General Manager / Regional Manager

QUALIFICATIONS PROFILE

Remarkably astute, seasoned, and tenacious professional equipped with 18+ years of experience in full-service hospitality operations. Demonstrate in-depth proficiency in directing all facets of the industry utilizing broad background in providing hands-on leadership at every level of managing hotels. Show competency in developing and implementing effective sales and marketing strategies and plans to increase sales and revenue including service standards and quality while reducing cost. Exemplify keen expertise in overseeing staff development, training, and corporate human resources operations. Accustomed in working with individuals of diverse cultures and backgrounds. Proven ability to multitask in a highly competitive, team-oriented, and fast-paced environment. Willing to travel and relocate.

AREAS OF EXPERTISE

- Outstanding Customer Relations

- Hospitality Management and Operations

- Special Events Coordination

- Quality Assurance and Service Standards

- Cost Control and Implementation

- Leadership, Staff Training, and Team Building

- Sales Action Plans and Development

- Human Resource Administration

- Profit and Loss Analysis

- Continuous Process Improvement

- Problem Resolution and Decision Making

- Superior Interpersonal / Communication Skills

CAREER HIGHLIGHTS

- Keynoted for remarkable development of hotel, which successfully ranked #1 hotel in state, #6 in the nation, and Top 5% of all international sites for quality performance

- Achieved the “Hampton Pride Award” and “Circle of Excellence”

- Proud recipient of four “Hall of Fame” awards during a one-year period for improving service delivery to position a hotel in the top 5% of all locations worldwide for guest satisfaction the first time in three years

- Cost-effectively saved $65,000 in accounts receivable by developing an efficient tracking system and negotiating with accounts to recover uncollectible debts

- Significantly cut down employee turnover by 64% and improved job performance through implementation of stringent hiring standards along with development, retention, and other incentive programs

- Elevated hotel restaurant covers 15% by introducing a new guest-focused restaurant menu and negotiating with local dining establishments to build business relationships and deliver custom dishes

- Increased net operating income by 37% and extended-stay occupancy totals from 38% to 55% through suggestive-selling techniques, which was regarded as record-breaking results

EMPLOYMENT HISTORY

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FOUR POINTS BY SHERATON - PHILADELPHIA, PA 2008

Opening Hotel Manager / Project Leader

Oversaw the pre-opening and set-up of the entire 92-room hotel and administered operations including staffing, ordering, and establishing cost and quality standards. Served as liaison between the construction company and Starwood to ensure compliance with brand standards. Hired, trained, and developed the entire staff including Sales Manager. Established and maintained positive working relationship with Philadelphia Convention and Visitors Bureau (PCVB). Worked with Starwood to bridge the gap between the owners, management company, and Starwood. Oversaw all sales and booked groups and maintained delivery guest service excellence in alignment with hotel policies.

Notable Accomplishment:

- Actively participated in Starwood training and development courses and implemented brand standards

- Instrumental in establishing rate schedule including sales and marketing plan for the hotel

HAMPTON INN & SUITES - OAKS, PA 2000–2007

General Manager

Spearheaded sales, marketing and service delivery, strategic planning, and financial management to drive revenue growth, customer satisfaction, and profitability. Effectively managed a group of 35 staff to achieve business, operational, and organizational objectives. Primarily held responsible for hiring, training, and developing personnel for promotions to higher positions. Ensured hotel’s profitability by maintaining 24/7 on-call support on hotel operations and sales.

Notable Accomplishments:

- Keynoted for increasing budgeted revenue by 8% yearly, which resulted to improving hotel ranking from #77 to rank #6 among hotels throughout the nation

- Built long-term quality relationships with Wyeth, Quest Diagnostics, SEI Investments, Streamlight, and other corporate accounts

- Consistently obtained “Outstanding” ratings on three consecutive Hilton quality assurance inspections

COURTYARD BY MARRIOTT - WILMINGTON, DE 1998–2000

Assistant General Manager 2000

Directed and coordinated the hotel's overall operation focusing on front desk and restaurant management to maximize profits and exceed guest expectations. Determined staffing requirements: recruited, hired, trained, and developed 50 staff. Maintained and compiled HR records including payroll ensuring compliance with regulations. Assumed general manager roles in the entire hotel to guarantee high quality of service provided.

Notable Accomplishments:

- Initially hired as Operations Specialist and eventually promoted to Assistant General Manager through demonstration of exemplary performance, dedication, and efficiency

- Conceptualized HR documentation, streamlined training manuals, and conducted new employee orientation to foster positive working environment

- Instituted an automated accounting system that aligned monthly expense tracking with the budget

Operations Specialist Northeast Region–South 1998–2000

Extensively travelled to identify, analyze, and address problem areas at nine locations in an underperforming region. Implemented improvements and complied with corporate standards by resolving the root causes of underachievement on various areas. Played a vital role in the grand opening of two hotels in the area.

Notable Accomplishments:

- Boosted up restaurant revenues by 90% at one hotel and a 40% opening sales increase at another

- Amplified sales by 8%, guest satisfaction by 12%, and net profit by 18% through effective leadership

EARLIER CAREER

SENIOR SALES MANAGER / SALES CLERK, RESIDENCE INN BY MARRIOTT - NEW HAVEN, CT 1995–1998 / 1990–1994

SALES MANAGER, RAMADA HOTEL - NORWICH, CT 1994–1995

SALES COORDINATOR, RESIDENCE INN BY MARRIOTT - SHELTON, CT 1994

EDUCATION

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PROGRAM IN HOTEL AND RESTAURANT MANAGEMENT - Johnson & Wales University, Providence, RI

CERTIFICATIONS

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Certified Hotel Administrator (CHA): In Process

Certified Bartender and Mixologist, International School of Bartending

Certified Operator and Manager, Montgomery County Health Department of Pennsylvania

Certified in First Aid and Cardiopulmonary Resuscitation (CPR), American Red Cross

PROFESSIONAL TRAINING

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HILTON HOTELS:

Ultimate Service, Revenue Maximization I and II, General Manager Leader Program, and OnQ Certified

MARRIOTT / RAMADA: Sales EDGE Training Program and Management Sales Training

WILLOW VALLEY ASSOCIATES: Supervisory Skill Builders

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