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GENERAL MANAGER

Location:
Bowie, MD
Posted:
October 23, 2020

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Resume:

JaJuan Mosby

General Manager

Bowie, MD *****

adg8ub@r.postjobfree.com

301-***-****

With over 22 years in Customer Service and over 12 years in Management. Experienced leader in Hospitality, Revenue Management, Operations Management including Hotel General Manager. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Night Manager/Auditor

Marriott International, Inc. - Baltimore, MD

July 2019 to Present

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and building mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Understands employee positions well enough to perform duties in employees' absence.

• Handles employee questions and concerns.

• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

• Supports daily Front Desk shift operations.

Supporting Progress Toward Guest Services and Front Desk Goals

• Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

• Strives to improve service performance.

• Observes staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supports same day selling procedures to maximize room revenue and property occupancy.

• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

I'm Always Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Sets a positive example for guest relations.

• Encourages employees to provide excellent customer service within guidelines.

• Handles guest problems and complaints seeking assistance from supervisor as necessary.

• Interacts with guests to obtain feedback on product quality and service levels. Supporting Projects and Policies

• Supports implementation of customer recognition/service programs, communicating and ensuring the process.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Ensures employees have the proper supplies and uniforms.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. Supporting Handling of Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Provides feedback to individuals based on observation of service behaviors.

• Participates in an ongoing employee recognition program.

• Supports training when appropriate.

• Participates in the employee performance appraisal process. Additional Responsibilities include:

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e- mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Understands the functions of the Airport Shuttle, Switchboard and Guest Services operations.

• Complies with loss prevention policies and procedures. PSAP-pay 75% of the hotels invoices and follow up with vendors to ensure that payments are processed in a timely manner. Research any discrepancies and correct them as needed. LAND-IT-ensure that tasks are completed

LIM-Leadership-in-Motion

MAG Program roll-out

Be Safe Champion of the hotel

Sales Coordinator/Night Manager

SpringHill Suites Annapolis - Annapolis, MD

March 2019 to July 2019

Assisted the hotel as needed for any hotel coverage including Night Audit Task force since 2015. The General Manager hired me for task force with the company as an employee while looking for employment with Corporate.

Managed processes overnight and the hotel operations while also assisting the team with whatever is needed. Accepted the role as Sales Coordinator in April 2019 where I gained different aspects of Sales

& Marketing strategy.

Left the Franchised company early to come back to corporate Marriott! General Manager

Towneplace Suites by Marriott - Annapolis Junction, MD September 2018 to March 2019

Managed a GEN1 property with a team of over 21 including managers at Towneplace Suites by Marriott.

Managing Property Operations:

• Ensures service programs are in place and executed against (e.g., Refreshing Business, Service Snapshots, Service So Memorable, etc.).

• Provides timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details.

• Manages the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals.

• Creates and support clear lines of responsibility for management team, including coverage and oversight throughout the day.

• Prepares for QA audits (i.e., daily and pre-visit activities).

• Review sand follows-up on property GSS scores and comments.

• Acts as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.).

• Walks the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.

• Manages the implementation of major brand standards (e.g., HSIA, the Market, TPS A.M. Eats).

• Delegates responsibilities for operations and projects to appropriate level of associate. Managing Food and Beverage Operations:

• Monitors Food and Beverage forecasting and par levels to reduce waste and maximize Food and Beverage profit margins.

• Provides timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on even the smallest of service and operational details.

• Establishes and leverages local vendor relationships to support food and beverage operational needs.

• Ensures bar and kitchen meet standards of quality with regard to organization, productivity, sanitation, and inventory management.

• Conducts periodic compliance audits with Back of House associates to ensure they use job aids (HA checklist open and close, production charts, freezer pull check, Inventory ordering checklist, temp logs, mapping/zoning fridge, org of space, etc.)

• Provides coaching on operations and troubleshooting of Micros and other technology components within property common areas.

Managing and Sustaining Sales and Marketing Strategy:

• Works with the Regional Sales office (RSO) to implement sales strategy for the property (e.g., goal setting, setting rates, etc.).

• Works with Market Sales to establish property sales strategy, goals, and action plans.

