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Home2 Suites by Hilton Charlotte Airport - General Manager Resume Example

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Ggeirh Alcus
XXXX XXXXXXXXX XXXX, Stanley, NC 28164 XXXX XXXXXXXXX XXXX, 28164, Stanley NC | XXXXXXXXXX | XXXXXXXXXXXXXXXXXXXXXX
Professional Summary

Accomplished and energetic General Manager with a solid history of achievement in hospitality.  Resourceful General Manager driven to cut company costs and boost company revenue through innovative techniques.  Organized and diligent, with excellent written, oral and interpersonal communication skills.  Successful in building and motivating dynamic teams.

Highlights
  • Cost Control
  • Process Optimization
  • Strategic Planning
  • Inventory Management
  • Staff Development
  • Quality Assurance
  • Goal Attainment
  • Policy Improvements
  • Team Leadership
  • Performance Reviews
Experience
General Manager 10/2017 to 07/2018
Home2 Suites by Hilton Charlotte Airport Charlotte, NC
  • Responsibilities include managing all financial activity for a 107-room hotel with annual sales of 2.5 million. Overseeing the daily function and setting expectations for engineering, housekeeping, food service and front desk departments and managing 30 employees.
  • Promoted to the general manager position within only eight months of my employment
  • Exceeded budget first quarter of 2018 by $36,000 by monitoring costs/rates and keeping wages under 30% of daily revenue
  • Exceeded budget second quarter of 2018 by monitoring costs/rates and keeping daily wages under 30% of daily revenue
  • Maintained a quality product supported by satisfactory scoring on two Hilton Quality Assurance Audits (December 2017 & July 2018)
  • Increased food sanitation score from 92.5% to 100%
  • Decreased 100% employee turnover down to 12% in three quarters
  • Won October 2017 & November 2017 ESPAR year-over-year growth for our hotel over all the Homewood Suites and Home2 brands for Hilton airport properties
  • Received certificate for Booking.com top hotel ratings 9.4+
  • Proficient in Paycom, M3, Dollars On The Net, Hotel Effectiveness, ALOHA, OnQ, all Microsoft systems
  • Extensive knowledge of P&L
  • Developed, implemented and sustained aggressive solicitation program focusing on increasing business.
  • Secured new business and expanded the client base by planning and executing dynamic marketing and advertising campaigns with trade papers, local newspapers, and the Chamber of Commerce.
  • Maximized revenues by increasing the average daily rate (ADR) through Internet based third-party wholesalers.
  • Develop the annual budget and makes recommendations for capital improvements to enhance the assets of the company and brand loyalty.
  • Maintain a proactive human resources function to ensure employee motivation, training and development, wage/benefit administration and compliance with policies and procedures and labor regulations.
  • Develop and maintain rapport with key community contacts to ensure a visible presence in the local community.
  • Maximize room revenues by anticipating and planning for market shifts; develops and monitors strategic marketing prospects; develops, implements and monitors annual business and marketing plans and participates in appropriate national marketing efforts.
Assistant General Manager 02/2017 to 10/2017
Holiday Inn Raleigh (Crabtree Valley Mall) Raleigh, NC
  • Directed operations and business functions for the property with 174 rooms and 4,100 square feet of meeting space and a full service restaurant with $1.8 million in annual room revenues and 500,000 in Food & Beverage and 75 employees. Manager on Duty 3-5 nights a week, dealing with escalated guest issues Increased Room and Food & Beverage revenues by 30% over the previous year through the development of new strategies and effective management of programs.
  • Secured new business and expanded the client base by planning and executing dynamic marketing and advertising campaigns with trade papers, local newspapers, and the Chamber of Commerce.
  • Maximized revenues by increasing the average daily rate (ADR) through Internet based third-party wholesalers.
  • Developed, implemented and sustained aggressive solicitation program focusing on increasing business.
  • Responsible for providing exceptional service to every guest while simultaneously maximizing hotel profitability
  • Proficient in Paycom, M3, Dollars On The Net, Hotel Effectiveness, ALOHA, OnQ, all Microsoft systems
  • Directing and coordinating the activities of the restaurant, banquets, housekeeping, reservations, guest service, security, and maintenance
  • Maximizing ADR and Occupancy Coordinating communications between Sales and Operating departments
  • Hiring, motivating, coaching, and training department supervisors
  • Understanding financial statements and budget, including staffing guidelines
  • Controlling department head schedules, expenses, and implementing cost-saving strategies
  • Guiding, developing, and/or implementing policies, procedures, and systems to improve business operations and revenue in restaurant
  • Managing all aspects of safety program, including training, reporting, and incentives Maintaining a cooperative and positive work environment.
