Manager Front Office

Cathy Zucker

***** ** **** ***, ******* FL *****

561-***-**** ***********@*****.***

A dynamic leader in hospitality, combining 30+ years of diverse experience and hands-on leadership in all facets of full-service hotel operations

MANAGEMENT & LEADERSHIP STRENTHS

High-performance, energetic and adaptable to changing business environments.

Effective communicator with contagious enthusiasm and ability to instill can-do attitude.

Work closely with revenue management & sales team to optimize RevPAR by establishing effective rate strategies in transient and group markets.

Balance score card to include Guest Satisfaction, Associate Satisfaction, Flow-Thru Efficiency, House Profit and Cost Control.

Diverse skill set to include Problem Solving, Conflict Resolution, and Team Building & Leadership.

Proven track record of ability to build team customer service skills resulting in exceptional guest satisfaction.

PROFESSIONAL EXPERIENCE

HEI Hotels & Resorts (2004 – Present)

Hilton Gainesville UF Conference Center (2016-present)

Marriott Boca Raton at Town Center – Boca Raton, FL (2007 – 2016)

Sheraton Fort Lauderdale Airport Hotel – Fort Lauderdale, FL (2006 – 2007)

Holiday Inn Boca Raton – Boca Raton, FL (2005 – 2006)

General Manager (2005 – Present), Director of Operations (2004 – 2005)

Currently manage and direct 256 rooms at the Marriott Boca Raton at Town Center generating $8M in Annual Room Revenue, with $4.2M in F&B Revenue.

Oversee staff of 130, with 22 Managers; interface with meeting planners, VIP clients and top decision makers to drive future bookings for the hotel.

Coordinate, direct and manage the hotel operation to achieve maximum profitability, ensure guest satisfaction, protect the financial aspects of the business and maintain the building.

Set goals, motivate/discipline employees; perform labor expense control, control of the general expenses and resolve guest related issues in accordance with the company goals.

Proven ability to build positive team spirit, resulting in highest associate satisfaction award within company for 4 years running.

Upon assuming role of General Manager, successfully moved hotel from GSS red zone to top performing guest satisfaction within 5+ year history and finished 2009 above brand standards.

Achieved a RevPAR index in excess of 121.0 in 2008 & 2009.

Achieved year-over-year RevPAR index growth of 5.9% in 2009 downward economy.

Participate and oversee in daily & weekly Strategy, Sales and Operations meetings.

Prepare and participate in quarterly ownership meetings/property reviews.

Conduct monthly P&L reviews with department head management team, to ensure budgeted/forecasted targets are achieved and work with finance team to develop operating budgets and forecast capital expenditures.

Delivered proactive management strategies that impacted employee morale, significantly reducing employee turnover.

Successfully spearheaded $8M renovation processes at Marriott Boca Raton.

Appointed as Southeast Regional Mentor for new GM recruits within company.

Interstate Hotel and Resorts (1998 – 2004)

Marriott Boca Raton at Town Center – Boca Raton, FL

Front Office Manager

Oversee Front Desk, Guest Services, PBX, Concierge and Bell Services departments.

Coordinate schedules, payroll and expenses to meet or fall below budget.

Participate in property initiatives.

Drive and monitor guest satisfaction processes, and respond to guest concerns and inquiries.

Ensure that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards.

Ensure that all accounting transaction and cash handling procedures are in compliance.

Recruit, hire, train and retain associates for all supervised departments.

Develop monthly training items to foster development and cross train with other departments.

Perform associate evaluations, provide coaching and development.

Marriott Hotels & Resorts (1984 – 1998)

Biscayne Bay Marriott Hotel – Miami, FL

Miami Airport Marriott Hotel – Miami, FL

Stamford Marriott Hotel – Stamford, CT

Andover Marriott Hotel – Andover, MA

Roanoke Airport Marriot – Roanoke, VA

Front Office Manager, Reservations Manager, Director of Sales, Housekeeping Manager

Consistent progression/career advancement with Marriott Hotels & Resorts throughout the North & Southeast Regions.

Selected as Opening Team Member for both Roanoke Airport Marriott and Andover Marriott Hotel.

Maintained and exceeded brand standards, with specific focus on Guest Satisfaction Indexes.

EDUCATION & TRAINING

Attended Booksdale Community College – Holmdel, NJ

Attended Greensboro College – Greensboro, NC

Proficient in various hotel computer systems to include PMS, MS Office, and most industry relevant software.

AWARDS & ACHIEVEMENTS

Highest Achieved Associate Satisfaction Award – HEI Hotels & Resorts, 2006 - 2009

Marriott International Mustang Award – Marriott Hotels & Resorts, 2008

Operation Achievement Awards – HEI Hotels & Resorts, Marriott Hotels & Resorts – multiple year winner

REFERENCES Available upon request.

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