• Identifies and champion creative marketing solutions that fit the brand and property needs.

• Participates in the property sales review (PSR).

• Manages relationships with decision makers at top accounts.

• Develops innovative means for capturing new streams of revenue through property amenities.

• Interacts with in-house guests to prospect for new sources of business.

• Ensures direct sales staff fully utilizes e-tools (e.g., e-proposals, e-mail signatures), as appropriate.

• Identifies key revenue generating stakeholders and customers and communicate information to sales offices.

• Coaches and reinforces associate selling strategies that take advantage of property amenities.

• Ensures all national and regional marketing programs (e.g., HSIA, etc.) are pulled through to relevant departments.

• Participates in and host customer recognition events to drive sales.

• Understands and leverage sales and marketing advantages over competitor properties within market.

• Monitors sales strategy with RSO to ensure ongoing effectiveness and compliance. Managing Profitability:

• Manages on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations.

• Measures, analyzes, and communicates property performance using a variety of financial/ non-financial data including controllable costs, sales revenue, guest satisfaction, and associate engagement data.

• Updates and communicates profit forecasts to associates/managers.

• Initiates action to support property revenue and profitability goals.

• Understands how food and beverage product variability can affect profitability.

• Reviews and signs off on invoices.

• Reviews Property Distribution Summary (OnDemand) and Purchase Detail Reports; identify, research, and resolve balance issues.

• Consolidates reports needed for period-end review (e.g., P&L, Accounting Scorecard, Banking Report and Statistics, PACE, credit card fraud report).

• Reviews property performance on period basis with Regional Director.

• Ensures compliance with Avendra.

Maintaining Revenue Management Goals:

• Manages the relationship with the revenue management office (e.g., participate in routine calls, strategy meetings, periodic update meetings, etc.).

• Reviews and works with appropriate revenue management reports (e.g., Demand Eye Chart, Benchmark Pricing Evaluator, Rate/Value Matrix, Smith Travel Research (STR) reports, etc.).

• Balances inventory to ensure same-day sellouts.

Managing and conducting Human Resource activities:

• Leads associates through property changes, and help them transition into new property roles.

• Understands the performance expectations for all positions within the property (e.g. front desk associate, gourmet attendant, etc.).

• Conducts day to day Human Resource transactions to support needs of the property (e.g., compensation actions, initiation and approval of hiring requisitions, movement of subordinates through phases of performance management cycle).

• Completes management training (e.g., Connect U, GM conferences, HR Skills, etc.).

• Cascades/Delivers training to associates (e.g., Service So Memorable Quarterly Recharge, Service Snapshot, etc.).

• Facilitates cross training to support associate professional growth and operational excellence.

• Ensures ongoing development of managers (e.g., one on one coaching, providing stretch assignments, etc.).

• Monitors local hiring and compensation trends for like positions; ensure that the organization understands any change in fundamentals.

• Conducts performance review process for associates (including LPP, career plan form, development plans, associate information form, mid-year check-ins, 90-day check ins for new associates, etc.).

• Supports recruitment efforts from various sourcing channels (e.g., local job fairs, Internet, referrals) to target associates with skill sets (e.g., food and beverage, rooms operations) compatible for operational needs.

• Actively recruits and hires qualified associates. Managing Relationships with Property Stakeholders (e.g., Owner and Above Property):

• Prepares and presents reports for owners and above property leadership using financial/ performance data to show how the Refreshing Business model is affecting property performance.

• Conducts property critique and annual business reviews.

• Participates in ad hoc owner conference calls and respond appropriately to owner requests.

• Responds to off-property (e.g., regional and owner) requests for sales information (e.g., Market Outlook, STR Report critique, etc.).

• Manages e-mail and daily paper mail.

• Participates in conference calls (e.g., sales, promotion, Q&A, property performance, etc.).

• Provides follow-up information to RD and other managers.

