Front Desk General Manager
Resume:
Christine M. Davis
*** ****** **** *** ******, DE 19720
*******************@*****.***
*/**- ******* ********** ****** - Newark, DE General Manager
• Rebuilt an underperforming property, bringing LTR from 51.52 to 88.91 YTD, ADR increased from 72.6 to 104 for this 101 room hotel with 23 associates (from 8 when I started.)
• Oversee day to day operations, including property walks, inspecting rooms, public areas, back office and employees compliance to brand standards.
• Assign and oversee trainings of all departments as well as one on one individual coaching as needed.
Weekly GM Reporting
Monthly P&L Critique and Budgeting Meeting
• Scheduling based upon hotel needs and budget.
• Bill coding for hotel expenses and submitting P&L critique for any variances to budget
• Daily audit of transactions and approving sales in Nimble accounting system.
• Respond to GSS reviews and make contact with guest if needed.
• Develop professional relationships with guests and corporate clients to assure loyalty and comfort
• Monitoring and collecting past due Accounts Receivable monies
Weekly
• Employee hiring, on boarding, and performance reviews, as well as assure human relations issues are conducted correctly.
• Revenue management, including rate monitoring, driving revenue, meeting with Brand Revenue Manager, working with DOS, assisting with leads and approving LNR/Direct Bill Applications.
• Building and fostering a Team Environment that incentivizes employees to grow with the IHG values in mind.
11/21-2/22 Holiday Inn Express Malvern, PA General Manager
• Maintain day to day operations of the property brining ADR from 81 to 97 with 17 associates.
• Inspect the grounds, public areas and guestrooms for cleanliness and brand standard compliance
• Ensure staff from management, maintenance, to housekeeping and housemen are trained and able to perform assigned duties
• Answer and address Guest Feedback and Satisfaction reviews
• Keep track of the hotel’s financials, and making adjustments as needed
• Interview, hire, train and terminate staff, as well as monitor performance.
• Coordinate with Sales department to ensure that monthly and quarterly goals are met and all departments are set up for success.
• Rebuilt team morale and bring GSS Scores from 36% to 100%
Acquired IHG General Manager Certification in January 2022
3/18-11/21 Comfort Inn and Suites Glen Mills-Philadelphia (Formerly the Clarion) General Manager/Sales
I started this position as a Director of Sales, as well as assisting the GM in revenue management, rate management, reputation management, budgeting, and maintaining SOP. Upon the termination of the former GM, I assumed the role of acting GM until a general manager was hired at this 135 room hotel with 1300 square feet of space. ADR was slowly growing from $5-10 week to week. Staff increased from 7 to 18 by the time I left.
*Front Office Operations
* Human Resources including Hiring, Assessments, and Monitoring Employee Progress and Training
*Inventory Control and Procurement
* Revenue Management, increasing revenue $10-20k month over month
* Rate Management
* Sales and Marketing
*Negotiated Rates and Contracts
* Executed BEO Process and assured staffing was in place for events/groups
* Set up and managed Hotel Social Media Presence
* Monitored and Responded to GSS Scores/Reputation Management
12/17-4/18 Brandywine Valley Inn Surestay Plus Wilmington, DE Night Auditor
• Reviewed daily transactions
• Checked and corrected inconsistencies or mis postings
• Handled all accounts receivable invoicing
• Posted payments as they arrived
• Did invoicing and handled all Accounts Receivables
• Functioned as a front desk agent and assistant to the general manager.
2/17-12/17 Baymont Inn and Suites - Newark, DE Acting GM, Sales, Front Desk
This property was in transition and had a high turnover for the GM position. After being moved from their sister Marriott property as a front desk agent, I quickly assumed the duties of a General Manager
• General Administrative Support
Assist Director of Sales/ GM with leads, procuring sales.
Sat in on Weekly Brand Revenue calls to learn more of the Rate Strategies
Prepared client Proposals and Contracts
Executed Banquet Event Orders
Monitored and managed property’s Social Media Pages
2/12-10/15 Econo Lodge/Motel 6 - Newark, DE Acting General Manager/Sales Manager
Making Reservations and Greeting Guests
Billing and Payroll
Scheduling
Sales
Reporting
Training and Hiring
Ordering and maintaining Brand Compliance
Oversaw Rebranding Process and worked directly with Contractors as well as the new Branding
10/07-3/13 Sleep Inn – Newark, DE Assistant General Manager/ Front Desk
Started with this company as a Laundry Attendant, learning each position in back of house before being given a Front Desk Agent position at the end of my first year. Duties included making reservations, greeting guests, taking phone calls, handling correspondence, managing check-in operations, and answering to inquiries. Also worked directly with General Manager on Hiring, brand compliance, financial statements, and Administrative Duties.
Education:
Rising Sun High School General Studies Diploma 1993-1998
Maryland Online Studies Psychology 2003 to 2005
Maryland Fire and Rescue Institute Fire Science 2000 to 2002
Cecil County School of Technology Cosmetology 1995 to 1998
Skills: Hospitality-Guest services, Budgeting, Financial report/P&L interpretation, Guest Relations Experience,Revenue Management, Leadership, Accounts Payable, Event Planning, Multi-line Phone Systems, Profit & Loss, Payroll, Sales Management, General Ledger Accounting, Inventory Control, Hotel Rebranding transition and renovations, group sales, STR and Medallia report monitoring and maintenance, General Manager Duties, experience in FOSSE, OPERA, Choice Advantage, Marsha, G6 OS, Synxis, Hotel Sales Pro, Hotel Service Pro. Office- Microsoft Word and Excel, filing, typing, multiline phone operation, miscellaneous clerical duties
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