General Manager Front Desk

Curtis Patterson, Hospitality Management Professional

LOUISVILLE, KY - ****************@*****.*** - 502-***-**** CURTIS PATTERSON

PROFESSIONAL SUMMARY

Hospitality Management Professional with over 14 years of extensive expertise in optimizing hotel operations and enhancing guest satisfaction. Adept at strategic planning, revenue and budget management, and staff training, leading teams to consistently exceed organizational standards. Committed to leveraging innovative strategies to drive operational excellence and foster future growth within the hospitality industry.

EMPLOYMENT HISTORY

FRONT OFFICE MANAGER/VALET/HOUSEKEEPING DIRECTOR Sep 2 21 Present The Brown Hotel Louisville, KY Oversee the daily operations of front desk, housekeeping, guest services including Valet. Managed a team of 45 employees, providing guidance and support to ensure efficient and high-quality service delivery. Collaborated with other departments such as sales, marketing, and maintenance to optimize overall hotel operations. Maintained effective communication channels with other departments to ensure smooth coordination of services for guests' requests or special requirements. Developed employee schedules based on forecasted occupancy levels ensuring optimal staffing levels at all times. TASK FORCE GENERAL MANAGER/DOS Dec 2019 - Aug 2021 Lanceta LLC Louisville, KY GM/DOS of assigned hotels.

ASSISTANT GENERAL MANAGER Nov 2017 - Dec 2019 Hilton Garden Inn Louisville East Louisville, KY Assisted in overseeing daily operations of the company, including managing staff, coordinating schedules, and ensuring efficient workflow. Collaborated with the general manager to develop and implement strategic plans to improve business performance and achieve organizational goals.

Played a key role in recruiting, training, and mentoring new employees to ensure a high-performing team. Developed and maintained strong relationships with vendors and suppliers to negotiate favorable contracts and pricing terms. GENERAL MANAGER/DIRECTOR OF SALES Feb 2016 Oct 2017 Holiday Inn Express Cincinnati, OH Oversaw all aspects of hotel operations, including front desk, housekeeping, food and beverage, sales and marketing, and maintenance. Managed a team of 30 employees across multiple departments to ensure smooth daily operations and exceptional guest experiences.

Monitored online reviews and responded promptly to guest feedback, addressing any concerns or issues raised by guests. Maintained high levels of employee morale through effective communication channels such as regular team meetings. Collaborated with event planners to coordinate successful conferences, weddings, banquets, and other special events. Collaborated with the maintenance team to ensure timely repairs and preventive maintenance of all hotel facilities.

GENERAL MANAGER Jun 2014 - Sep 2015 Hampton Inn and Suites Louisville, KY Hired to turn around declining operations to drive this location to profitability. Oversaw all aspects of daily hotel operations for a property with 115 rooms & 3 suites including but not limited to reservations, housekeeping, facilities maintenance, capital expenditures, purchasing, inspections, payroll, budgets, and P&L.

Increased sales from $1.2M to $ 1.65M YOY.

Conducted in-depth training to associates and management and closely monitored key performance indicators, Key management team members directing successful corporate culture change throughout the organization. Provided strategic operational insight in driving room sales, occupancy growth and profits for the property.

Built an LNR database from scratch using the tracking tools that were available on ONQ. DIRECTOR OF OPERATIONS Apr 2013 -Jun 2014 Embassy Suites Deerfield, IL Oversaw day-to-day operations of a hotel with 123 suites including housekeeping, maintenance, front desk, night audit, comp services, F&B, and bell services. Managed a team of SS-65 team members bearing full P&L accountability. Effectively utilized HOT SOS for housekeeping and maintenance requests. Engaged in weekly counseling with direct reports, as well as other team members under my charge. Served as a primary point of contact for any and all guest issues. Increased Guest scores by 20% in the first quarter. Loyalty scores were improved by 12% to 79.85%. Consistently communicated hotel vision, goals, performance and standards to staff and met/exceeded standards for service. GENERAL MANAGER/SALES LEADER Nov 2011 Apr 2013 Hampton Inn and Suites Maysville, ICY Accountable for daily hotel operations for a property with IIS rooms and a staff of 25. Responsible for guest relations, front desk, housekeeping, facilities maintenance, night audit, F&B, revenue management, A/P and A/R, payroll, human resources and P&L. Utilized Onq For Revenue Management, Group Sales, Audits, and Guest Services, as well as ADP to process payroll. Sat on the Conventions and Visitors Bureau (CVB) for Maysville, KY.

Increased revenues within the first two months through improving curb appeal and driving down costs. Developed a sales initiative that brought in 42% more groups within 9 months. Created a pricing point within the competitive set that would drive business from competitors through the loyalty program and points based packaging.

EDUCATION

ASSOCIATE OF SCIENCE DEGREE IN

COMMUNICATIONS Mary Holmes College

Aug1998-June 2000 WestPoint, MS

COURSES

GENERATED REVENUE OPTIMIZER (GRO)

CERTIFICATION Industry Certification

REVENUE MANAGEMENT CERTIFICATION

Industry Certification

DIRECTOR OF SALES & MARKETING

CERTIFICATION Industry Certification

GENERAL MANAGER CERTIFICATION

Industry Certification

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