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General Manager Resume Example

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GENERAL MANAGER
Summary
Over twenty years experience in the hospitality industry including hotel/motel management, Front Desk, Housekeeping, Food/Beverage control, public and employee relations, and maintenance of properties. Highly adaptable, effective training and motivational skills. Excellence in Customer Service. Developed, designed, and delegated employee work load to maximize customer satisfaction and achieve optimum personnel productivity, daily HANDS ON attitude. Excellent communication, problem-solving and customer service skills Fluent in English, Spanish, German, and Italian, both verbal and written.
Accomplishments
  • Manager of the Year in 1998
  • Achieved Recognition for Sunburst Award for Quality
  • Best Hotel of Laguna Beach Award 2008
  • General Manager of the Year 1998
  • Employee of the Year 1985
  • U.S. LOCAL BUSINESS ASSOCIATION
  • ACP MANAGEMENNT COMPANY
  • DAYS INN CORPORATION
  • Most Improved Quality Assurance in the Western Region 1994
  • HOWARD JOHNSON PLAZA HOTEL
  • LAGUNA BEACH VISITORS & CONFERENCE BUREAU
  • Member of the Board of Directors
Experience
General Manager
January 2010 to January 2011HILTON GARDEN INN － Shreveport, LA
  • Manage all operations and administration of 148 hotel rooms
  • Supervise sales and marketing
  • Successful in cutting costs of operations and payroll by 19%
  • Oversee all scheduling and training of employees, F&B, control of P&L, budgeting, and accounting
  • Administered housekeeping and maintenance control programs to ensure quality of services provided
  • Successfully increased quality assurance score by double the score to 91 plus.
  • Improved customer satisfaction score by 12.8 points (Hilton GX program)
General Manager
January 2002 to January 2009LAGUNA ECO INN RESORT － Laguna Beach, CA
  • Supervised staff; sales and marketing, F&B, Housekeeping Maintenance, and Public and Employee relations
  • Managed administration, P&L, and Yield Management
  • Exhibited exceptional interpersonal and motivational skills and the ability to foster high morale and effective professional teamwork
  • Responsibilities included increasing occupancy and room revenue
  • Increased revenues in 8th year by 200%
  • Was able to effectively cut costs of operations
General Manager/Director of Operations
January 1997 to January 2002CAPRI LAGUNA INN RESORT － Laguna Beach, CA
  • Laguna Beach, CA THUNDERCLOUD RESORT, Big Bear Lake, CA 1997-2002 General Manager/Director of Operations
  • Supervised Operations & Administration of two resorts including budgeting, yield management, front and back of the house, housekeeping, and maintenance.
  • Oversaw F & B, control of P&L, public and employee relations and marketing and sales
  • Increased occupancy by 31% and increased revenue by 28%
  • Reinstated AAA rating to Three Diamonds in four months time
  • Manager of the Year in 1998
General Manager
January 1994 to January 1997COUNTRY INN & SUITES － San Antonio, TX
  • Facilitated opening new facility which included assembling a first class team to operate a new property.
  • Managed Hotel Operations, Marketing, Sales, Front and Back of the House, Housekeeping, Maintenance, Guest Services, Employee Scheduling, and Training.
General Manager
January 1988 to January 1994DAYS INN RIVER/WALK － San Antonio, TX
  • Managed both hotel operations including Marketing, Sales, Front and Back of the House, Housekeeping, Maintenance, Guest Services, Employee Scheduling, and Training.
  • In 1993 was able to get Days Inn property qualified for 450 Club membership
  • Achieved Recognition for Sunburst Award for Quality
  • Accomplished Most Improved Quality Assurance in 1994
Front Desk Manager/Reservations Manager/Sales -Director
January 1983 to January 1988HOWARD JOHNSON PLAZA HOTEL － San Antonio, TX
  • Managed Front Desk, Guest Relations, Guest complaints
  • Oversaw employee training
  • Effectively organized Schedule, Reservations, Groups, and Corporate Travel.
Education
Certification Diploma : Hotel & Restaurant ManagementStratford Careers Institute － Washington, DC, USHotel & Restaurant Management Professional Certification Diploma Stratford Careers Institute; Washington, DC
Certification : General ManagerWyndham Worldwide UniversityHospitality Management Certification General Manager Certification Wyndham Worldwide University
Certification : Technical Transportation Local and InternationalSchool of Hospitality OperationsSchool of Hospitality Operations Technical Transportation Certification, Technical Transportation Local and International Kaufmaennisches Lehrinstitut; Stuttgart, Germany Advanced Costing CTC/1
Certification : Passenger and Freight HandlingBritish Airways Training Center － London, UKCertification, Passenger and Freight Handling, Costing, Air Traffic Control Certification British Airways Training Center; London, United Kingdom
BA : Business Administration, Accounting and EconomicsInstituto Tecnológico de Estudios SuperioresInstituto Tecnológico de Estudios Superiores (BA) Bachelors Degree, Business Administration, Accounting and Economics
Certifications
ACP Professional Certification Diploma Hospitality Management Certification General Manager Certification Certification, Technical Transportation Local and International Certification, Passenger and Freight Handling, Costing, Air Traffic Control Certification
Languages
Fluent in English, Spanish, German, and Italian,
Professional Affiliations
In was able to get Days Inn property qualified for 450 Club membership
Skills
Sales, Housekeeping, Maintenance, Marketing, Operations, Training, And Marketing, Yield Management, Scheduling, Sales And, Quality Assurance, Budgeting, Award, San, Storage Area Network, And Sales, Employee Relations, Front Desk, Class, Comprehensive Large Array Data Stewardship System, Accounting, And Accounting, Payroll, Satisfaction, Customer Service, Food/beverage, Problem-solving, Receptionist, Retail Sales, Air Traffic Control
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Resume Overview

Companies Worked For:

  • HILTON GARDEN INN
  • LAGUNA ECO INN RESORT
  • CAPRI LAGUNA INN RESORT
  • COUNTRY INN & SUITES
  • DAYS INN RIVER/WALK
  • HOWARD JOHNSON PLAZA HOTEL

School Attended

  • Stratford Careers Institute
  • Wyndham Worldwide University
  • School of Hospitality Operations
  • British Airways Training Center
  • Instituto Tecnológico de Estudios Superiores

Job Titles Held:

  • General Manager
  • General Manager/Director of Operations
  • Front Desk Manager/Reservations Manager/Sales -Director

Degrees

  • Certification Diploma : Hotel & Restaurant Management
    Certification : General Manager
    Certification : Technical Transportation Local and International
    Certification : Passenger and Freight Handling
    BA : Business Administration, Accounting and Economics

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