively manage key property issues.

Responsible for the continuous operation of both hotels.

Directed and coordinated the service delivery of all operational departments to meet and exceed guest expectations.

Provided effective leadership to the hotel management team and team members to ensure targets are met and exceeded on aspects or guest satisfaction, revenues and profits.

Implemented a staff training program that emphasis on education to improve services and remain in tune with innovations in hospitality.

Developed a sale and forecasting capability program; researched hospitality market in the neighborhood through sales and weekly occupancy reports and created a data base to forecast revenue and market potential.

Assisted in the development of achievable hotel budgets, forecast and other short and long term goals.

Developed, executed and currently evaluating health and safety procedures for both staff and guest.

Analyze daily revenue reports and execute a money management system that includes accounts receivable and payable.

Work closely with sales department to identify any potential clients and convert them to locally negotiated accounts.

Worked closely with QA department for audits and to ensure all brand standards are met.

Ensured costs are controlled throughout the operational departments and result analyzed regularly to highlight problem areas and took appropriate action. Evaluate corporation costs through daily and monthly P/L with senior management and ownership.

Organized a housekeeping and maintenance system based on occupancy and guest concerns with strong emphasis on staff allocation and money management as well as daily operations.

Held regular briefings and communication meetings with department heads and leaders team.

Oversee the food and beverage division to ensure that breakfast buffet and evening dinners and lounge operations and banquets are offered keeping hotel standards in mind, appropriate menu building, cost controls as well as productivity scheduling to maintain the labour costs.

Ensure that staff maintain appropriate inventory within the food and beverage division to meet needs of the guests along with costs controls are profit margins.

Developed a health and safety regulations, emergency procedures and guest and employee safety procedures.

Inspected guest rooms, public access areas and outside grounds for cleanliness and appearance. Protected hotel and the assets through enforcing and maintaining a preventative maintenance program.

■■■ GENERAL MANAGER

InterContinental Hotels Group

Staybridge Suites Calgary Airport – Calgary, AB (96 suites) Feb 2009 – Sep 2013

Manage all daily operations for 96 extended stay suites with strong adherence to brand standards and quality satisfaction. Develop and execute marketing plans, guest satisfaction evaluations, and front office policies and procedures. Oversee sales and forecasting and manage budget and expenses. Handle staff recruitment, retention, training and supervision of 28 guest service staff members, front desk supervisors and night auditors.

Achievements:

Nominated for General Manager of the year for 2012 by IHG.

Developed annual financial plans to achieve budget; made forecast and revenue goals each month and increased revenue by 4% year over year.

Secured several large corporate accounts and extended stay clientele; increased market shares each term.

Awards: rank #2 Best Hotel for families by Tripadvisor 2008 & 2009, rank # 3 highest REVPAR between Staybridge brand in North America for 2012

Implemented new staff incentive programs to reward dedication and guest satisfaction feedback; drastically reduced staff turnover by 90% since role acquisition.

Developed housekeeping and maintenance system based on occupancy and guest concerns; improved staff allocation and money management in which reduced the operational cost by 14%.

Commissioned internal joint Health and Safety committee to identify workplace hazards and aid in development of improved safety standards and procedures.

Executed new front line staff training program focused on guest relations and customer service orientation; improved internal Guest Satisfaction scores by 52% 2009, 68% 2010, 86% 2011 & 92% 2012.

Recipient of 2011, 2012 & 2013 Alberta Hotels and Lodging Associations’, Housekeeping Award.

Received Service Excellence Award from Tripadvisor.

Received Revenue recognition award for achieving highest revenues for all Staybridge Suites in North America for 2012

■■■ GENERAL MANAGER

InterContinental Hotels Group

Staybridge Suites Mississauga – Mississauga, ON Aug 2006 – Feb 2009

Spearheaded the design, construction, décor furnishing and opening activities for brand new 84 suite hotel and managed day to day operations, as well as marketing, standards and staffing.

Developed annual financial plans, analyzed daily revenue reports, and evaluated corporate costs through ongoing P/L with senior management.

Highlights:

Opening General Manager for the new hotel, involved in all constructions aspects, hiring executive comity set the targets and budgets for the first year, created all operating policies, procedures and practices.

Aided in the conversion of sister property from Best Western to IHG-Holiday Inn Express Toronto-Mississauga.

Provided strategic and operational guidance on the opening of the Holiday Inn Express & Suites Milton & Newmarket.

ADDITIONAL CAREER HISTORY

2004 - 2006: Rooms Division Manager; Best Western Toronto West – Mississauga, ON

2003 - 2004: Assistant Guest Services Manager; Travelodge Toronto York Dale – Toronto, ON

2001 - 2003: Front Office/Corporate Sales & Revenue Manager; Holiday Inn Select Brampton – Brampton, ON

1999 - 2001: Billing Control/ Customer Care Manager; Purolator Courier Limited – Toronto, ON

1998 - 1999: Night Manager; Holiday Inn Toronto Don Valley – Toronto, ON

1997 - 1998: Night Manager/Auditor; Holiday Inn Toronto West – Toronto, ON

Key Responsibilities

Hands on involvement with constructions of 5 hotels from ground up to preopening (3 IHG & 2 Hilton products).

Supervised teams of guest service staff, night auditors and front desk supervisors; developed initiatives and communicated requirements to increase guest satisfaction.

Increased profit margins and market shares; developed revenue recovery program, assessed resource allocation and daily expenses and executed money management system.

Assessed daily room inventory reports; developed room forecasts to project future occupancy and resource allocation.

Developed accounts to evaluate and compare revenue generated through individual, group and meetings bookings.

Hosted trade shows to strategically position hotel within the market.

Achieved and exceeded hotel profit margin; explored internal business segments and generated revenues in each.

Anaylzed control freight audit reports and investigated discrepancies for Purolator; recovered over $65M in billing errors.

EDUCATION and PROFESSIONAL DEVELOPMENT

Business Administration Diploma; University of Tanzania – Dar-es-Salaam, Tanzania, East Africa

Hospitality and Tourism Management Diploma; Centennial College – Toronto, Ontario

Certifications and Training Courses:

General Manager, Director of Operations, Sales, Front Office Operations, Maintaining Quality, Extended Stay Sales, Sales by Segment, Distribution Marketing, Behavioral Interviewing, Food Sanitation and Hygiene & Smart Serve.

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