Highly motivated and results-driven Hotel General Manager with 18 years of experience in the hospitality industry. Proven track record of maximizing operational efficiency, revenue growth, and guest satisfaction. Seeking to leverage expertise in hotel management to drive success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Hotel General Manager
Choice Hotels – Quality Inn and Suites
12.2022 - 01.2023
Lead, direct and manage all hotel operations
Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies
Oversee sales and marketing initiatives and regularly participate in outside sales calls/client visits
Prepare annual capital, property budgets, cash flow and outside/inside sales and marketing plans to accurately achieve required operating results
Analyze financials and use distribution channels and technology platforms to drive revenues, attain future profitability and maximize market share and return on investment
Lead capital plans and asset management initiatives, including working with the owners to maintain or improve the property’s market leadership position
Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
Resident Manager
Boardwalk REIT
02.2021 - 08.2022
Manage two properties in Central Edmonton
Ensure the health, comfort and safety of our customers
Sales and Marketing related to property management
Ensure daily communication with all site Associates
Follow up on defaults / Ensure proper and accurate inventory management
Ensure vacancies (minimized) and budget (meet or exceed on net operating income) are all realized for each site by effective resident service to potential and existing customers
Annual suite inspections
Administrative duties include processing paperwork for site and other Associates
Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
General Manager
InterContinental Hotels Group - Holiday Inn Express
06.2019 - 07.2020
To manage all aspects of the business
Overall responsibility for the financial success of the property, including budgeting, forecasting, yield and revenue management
Develop, prepare, execute and achieve financial goals
Focus would be maintaining established cost and quality standards, maximizing profits, developing and retaining employees and exceeding guest expectations
Responsible for the development and execution of business plans, including sales & marketing plans
Determine the Hotel’s pricing strategy as it relates to room inventory and anticipated market segment mix to exceed market-share occupancy at better-than-market yield ratio
Leadership and management of all departments and employees
Oversee day-to-day operations
Control purchases and inventories
Represent the hotel in appropriate hotel, tourism and business associations
Responsible for strong community involvement
Create an environment that ensures 100% Guest Satisfaction
Communicate, promote, implement and maintain all Brand and management group policies, procedures and standards throughout the hotel to both employees and guests
Ensure that all appropriate systems and controls are in place to produce accurate monthly financial reports that clearly explain operational effectiveness, trends and variances and is always aware where the hotel stands against budget
Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints
Initiates corrective action when required
Recruit, supervise, coach, discipline and evaluate direct reports
Protect the hotel and its assets through enforcing and maintaining a preventive maintenance program, resulting in employee and guest safety, orderly operations, good appearance, compliance with brand and legislative standards.
Front Office Manager
Pomeroy Hotel & Conference Centre Grande Prairie
02.2018 - 02.2019
Ensure that all guests are treated in an efficient and courteous manner and that all standards are applied by all staff members
Address all guest concerns and ensure follow-up is complete
Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction
Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies
Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking
Coordinate activities with other departments to facilitate increased levels of communication and guest satisfaction
Monitor all guest incident logs and direct information to department heads as necessary
Maintain any rewards programs and guest service satisfaction initiatives and that the standards of each are adhered to
Actively participate in Room Revenue and Occupancy planning and execution and work closely with the Sales Department and Corporate Director of Revenue Management on group room requirements
Ensure that staff are knowledgeable of daily functions and group requirements
Responsible for selection, training, coaching, scheduling development of the front office employees, as well as the planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complains and resolving problems
Perform accounts receivable duties such as invoicing, researching chargeback, discrepancies and reconciliations
Coordinate travel accommodations for staff and out-of-town visitors, including vouchers, agendas, and transportation
Finalizing month end report up to company procedures
Handling online booking engine
Handling online reviews such Trip Advisor, Digital Alchemy, Expedia, Bokking.com and Google.
Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Education
Diploma in Business Administration -
Prairie Western College
Calgary, AB
10.2024
Bachelor’s degree Hotel Management (BHM) - Front Office - Food and Beverage - Housekeeping
Asia Lanka Hotel School
Sri Lanka
01.2005
Diploma in PC Assembling, Networking and User Technical SP: IT -
I.D.M. Vocational Training Center
01.2002
General College Certificate of Education: GCC O/L -
Sri Pangananda College
01.1997
Skills
Pricing tool development
Staff development
Revenue Generation
Vendor interaction
Guest Relations
Brand Management
Team leadership
Budgeting and finance
Opera 511
MS Office (Word, Excel, Outlook and PowerPoint)
IHG Booking Concerto
IHG Merlin
Choice Advantage
Choice Central
Medallia
Certification
Certification for CPR and First Aid training in 2018
Cross Training certification in Switch board, Jumeirah Bab Al Shams in 2005
Cross Training certification in Bartending & Wine Sommelier, Jumeirah Bab Al Shams in 2005
Accomplishments
Winner of the Rooms Division Team Member 2017 - Pomeroy Lodging
Employee of the month 2016 - Pomeroy Lodging
Employee Of the Year 2013 - LHW Dubai Regional office
References
Reference will be available upon request.
Languages
English
Native or Bilingual
Timeline
Hotel General Manager
Choice Hotels – Quality Inn and Suites
12.2022 - 01.2023
Resident Manager
Boardwalk REIT
02.2021 - 08.2022
General Manager
InterContinental Hotels Group - Holiday Inn Express
06.2019 - 07.2020
Front Office Manager
Pomeroy Hotel & Conference Centre Grande Prairie
02.2018 - 02.2019
Diploma in Business Administration -
Prairie Western College
Bachelor’s degree Hotel Management (BHM) - Front Office - Food and Beverage - Housekeeping
Asia Lanka Hotel School
Diploma in PC Assembling, Networking and User Technical SP: IT -
I.D.M. Vocational Training Center
General College Certificate of Education: GCC O/L -
Sri Pangananda College
Certification for CPR and First Aid training in 2018
Cross Training certification in Switch board, Jumeirah Bab Al Shams in 2005
Cross Training certification in Bartending & Wine Sommelier, Jumeirah Bab Al Shams in 2005
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