Night Manager

NICHOLAS JOHNSON

***** *. ***** *****, ******, AZ 85383

206-***-**** • aduob3@r.postjobfree.com

SUMMARY

Hospitality professional experienced in providing award-winning strategic direction for Rooms Division operations in upscale hotels. 25 years of my hospitality experience came from Interstate Hotels & Resorts from 7/1994 to 11/2019.

1.Task Force – Independent Contractor, Rooms Director – March 2022 to December 10, 2022

Contracted through Ambridge Hospitality for Hyatt Place Charlotte Airport, Operating system, Opera & Colleague

A.Operations Manager: Contracted for 1 month but, I was asked to stay an additional month

Focus was to Change the culture at the front of house to improve guest views of the hotel.

Focusing on presenting a neat and organized product from the lobby to guest rooms.

Identifying problem areas in training to reduce turnover

Implement memos to stop employees from congregating in guest areas.

Reimplement procedures for lobby presentation.

Reimplement procedures for room cleanliness and odor control.

Conducted a PowerPoint meeting on guest views and the image of Hyatt all over the world.

Contracted through Crowne Plaza Hotel – Downtown Seattle Operating system, Opera

B.Task Force Director – Operation’s: Contracted for 90-days and have been asked to stay for an additional 90-days.

Support F&B where needed with restaurant and bar operations.

Front of House support with Managing Valet Parking, Bell Stand, Front Desk

Housekeeping Support, inspecting rooms, laundry support: folding linen if needed.

2.BUSINESS MANAGEMENT EXPERIENCE

PRINCIPAL, Smokey Joe’s Hot Dogs LLC

2019-Present

Management/Owner

• Developed an original concept for a Hot Dog restaurant in the Sports Complex “P83” district of Peoria, AZ

• Created a Business Plan and used that to secure an SBA loan for a new small business venture

• Researched available land parcels and developed a relationship with the owner, allowing acquisition of the land at a reduced rate

• Worked with architectural, engineering, and landscaping teams to coordinate final plans for submission to the city

• Managed relations with construction company to ensure continued project development

3.ROOMS OPERATIONS EXPERIENCE

DIRECTOR OF SERVICES/EXECUTIVE HOUSEKEEPER, Interstate Hotels and Resorts/Crowne Plaza Hotel Seattle

7/2002 – 11/2019

Corporate Task Force

Develop and support hotel operations on corporate task force assignments across multiple hotel and resort brands within Interstate Hotels and Resorts.

oRenaissance Las Vegas, NV. Provided interim management of the housekeeping team while the property was searching for a new Director. Performed all the standard duties of a Housekeeping Director. Union property.

oSheraton Columbia, MD. Filled in as Director of Operations, overseeing the Front Desk and Housekeeping teams. Assisted with interviewing and hiring of new Housekeeping Director, trained the new incoming Director of Operations. Union property.

oHoliday Inn Lafayette, LA. Sent to turn around the rooms division of this property that was in default and in danger of losing their flag. Provided consultancy services; identified and solved numerous problems within the laundry, housekeeping, and engineering departments; trained front office and reservations teams on basic revenue management concepts. Compiled final report with recommendations for RVP of Operations.

oMarriott Downtown Los Angeles, CA. Provided interim management of the housekeeping team while the property was searching for a new Director. Performed all the standard duties of a Housekeeping Director. Union property.

oStreamsong Resort Bowling Green, FL. Opening services for Rooms Division. Property was in final stages of build: assignment was to assist with punch lists, supply ordering, develop department checklists & procedures, set up par-3 inventory, train Housekeeping Director and FOM on corporate standards, procedures, and platforms.

oBicycle Hotel & Casino Bell Gardens, CA. Opening services for Rooms Division. Property was in final stages of build (hotel addition to existing casino): assignment was to assist with punch lists, supply ordering, develop department checklists & procedures, set up par-3 inventory, train Housekeeping Director and FOM on corporate standards, procedures, and platforms.

Rooms Division Leadership

Lead operational performance for Crowne Plaza Seattle housekeeping and laundry teams to maintain excellence in cleanliness and appearance of 418-room hotel and public space

oAchieved 2019 AAA top 25% rating of all 27,000 AAA Inspected & Approved hotels

oImproved “Overall Cleanliness” guest response scores from 76% upon arrival in the department to present day score of 95%

Manage $1mm annual rooms budget covering both housekeeping and front office operations

Manage team performance for over 70 employees, including providing supervision, professional development and motivation for managers, supervisors, and line associates to achieve brand and hotel standards, scheduling in accordance with budgeted and forecasted needs, and maintaining safety practices

Interview, select and train associates to optimize performance, including conducting coaching and counseling and providing feedback through informal and formal performance evaluations

Achieve balanced scorecard through high associate and productivity scores, guest satisfaction and profitability, including maintaining an average 95% employee approval rating on annual employee engagement surveys

Ensure compliance with local wage and hour, sick and safe leave, and hotel safety ordinances

Partner with Engineering and operations teams through multiple renovations of guestroom space and on maintaining property preventative maintenance programs

Spearhead and create ongoing associate recognition programs in conjunction with General Manager to increase employee engagement and relations between associates and management

Participate in quarterly Manager on Duty program to ensure guest satisfaction and operational excellence

Manager of the Year: 2009; Manager of the Quarter: 2017, 2016, 2015, 2013, 2009, 2006, 2002, 2000; Best Rooms Department: 2003

ACCOUNTING/NIGHT MANAGEMENT EXPERIENCE

NIGHT MANAGER, Interstate Hotels & Resorts/Crowne Plaza Hotel Seattle

1994-2002

Management

Managed property operations for 418-room downtown hotel including directing Front Office operations, loss prevention and CBX/PBX and guest services staff

Addressed and resolved guest inquiries to optimize guest satisfaction

Accounting

Responsible for accurately balancing and reporting daily financial activity

Prepared flash reports with daily, weekly, and monthly totals and projections of business activity

Prepared forecasts for strategic operational planning

OTHER EXPERIENCE, SKILLS, AND ABILITIES

Front of House operations

Accounts receivables and accounts payable management

Aging accounts collection

Vendor relationships and procurement

Payroll management

Strong interpersonal skills

EDUCATION

Webster University, Webster Grove, MO

Communications

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