General Manager
Resume:
KELLY LEWIS
Hand Phone: +66-970******, Email: **********@*******.***, Skype – Kelly_Jariya
SUMMARY AND SKILLS
Top-performing General Manager, with more than 20 years of experience in managing complex hotel operations. Competent in hotel budgeting and forecasting, monitoring and developing staff performances, overseeing service quality and operational efficiency and monitoring sales and marketing initiatives while ensuring compliance with federal and state laws. Impeccable integrity and work ethic
Business Skills:
Shaping the Work Environment Developing Star Performers Crafting a Strategic Vision
Organizational Bodybulding Marshaling Resources Up and Running
Key Achievements
Awarded Prestigious CMO global Bangladesh’s Best General Manager Hospitality for 2019
Successfully brought a drowning hotel business from nothing to one of the best in the Country, through implementation of strategic marketing plans.
Introduced a staff mentoring plan, which resulted positively in motivating staff members to provide their best in terms of customer services
Turn around GOP’s of the hotels / Resorts to an average between 40 to 50% by carefully studying the cost structures.
Responsible for driving hotels / resorts to achieve the best awards in the Industry (Conde Nast, Best Luxury Beach resort in Thailand, Best all suites and Villas in the World.)
PROFESSIONAL EXPERIENCE
Maya Corporation, Dhaka, Bangladesh
Regional Corporate General Manager
January 2020 – 2021 position was made redundant due to COVID.
Overseeing 2 pre-opening international chain Hotels (Best Western Plus Maya & Hyatt Palace Cox’s Bazar) and 2 international chain Restaurants (Farzi Café & Chai Garam Café)
Set the overall strategies and implementation action plan for the hotels & restaurants
Recruitment of EAM & HOD’s for the properties
Implementaion of 2020 the first budget
Implmentation of Operation Procedures, SOP & LSOP
Setting up Food & Beverage Menu Plans & Menu Engineering Proceedures
Sales & Marketing visits to promote the properties
Setting up the Sales & Marketing Strategy and Revenue Optimization
Advisor for owner (first hotel & restaurant business)
Manage day to day pre-opening operations and ensure that they are in line with the agreed quarterly strategy
Develop, Coach and Motivate the work force of the hotels & restaurants
Amari Dhaka (ONYX Hospitality Group), Dhaka, Bangladesh
General Manager
March 2015 – December 2019
Set the overall strategies and implementation action plan for the entire hotel
Manage day to day operations and ensure that they are in line with the agreed yearly strategy
Develop, Coach and Motivate the work force of the hotel
Collated and analyzed revenue generation trends of the hotel to identify critical areas for revenue enhancement
Deliver a YOY growth of 22% and an exceptional GOP of 51% in FY 2018.
Dusit D2 (Dusit International Hotels), Phuket, Thailand
General Manager
May 2014 – March 2015
Succesfully relaunched 400 room beach property
Set the F&B strategy and made it one of the best beach property in that area
Designing and implementing effective marketing campaigns
Responsible for maintaining effective communication of results with owners
Indigo Pearl (Luxury Beach Property), Phuket, Thailand
General Manager
July 2011 – March 2014
Effeciently managing the property
Setting up strategic and tactical approach for the property
Oversee hiring of HOD and their team
Achieving top line and managing the over all expenses for the property
Propert was awarded the Best Luxury Beach Resort in Thailand, November 2012
Makena Beach Golf Resort(310 room beach resort),Maui Hawaii,USA
General Manager
December 2009 – March 2011
Establishing the property as “Complete Destination”
Managing the GOP and Flow through by focusing on Top line and controlling expenses.
