Summary
Overview
Work History
Education
Skills
Timeline
Generic

Peter Hart

San Francisco,CA

Summary

Experienced General Manager with a proven track record of increasing revenue by 30% YoY. Skilled in leadership, adaptability, and achieving results. With over 10 years of experience in managing teams and driving business growth, I am confident in my ability to lead and deliver success for any organization.

Overview

21
21
years of professional experience

Work History

Complex Hotel Manager

Hilton San Francisco Union Square & Parc 55
04.2022 - Current
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Provided exceptional service and assistance to guests upon check-in.
  • Increased customer service ratings through personable service.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.

General Manager

Embassy Suites Santa Clara – Silicon Valley
03.2018 - 04.2022
  • Achieved the highest GOP and RevPAR in the hotel’s history (2019)
  • Exceeded all financial targets including 45% NOI margin and 59% GOP flow-thru
  • Lead the commercial sales and revenue efforts for the hotel, engage daily with sales leaders to ensure goals and objectives are met
  • Achieved the strongest market share performance in a decade, 125 RevPAR index to a goal of 115
  • Overall guest loyalty scores (SALT) exceeded stretch targets with 9% improvement over prior year
  • Team member opinion survey scores among the highest in the company: Leadership Effectiveness Index 95%, Trust Index 94%, and Engagement Index 90%
  • Led the team through the distressed pandemic market in 2020 and 2021
  • Hotel operations were maintained, never suspended, by way of rigorous cost reductions and aggressive sales efforts
  • Average RevPAR index exceeded 200 through the first year of the pandemic as the team shifted focus to maximizing hotel occupancy and owner cash flow
  • Represent the hotel with the Santa Clara DMO, Convention Center, and local business community; active officer on the Santa Clara Tourism Improvement District board.

General Manager

Embassy Suites San Rafael – Marin County
04.2017 - 03.2018
  • Executed an aggressive cost containment plan, improved labor productivity and reduced operational expenses while simultaneously enhancing guest experience
  • Achieved 88% hotel-wide “engagement” score on the Team Member Opinion Survey
  • Created and implemented a guest parking program that resulted in $105k incremental revenue to GOP over its first six months
  • Represented the hotel in the local business community; member of the Marin County CVB board of directors.

Director of Rooms Division

Hilton San Francisco Union Square
08.2007 - 04.2017
  • Strategic business leader of the hotel’s Rooms Division Operations ($160 million room revenue, $45 million payroll and expense budget, 325 team members)
  • Implemented an upsell incentive that increased incremental revenues 300% YOY to $2.24 million in 2015
  • Assisted in executing capital renovation projects including three phases of guest rooms (totaling $44.8 million) and a comprehensive lobby and F&B Outlet redesign ($6.2 million)
  • Managed lease relationships and service agreements, rebid and executed contracts.

Director of Front Office Operations/Asst. Director of Housekeeping

Hilton San Francisco Union Square
  • Increased department driven revenues (no show, late cancelation, early departure, day use) 10% YOY to $952k in 2012 and grew to $1.7 million in 2016
  • Led the department and guest experience through two union labor strikes and multiple boycotts (executed work force contingency plans, oversaw guest service recovery, etc.)
  • Managed in compliance with the collective bargaining agreement, participating with delegates and union officials.

Interim General Manager

Embassy Suites Milpitas – Silicon Valley
06.2016 - 08.2016
  • Responsible for the daily oversight of all hotel operations for three months while property was without a General Manager
  • Collaborated with Sales and Revenue Management to execute strategies and initiatives to grow top line revenue and market share.

Director of Front Office Operations / Reservations Manager / Front Office Manager

The Fess Parker, a Doubletree Resort by Hilton
01.2003 - 07.2007
  • Developed and presented a lecture at UCSB covering service in hospitality
  • Established a new “in-house” reservations department: recruited team members, implemented standards and processes, developed training materials and incentives
  • Worked with the Director of Revenue Management to help control group and transient inventories, execute pricing strategies, and forecast
  • Responsible for payroll audit, sellout efficiency, room balancing, maintaining inventories, and Hilton Honors loyalty program delivery.

Education

Bachelor of Arts - Business Economics

University of California – Santa Barbara

Revenue Management University, Hilton Hotels

Hilton Hotels Worldwide "GM Shine" Program

Skills

    Commercial sales & revenue

    Leadership effectiveness

    Guest loyalty (SALT)

    Team member engagement

    Crisis management

Timeline

Complex Hotel Manager

Hilton San Francisco Union Square & Parc 55
04.2022 - Current

General Manager

Embassy Suites Santa Clara – Silicon Valley
03.2018 - 04.2022

General Manager

Embassy Suites San Rafael – Marin County
04.2017 - 03.2018

Interim General Manager

Embassy Suites Milpitas – Silicon Valley
06.2016 - 08.2016

Director of Rooms Division

Hilton San Francisco Union Square
08.2007 - 04.2017

Director of Front Office Operations / Reservations Manager / Front Office Manager

The Fess Parker, a Doubletree Resort by Hilton
01.2003 - 07.2007

Director of Front Office Operations/Asst. Director of Housekeeping

Hilton San Francisco Union Square

Bachelor of Arts - Business Economics

University of California – Santa Barbara

Revenue Management University, Hilton Hotels

Hilton Hotels Worldwide "GM Shine" Program

Similar Profiles

CREATE PROFILE
Peter Hart