Nancy Tjonaloi

Dedicated hospitality management professional with a proven track record in hotel operations, sales and marketing, and payroll management. Skilled in driving revenue growth, enhancing guest experiences, and maintaining strong staff engagement while ensuring smooth day-to-day operations.

Assistant General Manager at Travelodge by Wyndham (2022-08 – Present)

• Collaborate with the sales and marketing team to develop promotions, local partnerships, and revenue-generating initiatives.
• Monitor occupancy, ADR, and RevPAR to identify trends and opportunities for growth.
• Assist in managing online presence, guest reviews, and digital marketing efforts to strengthen the property's reputation and visibility.
• Participate in local networking events and business development efforts to increase corporate and group bookings.
• Assist in preparing and managing the hotel budget, forecasts, and monthly financial reports.
• Oversee payroll processing, ensuring accuracy, confidentiality, and compliance with employment standards.
• Monitor labor costs and departmental expenses to achieve financial targets.
• Support accounting and HR teams with documentation, scheduling, and timekeeping processes.
• Supervise, train, and motivate department heads and staff to deliver exceptional service.
• Lead by example to foster a positive and professional workplace culture focused on teamwork and accountability.
• Conduct performance evaluations, coaching, and disciplinary actions as needed.
• Assist in recruiting, onboarding, and developing team members to meet operational goals.

Assistant Hotel Manager at Monte Carlo Inn Markham Suites (2014-09 – 2022-07)

• Supervise, recruit and schedule staff according to demand and budget
• Drive rate and occupancy through proactive yield management strategy.
• Maintain statistics and financial records.
• Setting and achieving sales and profit targets.
• Manage the Housekeeping Department including room inspections, supervision and training.
• Ensuring compliance with licensing laws, health and safety and other statutory regulations.
• Enforce applications of credit policies, controls and handling or financial transactions.
• Front desk, maintenance and breakfast responsibilities.
• Process payroll-Deluxe Pay

Rooms Division Manager at Holiday Inn Express and Suites (2010-08 – 2014-09)

• Oversee front office, housekeeping, and guest services to ensure smooth daily operations.
• Maintain high standards of cleanliness, service, and guest satisfaction.
• Train, coach, and supervise department managers and staff.
• Manage room inventory, budgets, payroll, and departmental performance.
• Collaborate with sales and maintenance teams to optimize occupancy and revenue.
• Ensure compliance with company policies, safety, and brand standards
• Maximize occupancy, and elevate guest satisfaction through strong leadership and strategic collaboration.
• Skilled in sales and marketing initiatives to drive revenue growth.
• Payroll administration, and budget control to ensure profitability.
• Recognized for developing high-performing teams, streamlining processes, and maintaining brand standards across all departments.
• Dedicated to delivering exceptional guest experiences while optimizing both service quality and financial optimization

General Manager I Comfort(TM), Comfort Suites at Choice Hotels Canada (2006 – 2010)

• Oversaw daily hotel operations including front office, housekeeping, maintenance, and breakfast services to ensure exceptional guest satisfaction and brand compliance.
• Led and motivated a team of [number] employees, fostering a culture of teamwork, accountability, and continuous improvement.
• Achieved or exceeded guest satisfaction scores and Choice Hotels QA audits, maintaining brand standards across all departments.
• Managed hotel financial performance, including budgeting, forecasting, payroll, and cost control to maximize profitability and GOP.
• Implemented effective sales and marketing strategies to increase occupancy, ADR, and RevPAR through local partnerships and online distribution channels.
• Oversaw revenue management and rate strategies using PMS and CRS systems to drive performance and market competitiveness.
• Ensured compliance with health, safety, and licensing regulations as well as Choice Hotels operational standards.
• Recruited, trained, and developed staff to maintain high service standards and reduce turnover.
• Reviewed and analyzed P&L statements, labor costs, and expense reports to identify improvement opportunities.
• Built strong community and corporate relationships to enhance the hotel's reputation and drive business growth.
• General Manager Certified.
• Increased revenues by 75%.
• Secured the 2010 Vancouver Olympics construction contract.
• Secured the Odium Brown World Tennis contract for four years@ $100K annually.

Reservation / Revenue Manager I Wedgewood Hotel and Spa at The Wedgewood Botique & Spa Hotel (2005 – 2006)

A member of the prestigious Relais & Chateaux, and one of Canada's leading luxury hotels.

• Utilities yield management strategies in all GOS and third-party websites to establish maximum ADR and Occupancy.
• Responsible for hotel pricing and market mix strategies.
• Supervise Front Desk staff, and assist with guest arrivals, assigning rooms, departures.
• Forecasting daily and weekly tracking of reservations and manage competitive shops.
• Open and close inventory accordingly while monitoring group blocks to determine rooms available rooms for Travel Agents, Wholesalers, LNR, KNR and transient customers

Flight Attendant I Air Canada I Toronto at Air Canada (1999 – 2005)

• Ensured the safety and comfort of passengers on domestic and international flights in compliance with Transport Canada and Air Canada standards.
• Conducted pre-flight safety checks, equipment inspections, and emergency briefings to maintain aircraft readiness.
• Delivered exceptional customer service, assisting passengers with seating, special needs, and onboard requests.
• Communicated clearly and professionally during safety demonstrations and in-flight announcements.
• Responded calmly and effectively to medical or in-flight emergencies, ensuring passenger safety and well-being.
• Collaborated with the flight crew to ensure smooth operations and timely departures.
• Promoted and managed onboard sales and duty-free items, contributing to revenue targets.
• Maintained a positive and professional image as a brand ambassador for Air Canada.
• Resolved passenger concerns and conflicts with diplomacy, empathy, and efficiency.
• Adapted to varied flight schedules, long hours, and diverse passenger needs while maintaining service excellence.

Secondary School