Executive Management

BACKGROUND

· Over ** years of experience in customer service, operations and management in the hospitality industry, which has given me the opportunity to gain a wealth of knowledge and great leadership skills that can be used in any company.

SUMMARY OF EXPERTISE

· Management: Budgeting and forecasting, managing and directing seven (7) departments, two hundred (200) employees, Profit & Loss responsibilities, policy and procedures and Human Resources.

· Systems and Applications: MS Word, WordPerfect, Lotus 123, MS Excel, PowerPoint, Computerized Lodging Systems (CLS), Westron (Sabre), Libica (H.I.S), Mirage Property Management System, GroupWise, Springer Miller Systems & On Q System 21, Online reservation booking systems.

· Customer Relations: Develop new marketing and customer-relations programs, frontline customer interaction, problem solving, and crisis resolution.

· Sales: Increased operating revenues by increased sales through solicitating group, and individual reservations. Developed and implemented revenue goals with increased call conversions for 15 reservation agents. Implemented statewide customer service training program.

· Employee Relations: Develop new employee programs, manuals, and standards, as well as liaison between employees and Upper Management and ownership. Processed ADP Payroll, 401K Plan Administrator, Employee handbook, & Bureau of Labor and Industry Contact.

WORK EXPERIENCE

Extended Stay Hotels, Beaverton, Oregon – September 2007 – January 2008

General Manager

· Direct and manage all hotel sales and operations

· Negotiate corporate and group rates

· Bring all labor and expense costs in alignment

· Increased Gross Operating Profit by 15% in four months

· Mentor and develop Assistant GM in order to become a GM

· Increase employee moral while enforcing company standards

Allure Hospitality, Vancouver, Washington – August 2006 – December 2006

Director of Hotel Operations

· Manage hotel operations for acquired hotels through a management agreement

· Assess overall operations for effectiveness

· Increase revenues

· Create Sales and Marketing strategies for under performing properties

· Create and Implement Operating strategy

· Create operating budget

· Hire and fire for key management positions

· Development and implement policy and procedures

· Negotiate third party agreements and contracts

Heathman Hotel, Portland, Oregon – November 2005 – August 2006

Director of Operations – February 2006 – August 2006

· Oversee the daily operations of the front office, guest service, and in-room dining staff

· Effectively manage labor and expense costs

· Develop and implement systems for efficiency and organization

· Implement operation’s policy and procedures

· Identify and develop staff for potential promotion into leadership/management roles

· Implement training procedures

· Responsible for staffing departments

Director of Facilities – November 2005 – February 2006

· Manage maintenance, housekeeping, private bar, and laundry staff

· Re-organized department for efficiency

· Gained control over labor costs

· Developed and implemented systems for managing supplies and expenses

· Began developing staff for leadership roles

· Re-organized private bar to increase consumption and revenue

· Implemented standards for cleanliness in guest rooms

· Provided direction for maintenance program of facility

· Increased employee moral

· Developed a good rapport with vendors

Travel Oregon -Oregon Tourism Commission, Salem, Oregon – September 2004 – November 2005

Customer Service Program Manager

· Manage Administrative contract

· Assist Regional Destination Marketing Organizations to implement state-wide customer service program

· Develop and assist RDMOs with annual strategic plans to train and fund the training for workforce

· Solicit sponsorships for training, and marketing of program

· Review existing corporate, organizational, and educational customer service programs for the purpose of certification as meeting the “Q” standard

· Assist contractor in trainer evaluations

· Problem solve and further develop the “Q” Program

· Conduct presentations to industry organizations, corporations, & state agencies on Tourism and the “Q” Program.

· Develop marketing & promotional strategy for “Q” Program

· Assist in the development of additional offerings of “Q” Program

· Key note speaker about program

· Evaluate effectiveness of program

Doubletree Complex – Hilton Hotel, Portland, Oregon – August 2004 – September 2004

674 Guest Room Full Service Hotel

Director of Front Office Services

· Directed the operations of the Front Office, PBX, & Guest Services Staff

· Created departmental policy and procedures

· Developed key managers and supervisors

· Created consistency at both hotels – Jantzen Beach and Columbia River properties

· Multi-Unit Management

The Providence Biltmore – Grand Heritage, Providence, Rhode Island – November 2003 – January 2004

292 Guest Room Full Service Hotel

Assistant General Manager

· Directed the operations of Front Office, Concierge, and PBX departments.

· Developed and implemented policy and procedures for 4 departments

· Created and implemented training manuals, standards, customer service.

· Cross-trained departments to reduce labor costs.

· Reduced labor expenses by 20% for 4 departments by re-organizing departments to be more efficient.

· Directly responsible for 30 staff members.

