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General Manager (GM) Resume Example

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GENERAL MANAGER (GM)
Professional Summary

Accomplished and creative Executive Manager possessing multifaceted experience and proven ability to re-energize and restructure organizations, develop strategic initiatives and capture emerging business opportunities. Results-oriented, decisive leader adept at forging lucrative relationships with key partners, vendors and clients. Recognized for turning around struggling company operations to achieve sustained growth.

Work History
Company Name - General Manager (GM)City, State03/2016 - Current
  • Maximized efficiency by coaching and mentoring mid-level managers and supervisors to prepare them for career growth.
  • Past every quality inspection for both hotels for past 4 years.
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
  • Received superior customer service satisfaction scores for 12 consecutive quarters.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
  • Designed modern employee recognition program which boosted productivity and improved morale.
Company Name - Front Office Manager/Assistant General ManagerCity, State12/2014 - 03/2016
  • Established and developed highly efficient and dependable front office team by delivering ongoing coaching and motivation and fostering career advancement.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Maintained accurate, current and compliant financial records by monitoring and addressing variances.
  • Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Interpreted management directives to define and document administrative staff processes.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
  • Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Monitored front areas so that any questions could be responded to quickly and effectively.
Company Name - Operations ManagerCity, State11/2012 - 12/2014
  • Front Office Operations training by I.H.G.
  • (Atlanta, Ga) • Acted as the GM for 2 months and passed the Quality inspection without a housekeeper manager.
  • Payroll.
  • Weekly billing.
  • Evaluated upcoming occupency to forecast expected resource needs.
  • Educate, train and motivate hotel staff to achieve hotel revenue goals.
  • Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel.
  • Manage day-to-day operational activities, plan and assign work and establish performance and development goals for team members.
  • Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize good performance.
  • Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
  • Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups and other key guests.
  • Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction.
  • Communicate and enforce policies and procedures.
  • Assist the General Manager in the development and communication of departmental strategies and goals.
  • Monitor, observe and assist in evaluating team member performance.
  • Review guest feedback and implement strategies for continuous improvement.
Company Name - Front office supervisorCity, State06/2008 - 09/2011
  • Provided exemplary customer service • Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability • Respond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner • Monitor lobby traffic and adjust staffing accordingly • handling the royal family booking • Taking reservations, on phone, through email and using internet-based booking program • Helping find support or headlining artists for tours • Booking regional and national tours • Signing performance contracts • Booking local dates • Getting all performances approved by management before confirming • Helping find new artists to sign • Negotiating financial compensation for all performances • Helping with promotions and marketing of tours or local shows.
Willing to relocate to:
Additional Information
  • Need to relocate to Boston area for family reasons
Skills
  • Office and staff streamlining
  • Marketing
  • Policy and procedure adherence
  • Strategic planning and analysis
  • Brand Management
  • Guest experiences
  • MS Office
  • Budgets
  • Team Bonding
  • Relationship development
  • Problem resolution
  • Customer service
  • Operational improvement
  • First Aid/CPR
  • Vendor interaction
Education
06/2008University of Toulouse II - Le MirailCityBachelor of Administrative Studies: Hospitality Administration And Management
2004Bir kacem Assabil High SchoolDiploma
Certifications
  • Bilingual Arabic, English & french
  • Opera PMS System Master.
  • IHG Concerto (since it was introduced by IHG)
  • 1 Month training at the Protocol School of London.
  • CERTIFIED INTERNATIONAL ETIQUETTE AND PROTOCOL CONSULTANT.
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Resume Overview

School Attended

  • University of Toulouse II - Le Mirail
  • Bir kacem Assabil High School

Job Titles Held:

  • General Manager (GM)
  • Front Office Manager/Assistant General Manager
  • Operations Manager
  • Front office supervisor

Degrees

  • Bachelor of Administrative Studies : Hospitality Administration And Management
    Diploma

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