• Prepares for RD visits (e.g., pulling and consolidating relevant reports). Additional Responsibilities:

Held regular briefings and meetings with all head of departments. Adhered full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards. Lead all key property issues including capital projects, customer service and refurbishment. Handled complaints, and oversaw the service recovery procedures. Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Mar Managed ongoing profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded. Ensured all decisions are made in the best interest of the hotels and management. Delivered hotel budget goals and set other short and long term strategic goals for the property. Developed improvement actions, carry out costs savings. A strong understanding of P&L statements and the ability to react with impactful strategies Closely monitored the hotels business reports on a daily basis and take decisions accordingly. Ensured that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate. Maximized room yield and hotels / resort revenue through innovative sales practices and yield management programs. Prepared a monthly financial reporting for the owners and stakeholders. Drew up plans and budget (revenues, costs, etc.) for the owners. Helped in the procurement of operating supplies and equipment, and contracting with third party vendors for essential equipment and services. Acted as a final decision maker in hiring a key staffs. Coordinated with HOD's for the execution of all activities and functions. Oversaw and managed all departments and worked closely with department heads on a daily basis. Managed and developed the Hotel Executive team to ensure career progression and development. Held accountable for responsibilities of department heads and took ownership of all guest complaints. Provided effective leadership to hotel team members. Lead in all aspects of business planning. Responded to audits to ensure continual improvement is achieved. Corporate client handling and take part in new client acquisition along with the sales team whenever required. Assisted in residential sales as and when required and development with strong sales prospects. Responsible for safeguarding the quality of operations both (internal & external audits). Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements. Profit & Loss-Expert (P&L)

AR/AP-Account Payable/Receivable Expert

QA-trainer and coach

Events Management

Rooms Operations-Expert

Revenue Management-One Yield/HPP/MARRFP/EXPEDIA-PRICELINE/SFA-WEB/ES-FACTOR Rewards Reconciliations-Expert

• Increased YTD-YOY SOCCER, REVPAR, and GOP on 4th Quarter since 2011

• Increased ES OCC (Extended-Stay Occupancy)

• Tracked sales performance

• Managed an operating budget for 25employees

• Assisted with payroll

• Developed strong relations with customers and vendors on behalf of the organization

• Determined staffing and scheduling requirements

• Trained and mentored all staff

• Created an effective orientation program• Promoted after 1years Operations Manager

Marriott International, Inc. - Annapolis, MD

August 2015 to September 2018

The Assistant General Manager while also completing my prime duties as Operations Manager of the hotel. Our Hotel faced challenges due to a 3 manager matrix but only having 2 and no supervisors. I Reported directly to the General Manager and Managed the Hotel Operations in all departments. Front Office, Bistro F&B, Payroll, AP/AR, HSKP, Engineering management and training certified. Proven sales and leads on group business. Front Desk Supervisor, Operations Supervisor-Operations Manager/AGM.

Managing Day-to-Day Operations include:

• Assists in the ordering of F&B supplies, cleaning supplies and uniforms.

• Supervises daily Food and Beverage (F&B) shift operation and ensures compliance with all F&B policies, standards and procedures.

• Supports and supervises an effective monthly self inspection program.

• Operates all department equipment as necessary and reports malfunction.

• Supervises staffing levels to verify that guest service, operational needs, and financial objective are met.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Understands employee positions well enough to perform duties in employees' absence.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Monitors and maintains the productivity level of employees.

• Verifies that all team members/supervisors understand the brand specific philosophy.

• Maintains the operating budget, and verifies that standards and legal obligations are followed.

• Assists supervisors in understanding team members ever changing needs and expectations, and how to exceed them.

• Celebrates and fosters decisions that result in successes as well as failures.

• Communicates areas that need attention to staff and follows up to ensure understanding.

• Coordinates cleaning program in all F&B areas (e.g.,General clean), identifying trends and making recommendation for improvements.

• Establishes and maintains open, collaborative relationships with employees.

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork and passion for providing service.

• Follows property specific second effort and recovery plan.

• Stays readily available/ approachable for all team members.

• Demonstrates knowledge of the brand specific service culture. Providing Exceptional Customer Service:

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Serves as a role model to demonstrate appropriate behaviors.

• Manages day-to-day operations, verifies that thquality, standards and meeting the expectations of the customers on a daily basis.

• Takes proactive approaches when dealing with guest concerns.

• Sets a positive example for guest relations.

• Stays readily available/ approachable for all guests.

• Reviews comment cards and guest satisfaction result with employees.

