SUMMARY OF QUALIFICATIONS

Proven experience in hospitality and customer service for 30 years with 18 years in Hotel Management for Hilton, Marriott/Starwood and Intercontinental Hotel Brands

Over 30 years of progressive experience in strategic planning, improving operational efficiency, team building and project management for hospitality industry

Able to quickly understand complex concepts, identify and solve problems, turn ideas into logical strategies, and implement systems that optimize productivity, and increase bottom line.

Years of knowledge with Microsoft Office (Word, excel, outlook), OnQ, PMS, Opera, GDS

Increased team empowerment with providing a better work environment for employees. Train staff to better their customer service in order to build our relations with our guest.

A team of driven and talented professionals who is goal oriented.

PROFESSIONAL EXPERIENCE

7/2019 – 2/2020 Horizon Hospitality Management Inc

Vice President of Operations

Fully accountable for developing, execute and achieve strategic initiatives and financial results for the entire portfolio of hotels.

Support and direct the Regional Director of Operations as well as the property leadership in revenue growth, market share performance, financial, human resources, guest service, and sales initiatives in coordination with the corporate support team to achieve desired outcomes.

Effectively lead, supported, developed and trains the RDOs and General Managers and provides support and guidance for other indirect reporting.

Lead the annual business planning and budgeting process for each property in a coordinated fashion to ensure timely internal reviews while meeting ownership and corporate deadlines.

Participate and maintain active company and community relations while taking part in corporate activities and meetings.

2017 – 7/2019 MCR Hotels

Lead Task Force General Manager

Hilton Downtown ST. Louis at the Arch (533 Keys) ST. Louis, MO.

Hilton Garden Inn, Courtyard, Homewood, & Town Place (710 Keys) Midland/Odessa TX.

Hilton Garden Inn Denver Co. Hilton, Garden Inn Las Vegas NV. (390 Keys)

Primary Responsibilities:

Oversees all aspects of the hotel operations including: Sales and Sales calls, Guest Relations, Front Desk, Housekeeping, Maintenance, Food and Beverage, finances, team building and staff development.

Strong communication skills, both verbal and written

Draw up plans and budget concepts (Revenues, costs, etc.)

Delivering of data and proposals for the budgets and investments

Coordinate planning of Department Heads and Assistant Managers with regard to time- tables, work Schedules, employment of employees within different services

Be accountable for responsibilities of department heads in their absence

Develop and maintain excellent franchise and capital relationships

Drives Revpar, Revpar index and Revenue per guest

Creates and implements a cohesive Hotel Marketing Plan including Direct Sales, Advertising, Marketing, Revenue Management, Ecommerce, Online Reputation Management, Hotel F&B and Hotel Programming

Creates and implements a cohesive Hotel Business plan

Meets or exceeds guest satisfaction benchmarks both internal and on line

Drives guest experience

Meets or exceeds employee satisfaction benchmarks

Drives associate experience

Drives GOP, Flow thru and NOI per key

Leads a diverse team of leaders to drive Hotel experience

Maintains hotel service and product quality

Drives community relations

Developers all regionals on training, development, Driving great work ethic within all regions

2013 – 2017 Valley Hospitality

Area General Manager

Doubletree by Hilton (176 Keys) Columbus GA

Downtown Marriott (176 Keys) Columbus GA

Primary Responsibilities:

Oversees all aspects of the hotel operations including: guest relations, front desk, housekeeping, maintenance, finances and F&B team building and staff development.

Strong communication skills, both verbal and written

Draw up plans and budget concepts (Revenues, costs, etc.)

Delivering of data and proposals for the budgets and investments

Coordinate planning of Department Heads and Assistant Managers with regard to time- tables, work schedules, employment of employees within different services

Be accountable for responsibilities of department heads in their absence

2009-2013 Sage Hospitality

Assistant General Manager/General Manager 2009-2013

Hilton Garden Inn Atlanta Perimeter Center (193 Keys) Atlanta, GA

Primary Responsibilities:

Directing and coordinating the activities of the front desk, housekeeping, reservations, guest service, security, and maintenance

Maximizing ADR and Occupancy

Coordinating communications between Sales and Operating departments

Motivating, coaching, and training department supervisors

Understanding financial statements and budget, including staffing guidelines

Controlling department head schedules, expenses, and implementing cost-saving strategies

