General Manager - Holiday Inn Express and Suites - Houston, TX
(2024-09)
Spearheaded daily hotel operations, consistently exceeding guest expectations and driving positive business outcomes.
- Directly supervise and mentor department heads across front desk, housekeeping, and maintenance, fostering a collaborative and goal-oriented environment.
- Implemented and refined strategies to elevate guest satisfaction scores, resulting in improved online reviews and increased repeat business.
- Developed and executed dynamic revenue management strategies to maximize occupancy, ADR, and RevPAR.
- Meticulously manage hotel budgets, implement stringent cost controls, and optimize resource allocation to achieve financial targets.
- Maintain a safe and secure environment for all guests and employees, ensuring strict adherence to hotel policies and procedures.
- Collaborate closely with the sales team to develop and implement effective marketing strategies, driving business growth and enhancing brand recognition.
- Conduct regular and thorough quality assurance audits to uphold the highest standards of cleanliness, maintenance, and customer service.
General Manager (Task Force) - Wenzell Fisher Hospitality - Great Falls, MT
(2022-12 - 2024-09)
Traveled across states to provide leadership and support across various managerial departments within the hotel industry.
- Conducted comprehensive training for all departments at assigned properties, including onboarding and development for new General Managers.
- Oversaw all aspects of daily operations, including scheduling, guest relations, and problem resolution.
- Consistently maintained a monthly guest satisfaction score of 90% or higher, proactively addressing guest needs and concerns.
- Worked closely with front desk and housekeeping teams to ensure a seamless guest experience and minimize complaints.
- Managed all billing inquiries, problem-solving, and dispute resolution, ensuring efficient and satisfactory outcomes.
- Actively engaged in guest relations, fostering a welcoming and positive environment.
- Drove sales efforts by soliciting corporate accounts, negotiating contracts, and establishing direct billing agreements with the Holiday Inn brand.
Dual Operations Manager - Holiday Inn / Candlewood Suites - Frisco, TX
(2021-04 - 2022-12)
Directed operations across two properties, overseeing Front Office, Engineering, Maintenance, and housekeeping departments.
- Managed cross-functional teams, optimizing performance and enhancing guest satisfaction.
- Implemented process improvements to elevate service standards and drive departmental profitability.
- Fostered employee engagement and accountability through hands-on leadership and strategic communication.
General Manager - Holiday Inn Express Suites - Houston, TX
(2020-02 - 2021-04)
Spearheaded daily hotel operations, consistently exceeding guest expectations and driving positive business outcomes.
- Directly supervise and mentor department heads across front desk, housekeeping, and maintenance, fostering a collaborative and goal-oriented environment.
- Implemented and refined strategies to elevate guest satisfaction scores, resulting in improved online reviews and increased repeat business.
- Developed and executed dynamic revenue management strategies to maximize occupancy, ADR, and RevPAR.
- Meticulously manage hotel budgets, implement stringent cost controls, and optimize resource allocation to achieve financial targets.
- Maintain a safe and secure environment for all guests and employees, ensuring strict adherence to hotel policies and procedures.
- Collaborate closely with the sales team to develop and implement effective marketing strategies, driving business growth and enhancing brand recognition.
- Conduct regular and thorough quality assurance audits to uphold the highest standards of cleanliness, maintenance, and customer service.
Assistant General Manager (AGM) - Crowne Plaza - Houston, TX
(2019-03 - 2020-01)
Oversaw daily hotel operations, ensuring seamless interdepartmental coordination and efficient workflow.
- Collaborated with the General Manager in strategic planning and the execution of key business initiatives.
- Managed staff performance, provided ongoing training and development, and fostered a culture of high service standards.
- Monitored financial performance, assisted in budget preparation, and implemented effective cost control measures.
- Ensured strict compliance with brand standards and all local regulations.
- Proactively addressed guest concerns and resolved issues effectively, consistently enhancing customer satisfaction.
- Supported the implementation of marketing and sales strategies to maximize occupancy and revenue.
Operations Manager - Holiday Inn Express and Suites - Houston, TX
(2017-02 - 2019-03)
Managed a team of 12 employees, including a Housekeeping Supervisor, 8 housekeepers, 2 laundry personnel, and 1 houseman.
- Ensured the smooth and efficient execution of all housekeeping responsibilities and tasks.
- Assigned daily tasks to team members, ensuring clear expectations and timely completion in a safe manner.
Operations Manager - Holiday Inn Express and Suites - West Columbia, SC
(2015-06 - 2017-09)
Oversaw daily hotel operations, ensuring seamless coordination between all departments.
- Managed front desk, housekeeping, and maintenance teams to maintain consistently high service standards.
- Monitored financial performance, assisted with budgeting, and implemented cost-saving measures.
- Ensured full compliance with IHG brand standards and all applicable local regulations.
- Handled guest relations, effectively resolving issues to maximize guest satisfaction.
- Implemented strategies to improve occupancy rates and overall revenue.
- Conducted staff training and performance evaluations to enhance team skills and productivity.
Housekeeping Manager/Front Desk Agent - Marriott Residence - Columbia, SC
(2014-09 - 2015-12)
Managed a team of 15 employees within the housekeeping and laundry departments, including scheduling and performance management.
- Conducted daily room inspections to ensure quality and adherence to standards.
- Managed inventory and ordered all necessary housekeeping and laundry supplies.
- Provided front desk coverage as needed, efficiently handling guest check-ins, check-outs, and inquiries.
Housekeeper/Housekeeping Manager - LaQuinta Inn and Suites - New Iberia, LA
(2010-12 - 2014-07)
Performed all aspects of guest room cleaning and general housekeeping duties.
- Assisted in the laundry department with folding and organizing linens.
- Promoted to Housekeeping Manager, responsible for creating employee schedules, conducting room inspections, and managing a team of 11 employees.
Housekeeper/Housekeeping Supervisor - Best Western Inn and Suites - New Iberia, LA
(2008-03 - 2010-12)
Initially hired as a Housekeeper, quickly progressing to Housekeeping Supervisor.
- As Room Inspector, ensured all housekeeping tasks met Best Western standards, providing feedback and demonstrating proper techniques to the housekeeping team.
- Filled in as a Housekeeper when needed to maintain operational efficiency.
- Submitted maintenance requests and followed up to ensure timely completion.
- Assisted the laundry department with folding and organizing linens.
Housekeeper - Holiday Inn Express - New Iberia, LA
(2004-05 - 2008-08)
Efficiently cleaned 8-15 guest rooms per day, adhering to hotel standards.
- Provided support to the laundry department by folding towels and sheets.