• Responds in a timely manner to customer service department request. Managing and Conducting Human Resource Activities:

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Administers the performance appraisal process for direct report managers.

• Conducts hourly employee performance appraisals according to Standard Operating Procedures.

• Communicates performance expectations in accordance with job descriptions for each position.

• Verifies thatemployees are treated fairly and equitably. Strives to improve employee retention.

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Verifies that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.

• Manages beverage purchasing and control procedures and ensures staff is trained accordingly.

• Observes service behaviors of employees and provides feedback to individuals and or managers. Additional Responsibilities include:

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Performs hourly job function if necessary.

• Extends professionalism and courtesy to team members at all times.

• Comprehends budgets, operating statements and payroll progress report.

• Performs other duties, as assigned, to meet business needs. Area General Manager in Training

Director of Rooms Training

Social Listening-Trip Advisor/Guest Voice

Brand Strategy-Integrating with Sheraton and task force projects Revenue Management-One Yield V1-V2-Connect U

Sales & Marketing-STAT

Front Desk Supervisor/Hotel Operations ManagerTrainer Candlewood suites BWI, Intercontinental Hotels Group - Baltimore, MD March 2014 to June 2015

Front Desk Supervisor during first half of 2014 which included: supervising the front office and coaching front desk agents on customer service standards. Also trained everyone on Opera PMS.

• Managed the IHG Rewards Program as the "IHG Rewards Champion" which helped increase hotel revenue, ADR, guest recognition, responsible business (Charity), and OSAT scores.

• Re-organized and maintained hotel inventory including hotel cupboard area/guest room type availability. Knowledgeable in all IHG hotel standards and brand messaging.

• Apprentice to the Operations Manager/General Manager which included: Daily Deposits/ receipt processing for the bank, AR adjustments, PeopleSoft, and MERCHANT Connect(Night Audit Pack breakdown)

• Balanced hotel inventory daily, corrected any guest billing Issues, handled credit card authorizations, helped our hotel brands in extended stay standards exceed to greatness, improved our Check-in/ check-out procedures, also assisted management team with purchase ordering.

• Team player and advocate in solving risk management issues. Provided excellent customer service and worked hard to open forums of communications within departments in order to work together as a team.

• Guest Relations Management &-Service Recovery experienced in handling business negotiations and problem solving issues

• Experienced Night Auditor which consisted of: updating all reports, revenue, and posting invoice charges. I also trained any new hires in Night Audit and all procedures. Front Desk Agent/Operations Manager-Training/Loyalty Champion Staybridge suites, Intercontinental Hotels Group, herndon - Dulles, VA July 2013 to March 2014

Re-organized and maintained hotel inventory including market area/guest rooms. Knowledgeable in all IHG hotel standards and brand messaging. Also, Balanced hotel Inventory, Corrected any Guest Billing Issues, handled Credit Card Authorizations, and assisted management team with purchase ordering

• Using Microsoft Excel: Updated and filed several reports including the daily revenue, all month-end reports, checkbook logs and vending logs.

• Trained "new" front desk associates and helped IHG extended stay standards exceed to greatness. Improved Check-in/check-out procedures, and coached trainees at front desk on customer service standards.

• Team player and advocate in solving risk management issues. Provided excellent customer service and worked hard to open forums of communications within departments in order to work together as a team.

• Managed the IHG Rewards Program as the "IHG Rewards Champion" which helped increase Hotel revenue, ADR Guest recognition, and OSAT scores.

• Guest Relations Management &-Service Recovery experienced in handling business negotiations and problem solving issues

Front Desk Representative/Night Auditor/Loyalty Champion Staybridge Suites, Crestline Hotels & Resorts, Intercontinental Hotels Group - Chesapeake, VA July 2012 to July 2013

Operations Supervisor in training and Customer Services Representative who excelled in all front desk shifts including Night Audit.

• Provided the best in Hospitality and Interpersonal skills including checking guests into their suites, handling all reservations, guest's issues, maintained a teamwork attitude and efficient communication with other team members to satisfy the client's needs.

• Re-organized and maintained hotel inventory including market area/guest rooms. Knowledgeable in all IHG hotel standards and brand messaging.

