Hotel General Manager/ Lodge Manager/ Senior Living General Manager
Resume:
Robert Glattfelder
Chilliwack, British Columbia V2R3M8 250-***-****
Hospitality Operations Executive
Full service, dedicated lodging general manager with 23+ years’ progressive success in leading hospitality excellence.
Demonstrated success guiding comprehensive hospitality services for mid to large capacity lodging and restaurant outlets, providing decisive, client-focused leadership to ensure complete guest satisfaction. Professional workplace health and safety program facilitator, managing union, government, and corporate guidelines and protocols. Expert analytical planner, presenter, negotiator, and businessperson; able to forge solid relationships with partners and build consensus across multiple organizational levels.
Highlights of Expertise
Guest Satisfaction & Retention Expert
Operational Assessment & Viability Planning
Performance Analysis & Reporting
Recruiting and Staffing Initiatives
Vendor & Client Contract Negotiations
Corporate and Brand Accountability
Communications and Transparency
Budget Administration / Management
Renovation & Maintenance Project Management
P & L Accountability
Inventory Control
Staff Loyalty & Development
Hilton Certified General Manager
COVID 19 Accountability
Career Experience
Okanagan Chateau Retirement Residence – (Sienna Senior Living) Kelowna, British Columbia
Provided executive-level leadership with full P&L accountability on behalf of Sienna Senior Living to ownership for all Okanagan Chateau business activities within a full service 107 room retirement residence with annual revenues in excess of $4.5 M.
GENERAL MANAGER (September 2019 to May 2020)
Managed and implemented exceptional guest services programs as per Sienna Corporate SOP, while assessing growth and maintaining premier status in occupancy,
Responsible for planning, coordinating, directing, and monitoring the effectiveness of all operational activities of the Residence.
Developed short- and long-term operational plans for the efficient operation of the Residence.
Provided leadership and direction to ensure all aspects of Quality Improvement Programs were conducted as scheduled (Quality Management plan, corporate indicators, monthly QI schedules, currency of policy & procedure manuals).
Supported sales team members with internal and external initiatives to enhance the reputation of the Residence and maximized lead generating activities.
Supported and directed culinary team members to ensure quality nutrition, while utilizing purchase/food journals to ensure budgetary targets.
Monitored all departments to ensure that the Residence is tour ready at all times.
Established marketing objectives with the Marketing Lead with respect to daily, weekly, and monthly targets.
Reviewed the competitive analysis and made recommendations on annual rate increases and service enhancements, or changes, based on the trends in the community.
Fostered positive community partnerships with health and service providers, business leaders, civic officials, and other community agencies to promote the Residence as part of the community.
Sought opportunities to ensure a participative working relationship within the provincial health care network, particularly with the onset of COVID 19.
Participated in the development of the annual operating budget.
Managed all expenditures, utilizing purchase journals to ensure departments operate within budgetary guidelines.
Provided oversight to Occupational Health & Safety Committee to ensure compliance with all legislative requirements.
Monitored all active WCB claims and ensured ongoing efforts were made for appropriate and timely return to work.
Monitored compliance with policies regarding the Monitoring of Resident Well-being.
Responded promptly to concerns of residents and family members; mediating a satisfactory response to concerns with the implementation of action plans to mitigate recurrence.
Developed and implemented COVID 19 action plans as rolled out by Interior Health and/or Sienna Senior Living.
Maintained 95% Resident occupancy and achieved NOI monthly targets while operating under COVID 19 action plan.
Performed all other duties as assigned.
Hampton Inn by Hilton – (Corporate) Chilliwack, British Columbia
Provided executive-level leadership with full P&L accountability on behalf of Hilton Corporate to ownership for all hospitality business activities within a focused service 75-room hotel with annual revenues in excess of $3M.
GENERAL MANAGER (Maternity Relief) (October 2017 to November 2018)
Managed and implemented exceptional guest services programs as per Hilton Corporate SOP, while assessing growth and maintaining premier status in Occupancy, ADR, was and RevPAR within the Competitive set.
Successfully completed Hilton Management Training Program as a Hilton Certified General Manager
Maintained and recruited 30-member team, building, and nurturing solid leadership rapport to ensure employee loyalty and to minimize turnover.
Maintained Corporate standards and goals on behalf of Hilton Worldwide and consulting with ownership to ensure continued successful brand partnership.
