General Manager Customer Service

MICHAEL P. MARCHESE

**** ******* ******, ******, ** 80229

PHONE: 720-***-**** EMAIL: ***************@***.*** Profile

• Seasoned hospitality professional with more than 19 years of experience in hotel operations and food and beverage management.

• Extensive experience and knowledge of food and beverage operations

• Demonstrated history of enhancing guest satisfaction and optimizing operational efficiencies.

• Extensive experience in managing a ten million dollar room revenue budget.

• Broad experience and understanding of hotel operations

• Excellent leadership skills and meticulous attention to detail

• Excellent customer service skills

Education

Metropolitan State College of Denver- Degree Hotel and Restaurant Administration Relevant Experience & Accomplishments

Operations / Food and Beverage

• Responsible for creating monthly food and wine pairing menus for VIP parties, sales events, and special functions.

• Successfully opened a premier retirement community with 117 units. Oversaw the hiring process, conducted training sessions, managed pre-opening tasks, and handled daily operations along with financial responsibilities.

• Opened a 164-suite hotel; managed the hiring, training, pre-opening activities, along with daily operational, financial, and human resources tasks.

• Collaborated with renowned chefs to design and implement innovative menus for restaurants and banquets.

• Created the scotch and cigar menu for Fuller’s Griffin Cigar Bar.

• Led a Micros upgrade, trained staff, and gained knowledge of the POS Micros system.

• Hilton GRO certified

• TIPS Trainer Certified

• Profit and Loss Evaluation, Inventory Assessment, Expense Management and Containment

• 2023 Baywood Hotels General Manager of the Year

• 2024 Baywood Hotels Highest QA Score Award Recipient (98%)

• Led and completed an XNPOS installation, training staff, and acquiring system knowledge for the food and beverage outlet and retail space.

• Hotel Supervisor AHLA certification mentor

Management/Supervision

• Managed the recruitment, retention, training, and scheduling of supervisors and staff for a team of over 60 employees.

• Provided training, supervision, and evaluation for staff; coached and enhanced management skills.

• Managed, supervised, and assessed staff performance, while providing coaching to enhance management skills.

• Provide strategic leadership for two high-performing hotels, overseeing all operations to ensure efficiency, outstanding guest experiences, and sustained profitability, while managing six direct reports.

• Developed and applied a food and beverage training manual utilized by full-service hotels and retirement communities.

• Managed outdoor concerts and events with over a thousand attendees, vendors, and local bands, generating revenue of more than $40,000 per event.

• Supervised operations of a cigar bar, sports bar, and upscale restaurant within a full- service hotel.

• Responsibilities include maintaining the highest standards of guest service.

• Kept guest scores in the top 90th percentile, earning the title of number one Courtyard by Marriott nationwide.

Employment

Dual General Manager, Homewood Suite & Tru International Airport, Denver, CO 2022-2025 General Manager, Home2 Suites Denver International Airport, Denver, CO 2020-2022 General Manager, Hampton Inn Loveland, Loveland, CO 2018-2020 Assistant General Manager, Hilton Garden Inn Cherry Creek, Denver, CO 2016-2018 Food and Beverage Director, Hilton Garden Inn Cherry Creek, Denver, CO 2013-2016 Food and Beverage Manager, Heritage Todd Creek Golf Course, Thornton, CO 2011-2013 Dining Service Manager, The Carillon at Boulder Creek, Boulder, CO 2010-2011 Assistant Outlets Manager, Millennium Harvest House Hotel, Boulder, CO 2006-2010 Outlets Supervisor, Millennium Harvest House Hotel, Boulder. CO 2005-2006 Assistant General Manager, Courtyard by Marriott, Longmont, CO 2003-2005

Contact this candidate