Sonja Cuthbert
Airdrie,AB
Summary
Dynamic leader with a proven track record at Atlific Hotels, enhancing operational efficiency and customer satisfaction. Excelled in leadership and operations management, driving an 88% team engagement score. Skilled in fostering client relationships and implementing cost-saving strategies, significantly boosting profitability and market share.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
30
30
years of professional experience
Work History
General Manager
Atlific Hotels-Holiday Inn Express and Suites
06.2017 - 09.2024
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and with 88% overall satisfaction score on 2023 confidential engagement survey.
- IHG Superior Guest Love-Guest Review based with a 91%+ cleanliness score for the past 4 years
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
General Manager
Atlific Hotels- Days Hotel and Suites
12.2013 - 06.2017
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Operations Manager
Atlific Hotels-Walnut Beach Resort
02.2008 - 12.2013
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Revenue Management- Was part of the team that discussed Rate structure for Resort with weekly rate strategy meetings to ensure resort was positioned properly in the Osoyoos market
- Presented and built packages to entice guests to stay with resort
- Food and Beverage- Was the lead contact for all weddings and corporate events at hotel. Initial site or phone call, contracts as well as day of event coordinator for the event including ceremony for weddings.
- Worked with Chef and Wine Bar Manager to ensure costs were in line with budget
Revenue Manager
Atlific Hotels- Holiday Inn Vancouver Downtown
06.2005 - 02.2008
- Utilized advanced analytics tools to identify trends and inform strategic decision-making processes related to hospitality offerings.
- Enhanced profitability by conducting regular competitor analysis and adjusting pricing accordingly.
- Increased revenue by implementing effective pricing strategies and monitoring market trends.
- Established strong client relationships, negotiating contracts to maximize overall company earnings.
- Developed dynamic pricing models, capturing additional revenue opportunities from fluctuating markets.
- Improved cost-efficiency by analyzing financial reports and identifying areas for operational improvements.
Catering and Food Services Manager
Atlific Hotels-Holiday Inn Vancouver Downtown
06.1994 - 06.2005
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Oversaw budgeting and financial planning for service department, achieving cost savings through streamlined operations and optimized resource utilization.
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Diploma-Hospitality Operations And Management
Trend College
Vancouver, BCDiploma-Hospitality Management
Institute of American Hotel And Motel Association
Vancouver, BCDiploma-Business Management
Trend College
Vancouver, BCDiploma-Travel And Tourism Management
Trend College
Vancouver, BCSkills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Effective leader
- Time management
- Customer relationship management
- Operations oversight
- Organizational development
- Client account management
- Budget allocation
Accomplishments
Holiday Inn Express and Suites Airdrie
As of September 2024 I am so proud of our teams accomplishment of an IHG Guest Ranked- Superior Guest Love satisfaction score and a 4 year running cleanliness score of 91%+. Team yearly confidential overall satisfaction engagement score of 88%. This was a huge accomplishment achieving all of the above and I am proud of each associate who helped achieve this milestone in the 18 years this hotel has been open.
Timeline
General Manager
Atlific Hotels-Holiday Inn Express and Suites
06.2017 - 09.2024
General Manager
Atlific Hotels- Days Hotel and Suites
12.2013 - 06.2017
Operations Manager
Atlific Hotels-Walnut Beach Resort
02.2008 - 12.2013
Revenue Manager
Atlific Hotels- Holiday Inn Vancouver Downtown
06.2005 - 02.2008
Catering and Food Services Manager
Atlific Hotels-Holiday Inn Vancouver Downtown
06.1994 - 06.2005
Diploma-Hospitality Operations And Management
Trend College
Diploma-Hospitality Management
Institute of American Hotel And Motel Association
Diploma-Business Management
Trend College
Diploma-Travel And Tourism Management
Trend College
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