General Manager Driving Hotel Operations
Resume:
PROFESSIONAL SUMMARY
SKILLS
WORK EXPERIENCE
DAWNLEIA
WILLIAMS
D
W
Oakland, California 94605, 510-***-****, 510-***-****, ***********@*****.*** LinkedIn: LinkedIn
Dynamic General Manager with a proven history at Extended Stay America, excelling in staff training and organizational development. Recognized for enhancing operational efficiency and boosting guest satisfaction through effective leadership and strategic budget analysis. Passionate about driving growth and fostering a customer-focused environment while ensuring compliance with industry standards.
• Branding • Profit and loss accountability • Sales
• Financial document control • Staff training and development • Budget allocation Proficient in Microsoft, Opera Cloud,
OnQ, System 21, Hotel Key and more.
• • Organizational development • Budget analysis
GENERAL MANAGER January 2025 - Current
EXTENDED STAY AMERICA San Jose
• Led teams by example to deliver exceptional standard of work.
• Structured internal operations and outlined policies and procedures.
• Handled conflict resolution among team members, promoting healthy work environment.
• Evaluated performance data to identify areas for improvement. GENERAL MANAGER/ASSISTANT GENERAL MANAGER January 2022 - January 2025 LAQUINTA INN AND SUITES South San Francisco
• Met business and guest demands with well-planned schedules and employee assignments.
• Kept business records current and fully compliant with company standards. Protected hotel from unnecessary liability by carefully following employment laws, business regulations and safety standards.
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Supervised and coordinated work of multiple hotel departments, including guest services, housekeeping and food preparation.
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• Boosted staff performance using training, coaching, and motivational techniques.
• Handled all registrations, room requests, and charge questions smoothly.
• Met guest needs consistently with smooth coordination between departments.
• Achieved profit targets with dynamic rate structures for rooms and amenities.
• Directed facility maintenance, overseeing internal teams and contracting outside vendors for complex requirements. Cultivated customer-focused environment, empowering employees to solve routine issues and personally handling escalated problems.
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Complex Front Office Manager January 2019 - January 2020 HAMPTON INN / HOME2 SUITES Oakland
Perform a broad range of hotel running operations, including staffing, training, disciplining, scheduling, and visually monitoring performance of front desk personnel, bar staff, and drivers while ensuring adherence to all service and productivity standards.
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• Manage customers' orders and resolve guests' conflicts and issues to maintain friendly and convenient environment. Support account management and banking, sales and bookings, stocks and order office functions for ensuring smooth execution of day-to-day activities.
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• Selected Contributions:
Encouraged staff retention through introducing an incentive plan for bonuses based on guest satisfaction scores and comment cards.
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Contributed remarkable efforts in meeting and surpassing goals and expectations for two properties in every quarter by training and mentoring all front desk staff.
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Achieved client retention, growth, and satisfaction by addressing guests' matters and recommending customized solutions.
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Played an integral role in reducing water waste and improving goal of being environmentally friendly through working in close collaboration with senior management.
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• Analyzed performance data to identify opportunities for operational enhancements.
• Monitored inventory levels of office supplies, reordering as necessary to maintain adequate stock. Night Auditor January 2017 - January 2019
DOUBLETREE BY HILTON Brisbane
Executed multitude of hotel operations, such as managing check in and out guests, responding to guest complaints and requests, processing invoices, balancing revenues for outlets and shifts, identifying and addressing guests' needs to meet customers' desires and business milestones.
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• Selected Contribution:
Acquired bonuses for whole department quarterly by selling out hotel daily, achieving and optimizing revenue goals, and ensuring the delivery of exceptional customer services.
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• Managed inventory of supplies needed for front desk operations, ordering additional items.
• Prepared and distributed next day''s reservation reports to relevant departments.
• Backed up front desk, handling diverse customer and operational issues throughout night.
• Prepared accurate and detailed reports on nightly audit findings.
• Updated reservation system with new bookings, cancellations, and modifications as needed. Front Office Manager January 2003 - January 2008
HAMPTON INN AND SUITES
Supervised the day-to-day operations of front desks and reception areas; managed administrative tasks and clerical duties to ensure smooth and efficient working of company.
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EDUCATION
PERSONAL INFORMATION
TECHNICAL EXPERIENCE
• Tended to guests' complaints and questions and provided outstanding solutions for resolving customers' concerns. Maintained front desk office supplies and equipment along with managing budget, records, contracts, cash drawers, payrolls, and schedules.
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Selected Contribution: Earned recognition from senior management for delivering 100% impeccable customer services and resolving guest problems in a courteous manner.
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• Collaborated with other department managers to address any concerns or inefficiencies in hotel operations.
• Developed and implemented staff training programs to enhance customer service skills.
• Negotiated contracts with vendors, securing cost-effective services and supplies.
• Coordinated with housekeeping and maintenance departments to ensure guest satisfaction. Bachelors - Political Science / Pre-Law 01/2020
CAL STATE EAST BAY, Hayward, CA
Associate - Paralegal Studies 01/2018
MERRITT COLLEGE, Oakland, CA
High School Diploma
FREMONT HIGH SCHOOL, Oakland, CA
Title: HOSPITALITY MANAGEMENT
• Microsoft Word
• Microsoft Excel
• Adobe Acrobat
• Assess
• Windows
• Data processing systems
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