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hotel general manager resume example with 13+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
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Summary

Ambitious and results-driven leader with extensive people managing skills. Well versed in business and human relations including human resources, streamlined operations, and team building. Extensive accounting, budgeting, marketing, and revenue experience. Ability to identify creative solutions and greatly improve overall work place performance. Diplomatic and tactful with professionals and non-professionals at all levels. Poised and competent with demonstrated ability to easily transcend cultural differences.

Skills
  • Positive employee relations
  • Market saturation
  • Data analysis
  • Finance management
  • Trend forecasting
  • Conflict management
  • Human Resources
  • Safety training management
  • Regulatory compliance
  • A/P and A/R Payroll and benefits
  • Profit and loss accountability
  • Scheduling and calendar management
  • Training and coaching
  • Project management
  • Effective planning
  • Customer relations
  • Performance improvements
  • Goal setting
  • Team building and motivation
  • Employee retention
  • Business operations
Experience
Hotel General Manager, 04/2021 - Current
Oakwood Worldwide Mountain View, CA,
  • Immediate impact made on overall hotel revenue, maximized occupancy and has already surpassed every monthly revenue goal thus far.
  • Recovered 5 top accounts in the first month on property. Contract writing and market evaluation. Successfully re-opened meeting spaces, breakfast buffet, evening guest reception, and fitness center all passing the Department of Health inspections.
  • Hired 12 employees during an extremely volatile job market and have experienced minimal turnover.
  • Since April, our Average Daily Rate and our Occupancy have climbed from last in our competitive set to number 1 in all categories for the last 3 months.
  • Oversee all aspects of hotel operations, guest services, human resources, accounting, revenue management, and employee relations.
General Manager, 04/2018 - 03/2021
Vitas Healthcare Newark, CA,
  • Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets. Reduced overspending in 2018 and 2019 by close to $250,000.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability. Raised guest service scores by 10% in 2019, highest in the hotel's history.
  • Encouraged, trained and disciplined employees to maximize performance. Rebuilt and simplified all position's training manuals.
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention for each department. All departments receive monthly and quarterly action plans.
  • 2018 and 2019 had the highest Quality Assurance scores in the hotel's history, 93.08% and 95.6%.
  • Developed 4 internal candidates for general management promotion opportunities.
  • Uncovered and maximized new sales accounts for saturation, one new account uncovered in April of 2019 brought in $343,599 in August alone.
General Manager, 03/2013 - 02/2018
Vitas Healthcare North Miami Beach, FL,
  • Designed sales and service strategies to improve revenue and retention. Redesigned all training manuals to eliminate grey areas.
  • Established, enforced and updated policies keeping business agile and responsive to changing market conditions.
  • Directed successful turnaround, eliminating over $100,000 in debt within 6 months in 2013.
  • Motivated and led team members to work together to achieve targets. Improved Overall Service, Cleanliness, and Likeliness to Return scores by nearly 20% in 2014 and continued to improve each year after.
  • Implemented effective customer service procedures and incentive programs to acknowledge and promote positive guest feedback.
  • Evaluated profit and loss reports to monitor performance to devise solutions for improvement and cost reduction.
  • Built and maintained loyal, long-term customer relationships through effective account management and constant communication. Won large account back in 2015 after losing it in 2012. This account now generates over 1 million a year.
Front Office Manager, 08/2007 - 01/2013
Grand Beach Hotel Bay Harbor Islands, FL,
  • Managed customer complaints and rectified issues to complete satisfaction. Guest Service scores improved 5% or more each year I managed the front desk team.
  • Utilized active listening skills to quickly resolve problems and escalated larger issues to the Assistant General Manager.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to the Controller on a daily, weekly, and monthly basis.
  • Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance.
  • Conducted monthly, quarterly, and annual performance evaluations of each front desk staff member to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
  • Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all front desk staff members.
  • Backed up all front desk members and subbed in if there was an absence or someone was away from the office.
Education and Training
Bachelor of Arts: Sports Management, Expected in 06/2007
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Washington State University - Pullman, WA
GPA:
Status -

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Resume Overview

School Attended

  • Washington State University

Job Titles Held:

  • Hotel General Manager
  • General Manager
  • General Manager
  • Front Office Manager

Degrees

  • Bachelor of Arts

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