Bentonville, Arkansas, United States
Dynamic and results-driven hospitality executive with 20+ years of experience in luxury, boutique, and convention hotel management. Proven track record in pre-opening planning, operational leadership, and strategic revenue growth across diverse markets. Adept at navigating complex challenges, including economic downturns and global crises, while maintaining exceptional service standards and operational excellence. Skilled in team development, cross-cultural collaboration, and brand positioning to deliver superior guest satisfaction. Fluent in English and German, with a global perspective and expertise in fostering partnerships to achieve both short-term results and long-term success. EXPERTISE: Hilton, Marriott, Ritz-Carlton, Nikko & Independent Brand Experience Luxury, Boutique & Convention Hotel Experience Process Improvement New Hotel Openings Leadership & Team Management Operations Management Staff Training & Development Budgeting & Financial Oversight Cross-Cultural Competence & Global Perspective Customer Satisfaction Enhancement Strategic Planning & Execution Crisis Management & Problem Solving Project Management Revenue Growth & Forecasting Brand Positioning & Market Analysis TECH SKILLS: Profit Sword OPERA Micros Espresso/HotSOS Microsoft Suite OpenTable Delphi CI/TY MGS (Marriott Global Source)
Opening General Manager in charge to inspire the team and to launch this incredible hotel.
Successfully developing and executing a comprehensive pre-opening plan, including budgeting, staffing, and operational processes to ensure a seamless hotel launch. Recruit, train, and lead a diverse team of professionals, creating a strong organizational culture focused on exceptional guest service and operational efficiency. Collaborate with local businesses and tourism boards to establish key partnerships and drive initial occupancy rates for the 99-room convention hotel. Implement innovative marketing and sales strategies, resulting in robust advance bookings for both accommodations and convention spaces. Ensure compliance with all regulatory and safety standards, establishing a foundation of trust and credibility for the hotel's brand reputation.
Directed comprehensive hotel operations for a 99-room hotel, including an art gallery, fine dining restaurant, spa, rooftop terrace, cooking school, and wine-blending school, ensuring seamless service delivery across all departments. Successfully closed, re-opened, and navigated the hotel through the challenges of the COVID-19 pandemic, ensuring operational resilience and guest safety. Achieved recognition for excellence in food and beverage operations by winning the F&B Profitability Award within the Kessler Collection in 2023. Consistently met or exceeded GOP budget goals in the post-pandemic years 2021, 2022, and 2023, demonstrating strong financial management and strategic planning. Oversaw and refined luxury hospitality services, ensuring the hotel maintained its reputation for exceptional guest experiences and premium customer service. Enhanced guest satisfaction by introducing upgraded amenities, including a world-class spa, a rooftop lounge, and exclusive concierge services. Joined the BNI networking group and leveraged referral opportunities to generate $150K in additional revenue within three years. Cultivated a highly efficient and motivated team, focusing on staff training and professional development to uphold the highest service standards in the luxury boutique hotel industry.
Built and grew a third-party site search organization from the ground up, achieving $600K in revenue in 2018. Successfully managed incoming MICE groups from a partner agency in Germany, ensuring seamless execution and client satisfaction. Strategically adjusted business approach in 2015 to mitigate the impact of reduced T/A commissions, transitioning from 10% to 7% across most brands. Undertook multiple task force assignments, including General Manager at Ft. Magruder Hotel Williamsburg, VA (Nov 2017 - June 2019), driving operational improvements. Played a pivotal role in the openings of high-profile properties, including The Jeremy West Hollywood (Aug - Oct 2017), El San Juan Hotel (Curio) Puerto Rico (Jan - March 2017), 1Hotel New York (Apr - May 2015), 1Hotel Miami Beach (Feb - March 2015), and Baccarat Hotel New York (Jan - Feb 2015).