Task Force General Manager/Director of Rooms 12/2016 to 02/2017
Courtyard by Marriott Durham Near Duke University/Downtown Durham, NC
  • Directed operations and business functions for the property with 146 rooms, 1,250 square feet of meeting space with 40 employees. Manager on Duty 3-5 nights a week, dealing with escalated guest issues Increased Room and Food & Beverage revenues by 15% over the previous year through the development of new strategies and effective management of programs. Acted in the position of General Manager on an interim basis to provide interim coverage for the General Manager's position.
  • Oversees, directs and manages property operations of property to assure optimum performance and continual improvement in key performance indicators.
  • Maintain consistent and effective flow of communication between shifts among fellow managers and Service Professionals
  • Actively participate in training and continuing education of all Rooms Division Service Professionals
  • Responsible for actively recruiting and hiring for all Front office and Housekeeping positions
  • Approach all encounters with guests, employees and members in a professional and personalized manner
  • Maintain regular attendance in compliance with Island Hospitality Standards, as required by scheduling, which will vary according to the needs of the Hotel Coordinate E-Checkin, arrival, departure, and special needs of Rewards guests Identify and solicit potential new Rewards members
  • Understand and communicate promotions and enhancements effectively with Service Professionals and guests
  • Offer to handle special arrangements during guest stay; coordinate future visits
  • Maintain database of guest preferences, habits, special dates through FOSSE System Assist with additional Front Desk tasks
  • Oversee Housekeeping Supervisors to ensure room standards before turning room ready for guest usage
  • Oversee inventory and ordering supplies and linens for both housekeeping and front office
Front Office Manager 12/2015 to 12/2016
Homewood Suites by Hilton Raleigh/Cary Cary, NC
  • Assisted in directing operations and with business functions for the property with 150 rooms, 2,361 square feet of meeting space, $1.8 million in annual room revenues and 250,000 in Food & Beverage and 50 employees. Manager on Duty 3-5 nights a week, dealing with escalated guest issues
  • Responsible for overseeing Front Desk and Security operation which consisted of training, coaching/counseling, and empowering my staff
  • Performed associate reviews and enforced progressive discipline, including Coach and Counseling sessions
  • Scheduled staff to ensure proper levels of customer service, while also meeting payroll demands
  • Responded to Guest Assistance files and SALT/Medallia responses that required careful verbiage and critical thinking, while using advanced conflict resolution skills in escalated circumstances
  • Promoted increasing the revenue stream by using programs such as NOR1 and other methods
  • Participated in employee recognition programs and ensured our property and employees met all Hilton brand standards, Allegiance Hospitality service standards and maintained an above average SALT score
  • Direct and control the activities of the Front Office, Telephone, Guest Services, Guest Relations to create a special welcoming and memorable experience for our guests.
  • Oversee a team of Department Heads, Assistant Managers and Front Office staff, ensuring accurate communication and follow-up on any problems, guest requests, and special requirements.
  • Reviews daily arrivals, VIPs, special request, group needs, room assignments and coordinates with Housekeeping Department the needs of guests.
  • Responsible for management of expenses to maximize hotel profitability.
  • Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
  • Conduct routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations.
  • Proficient in ADP, All Microsoft systems, Execuvue, OnQ.
Accounting/Human Resources Coordinator 02/2014 to 12/2015
Courtyard by Marriott Carolina Beach Oceanfront Carolina Beach, NC
    • Oversaw all facets of business accounting on a large scale while managing payroll and HR functions for 105 personnel. Experienced leader recognized for building strong staff training and development initiatives while leveraging superior controller methodologies for a 133 room hotel with 3,200 sq ft meeting space with over $3 million in room/food & beverage revenue.
    • Completed performance evaluations and determined monthly/annual bonuses.
    • Managed associate relations, grievances and low compliance issues.
    • Managed all aspects of accounting including invoicing, cash management, accounts payable, fixed assets, payroll and inventory control.
    • Achieved Internal Audit Score of 97.6.
    • Reformed training guides for all departments and helped in the implementation of it with the trainers.
    • Conducted Refreshing Service training and in numerous other training sessions for all employees.
    • Check figures, postings, and documents for accuracy.
    • Organize, secure, and maintain all files, records, cash and cash equivalents in accordance with policies and procedures.
    • Record, store, access, and/or analyze computerized financial information.
