Shannon Dawn Henson

Maintained high service standards during a major hotel renovation, ensuring minimal disruption to guest satisfaction.

• Led the Front Office team of a 196-room luxury hotel in Victoria, BC, overseeing daily operations to deliver exceptional guest experiences.
• Led and supported front desk team of 25, driving performance improvements and increasing the average Upsell capture rate from 2.6–5.5% to 18–22% over 2 years.
• Collaborated with housekeeping and maintenance departments to ensure timely room availability and seamless guest experiences.
• Developed effective team communication channels to enhance decision-making and problem-solving.
• Implemented pre-arrival preparations by assigning rooms based on guest requirements, resulting in smooth and personalized arrival experiences.
• Conducted regular staff evaluations, offering constructive feedback and identifying opportunities for professional development.
• Managed daily room inventory to maximize occupancy rates and revenue generation.
• Implemented a cross-training program to increase team flexibility and ensure coverage during peak periods.
• Employee Engagement: Strengthened team morale and productivity through effective performance management, COOP evaluations, and mentorship.

• Led the Front Office team of a 304-room property in downtown Victoria, ensuring seamless operations and exceptional guest experiences.
• Chaired department meetings in the absence of the Director of Operations, providing clear leadership and direction.
• Oversaw crisis management, emergency evacuation, and emergency preparedness to ensure guest and staff safety.
• Managed reservation inquiries across phone, email, and web platforms, ensuring full capacity utilization.
• Streamlined communication between the front office and other departments, improving operational efficiency.
• Developed internal communication channels to enhance team decision-making and problem-solving abilities.
• Resolved guest complaints professionally, maintaining positive customer relationships and fostering loyalty.
• Optimized daily room inventory to maximize occupancy rates and revenue generation.
• Established team priorities, maintained schedules, and monitored performance to meet operational goals.
• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Enhanced onboarding process for new front office staff, reducing time to full productivity.

• Promoted from Night Manager within a year, demonstrating strong leadership and operational capabilities.
• Streamlined front desk operations, resolving guest concerns with empathy and effective problem-solving skills
• Analyzed guest feedback to identify and implement service enhancements.
• Oversaw lobby operations, and concierge services, and maintained property management and POS systems to ensure efficiency.
• Ensured compliance with safety and emergency protocols, safeguarding guests and staff.
• Managed day-to-day operations of a196-room hotel with staff of 25 employees.
• Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.

• Rewrote Night Audit;'s Training Manual with clear, step-by-step instructions, enabling leaders to reconcile daily revenue effectively regardless of prior experience, improving operational continuity.
• Reduced employee turnover by fostering open communication, providing constructive feedback, and recognizing outstanding performance.
• Optimized energy use during low occupancy periods, achieving cost savings while maintaining guest comfort.
• Prepared nightly deposits by accurately counting cash, completing deposit slips, and securing deposits.
• Handled emergencies with professionalism and calm, coordinating with necessary personnel to ensure guest safety and minimize disruption.
• Resolved guest complaints promptly, achieving satisfactory outcomes that enhanced overall guest satisfaction.
• Maintained close communication with maintenance teams, addressing service requests and ensuring timely completion of repairs.
• Streamlined night audit processes, improving accuracy in financial reporting and enhancing financial integrity.
• Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
• Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.

Onboard Production and Entertainment Accomplishments

• Leadership as Headliner: Successfully integrated into new contracts as a headliner, building strong relationships with onboard production staff and cast to foster a cohesive and efficient team environment.
• Production Optimization: Scrutinized production processes, identified areas for improvement, and implemented changes to enhance overall output and quality.
• Streamlined Scheduling: Developed and executed streamlined production schedules, ensuring clear communication of objectives and goals to all production team members.
• Emergency Preparedness: Trained in and applied emergency response procedures to ensure the safety of team members and property during performances.
• High-Impact Performances: Produced and headlined shows in venues ranging from 1,220 to 3,000 seats, performing twice weekly to consistently large and engaged audiences.

Revenue and Operational Management Accomplishments

• Led year-over-year business growth through strategic vision, operational leadership, and long-term planning
• Achieved a 38% overall revenue increase over 30 months by implementing effective management practices, creative marketing, and targeted social media advertising while motivating employees to exceed guest expectations.
• Directed budget implementations, employee performance reviews, training programs, scheduling, and contract negotiations to enhance operational efficiency.
• Developed and executed strategic plans to drive sales, profitability, and market competitiveness.
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Monitored financial performance, controlled expenses, and set budgets to promote financial stability and sustained growth..
• Increased revenue by renegotiating Online Travel Agency (OTA) commission rates, reducing commission expenses by 10% and directly enhancing profitability.
• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.

Entrepreneur and Boutique Owner

• Developed a comprehensive business plan to establish a boutique clothing store, "Fashionably Late," in Langford, BC.
• Built and maintained strong client relationships, driving repeat business and referrals.
• Oversaw daily operations, ensuring tasks were completed accurately and efficiently by team members.
• Enhanced customer satisfaction by implementing efficient business processes and delivering exceptional service.
• Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
• Hired, trained, and led a high-performing team aligned with company goals.
• Implemented marketing strategies to increase brand awareness and attract new customers.
• Fostered a positive workplace culture that encouraged employee engagement, collaboration, and loyalty.
• Negotiated supplier contracts to secure better pricing and terms, reducing overall costs.
• Organized and attended trade shows and events to showcase products, network, and attract new customers.
• Evaluated industry competition to maintain a competitive edge in the marketplace.
• Improved property accuracy and accountability by creating an automated tracking method.
• Actively participated in regional entrepreneurship conferences, showcasing program successes while also learning from peers about best practices in other ecosystems.
• Fostered economic development within the community via a joint venture make-over with 7 local businesses, entrepreneurship training workshops and mentorship programs.

Despite strong efforts, "Fashionably Late" closed due to a lack of consumer interest in retail shopping at Millstream Village.