Hotel General Manager

William Rees, CHA

Wailuku, HI 808-***-****

linkedin.com/in/williamrees ****@****.**

Hotel General Manager

Property Management Revenue Growth Operations Management

Executive leader with expertise in multiple facets of hotel and resort management, hospitality, and operations management, working across multiple property types. Outstanding record of introducing innovative approaches to expand client base, improve service, and raise the property profile. Solid reputation for expanding profitability through both strategic and tactical leadership initiatives, optimizing efficiencies while improving customer satisfaction. Dedicated to continuous improvement, consistently analyzing market data and guest feedback to identify opportunities, including comprehensive annual facility improvement plans.

Location Specific Marketing

High-Level Sales Proficiency

Strategic Planning & Analysis

Customer & Guest Relations

Organizational Redesign

Process Optimization

Change Management

Budget Development

Team Building & Leadership

Coaching & Mentoring

Market Trend Response

Continuous Growth Strategies

PROFESSIONAL EXPERIENCE

Outrigger Hotels & Resorts, Honolulu, Hawaii

Advanced through positions of increasing responsibility and scope in recognition of strong contributions, moving among various properties of the largest and fastest growing leisure lodging and hospitality companies in the Asia Pacific and Oceania regions.

KAPALUA VILLAS MAUI, Lahaina, HI 2016 – Present

General Manager

Provide operational oversight for luxury vacation rental property encompassing three diverse condo options with over $10M in annual revenue. Develop strategic and tactical plans including sales policies and objectives and marketing plans customized to local markets. Manage budget and revenue to maximize profitability. Direct multiple functions including housekeeping, maintenance, front office, reservations, and accounting, hiring, supervising, and evaluating staff.

Realized revenue increase of 15% to 20% in designated condo units through launch of Unit Choice program to increase fit by allowing guests to select room at reservation rather than arrival.

Launched year long project to rename all villa categories to align with property location, charging higher rates for more desirable locations.

Spearheaded project to renovate lobby, offices, and housekeeping area and relocate operations, increasing efficiencies while presenting improved public face.

Identified multiple areas for improvement by gathering data from and monitoring product quality, service standards, and facility maintenance and responding to changes in customer satisfaction levels.

Raised property profile and drove profitability by developing productive relationships with owners, customers, and travel agents.

Improved guest service scores and increased quality of service by hiring external consultant to provide comprehensive training for hourly housekeeping staff.

Recognized with Exceptional Achievement by a Property for financial results award in 2017.

ROYAL KAHANA MAUI BY OUTRIGGER, Lahaina, HI 2014 – 2016

General Manager

Maximized profitability in property with over $6M in annual revenue from 236 room resort hotel, developing budgets and strategic plans to position property for continued growth. Drew on earlier experience as Assistant General Manager of property to suggest innovative response to ending of lease.

Delivered outstanding results by relocating operations at lease termination then returning to original site, achieving savings of $5M annual revenue and 34 staff positions, maintaining rental program intact.

Created marketing documents outlining program benefits for potential owners, shared with real estate agents with clients seeking management companies.

Expanded client base through direct mail outreach program subsequently adopted by corporate office.

Realized 50% net gain in fee revenue over two years by implementing cleaning fees and raising resort fees.

Received Exceptional Achievement by a Manager award in 2016 for thought leadership in relocation process.

MAUI ELDORADO KAANAPALI BY OUTRIGGER, Lahaina, HI 2008 – 2014

General Manager

Provided strategic direction for operations while introducing multiple initiatives to streamline operations, realign staff positions, and deliver quality service.

Combined property accountant positions, moved separate reservation position into central team, and transferred bell staff from property payroll to homeowners’ association, for total annual savings of ~$250K.

Collaborated closely with owners in planning renovations and maintenance across property.

Developed sales policy, long-range objectives, and local marketing plans, partnering with Corporate Sales and Marketing teams.

ROYAL KAHANA MAUI BY OUTRIGGER, Lahaina, HI 2004 – 2008

Assistant General Manager

Coordinated with General Manager to manage operations of 236 room resort, providing leadership in Manager’s absence. Responded to guest satisfaction issues and trends, trained and monitored staff, and oversaw unit renovations.

Initiated practice of responding to reviews on Trip Advisor and monitoring chatter to improve service and reviews.

Achieved nearly $200K in savings by outsourcing maintenance duties after staff attrition and eliminating audit/overnight shift.

Employed strong analytical ability to examine data as the basis to form occupancy and revenue forecasts and establish competitive yet profitable rates.

Additional professional experience as Front Office Manager with the Maui Eldorado Kaanapali by Outrigger.

EDUCATION & CREDENTIALS

Bachelor of Arts in Mass Communications

St. Norbert College, DePere, Wisconsin

{Certificate or License], Issuing Organization, Year (if appropriate)

Professional Development

AHLA Certified Hotel Administrator (CHA), 2010

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