Chance Gugisberg

Experienced hospitality professional and General Manager with eight years of progressive leadership experience in hotel operations and the hospitality industry. Known for building strong teams, fostering exceptional guest experiences, and driving operational excellence through a hands-on, people-focused management approach. Skilled in financial oversight, administrative management, revenue optimization, event coordination, and cultivating exceptional guest experiences through professional, solution-oriented leadership that drives high guest satisfaction and operational excellence.

Recognized for creating positive workplace cultures, developing team members, and balancing exceptional service with strong business performance. Passionate about hospitality, collaborative leadership, and delivering results that support both organizational goals and guest satisfaction.

General Manager - Holiday Inn Express & Suites - Missoula, MT

(2025-12 - 2026-07)

• Directed operational strategies to enhance efficiency and streamline processes across multiple departments.
• Implemented performance metrics to evaluate team productivity and drive continuous improvement initiatives.
• Collaborated with cross-functional teams to develop and execute strategic plans aligned with organizational goals.
• Mentored and developed management staff, fostering a culture of accountability and high performance.
• Analyzed market trends to inform business decisions and identify new growth opportunities for the organization.
• Established key partnerships with stakeholders to enhance service delivery and customer satisfaction.
• Led budget management efforts, ensuring resource allocation aligned with strategic priorities and operational needs.
• Oversaw recruitment and training programs, building a strong talent pipeline for future leadership roles within the company.

Front Office Manager and Operations Manager - The Staybridge Suites - Missoula, MT

(2021-06 - 2025-12)

• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Oversaw daily hotel operations, ensuring exceptional guest experiences and adherence to brand standards.
• Led staff training initiatives, fostering a culture of service excellence and operational efficiency.
• Analyzed guest feedback and market trends, driving continuous improvement in service delivery and guest satisfaction.
• Maintained professional demeanor by staying calm when addressing unhappy or angry guests.
• Used industry expertise, customer service skills and analytical nature to resolve guest concerns and promote loyalty.
• Maintained positive guest relations by addressing problems head-on and implementing successful corrective actions.
• Defined clear targets and objectives, communicating expectations to team members.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Monitored shift changes to uphold successful operations strategies and maximize business success.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Identified and communicated guest needs to individual departments to maximize guest satisfaction.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Lead Night Auditor - The Courtyard Marriott - Missoula, MT

(2020-08 - 2021-06)

• Oversaw night auditing of daily room occupancy and hotel revenue.
• Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
• Generated and printed daily financial reports to track hotel performance.
• Looked over pending check-ins and payment processes to complete closing procedures.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
• Entered customer data into room system and updated information whenever guests changed rooms.
• Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
• Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
• Entered and updated sensitive customer information during check-ins and room changes.
• Kept accounts in balance and ran daily reports to verify totals.
• Developed and maintained positive relationships with guests for satisfaction.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Enforced policies and procedures to increase efficiency.
• Supervised night audit operations, ensuring accurate financial reporting and guest satisfaction.
• Supervised front desk operations to ensure seamless guest check-in and check-out processes.
• Supervised front office operations, ensuring seamless guest experiences and efficient service delivery.

Lead Night Auditor - The Courtyard by Marriott - Bloomington, IN

(2019-05 - 2020-08)

• Oversaw night auditing of daily room occupancy and hotel revenue.
• Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
• Generated and printed daily financial reports to track hotel performance.
• Looked over pending check-ins and payment processes to complete closing procedures.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
• Entered customer data into room system and updated information whenever guests changed rooms.
• Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
• Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
• Entered and updated sensitive customer information during check-ins and room changes.
• Kept accounts in balance and ran daily reports to verify totals.
• Developed and maintained positive relationships with guests for satisfaction.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Enforced policies and procedures to increase efficiency.

High school or equivalent - Big Sky High School (2018-01)