Tanya Ross
Huntsville,ON
Summary
Results-driven General Manager known for high productivity and efficient task completion. Skilled in strategic planning, team leadership, and operational management. Excel in communication, problem-solving, and adaptability, ensuring effective team collaboration and customer satisfaction. Committed to driving business growth through innovative strategies and exemplary leadership qualities.
Overview
21
21
years of professional experience
Work History
General Manager
Home2 Suites by Hilton
Huntsville, Canada
10.2022 - Current
- Company Overview: New hotel opening
- New hotel opening
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Prepared staff work schedules and assigned team members to specific duties.
- Trained employees on duties, policies and procedures.
General Manager
Ramada Pinewood Park Resort
North Bay, Canada
09.2020 - 10.2022
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
Director of Room Operations
Niagara Falls Marriott Fallsview Hotel & Spa
Niagara Falls, Canada
06.2018 - 09.2020
- Enhanced customer satisfaction through the development of service improvement initiatives.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Managed crisis situations to minimize impact on operations and reputation.
- Facilitated collaboration between teams by encouraging open communication channels.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Collaborated with senior leadership to set long-term objectives for the company.
Director of Housekeeping
Hampton Inn
Sudbury, Canada
09.2017 - 06.2018
- Provided support during peak times by working alongside housekeeping staff when necessary.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Verified each completed room against standard plans to maintain consistency.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer complaints promptly in a professional manner.
General Manager
Hampton Inn & Suites
Grande Prairie, Canada
05.2016 - 09.2017
- Company Overview: New Hotel Opening
- New Hotel Opening
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Guided management and supervisory staff to promote smooth operations.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
General Manager
Ramada Olds
Olds, Canada
01.2015 - 03.2016
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Account Manager
Booking.com
Calgary, Canada
04.2013 - 01.2015
- Participated in trade shows, conferences, and networking events to represent the company and attract new business.
- Provided training and guidance to new Account Managers.
- Resolved customer complaints in a timely manner.
- Monitored competitor activities in order to stay ahead of the competition.
- Listened to customer needs to identify and recommend best products and services.
- Renewed existing accounts by building relationships with clients.
- Negotiated contracts and closed deals, focusing on long-term benefits for both the company and the client.
Executive Director of Guest Relations
Oasis Wellness Centre and Spa
Calgary, Canada
06.2012 - 03.2013
- Oversaw day-to-day administrative tasks related to personnel files or payroll processing.
- Stayed up-to-date on best practices and cutting-edge ideas to improve organizational effectiveness.
- Hired, trained, and mentored staff members to maximize productivity.
- Identified needs of customers promptly and efficiently.
Assistant Front Office Manager
Hyatt Regency Calgary
Calgary, Canada
05.2011 - 06.2012
- Supervised night audit process including reviewing reports for accuracy.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Developed strategies for improving customer satisfaction ratings.
- Verified accuracy of charges on guest folios at check-out time.
- Assisted guests with reservations changes or cancellations as needed.
- Monitored front desk staff performance, ensuring adherence to company standards.
Restaurant Manager
Laurier Lounge
Calgary, Canada
05.2010 - 04.2011
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Monitored stock levels of ingredients to ensure timely delivery of fresh produce.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Created detailed reports on weekly and monthly revenues and expenses.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
Director of Room Operations
The Rosseau, A JW Marriott Resort and Spa
Minett, Canada
05.2008 - 10.2009
- Company Overview: New Hotel Opening, Responsible for all pre-opening tasks
- New Hotel Opening, Responsible for all pre-opening tasks
Front Office Manager
The Renaissance Charlotte
Charlotte, USA
05.2007 - 05.2008
- Company Overview: New Hotel Opening
- New Hotel Opening
Front Office Manager
The Ritz-Carlton Golf Resort
Naples, USA
05.2006 - 05.2007
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
Front Desk Manager
The Marco Island Marriott Resort, Golf Club and Spa
Marco Island, USA
10.2005 - 05.2006
- Created and optimized employee schedules for shift coverage.
- Managed customer complaints and rectified issues to complete satisfaction.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Managed guest check-in and check-out procedures, reservations and payments.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Housekeeping Manager
The Marco Island Marriott Resort and Golf Club
Marco Island, USA
01.2004 - 10.2005
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Provided support during special events such as conferences or conventions when necessary.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Managed team of employees, daily progress reports and overall project planning.
Education
Canadore College of Applied Arts and Technology - Hotel, Resort And Restaurant Administration
Canadore College of Applied Arts And Technology
North Bay, ON01.1997
Skills
- Sales
- Customer relationship management
- Staff motivation
- Human resources management
- Team leadership
- Goal setting
- Leadership and team building
- Budget analysis
Timeline
General Manager
Home2 Suites by Hilton
10.2022 - Current
General Manager
Ramada Pinewood Park Resort
09.2020 - 10.2022
Director of Room Operations
Niagara Falls Marriott Fallsview Hotel & Spa
06.2018 - 09.2020
Director of Housekeeping
Hampton Inn
09.2017 - 06.2018
General Manager
Hampton Inn & Suites
05.2016 - 09.2017
General Manager
Ramada Olds
01.2015 - 03.2016
Account Manager
Booking.com
04.2013 - 01.2015
Executive Director of Guest Relations
Oasis Wellness Centre and Spa
06.2012 - 03.2013
Assistant Front Office Manager
Hyatt Regency Calgary
05.2011 - 06.2012
Restaurant Manager
Laurier Lounge
05.2010 - 04.2011
Director of Room Operations
The Rosseau, A JW Marriott Resort and Spa
05.2008 - 10.2009
Front Office Manager
The Renaissance Charlotte
05.2007 - 05.2008
Front Office Manager
The Ritz-Carlton Golf Resort
05.2006 - 05.2007
Front Desk Manager
The Marco Island Marriott Resort, Golf Club and Spa
10.2005 - 05.2006
Housekeeping Manager
The Marco Island Marriott Resort and Golf Club
01.2004 - 10.2005
Canadore College of Applied Arts and Technology - Hotel, Resort And Restaurant Administration
Canadore College of Applied Arts And Technology