The Governor Hotel, Portland, Oregon - March 1994 to November 2003

100 Guest Room Historic Luxury Hotel

General Manager June 2003 – October 2003

· Operated hotel under receivership appointment.

· Re-organized operations to reduce labor and operating cost by 25%.

· Develop modified operating budgets of 2 Million dollars.

· Direct the operations of entire hotel, which consisted of 6 departments (65 employees).

· Responsible for selecting and maintaining all IT and telephone systems.

· Knowledge of Profit and Loss statements.

· Developed operating budgets and room forecasts to achieve revenue gals of $3 Million.

Acting General Manager July 1998 to June 2003

· Directed the operations of Front Office, Reservations, Room Service, Door and Valet staff, as well as oversee the Chef Concierge, Maintenance, Housekeeping, and Guest Services Managers.

· Created yearly revenue forecasts for owners and financial investors.

· Created yearly labor, operating, and revenue budgets for above departments.

· Developed strategies with Director of Sales to increase sales to acquire room revenue of 1.5 Million.

· Developed marketing strategies to increase hotel’s visibility by 5-10% per year.

· Created and implemented incentive programs for departments to reach operating goals.

· Directed the operations of hotel 24-hour room service.

· Ordered food and beverage for room service

· Ensure all staff had proper food handler and OLCC permits

· Created room service menus with management of McCormick and Schmick Restaurants

· Created and implemented training manuals, standard operating procedures, employee handbooks in compliance with Bureau of Labor and Industries.

· Developed relationships with local vendors and suppliers for operations.

· Assisted accounting with A/R accounts to increase collection of outstanding revenue.

· Processed bi-weekly payroll to ADP in the absence of H.R.

· Created Human Resource policy and procedures for property and shared with two other facilities.

· Provided guidance, support, and consultation to management team of 6 and 60 employees.

· Developed, implemented and administered quarterly performance reviews, annual evaluations, and disciplinary procedures.

· Created interview, new hire, and termination policy and procedures in compliance with Oregon Law.

· Responded, investigated, and remedied complex employee issues relating to discrimination, sexual harassment, & wage and hour situations.

· Created employee recognition programs to keep positive moral.

Director of Revenue/Front Office Operations July 1997 to July 1998

· Directed the operations of Front Office, Reservations, and Room Services and Guest Services Management staffs.

· Directly responsible for revenue management of hotel guests rooms and ensuring revenue goals were met.

· Implemented Customer service techniques to increase overall room sales to reach revenue goals.

· Monitored weekly call conversions and Average Daily Rates (ADR) for reservation agents to increase sales.

· Additional responsibilities included forecasting for future years occupancy and revenue by day to achieve room revenue for rooms operations.

· Served as liaison between the hotel and SRS World Hotels Marketing Company. Was promoted to Director of Operations in one year.

Reservations Manager March 1994 to July 1997

· Responsibilities include forecasting occupancy, budgeting for future revenues.

· Managed reservations and telephone operating staff, as well as second in command for operations of Front Office, Bell, Door and Room Service staff.

· Worked directly with Director of Sales and Marketing and Sales Managers on group bookings, establishing ceilings and rates for them.

· Direct liaison between Westin Hotel Central Reservations Office and hotel. Controlling the Westron computer availability and updates on rates and promotions.

· Implemented yield management procedures.

· Increased room revenue, average daily rates, and sales by 15% in first 3 months on staff.

The Benson Hotel, Portland, Oregon - March 1988 to November 1993

321 Guest Room Historic Luxury Full Service Hotel

Reservations Manager/Assistant Front Office Manager

· Responsibilities included supervising all Reservation, Telephone Operations, Front Office and Guest Service staff.

· Processed payroll for overall department and coordinated work schedules.

· Was involved in 21 million-dollar renovation of hotel. Played key role in implementing new policies, procedures and restructuring Front Office and Reservations Operations.

· Oversaw the conversion of the new computer system.

Red Lion City Center, Portland, Oregon - February 1985 to March 1988

330 Guest Room Full Service Hotel

Reservations Manager/Front Office/Night Audit

· Converted in-coming reservation request to confirmed bookings.

· Processed/maintained group bookings.

· Coordinated incoming group reservations with group contacts.

· Maintained all booked reservations.

· Maintained high level of customer service.

· Assisted front office operations.

· Responsible for hotel operations during night audit shift

· Completed night audit procedures for daily hotel operations including restaurant/bar.

EDUCATION

· University of Phoenix, Portland, OR - March 1998/June 2001 - Bachelor of Science in Business Mgt.

· Completed Bureau of Labor and Industries courses in: Wage & Labor Laws, Disciplining, etc.

ORGANIZATIONS/COMMITTEES

· Hospitality and Tourism Management Advisory Committee –Salem, OR / October 2004 – Current

· Rim Serve Committee Champion January 2006-August 2006

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