Dedicated General Manager offering more than 13 years in the hospitality industry, as well as in-depth knowledge of operations, sales, revenue management, and engineering. Focused on promoting customer satisfaction through exceptional service and maintaining outstanding hotel accommodations.
Microsoft Office (Access, Excel, Outlook, Publisher and Word)
Programs: Fosse PMS, MARSHA PMS, SFAWeb, OPERA PMS, SalesPro and G6HMS
Exceptional customer service
Budgeting and cost control
Inventory management systems
Relationship - building
General Manager12/2016 to 03/2017Studio 6Tyler, Texas
Transitioned hotel and team from a Hawthorn brand flag to a Studio 6 flag.
Oversaw the implementation of a new Property Management System.
Worked with hotel team to complete first phase of the Property Improvement Plan to switch brands.
Sales / Revenue Manager
General Manager08/2015 to 12/2016Hawthorn Suites by WyndhamTyler, Texas
Maintained a positive guest satisfaction score 4.25 on the Wyndham scale of 1 - 5.
Achieved a $1.5 Million to $2.5 Million budget on an annual basis.
Developed team members to grow in their position and prepare for future opportunities.
Ensured checks and balances for accounts receivables, accounts payables and payroll.
Initiated capital funding requests and projects.
Assistant General Manager09/2014 to 08/2015Hawthorn Suites by WyndhamTyler, Texas
Maintain / increase standards of quality guest service and satisfaction.
Achieve budgeted revenues and expenses and maximize profitability related to the hotel.
Assist in development of short- and long-term financial and operational plans for the hotel that relate to the overall objectives.
Also participate in the preparation of the annual hotel budget.
Maintain and correct procedures for credit control, financial transactions, security of financial assets, and guest security.
Respond and resolve guest requests, complaints, or questions in a courteous and timely manner, demonstrating poise and good judgment.
Ability to accurately use various office and accounting software.
Assist General Manager with effectively recruiting, interviewing, selecting, and hiring qualified associates.
Assist the General Manager in running all departments of a 128 suite hotel.
Assist with reduction of undesirable turnover; reduce length of time positions are open.
Effectively train, coach, counsel, commend, and correct associates fairly and consistently to ensure development and improve performance.
Front Office Supervisor03/2014 to 09/2014Hawthorn Suites by WyndhamTyler, Texas
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
Develop and maintain positive and productive working relationships with other employees and departments.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Schedules staff according to labor standards and forecasted occupancy.
Sales Coordinator/ Event Specialist08/2012 to 03/2014Residence Inn by MarriottTyler, Texas
Act as on-property guest point-of-contact and facilitate event experiences throughout the process.
Ensure event rooms are arranged according to appropriate and customer requirements.
Assist in maintaining the cleanliness and inventory of event room.
Communicate groups' special sleeping room needs to all departments prior to group arrival.
Coordinate and help lead monthly department meetings with property staff involved in Event Service Support and support to property sales efforts as needed.
Support the interpretation and communication of information needed for managing hotel operations as it relates to event planning.
Support property billing efforts related to both event and non-event related activities.
Perform prompt and accurate tracking and reporting of function room gratuity to Management for payroll processing.
Own and/or execute the hotel internal sales plan which may include guest interaction, communication to/from the outside sales engines, and pull through of U.S./Regional/Market sales & marketing initiatives and maintaining the share shift war boards.
Guest Service/Sales Representative07/2006 to 08/2012Residence Inn by MarriotTyler, Texas
Process all guest check-ins by confirming reservations and check-outs in resolving disputed charges and settling accounts.
Run daily shift and credit card authorization reports to check for accuracy and discrepancies.
Perform night audit duties and compiled all daily reports, contingency logs, and cash reports
Patrol all areas of the property to ensure guest and meeting rooms are secure.
Monitor perimeter alarm system and fire life safety system.
Maintain confidentiality of all loss prevention and property reports.
Assist maintenance with repairing electrical and pneumatic problems throughout the property.
Night Auditor02/2004 to 06/2006Residence Inn/Courtyard MarriotHouston, Texas
Complete end of day activities such as posting charges, running night audit back-up reports, and
roll the date.
Balance bank and drop receipts according to accounting specifications.
Process all payments, vouchers, and end of the month reports.
Maintenance Tech I
Inspect and repair all mechanical equipment, including but not limited to; appliances, HVAC, electrical, and plumbing components.
Perform preventative maintenance by using the Lockout/Tagout system and carry all equipment in order to maintain preparedness.
Respond and attend to guest repair request in a timely manner.
Bachelor of Science: Business AdministrationMay 2011Texas CollegeTexasBusiness Administration
of Aquatic Facilities Issue Date:
October 2016 Expiration Date: October
Food Safety Manager Issue Date: October
2015 Expiration Date: October 2020