General Manager Guest Service

Jamie Reynolds

225-***-**** /*****************@*****.***

Summary: I am a HIGH ENERGY focused General Manager/Sales. I am successful in contract negotiation and process improvement. I remain calm and poised even in high pressure situations. Leverages in-depth knowledge of the industry trends and shifts to offer valuable insights on opportunities for new growth and expansion.

Highlights: Policy/program development, hotel operations management and sales, staff development, conflict resolution, problem solver, revenue management, pre-opening management (3successful hotels), inventory management, budgeting, brand management and hotel knowledge for IHG, Marriott,

& Hilton brands.

Experience:

Holiday Inn Hammond August 2020 to Present

General Manager-Responsible for the overall success of the hotel. I was required to meet or exceed planned revenue and profitability objectives. As General Manager, I managed all areas of the hotel in accordance with company and brand standards to achieve a friendly atmosphere of superior guest service, product quality, teamwork and financial goals. My social goal was one of high visibility and strong relationship building with the guests, the employees and the brand; and therefore, strong people skills were an essential aspect of this job. In this position, I had access to confidential personnel, company and financial data that I was required to maintain the confidentiality of at all times. The position required me to display exemplary performance for the staff to follow. Key area of responsibility includes but not limited to: * Quality Assurance (Q A) / Product Quality Q Hotels Group

Regional Director of Sales-River Region Parishes July 2018 to August 2020 Drives revenue from local accounts for the hotels the Sales Executive represents by proactively soliciting new business from small business accounts, sourcing new accounts, identifying new targets, and re- soliciting past business leads. Partners with account leaders to pull through business from deployed customer accounts focusing to maximize business within the represented market place. Provides property support by coordinating and executing property internal mining efforts at assigned hotels. May work with Local Sales and U.S. Account Sales teams to drive production from targeted high priority accounts including maximizing special corporate business within the represented market place. My Hospitality LLC...

Regional Director of Operations (Hammond, Denham Springs, Gonzales, LA) February 2018 to July 2018 Overseeing the development of new General Managers, Guide and direct hotel management in development, production, promotion, and financial aspects of the company’s services, Arrange Weekly meetings to work in conjunction with the General Managers to actively manage key property issues, Assist the General Managers in reviewing individual hotel’s performances to analyze results and implements improvement where appropriate, Assist in the development of meaningful, achievable hotel budgets and other short and long- term hotel strategic goals, Assist the General Managers to coordinate the service delivery of all l departments in order to meet and exceed guest service expectations, Ensure that costs are controlled throughout the operational departments and results are analyzed regularly to highlight problem areas and take appropriate action, Review and address guest feedback with hotel managers in order to achieve positive outcomes and high levels of customer satisfaction, Understand the strengths and weaknesses of the competition and finds opportunities for the hotel to exceed the competition, Establish weekly Sales/Revenue/Marketing meetings with the General Managers and Regional Directors of Sales to review and support in developing strategies to grow revenue, create sales, enhance marketing., Review, analyze, and respond to all hotels on performance as received from various reporting systems, Read, analyze, and interpret documents including financial reports such as hotel NA sheets, general ledger’s,Aid in preparation of financial forecasting, budgeting, and other strategic planning, Track QA/brand visits and inspections and achieve outstanding results, Proactively maintain positive relationships with all General Managers Courtyard by Marriott- Hammond, LA October 2015 to February 2018 General Manager-Responsible for the overall success of the hotel. I was required to meet or exceed planned revenue and profitability objectives. As General Manager, I managed all areas of the hotel in accordance with company and brand standards to achieve a friendly atmosphere of superior guest service, product quality, teamwork and financial goals. My social goal was one of high visibility and strong relationship building with the guests, the employees and the brand; and therefore, strong people skills were an essential aspect of this job. In this position, I had access to confidential personnel, company and financial data that I was required to maintain the confidentiality of at all times. The position required me to display exemplary performance for the staff to follow. Key area of responsibility include but not limited to: * Quality Assurance (Q A) / Product Quality Some Past Experience includes:

Leisure Hospitality Management Inc.

TownePlace Suites by Marriott Tulsa North/Owasso

General Manager- June 2011-May 2015(moved to Louisiana) Opening Director of Sales & Marketing- January 2010-June 2011 Opening Team Renaissance Tulsa Hotel & Convention Center (AYS Supervisor) Opening Team Holiday Inn Express Owasso(Front Desk Agent) Opening Team Staybridge Suites Tulsa(Sales for Leisure Hospitality) Director of Sales for TownePlace Suites Joplin, MO (2year moved to OK) General Manager Candlewood Suites, Joplin, Mo (2years) Assistant Front Office Manager Doubletree Warren Place Tulsa Sr. Corporate Sales Manager Radisson Hotel Tulsa/Hilton Garden Inn Airport Some of My Past Duties Include:

• Soliciting new business to ensure all revenue goals are achieved or exceeded within all market segments.

• Identifying business opportunities and proactively researching and analyzing prospective clients.

• Developing and maintaining knowledge of market trends, competition and customers.

• Developing and implementing hotel specific selling strategies.

• Motivating others and showing a willingness to personally demonstrate a successful method of selling beyond goals and expectations.

• Internet prospecting by dedicating time each day to researching the internet for meetings, conferences, events and sports groups coming to area and using this information to solicit possible future business.

• Making cold calls, direct sales calls, sales blitzes, and hotel tours. In addition, maintaining excellent working relationships with existing clients while exploring ways to increase revenue.

• Assisting Revenue Manager and General Managers with weekly calls to review and update day forecasting in order to meet and/or exceed our budgeted goals.

• Displaying leadership in guest hospitality, exemplifying customer service and creating a positive examplefor guest relations; interacting with guests to obtain feedback on product quality and service levels.

• Reviewing guest satisfaction results to identify areas of improvement and ensure that a customer recognition program is in effect throughout Sales.

• Maintaining a weekly sales quota of outside calls, all telemarketing calls and site inspections as assigned by the Owners.

• Managing RFP process.

• Attending occasional Chamber of Commerce networking events and trade shows, above and beyond normal business hours.

• Preparing contracts, reports, and other paperwork related to the sales department.

• Documenting activities daily in Hotel Sales software.

• Assisting General Manager with all aspects of budget process including, but not limited to, the preparation of the annual marketing plan, including quarterly action plans covering all market segments.

• Maintaining well documented accurate, organized and up-to-date file management system in order to serve clients and employer in the most expedient, organized and knowledgeable manner.

• Developing strong customer relationships through frequent communication and the use of professional, courteous and ethical interpersonal interaction.

• Developing customer profiles and maintaining an effective trace system, including trace dates and references, in order to best meet client needs, resulting in superior account service and increased revenues. Promptly following up on all customer needs and inquiries in an efficient and expedient manner. Personal & Professional references available upon request

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