    • Classify, code, and summarize numerical and financial data to compile and keep financial records, using journals, ledgers, and/or computers.
    • Prepare, maintain, audit, and distribute statistical, financial, accounting, auditing, or payroll reports and tables.
    • Complete period-end closing procedures and reports as specified.
    • Prepare, review, reconcile, and issue bills, invoices, and account statements according to company procedures.
    • Follow-up and resolve past due accounts and vendor invoices until payment in full is received or resolved.
    • Coordinate tasks and work with other departments; serve as a departmental role model or mentor; assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
    • Proficient in numerous computer systems including ADP, MICROS, FOSSE, all Microsoft systems and more.
    Sales Coordinator 02/2013 to 02/2014
    Courtyard by Marriott Carolina Beach Oceanfront Carolina Beach, NC
    • Adept in maximizing company profile and revenue through the management of projects, new group business and existing business. Collaborating with managers, department heads and accounting, develops sales campaigns and strategies that boost profiles.  Researched sales targets and nourished corporate relationships to optimize business opportunities for a 133 room hotel with 3200 sq ft of meeting space.
    • Worked with Director of Sales in blitzing and helped surpass 2015 annual sales goals by 28%
    • Exceeded sales budgeted goal by 35% in 2015
    • Executed proposals, reports, and contracts for meeting and catering services - accomplishing the administrative functions in a fast-paced team environment
    • Collected, analyzed, and evaluated financials to maintain budgets and deadlines.
    • Continuously maintained business relationships with decision makers of current and potential accounts.
    • Organized and restructured the entire filing system of clients past present and future.
    • Performed general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing, copying).
    • Prepared sales-related documents throughout the sales process (e.g., proposals, contracts, or banquet event orders).
    • Promoted awareness of brand image internally and externally.
    • Gather materials and assemble information packages (e.g., brochures, promotional materials).
    • Used sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott.
    • Entered, retrieved, reconciled, and verified information (e.g., commissions, leads, third parties) in software involved in the sales process.
    • Answered guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).
    • Served as the point of contact for clients and communicate with them by phone and email to respond to questions and requests.
    Senior Account Manager/Dual-Licensed Insurance Agent 02/2007 to 06/2010
    ProVest Insurance Group Cary, NC
    • Responsible for account / sales development and maintain an existing book of business which includes personal lines and commercial lines of insurance while providing quality customer service and building customer relationshipsr,  conducting front-line underwriting and sales acquisitions of new clients while cross-selling the existing customer base.
    • Was an intricate part of our expansion into three states.
    • Licensed in Texas and North Carolina.
    • The contact person for all customer service/accounts issues for our three agencies in North Carolina.
    • Was top selling agent for 2008 then promoted to Senior Account Manager.
    • Captured, assisted and designed and managed the service platform.
    • Handled all aspects of Liability insurance with occasional outside service visits to clients.
    • Maintained a high degree of accuracy in agency management and document management systems.
    • Identified exposure to loss and recommended appropriate coverages in coordination with Sales Executives.
    • Provided direction to clients in submitting first reports of claims, facilitated prompt response from carrier.
    Education
    Bachelor of Science: Criminal Justice Aug 2013 University of Mount Olive - Mt. Olive , NC

    Criminal Justice & Criminology

    Associate of Science: May 2005 Central Piedmont Community College - Charlotte , NC

    Travel & Tourism

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    Resume Details

    This is a real resume for a General Manager in Stanley, North Carolina with experience working for such companies as Home2 Suites By Hilton Charlotte Airport, Holiday Inn Raleigh Crabtree Valley Mall, Courtyard By Marriott Durham Near Duke Universitydowntown. This is one of the hundreds of General Manager resumes available on our site for free. Use these resumes as templates to get help creating the best General Manager resume.

    Previous Companies:

    • Home2 Suites by Hilton Charlotte Airport
    • Holiday Inn Raleigh Crabtree Valley Mall
    • Courtyard by Marriott Durham Near Duke UniversityDowntown

    Previous Job Positions:

    • General Manager
    • Assistant General Manager
    • Front Office Manager
    • Accounting
    • Human Resources Coordinator

    Schools:

    • University of Mount Olive
    • Central Piedmont Community College

    Level of Education:

    • Bachelor of Science
    • Associate of Science

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