• Balanced hotel Inventory, Corrected any Guest Billing Issues, handled Credit Card Authorizations, called hotels and banks for credit approvals on any business new to the area, also assisted management team with purchase ordering.

• Trained new front desk associates and helped extended stay standards exceed to greatness. Check- in/check-out guests and settled billing issues.

• Breakfast/Evening Social Attendant (also assisted with ordering from Sysco)

• Housekeeping: Houseman, Laundry, Rooms Inspector, General Cleaning.

• Creator of the front/back office shift checklists for the operations of the front desk. (included all 3 shifts)

Server Supervisor

Golden Corral - Norfolk, VA

February 2010 to March 2012

Provided excellent patron experiences through phenomenal customer service, evidenced by high number of regular patrons requesting to sit in my section.

• Floor Supervisor and Server Crew Leader "which included mentoring and training new servers, as well as accounting for all wait staff sales and receipts for a total of 8 employees. Guest Service Representative/Night Auditor

Residence Inn Airport Marriott - Norfolk, VA

November 2007 to October 2009

Customer Services Representative who excelled in Marriott Rewards Enrollments and in all front office shifts including Night Audit.

• Provided the best in Hospitality and Interpersonal skills including checking guests into their suites, handling all reservations, guest's issues, maintained a teamwork attitude and efficient communication with other team members to satisfy the client's needs.

• Assisted with the budgeting of hotel ADR, occupancy, Rev-Par, and forecasting business for Hampton Roads area which helped me as the Sales Leader for Hotel accounts and Negotiations with Local Accounts; Assisted with the calculation of Gross Operating Profit, Net Operating-Income, POR [Per Occupied Room (controls how much a department can spend based on revenue of business), and payroll budgeting.

• Accounting: Accounts Receivable/Payable monitoring the controlled and Direct Billed accounts.

• Handled hotel banquet, food & beverage costs, and house account billings.

• Assisted housekeeping with cleaning and inspection of all guest rooms and building areas.

• Supervised and Assisted trainees at front desk on customer service standards. Served, as Banquet Server on an as needed basis.

Education

Hospitality Management Training

American Hotel & Lodging Educational Institute

2007

High School Diploma

Petersburg High School

2002

BA in Graphic Design

Norfolk State University

Skills

• Training

• Scheduling

• inventory

• Operations

• Payroll

• Inventory Management

• Team Building

• Microsoft Word

• Word

• retail sales

• Profit & Loss Statements-Process (10+ years)

• Revenue Management (10+ years)

• Quality Assurance (10+ years)

• Quality Management (6 years)

• Quality Control (6 years)

• Social Media Management (10+ years)

• Leadership Development (10+ years)

Certifications and Licenses

revenue management one yield v1-2

March 2016 to Present

One Yield Version 1 and 2 Certification. This is apart of the Revenue Management CPR & First Aid

American Heart Association and AED certified

ServSafe Manager

TIPS Certification

Salesforce.com Certified Administrator

Forklift Certified

Electrical Safety

Microsoft Office Specialist

food handler certificate

Adult and Pediatric First Aid/CPR/AED

Pool Operator

High Performance Pricing

Events Management

Assessments

First Aid Skills — Familiar

March 2019

Measures a candidate's ability to identify treatments for common medical emergencies. Full results: https://share.indeedassessments.com/share_assignment/ppgik4oavgjwekti Supervisory Skills: Directing Others — Proficient

January 2020

Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: https://share.indeedassessments.com/ share_to_profile/3054c488a8689f04e7cd1a5d35d7b1e5eed53dc074545cb7 Management & Leadership Skills: Impact & Influence — Familiar January 2020

Adapting leadership style to accomplish goals using rational or emotional appeal. Full results: https://share.indeedassessments.com/ share_to_profile/619840dc0d14ae5086bf40d7f2d1796feed53dc074545cb7 General Management Skills — Proficient

January 2020

Performing business math, reading and interpreting P&L statements, and solving group scheduling problems.

Full results: https://share.indeedassessments.com/share_to_profile/ e2c94445ded2a9e04755895e2e0977a2eed53dc074545cb7

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.



Contact this candidate