Incorporated Golf and Spa into the packages to increase the resort market share
Handle complaints by delving deep into the root of the cause and effectively ensuring that it is resolved immediately
Hyatt Hotel and Resort Hotel Victor, Miami, USA
General Manager
December 2008 – December 2009
Create and implement effective open-door communication systems to meet interdepartmental goals
Coordinate planning of department heads and assistant managers, in reference to work schedules, time tables and resolution of bottle necks
Ascertain that all operations of the hotel adhere to brand and operational standards
Lead the design and deployment of guest experience initiatives to ensure satisfaction at all levels
The Grove Isle Hotel & Spa, Miami, USA
General Manager
March 2006 – December 2008
Ascertained that effective support functions were in place to support the hotel’s operations, including facilities management and supply chain and procurement
Created and implemented yearly measureable and achievable business plans
Oversaw the operational stability and functionality of the hotel, paying special attention to service delivery standards
Tiburn Hospitality Management & Capital Management, Arizona, US
General Manager
February 2003 – March 2006
Joined the company as Director of resort operations and got promoted as General Manager of the same resort and then susbquently giving charge of bigger resort as GM.
(a)The Carefree Resort & Villas : Responsible for the physical and financial operation of this 50 acre 450 room property nestled in the foothills of Carefree Arizona. Other responsibilities included the completion of 45 four plex Villa units/324 rooms, on pace for January 06. Driving 2005 financial performance compared to 2004 equated to a 16% year over year increase, 101% house profit and a 73% flow through.
(b)Daufuskie Island Resort and Breathe Spa : Responsibilities included accountability for multiple revenue centers at the resort as well as the day to day operations, reporting to the Managing Director. Focus over the last year has been on Division development, creating a Team Driven culture, Project Development, Training and increased customer focus. Additional Responsibilities include assisting with the cottage renovation program as well as the pre-planning phase of the Melrose Inn renovation commencing in May 2005.
(c)Daufuskie Island Resort and Breathe Spa : My responsibilities were focused on establishing all aspects of the resort operations: 52 Inn Rooms-138 spacious Ocean Front Cottages, 4 Food and Beverage outlets, equestrian center, Breathe Spa wellness center, Land Transportation, Marine Transportation, and Front Office Operations/house keeping, as well as overseeing the operational aspect of our Property Management Company.
Shangri-La Corporation Hong Kong, Penang, Malaysia
Hotel Manager
August 2000 – November 2002
Accountable for all facets of the resort operations, reporting to the regional GM as well as the quarterly financial presentation to the owners. Responsibilities included the over seeing of the RM$ 22 million dollar room’s renovation program which was completed RM$ 3 million under budget with all rooms back in inventory prior to the projected completion date. Finished year RM $5 million GOP while renovation was in progress, an anticipated 24%, lower than budget due to the dilution in occupancies during the first 6 months of renovation. This was also subsequent to Sept. 11th in a global problematic climate, which was in stagnation and recession. For 2002, we are on target to grow revenues by 31% and GOP by 117%. By second quarter 2002 GOP was above budget by 38.7% and last year by 118 % (renovation year). During the last two years, managed to repair labor cost an average of 12% per month, despite having to absorb a monthly average of RM $108K in allocated labor cost for our sister property Shangri-La Rasa Sayang Resort.
Half Moon Golf, Tennis & Beach Club, Jamaica.
Resident Manager
1999 - 2002
Accountable for over all operations of a Premier Caribbean Resort situated on 400 acres with 420 guest rooms, six gourmet restaurants, World Class Spa and banquetingfacility
Pacific Islands Club Resort, Saipan
Director of F&B
1998 - 1999
Accountable for 4 restaurants, an off premise Japanese restaurant with $9 million in total annual food and beverage revenue. Staff of 155 food and beverage employees including room service, banquet, catering, culinary, and stewarding.
Princess Hotel Group, Hamilton, Bermuda
Director F&B / EAM
1995 - 1998
A premier 4-diamond 418 room resort accountable for 4 restaurants, 4 beverage outlets, $11 million in annual food and beverage revenue. Responsible for a staff of 160 food and beverage employees including room service, banquets, catering, culinary, nightclub, Show Theater and mini bar.
