D’Vina J. Brown
Fremont,CA
Summary
Customer-oriented General Manager with 8 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
7
7
years of professional experience
1
1
Certification
Work History
General Manager
Tharaldson Hospitality Management Company
01.2022 - Current
- Conduct daily/weekly property inspections with Maintenance and Housekeeping supervisor
- Adhere to fire safety regulations
- Ensure hotel is consistently up to date on Brand Standards
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Conduct Quarterly self QA
- Scored 100% on Quality Evaluation with IHG in 2024
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- ADP Payroll
- Rollover/inspect daily revenue in M3 Accounting Core/M3 Insight
- Manage B4checkin and Sertifi for credit card authorizations
- Upload and adjust daily revenue in Concerto/N2 Pricing
- MDO – MyDigitalOffice/MyPerspective
- Ensure the hotel has high Heartbeat scores of 90+ and create action plans to boost Medallia and TripAdvisor scores
- Review STAR reports weekly/Monthly and complete critiques as needed
- Ensure labor is under and perform labor critiques as needed
- Track housekeeping productivity
- Ensure hotel is BSA ready and meets standards on a daily basis
- Conduct daily PM/deep clean room inspections with team
- Keep BSA logs and binders up to date
- Bank deposits and cashier audits
- Housekeeping/Room Inspections
- Review P&Ls weekly and do critiques as needed
- AP Accounting - invoices completed bi-weekly with prelim reviews
- Investigate and submit chargebacks
- Labor budgeting and critiques
- Loyalty Champion
- Maintain 0-2 meal break penalties monthly
- Brand Specialist for IHG for Tharaldson
- Create IHG Brand update presentations and present them quarterly to company wide IHG hotels
- GM onboarding trainer - Complete in person training with new GMs, review PMS, company policies, workbooks, etc. Follow up with weekly/monthly check ins to ensure new GMs are set for success
- Sales – Parking lot shops, QIC, RFPs, Concerto prospecting
- Conduct weekly department meetings
- Prep semi-monthly revenue meetings, prepare/adjust budgets
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Assisted in recruiting, hiring and training of team members.
Multi-Site Sr. Assistant Community Manager
Essex Property Trust
10.2021 - 01.2022
- Deposit Accounting
- Responsible for 2 communities, total of 800 units
- Yardi
- On-site
- Yield Star/RealPage
- Sight Plan
- Funnel
- Adhere to Fair Housing Laws, Section 8 housing
- Move-in/Move-out inspections
- File auditing
- Provide P&L variance reports for RPM
- Market surveys
- Onboarding/training
- Move-in/Move-out process
- Adhere to city/County COVID19 guidelines
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Assist residents with renewals/lease terminations/transfers/applications
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Assist with maintenance with special projects and coordinate with vendors
- Weekly meetings with RPM to discuss property performance and pricing strategies
- Assist with disciplinary actions as needed
- Assist prospects with self-guided tours
- Conduct daily/weekly huddle with staff
- Address and resolve resident concerns
- Accounting adjustments
- Track staff productivity - conduct action plans for team members as needed
Assistant Community Manager
Essex Property Trust
02.2021 - 10.2021
- Deposit Accounting
- Responsible for 301 units
- Yardi
- On-site
- Yield Star
- Sight Plan
- Funnel
- Adhere to Fair Housing Laws
- Move-in/Move-out inspections
- Market surveys
- Onboarding/training
- Move-in/Move-out process
- Adhere to city/County COVID19 guidelines
- Assist residents with renewals/lease terminations/transfers/applications
- Review move-in paperwork
- Assist prospects with self-guided tours
- Huddle
- Track staff productivity
- Handled all tenant logistics and leases and effectively scheduled appointments, showings, move-ins and move-outs.
- Worked with maintenance staff to complete timely repairs and enhancements.
- Inspected buildings, vacant units, and common areas regularly to identify repairs needing immediate attention.
- Received and processed resident payments, and updated system accounts with latest information.
- Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
Assistant General Manager
Tharaldson Hospitality Management Company
07.2019 - 02.2021
- Open a Marriott hotel
- Onboard new hires
- Conduct property inspections
- Adhere to fire safety regulations
- Payroll
- Rollover/inspect daily revenue in M3 Accounting Core/M3 Insight
- Ensure high GSS scores and create action plans to boost Medallia and TripAdvisor scores
- Conduct new hire training with Fosse PMS and department training
- Review STAR reports weekly/monthly and provide critiques as needed
- Ensure labor is under and perform labor critiques as needed
- Track housekeeping productivity
- Ensure hotel is BSA ready and meets standards
- Keep BSA logs and binders up to date
- Bank deposits and cashier inspections
- Housekeeping/Room Inspections
- Review P&Ls weekly and do critiques as needed
- Investigate and submit chargebacks
- Labor budgeting and critiques
- Maintenance/PM Inspections
- Conduct weekly department meetings
- Work with Abode Services for resident shelter at the hotel
- Ensure all proper COVID-19 cleaning procedures are executed each day
- Handled cash accurately and prepared deposits.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
Operations Manager
Monterey Peninsula Hotel Group
11.2017 - 07.2019
- Proficiency with PMS FOSSE
- Assist in the interviewing, hiring, and discipline of all personnel
- Prepare and sign all onboarding paperwork for new staff
- Locate alternate backup for all departments due to absenteeism, vacation, etc
- Serve as the primary contact for all staff in the hotel
- Train team members in safety procedures and property tours
- Adhere to franchise standards and company policies
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Respond to customer care emails and cases through Marriott Medallia website
- Review all recovery posted by front desk staff including refunds, bar and bistro credits, gift cards etc
- In charge of property orders for all departments
- Represent the management team in a positive manner and comply with the requests of the General Manager, Sales Manager, and Ownership
- Assist the Front Desk supervisor with day-to-day operations of the hotel
- Assist with housekeeping cleaning and inspections
- Make sure Front Desk and Bar staff have the correct amounts in bank tills
- Assist with bank deposits and cash
- Maintain the highest-level occupancy and ADR while competing with other local properties
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Education
Business Management
California State University of East Bay
Hayward, CA01.2018
Skills
- IHG Brand Specialist
- GM Onboarding Trainer
- Customer Service
- Housekeeping
- Food and beverage
- Opening hotels - 1 year
- Flex Schedules/Labor Control
- Sales
- Budgeting and cost control strategies
- Quality management
- Training and coaching
Certification
- OneYield V2
- TIPS/RBS
- FOSSE PMS
- Concerto
- M3 Accounting Core
- First Aid and CPR
- CleanMatters
- Yardi
- OnSite
- Funnel
- Opera PMS
- N2 Pricing
Awarded Quickest Response Time 2023
I am a fast reader and writer. I typically respond to emails within a 5-10 min window. Due to my fast response time with my corporate team and operations team, I was awarded the Quickest Response Time in 2023.
Timeline
General Manager
Tharaldson Hospitality Management Company
01.2022 - Current
Multi-Site Sr. Assistant Community Manager
Essex Property Trust
10.2021 - 01.2022
Assistant Community Manager
Essex Property Trust
02.2021 - 10.2021
Assistant General Manager
Tharaldson Hospitality Management Company
07.2019 - 02.2021
Operations Manager
Monterey Peninsula Hotel Group
11.2017 - 07.2019
Business Management
California State University of East Bay
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