As per Hilton SOP, successfully resolved guest challenges, issues, and complaints with poise and understanding, utilizing expert-level customer service management skills and programs.
Cultivated customer loyalty and maintained long term revenue streams, increasing occupancy 3% YOY to 80% yearly occupancy. Increased ADR by 3% YOY; and RevPAR 2% YOY, to lead our Competitive Set in all S.T.A.R. reporting sectors.
Ensured guest and workplace safety compliance, adhering to WorkSafeBC, BC and Hilton brand Set operational and regulatory requirements.
Introduced effective mechanisms for maintaining brand facility standards and successfully passed all Hampton/Hilton Quality Assurance inspections.
Successfully represented The Hampton Inn by Hilton Chilliwack locally and internationally at brand symposiums with executive tact and professionalism.
Village Green Hotel - Vernon, British Columbia
Provided executive-level leadership with full P&L accountability to ownership for all hospitality business activities within full service 128-room hotel, full-service Gym, restaurant, and catering facility.
GENERAL MANAGER/PRESIDENT (March 2009 to October 2016)
Managed and implemented exceptional guest services programs, while assessing growth, building viability strategies, and executing renovations, updates, and facilities maintenance initiatives for $15M annual revenue-producing property.
Recruited and developed 90-member team, building solid leadership rapport to ensure employee loyalty and minimize turnover.
Negotiated two successful contracts with UNITE/Here - Local 40 hospitality and hotel workers union, confirming adherence to union worker standards and gaining positive partnership.
Resolved escalated guest challenges, issues, and complaints with poise, understanding, and expert-level customer service management skills.
Cultivated customer loyalty and built long term revenue streams within 150-seat restaurant, 300 seat pub, retail liquor store and comprehensive catering services, implementing inventory control and analysis to keep food costs at 28% average.
Ensured guest and workplace safety compliance, adhering to WorkSafeBC, BC Liquor Control Board and BC Liquor Sales operational and regulatory requirements.
Introduced strategic and tactical action plans to renovate and update lodging and restaurant facilities, upgrading long-term business viability.
Enacted executive decisions for ownership related to real estate holdings, lease holdings, financial investments, contract negotiations and legal dealings, successfully navigating challenges and upholding corporate mission.
Plaza Hotel - Kamloops, British Columbia
Co-managed 67-room full-service boutique hotel in support of General Management, owning success of daily operations and reporting, guest satisfaction, and operational compliance for property earning $5M in annual revenue.
ASSISTANT HOTEL MANAGER (May 2008 to March 2009)
Directed 48-member hospitality team, managing occupancy, financial reporting, and safety compliance.
Executed and enforced inventory control strategies, handed down from General Manager (GM).
Performed financial reporting and analysis for GM, including compilation of data for annual operational and departmental budgets, forecasting, P & L statements, labour costs and expenses.
Consulted with staff to ensure compliance with all guest and workplace safety protocols, including all UNITE Here Local 40 Union, WorkSafeBC, and BC Liquor Control Board guidelines.
Built professionally engaged relationships with staff and loyal guests, fostering collaboration and exceptional customer service reviews.
DUTY MANAGER / NIGHT AUDITOR (January 2000 to May 2008)
Managed overnight operations for guests and staff, performing night auditor requirements and facilitating daytime continuance of successful workflow.
Confirmed, processed, and recorded final financial reconciliation for daytime guest charges and hotel operations, including rebates, room charges, and final payments.
Utilized Inn Control PMS system to manage room availability, book, and process guest reservations.
Offered quality customer service to hotel guests, extending local restaurant and attraction referrals, welcoming walk-ins, and developing positive rapport with all customers.
Certifications & Professional Affiliations
Coursework Toward Bachelor of Science in Nursing
Thompson Rivers University, Kamloops, BC
Professional Affiliations – Tourism Board Participation
Hilton Certified General Manager - 2018
Hospitality, Tourism, Accommodations – Think Tanks
BC Tourism Committees – Multiple Roles
Chamber of Commerce, Business After Five – Committee Member
Sports Task Force – Tourism Relations – Kamloops, BC
Certifications
Criminal Records Check
First Aid Certified – Valley First Aid 2018
Workplace Hazardous Materials Information System (WHMIS) Certified – 2018
Serving It Right - 2016
References Available Upon Request
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