Customer Service/Guest service for 15+ years

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CHARLES BUFORD

Phoenix, AZ 239-***-**** *******.*********@*****.***

Personal Summary

Experienced and results-driven Hospitality Manager with a strong background in leading operations across hotels, resorts, and guest-focused environments. Skilled in managing all facets of hospitality operations, including P&L oversight, team development, service delivery, and asset protection. Known for building high-performing teams, reducing turnover, and increasing revenue through strategic planning, effective coaching, and hands-on leadership. Successfully improved guest satisfaction by 35% within three months and consistently maintained top-tier performance in RevPAR rankings. Committed to delivering exceptional guest experiences while driving operational efficiency and profitability. Skills

Deliver exceptional guest experience

Team Leadership

Staff training and development

Hotel operations

Drive new revenue

Financial performance

Budget management/cost control

Market competitiveness

Food and beverage operations

Increase property value

Experience

HOTEL GENERAL MANAGER 08/2021 - 06/2024

Hospitality Venture Management Group - Killeen, TX

Led all aspects of hotel operations, including marketing & sales, guest services, housekeeping, food & beverage, maintenance, and team development

Developed and executed business plans and budgets, optimizing financial performance through strategic cost control, labor management, and revenue growth

Analyzed key performance metrics and forecasting data to drive efficiency, leading to a top 5 RevPAR ranking among select-service hotels within the company’s portfolio

Cultivated an environment focused on ongoing learning and growth, supporting team members in enhancing their skills and advancing their careers within the organization.

Enforced preventive maintenance programs to protect assets and maintain brand standards.

Elevated guest satisfaction, achieving a 35% increase in Net Promoter Score (NPS) through targeted service improvements

Oversaw all areas of restaurant operations, ensuring a consistent high standard of food quality, service, cleanliness, and team appearance to maintain a professional and welcoming brand image. ASSISTANT RESORT MANAGER 06/2020 - 07/2021

Sun Communities - Fort Myers Beach, FL

Oversaw all aspects of daily operations for an active 55+ living community, including associate relations, resident engagement, and regulatory compliance.

Demonstrated strong financial acumen by managing budgets, controlling expenses, and consistently meeting or exceeding revenue and profitability goals.

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Supported sales team by developing leads, building strategic relationships, and collaborating with sales teams to exceed occupancy and revenue targets.

Maintained high property standards through oversight of preventive maintenance programs and regular inspections in line with company excellence benchmarks.

Resolved escalated resident concerns and complaints promptly, ensuring high levels of resident satisfaction and service recovery.

FRONT OFFICE SUPERVISOR 09/2019 - 03/2020

MGM National Harbor Hotel & Casino - Oxon Hill, MD

Managed a team of front desk agents, providing training, coaching, and performance feedback to ensure excellent customer service

Addressed guest inquiries, resolve complaints, and ensure an exceptional guest experience from check-in to check- out

Process payments, monitor financial transactions, and ensure accurate posting of charges to guest accounts

Led daily communication meetings with the General Manager to address operational issues, and facilitated coordination with supervisors, vendors, and guests

Collaborated with housekeeping, maintenance, and management teams to ensure seamless guest experiences ASSISTANT POKER ROOM MANAGER 07/2007 - 09/2019

Fort Myers Greyhound Track – Bonita Springs, FL

Oversaw all aspects of casino operations, including the Poker Room and Table Games, while leading cross-functional teams and implementing improved training programs that reduced turnover by 30% and increased guest satisfaction and revenue.

Drove a 40% revenue increase by designing competitive tournaments, developing special events, and executing targeted promotions aligned with market trends to boost profitability and guest loyalty.

Managed financial performance, including cash handling, reconciliation, and analysis of daily, monthly, and annual reports to implement cost-saving measures.

Ensured full compliance with gaming regulations, company policies, and safety protocols while accurately overseeing cash handling, financial transactions, and reconciliations in a high-volume, fast-paced environment. Custom

Hotel Brand experience: Marriott: Courtyard, TownePlace Suites, Springhill Suites, IHG: Holiday Inn and MGM National Harbor Hotel & Casino.

Accomplishments

Ranked in the top 5 company-wide for RevPAR.

Boosted ITR/NPR (Intent to Recommend/Net Promoter Score) by 35% within the first 3 months through targeted coaching and retraining.

Increased F&B revenue by 65% by identifying cost-saving measures and negotiations with vendors. Certifications

Completed Marriott's MGR training course

Completed XLR8 pilot program for up-and-coming hotel GMs

Certified in Basic Life Support - BLS - CPR - External Defibrillation / First Aid

ServSafe Food Handler Certificate and Person in Charge in Food Protection Certification

TIPS Certificate

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