Hospitality General Manager - Hotel Operations Executive

SHAWANDA KEETON

HOSPITALITY GENERAL MANAGER HOTEL OPERATIONS EXECUTIVE

Peoria, IL • 309-***-**** • ***************@*****.*** • linkedin.com/in/shawanda-keeton

EXECUTIVE PROFILE

Results-driven Hospitality General Manager with over 12 years of progressive property-level and multi-department leadership across select-service, boutique, and full-service hotel brands. Proven track record in comprehensive P&L management, revenue maximization, cross-functional team leadership, and guest experience excellence—consistently sustaining top-tier "Green Zone" brand standards. Adept at optimizing Rooms, Food & Beverage, and licensed retail operations while driving operational efficiency, cost containment, and long-term property asset value.

CORE COMPETENCIES & LEADERSHIP CAPABILITIES

• Full P&L Management & Budgeting

• Revenue Strategy & RevPAR Growth

• Guest Satisfaction (Green Zone)

• Rooms & F&B Operations Leadership

• Labor Optimization & Scheduling

• Brand Standard Audits (BSA)

• Talent Acquisition & Staff Retention

• Vendor & Supply Chain Management

• Safety, Sanitation & OSHA Standards

PROFESSIONAL EXPERIENCE

Assistant General Manager Hyatt Place — Normal, IL 02/2024 – Present

Partner directly with the General Manager to execute end-to-end property operations across Front Office, Housekeeping, Engineering, and F&B operations, including the full-service restaurant/bar and licensed Starbucks outlet.

Analyze monthly P&L statements, variance reports, and operating expenses; pinpoint cost-saving opportunities and implement targeted purchasing controls to maximize net operating income (NOI).

Drive revenue management strategies and sales initiatives, contributing to consistent achievement and surpassing of property RevPAR and top-line targets.

Uphold rigorous brand service excellence, consistently maintaining guest satisfaction scores in the top-tier "Green Zone" through proactive service delivery and rapid dispute resolution.

Develop and deliver continuous team training programs, improving crew performance, reducing turnover, and guaranteeing comprehensive compliance with brand safety protocols, OSHA guidelines, and food sanitation.

General Manager Mark Twain Hotel — Peoria, IL 12/2020 – 01/2024

Exercised full executive leadership, fiscal responsibility, and strategic oversight for a boutique hotel, reporting directly to ownership and steering long-term property performance.

Directed annual budgeting, forecasting, capital expenditure allocations, and monthly financial reporting, ensuring fiscal targets were met or exceeded.

Collaborated with cross-functional teams, including sales, marketing, and project management, to launch innovative promotional packages, guest loyalty programs, and community partnerships.

Re-engineered operational workflows and labor schedules, achieving an 85% increase in crew operating efficiency while curbing excessive overtime costs.

Spearheaded guest service transformation across all customer touchpoints, driving repeat corporate and leisure bookings.

Standardized monthly onboarding, performance reviews, and mentorship structures, building a high-accountability team culture with superior employee retention.

Executive Housekeeper Marriott Pere Marquette — Peoria, IL 09/2013 – 03/2020

Directed comprehensive housekeeping, laundry, and public space operations for a landmark full-service hotel, managing a multi-shift staff and weekly labor schedules.

Partnered with executive leadership to prepare for and consistently pass rigorous Brand Standard Audits (BSA) and internal QA inspections with exceptional scores.

Supervised departmental budget allocations, conducted end-of-month physical inventory counts, and managed supplier relationships to optimize linen, cleaning, and guest supply expenditures.

Designed and executed standard operating procedures (SOPs) and comprehensive onboarding curricula that elevated room cleanliness ratings across all guest floors.

Led recruitment, structured interviewing, onboarding, and ongoing performance evaluations for the entire housekeeping department.

EDUCATION & CONTINUOUS LEARNING

High School Diploma Manual High School — Peoria, IL

Graduated with 3.7+ GPA. Completed foundational and continuing coursework in Computer Science, Statistics, and Data Management; dedicated monthly community volunteer.

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