general manager resume example with 17+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Experienced People Oriented Leader with a demonstrated history of exceeding operational targets. Conscientious, hardworking and excels at multitasking in fast-paced environments. Adept at working effectively unsupervised and quickly mastering new skills.

  • Policy/Program Development and Enforcement
  • Performance Improvements
  • Supervision and Training
  • Management Team Building
  • Business Leadership
  • Financial Statement Review
  • Supplier Monitoring
  • Records Organization and Management
  • Hiring and Onboarding
  • Revenue Forecasting
  • Goal Setting
  • Resource Allocation
  • Decision Making
  • Quality Assurance
  • Problem Anticipation and Resolution
  • Customer Service Management
  • Budget Control
  • Operations Oversight
  • Microsoft Office (Word, Excel, Powerpoint)
  • Oracle EBS Production and Smartview
  • Kofax Markview
  • Birchstreet Procurement
  • Hyperion Production
09/2017 to Current General Manager B.F. Saul Company Hospitality | Bethesda, MD,
  • Responsible for all aspects of hotel operations.
  • Provide Leadership and strategic support to recruit, train, and retain personnel with a central focus on building a service culture that exemplifies care and personnel development aligned with achieving organizational goals.
  • Create the hotel's annual operating and capital budgets, set short and long term strategic financial goals for the property, and manage the capital expenditures process from start to completion.
  • Managed labor and property expenses to achieve maximum flow-thru to bottom line.
  • Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
  • Responsible for developing forecasts to achieve corporate objectives.
  • Responsible for overseeing the Revenue Management and Sales Management of the hotel and ensuring the implemented strategies are aligning the hotel to achieve or exceed its fair market share and meet forecasted revenues.
  • Prepare monthly financial reporting and reconciliation for owners and stake holders.
  • Help in the procurement of operating supplies and equipment.
  • Responsible for establishing and maintaining vendor relations that align with the property's financial objectives and key performance indicators.
  • Responsible for ensuring property is current with all licensing, compliant with all federal, state, and local laws pertaining to the hotel's operations including OSHA regulations, and that the hotel passes all health and safety inspections.
07/2016 to 09/2017 Director of Housekeeping / Room Operations Omni Hotels | Boston, MA,
  • Supervised and supported housekeeping personnel to maximize quality of service and performance.
  • Worked with the Director of Revenue and the company Controller to set and review the annual budget.
  • Managed the Department's expenses and productivity to align with hotel business levels and budgetary targets.
  • Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
  • Developed training programs to build employee performance, improve employee engagement and increase employee retention.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Twice served as Interim Director of Front Office while the position was being filled.
04/2014 to 07/2016 Office Manager / Operations Manager Buffalo Wild Wings | Concord, NC,
  • Recruited, interviewed and hired qualified staff for open positions.
  • Trained employees on duties, policies and procedures.
  • Created schedules and monitored payroll to remain within budget.
  • Supervised employees through planning, assignments and direction.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Attended program events at various locations across territory to promote energy efficient measures.
  • Conducted site surveys at commercial sites, collected cost analysis data, generated energy audit reports with recommendations for available retrofit or installation projects.
  • Researched and applied applicable rebates to customers projects in order to achieve the maximum return on investment for the customer and help cover the costs of their retrofit project.
01/2013 to 04/2014 Front Office Manager The Hotel Group | City, STATE,
  • Recruited, trained and empowered employees to achieve key performance indicators.
  • Created schedules and monitored payroll to remain within budget.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Responded to and resolved guest issues or complaints.
08/2010 to 11/2012 Assistant Chief Operations Executive Heart Of America Group | City, STATE,
  • Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
  • Recruited, hired, onboarded, trained, and managed employees in the Front Office, Housekeeping, and Engineering Departments.
  • Responded to and resolved guest issues or complaints.
  • Responsible for Meeting Room Sales and Contract Execution.
  • Responsible for managing Meeting Room functions and events from start to finish.
  • Responsible for managing the hotel's Accounts Receivables.
07/2005 to 05/2010 Assistant General Manager Hyatt Hotels Corporation | City, STATE,
  • Served as the acting General Manager when the General Manager was away from the hotel.
  • Provided Task Force and assisted with the opening of 3 Hyatt Place Hotels in the Kansas City Market.
  • Administered new hire paperwork and maintained employee files.
  • Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
  • Mentored new employees, demonstrating best methods for servicing clients and guests.
  • Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
  • Placed supply, food, and equipment orders for the hotel.
  • Managed labor and property expenses to achieve maximum flow-thru to bottom line.
  • Responsible for the management and collections of the Hotel's Accounts Receivables.
Education and Training
Expected in 12/2014 to to MBA | Business Administration University of Phoenix, Phoenix, AZ GPA:
Expected in 05/2011 to to Bachelor of Science | Business Management University of Phoenix, Tempe, AZ GPA:
Activities and Honors
  • Missouri State University - Advisory Board Member / Customer Experience (CX) Program 2021 - 2022

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Resume Overview

School Attended

  • University of Phoenix
  • University of Phoenix

Job Titles Held:

  • General Manager
  • Director of Housekeeping / Room Operations
  • Office Manager / Operations Manager
  • Front Office Manager
  • Assistant Chief Operations Executive
  • Assistant General Manager


  • MBA
  • Bachelor of Science

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