3212 NW 188th Ter. Edmond, OK 73012 ~
(405) 361-9573 ~ George.firstname.lastname@example.org
Top performing, solutions-driven leader experienced in coordinating hotel operations, customer relations and financial performance. Decisive and results-oriented with outstanding leadership and crisis management skills able to make timely decisions that positively impact customer service and bottom line performance. Seeking to apply expertise and extensive experience in hospitality to take on a challenging new role with a growing team in the marijuana industry.
General Manager, Wyndham OKC Airport — January, 2019 – Present
Reduced average contract expenses by 33% through aggressive negotiations with vendors and establishing good work habits with all hourly associates. Established operational objectives and work plans and delegated assignments to subordinate managers. Completed 10+ performance reviews each quarter, offering praise and recommendations for improvement. Greeted, registered and assigned rooms to guests of hotels. Verified customers’ credit and established how the customer would pay for the accommodation. Computed bills, collected payments and made changes for guests. Maintained all financial statements and P&L situations.
General Manager, Aloft Denver DIA — June, 2018 – December 2018
Monitored all profit and loss statements of the hotel and prepared an annual budget for it. Coordinated with guests and monitored service trends by evaluating all GSS and online reviews. Administered various billing related issues and coordinated with accounting Manager on same. Managed and provided resolution for all media queries regarding Hotel. Ensured work as per the required Standard Operating Procedure. Communicated with all guests and provided resolution of all queries. Administered all housekeeping and guest relation activities of the hotel. Supervised meal services and ensured compliance to all sanitation regulations. Inspected guest rooms, common areas and ground and ensured efficient cleanliness. Scheduled preventative maintenance for the facility as per the quality standards. Reviewed all invoices generated for major projects and assisted to resolve all issues.
General Manager/Area Director, Aloft Downtown Bricktown Full Service with New Century Hotels — August, 2016 – February 2018
Report directly to the COO. Responsibilities include managing all financial activity for a 134-room hotel with annual sales of 7.5 million. Overseeing the daily functions and setting expectations for engineering, housekeeping, restaurant, banquets, bar, and front desk departments and successfully managing a staff of 70 including five directors, at a fast-paced downtown property, with 14,000 sq. ft. of meeting, two restaurants, and four bars. Evaluated and re-negotiated all vendor services contracts, resulting in a 20% annual savings while maintaining quality. Transitioned to an all local and fresh based food program. Improved employee retention through implementation of departmental training, employee recognition and incentive programs that resulted in less turnover YOY. Increased Room and Food & Beverage revenues by 30% over the previous year through the development of new strategies and effective management of program. Also, lead a task force team to take over new Hotels, when added to our portfolio. I train and lead other GM’s on reporting and systems, both for the company and for the different brands.
General Manager, Courtyard North OKC with New Century Hotels, May, 2015-August, 2016
Created and implemented a flowing budget to a hotel without one. Wrote and implemented SOP’s for all departments. Completed a 100% renovation including a restaurant and bar. Oversee all aspects of Property Management in accordance with company, including maximization of financial performance, guest satisfaction, and staff development within established quality standards. Responsible for the hiring, training and discipline of all hotel staff. Ranked number 14 of 947 in all Courtyards worldwide in overall GSS.
Lead General Manager, TMI Hospitality — 2012 – 2015
Fully responsible for operational management and profit and loss performance for several TMI hotels. I have met and exceeded top and bottom line budget numbers, Guest Service Score Goals, and STAR Goals. I lead six other GM’s and AGM’s in seven hotels across the state. I have directed as many as 125-line level associates across four different brands including Marriott, Hilton, Holiday Inn and Choice. My duties are, but not limited to, hiring, accounts receivable, accounts payable, forecasting, creating annual and monthly budgets, reviewing and submitting payroll, training / on- boarding, and all day to day activities at the hotel. Was listed as a TOP HOTEL from Tripadviser.com for maintaining a top 20 spot on the site for 2012 and 2013 out of 136 hotels in Oklahoma City and number 1 in Shawnee beating the full service Grand Casino Hotel.
Asst. General Manager, Residence Inn Bricktown – 2010 – 2012
Involved in all aspects of running a 151-room hotel with a 7.8-million-dollar budget. I had 5 managers and 45-line level associates that report directly to me. My duties are, but not limited to, hiring, accounts receivable, accounts payable, forecasting, creating monthly budgets, reviewing payroll, training, and all day to day activities at the hotel. Marriott Connect U fundamentals trained in 2012.
Area Operations Manager, PetSmart — 2006–2010
Transformed under-producing stores, immediately resolving long-standing problems. Maintained production and completed 100% of every goal given to me. Lead and motivated more than 50 people at each store. Assisted in hiring, production of schedule, produced Planogram setting and verification, oversee receiving/stocking, and participated in all store operations. Perform CSR/customer resolution, product ordering, training/coaching, loss prevention, cycle count, and physical inventory.
Customer Service and Communication skills. FOSSE, MARSHA, MGS, MRDW, MarRFP, OPERA, and all other Marriott systems. Hilton OnQ, Choice Advantage, Lightspeed, Galaxy, and ISAC and Starwood Systems and Opera with IHG. Microsoft Word, Outlook, Excel, and all other Windows and IOS based programs.
Marriott/Starwood GM Certified in Aloft, Courtyard, Residence Inn
Hilton GM Certified in Hampton and Hilton Garden Inn
IHG GM Certified in Holiday Inn Express
Christian Harris General Manager – Embassy Suites Bricktown (405) 431-6666
Bryan Hardman Operations Manager – Aloft OKC Bricktown (580) 284-8355
Mark Dunnweber Chief Operations Officer – New Century Hotels (405) 204-2760