Hyatt Hotel Corporation, Hawaii, USA
Various F&B Positions
1989 - 1994
Various F&B management positions ending as acting F&B Director
EDUCATION AND OTHER
Sagharo High School
B.A. Psychology - University of Arizona
SYSTEMS PROFICIENCY:
MS Office: Word, Excel & PowerPoint.
Hotel Systems
Opera - Property Management System, Sales & Catering,
Micros
Oracle Material Control
IDEAS
Synxix
Halo
Protel
OTA Inside
Lanyon
ACCOMPLISHMENTS/ AWARDS :
Amari Dhaka
Leading business hotel of Bangladesh – SATA 2019
Best Luxury Contemporary Hotel in Dhaka Bangladesh
Indigo Pearl
Best Luxury Beach resort in Thailand
Best all suites and Villas in the World
Best Design award
Best resort Spa in Asia
Best resort Spa in Thailand
Grove Isle Hotel & Spa
#2 Top Performing Hotel in the U.S. by Lodging and Hospitality Magazine 2007
Conde’ Nast’s top hotel
Top 50 Small Resorts in the US – Zagat Hotel Guide
Fine Hotels and Resorts – American Express Platinum
Consortia of Luxury Hotels
Most Romantic Restaurant #1 in Miami – Gourmet Magazine
4 Diamond Recipient
Secured two features on the best of “Travel Channel” as well as the Tennis Channel
Negotiated and secured the first Patrick McEnroe U.S. Tennis Facility
Rev Par penetration award best in the company 2007
Daufuskie Island Resort & Breathe Spa
Featured as one of the Best Island Hotels in America by the Travel Channel ’04.
Featured as one of America’s Great Hotels & Resorts by the travel Channel ’04.
Ranked #48 by Golf Digest for the Melrose course ’04.
Tennis On-Line’s Top 100 Tennis Resorts in the World ’04.
Conde Nast’s Top 100 Golf Resorts in the World (#58) ’03.
Travel & Leisure Golf – Worlds Best Golf Resorts ‘03
Corporate & Incentive Travel Greens of Distinction Award ‘03
Successful Meetings Pinnacle Award ‘03
Shangri-La Golden Sand Resort Malaysia
Achieved best 4-star resort in Malaysia by World Asia Media (W.A.M.) for Shangri-La’s Golden Sands Resort in 2001/2002.
Responsible for Overseeing both phases of the resorts renovation with the first phase commencing October 17th, 2000 on the 6th and 7th floors, deadline for completion was December 17th and was achieved. Phase two began February 17th with a target completion date of July 1st. Concluded the project June 27th, with all rooms back in inventory and $RM 3 million below initial renovation budget.
Increased market share index despite stop sell during hotels renovation, along with other external factors i.e. 9/11. The team and I had managed to re-capture revenue share from 27% the previous year to current 36%.
Increased Performance Monitor score from 7.19 to 8.40 surpassing group norm.
Responsible for achieving ISO-140001 Certification in 2001 and re-certification in 2002
Hyatt Regency Maui/ Hamilton Princess Hotel Bermuda
Organized the Food and Beverage program for the Rhode Island to Bermuda Yacht Race based in Hamilton Bermuda.
In charge of VIP Food and Beverage Team for Ryder’s Cup 1995 held in Rochester New York.
Responsible for the Food and Beverage program at the Tournament of Champions Golf Tournament held at Hyatt Regency Maui.
Responsible for all F&B operations at the Kaanapali Golf Classic Hawaii.
Team leader for the opening of the Grand Hyatt Wailea Hawaii.
Organized concert series for the entire Mariana Islands coupled with ABC sporting events for the Island of Saipan in 1999, to assist tourism in the CNMI Islands.
Member of M.V.A. (Marianas Visitors Association).
President of Maui Home Owners Association 91/92, which also included a total renovation of two condominium complexes.
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