Dynamic Hotel and Resort Manager skilled in developing and training teams, effectively controlling costs and achieving year over year revenue improvements and high guest satisfaction ratings in competitive environments. Expert communicator passionate about fostering a positive and results-oriented team culture.
Hotel operations and management
Revenue generation and management
Profit and Loss Analysis
Assistant General Manager, 06/2012 to Current Great Wolf Lodge – Centralia, WA
Direct oversight of Food and Beverage, Rooms Division, Retail and Aquatics departments for 398 all suite property with revenues exceeding $50 million per year.
Implemented Franklin/Covey's "Four Disciplines of Execution", which improved Top Box Customer Satisfaction scoring by 4% year over year.
Utilizing Six Sigma - Lean, improved efficiency in Housekeeping and Front Office resulting in 15% reduction in labor costs year over year.
Provided task force support to fellow properties in the brand to implement Lean and provide support when positions were vacant.
Director of Rooms Division, 05/2011 to 06/2012 Great Wolf Lodge – Centralia, WA
Improved Check In Efficiency scores by standardizing staffing levels and production expectations for Housekeeping and Front Office.
Bridged relationship between Sales and Front Office by improving communication and organization of Group business needs.
Director of Housekeeping, 10/2009 to 05/2011 Great Wolf Lodge – Concord, NC
Oversee department of 100 housekeeping, public area, and laundry employees.
Deep turn of department failing in production and cleanliness standards.
Transitioned from hourly to pay-per-credit system which improved production by 20%.
Was designated "Leader of the Quarter" for 4th quarter 2009.
Director of Guest Services, 01/2009 to 10/2009 Great Wolf Lodge – Concord, NC
Pre-opening member of Executive Director Team
Successfully hired and trained 30 employees for Front Office. Positions hired were, Front Desk Agents, Reservations Agents, and Bell Staff.
Maintained highest service scores in the company from the first month of opening through the remainder of the year.
Created upgrade and late check out programs to boost room revenue. Resulted in an additional $250k in room revenue in first year. Later adopted and implemented throughout the company.
Director of Guest Services, 04/2007 to 01/2009 Great Wolf Lodge – Williamsburg, VA
Director of Sales, 12/2006 to 04/2007 Holiday Inn Patriot – Williamsburg, VA
Sales Director for 170 room property featuring 10,000 sq ft of meeting space.
Organize and establish client relations for new ownership
Beverage Manager, 10/2004 to 12/2006 A. Carroll's Bistro –Williamsburg, VA
Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute wine and specialty drink menu changes.
Organized special events in the restaurant, including receptions, promotions and corporate luncheons.
Correctly calculated inventory and ordered appropriate supplies.
Developed, implemented and managed business plans to promote profitable food and beverage sales.
Director of Rooms, 10/2003 to 10/2004 MHI Hotels - Holiday Inn Downtown – Williamsburg, VA
Responsible for Front Office, Housekeeping, Engineering and Revenue Management
Trained and installed Opera PMS
Director of Front Office, 10/2002 to 10/2003 MHI Hotels - Hilton Jacksonville Riverfront – Jacksonville, FL
Responsible for training, development and performance management for front desk, bell staff, valet, and reservations.