Tamara Turcotte Horn
Victoria,BC
Summary
Extremely creative, knowledgeable and resourceful Manager with great experience in consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues, guest satisfaction and effectiveness and efficiencies. Focused and enthusiastic professional offering leadership for employee relations through effective communications, training and development. Measures performance to company goals and standards and establishes targets for improvements in safety, quality, cost and delivery.
Overview
25
25
years of professional experience
Work History
General Manager
Capital City Center Hotel
04.2013 - 12.2020
- Management of daily operation of a busy 95 Room Full Service Conference Hotel.
- Recognizing, Prioritizing and Overseeing extensive deficiency repairs and upgrades.
- Increasing sales from 800 hundred thousand to 8.2 million over 4 years/.
- Upgrading Property Management system from manual system to web-based system to access on-line bookings through Property owned website, as well as the 2 largest OTA's to ensure maximum occupancy.
- All aspects of the hotel operations, requiring strong communication skills and superior leadership and problem-solving abilities.
- Direct and manage accommodation operations to assure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit / financial control).
- Anticipate business trends and seasonality, effectively maximizing both revenue and cost containment opportunities as they present themselves.
- Management of third party vendor relationships, monitor extranet inventories & rates.
- Schedule, develop, train and encourage staff to ensure positive guest experiences, while maintaining hotel policies and procedures.
- Payroll, Accounts Receivable, Accounts Payable and Daily Balancing of accounts.
Front Desk, Reservations Manager and Assistant GM
Victoria Airport Travelodge
07.1996 - 04.2013
- Management of daily operation of a busy 89-room airport hotel, pub/restaurant, liquor store and lease ops.
- Support and assist the General Manager with all aspects of the hotel operations, requiring strong communication skills and superior leadership and problem-solving abilities.
- Direct and manage accommodation operations to assure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control).
- Set room rates based on availability, local events, weather, and competitors' posted rates.
- Anticipate business trends and seasonality, effectively maximizing both revenue and cost containment opportunities as they present themselves.
- Management of third party vendor relationships, monitor extranet inventories & rates.
- Promote inter-departmental synergy to improve overall guest satisfaction.
- Schedule, develop, train and encourage front-end staff to ensure positive guest experiences, while maintaining hotel policies and procedures.
- Daily balancing and bank deposits for liquor store, pub/restaurant, front desk, petty cash.
- Researching and responding to on-line comments, reviews, etc.
- To maintain and ensure highest standards of customer service.
- Create, train and motivate a team of staff members, which has to be both, structured and encouraged.
Skills
- Strong communication skills
- Problem-solving
- Customer service
- Extranet
- Marketing
- Accessible
- Approachable
- Policies
- Profit
- Anticapting
- Researching
- Sales
- Structured
- Leadership
Affiliations
BC Tourism 10th Annual SuperHost(R) Customer Service Award
References
References Available upon request.
Timeline
General Manager
Capital City Center Hotel
04.2013 - 12.2020
Front Desk, Reservations Manager and Assistant GM
Victoria Airport Travelodge
07.1996 - 04.2013