Guiding, developing, and/or implementing policies, procedures, and systems to improve business operations

Managing all aspects of safety program, including training, reporting, and incentives

Maintaining a cooperative and positive work environment

2006-2009 The Intercontinental Buckhead Hotel (422 Keys)

Guest Relations Manager 2007-2009

Night Hotel Manager 2006-2007 Atlanta, GA

Primary Responsibilities:

Ensure and provide flawless, upscale, professional and high class guest service experiences

Analyze customer feedback and provide strategic direction to continuously improve overall rating

Respond to guests needs and anticipate their unstated ones

Expect and react promptly to guests’ requirements and inquires

Actively listen and resolve guests’ complaints

Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)

Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery

Promote all amenities, conveniences and programs offered

Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to

Appraise team’s performance and produce reports

Examine activities logbook, assign tasks appropriately and implement control schedule daily

2003-1993 Dual General Manager

Marriott International Hotels Courtyard

Residence Inn Atlanta Airport (378 Keys in total) Atlanta, GA

Primary Responsibilities:

Oversees all aspects of both hotel operations including: guest relations, front desk, housekeeping, maintenance, finances, team building and staff development.

Strong communication skills, both verbal and written

Draw up plans and budget concepts (Revenues, costs, etc.)

Delivering of data and proposals for the budgets and investments

Coordinate planning of Department Heads and Assistant Managers with regard to time- tables, work schedules, employment of employees within different services

Be accountable for responsibilities of department heads in their absence

1997-2003 Rooms Division Manager

Marriott Marquis Atlanta Downtown (1675 Keys) Atlanta, GA

Primary Responsibilities

Oversees the operation of Housekeeping and Guest Services. Train, mentor, and develop associates to the standards of a world class property and impeccable hospitality experience. Conduct regular training sessions and provide consistent constructive feedback. Assists in developing leaders and bench strength through the implementation of the Job Coach program.

Confirms that all housekeeping of the Marriott Marquis Atlanta Downtown is up to quality standards prior to guest arrival and throughout their stay. Ensures that the property is up to Marriott International standards.

Executes administrative and service duties in a confidential and professional manner that facilitates a positive image for the Marriott International Hotels, as it relates to internal and external contacts.

Establishes and maintains relationships with owners and guests. Effectively and efficiently solves problems and ensures follow up. Utilizes the GUEST service model and LEADER recovery model.

Oversees budget process for Rooms Division and controls operating and labor expenses. Utilizes Peak Performance to optimize the guest service experience, while operating within labor budget/occupancy levels.

Performs the duties of the General Manager in his absence or when needed, acting as the Manager on Duty.

Assists with task force opportunities.

1993-1997 Operation Manager

Four Points By Sheraton (476 Keys) Memphis, TN

Primary Responsibility

Directly supervises the Front Desk staff and department operations (e.g. hiring, terminating, disciplinary actions and performance evaluations). Schedules subordinates, maintaining adequate staffing levels while adhering to labor standards guidelines.

Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures.

Assures maximum guest service through training, including but not limited to: hotel amenities, the local area, shopping, dining, entertaining, current groups and banquet functions.

Monitors Revenue Management systems to ensure the hotel is positioned as a market leader in RevPAR.

Selects or assists in the selection of hotel staff and completes all new hire paperwork.

Reviews employee performance and conducts personnel actions such as disciplinary actions and terminations.

Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and IRS.

Conducts or assists in conducting staff meetings.

Adheres to all franchise and company procedures and regulations as well as standard operating procedures.

Receives and resolves or assists in resolving guest complaints and employee issues.

Performs functions of the General Manager in their absence.

Covers shifts in all departments as scheduled by the General Manager

Corresponds with group and travel agents to answer special requests for rooms and rates

Assists with sales and marketing efforts as directed

Maintains and implements established Emergency Procedures, assuring the security of guest and monies.

Participates in preparation of the hotel’s annual budget.

Answers inquiries pertaining to hotel policies and services

Assists General Manager in annual wage scale surveys; ensures employee wages follow wage and salary guidelines

CERTIFICATIONS

OnQ Certified

Opera & PMS Certified

General Manager Brand Training Certification for: Both Hilton and Marriott (Doubletree, Hilton Full Services, Hilton Garden Inn, Courtyard and Residence Inn)

References

-UPON REQUEST-

Contact this candidate