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Summary

Collaborative, passionate, motivating leader with experience in hospitality, customer service, and management commended by colleagues for a high degree of professionalism. Demonstrated ability to complete tasks accurately despite interruptions and competing demands.

Skills
  • Team management
  • Focused on customer satisfaction
  • Skilled multi-tasker
  • LMS/SMS/HMS software proficiency
  • Deadline-oriented
  • Focused and driven
  • Dedicated team player
  • Positive attitude
  • Exceptional problem solver
  • Front desk operations
  • Conflict management
  • Effective planning
  • Hospitality services
  • Operational improvement
  • Public speaking
  • Goal development
Experience
03/2019 - Current Front Operations Supervisor Sonnenalp | Vail, CO
  • Managed team of 16 employees that include Front Desk Agents, Night Auditing, and Bell/Valet Staff
  • Responsible for check-in and check-out procedures in accordance with LHW standards
  • Organize and lead quarterly front desk meetings
  • Set goal plans, provide guidance and leadership to front desk agents and performs quarterly check-ins and annual reviews
  • Discipline Front Desk Team in accordance to Sonnenalp Policies & Procedures
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Safety Committee for the Front Operations- Scheduled checks monthly throughout different departments to assure safety assurance.
  • Sonnenalp Accolades: Top #10 Hotel Resort Hotel in the American West 2019, #2 Best Hotel in Colorado 2018, #15 Best Resorts 2015 in the Continental U.S, #39 in top 50 USA Hotels in 2020, and #57 Best Hotels in the World 2020.
02/2018 - 03/2019 Assistant Hotel Manager Golden Nugget Lake Charles Hotel & Casino | Lake Charles, LA
  • Accountable for swift and efficient registration services and fostering a professional atmosphere for 1000+ room resort
  • Managed team of 28 employees that include: front desk staff, coordinators, and PBX operators. Promoting positive work environment through effective communication, active engagement and hands-on assistance
  • Established successful room selling strategies to achieve optimal hotel revenue and occupancy
  • Set and optimized employee schedules to secure proper coverage for all shifts
  • Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety
  • Conducted coaching/counseling sessions, performance evaluations, discipline documents, and terminations
  • Responded to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure training of Guest Services personnel
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues
  • Managed all front desk operations for busy high-volume hotel
01/2017 - 02/2018 Front Services Supervisor Golden Nugget Lake Charles Hotel & Casino | Lake Charles, LA
  • Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
  • Set and optimized employee schedules to secure proper coverage for all shifts
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs
  • Mentored new staff on correct procedures, compliance requirements and performance strategies
  • Promptly managed complaints and concerns with positive attitude and rectified issues to complete satisfaction
  • Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency
  • Developed lasting relationships with guests that built loyalty and drove hotel revenue
12/2016 - 01/2017 Front Desk Lead Golden Nugget Lake Charles Hotel & Casino | Lake Charles, LA
05/2015 - 12/2016 VIP Front Desk Agent Golden Nugget Lake Charles Hotel & Casino | Lake Charles, LA
Education
2013 High School Diploma
A. M. Barbe High School | | Lake Charles, LA, United States
Some College (No Degree)
McNeese State University | Lake Charles, LA
Accolades

Safety Training for Golden Nugget 2018

Lead Safety Committee for Front Operations 2020

LHW Standards Training 2019/2020

Sonnenalp Leadership Program 2019

Employee of The Month December 2019 / July 2020

Mentee Program 2020

This resume is created in 7 minutes.
Professional Summary
I have over 35 year in the Hotel Hospitality Industry and I am seeking a position with a top-tier Hotel. I am enthusiastic, skilled in guest satisfaction and I am fast learning, organized and detailed oriented, successful in multi tasking and delivering superb service with a smile.
Skills
  • Hotel Operations and Management
  • Service-oriented
  • Hospitality background
  • Five-star hotel experience
  • Revenue generation and management
  • Concierge background
  • Front desk experience
  • Courteous
  • Casino background
  • Computer knowledge
Work History
Casino Host at Harrahs Casino and Hotel and Inside Sales Caesar's Palace Hotel and Planet Hollywood, 02/2007 to 06/2016
Caesars Entertainment Las Vegas
  • Accountable for Data Base of 2800 Casino guests and responsible to book Hotel reservations and Casino Promotions for 38 Casino properties
  • Processed over 250 reservations per month on average
  • Accommodated guest requests for rooms and dinner reservations and all aspects for their trip.
  • Met Benchmarks and tasks that were set within the Department.
  • Intop 5 Hotel bookings for the Department for over 8 years.




Front Desk Supervisor Bally's Hotel and Casino, 01/2002 to 02/2007
Caesars Entertainment Las Vegas, Nevada
  • Checked in and out guests and accommodated with Hotel requests with a smile
  • Resolved guest issues and service-related issues
  • Improved Guest Surveys for higher service scores by resolving issues
  • Made schedules for Front Desk Clerks breaks and lunches.
  • Rectified sign off discrepancies for clerks whenneeded
  • Assigned room block requests for next day arrivals
  • Occupancy Reports and set the House for next day Occupancy
  • Trained new members of the Hotel Guest Team.


Hotel Manager , 04/1999 to 09/2001
Binion's Horseshoe Hotel and Casino Las Vegas NV
  • Department Head for Hotel Front Desk, Room Reservations, Housekeeping Bell Desk, Valet, and PBX
  • Increased Hotel Occupancy and optimized Hotel Revenue
  • Collection on delinquent accounts from Hotel Wholesalers and Group reservations accounts
  • Recruited and trained new members for Front Desk Team
  • Updated all Departments of Hotel Policies and all Hotel product changes

Assistant Hotel Manager , Stardust Hotel and Casino Las Vegas Nevada
  • Assisted Hotel Manager with daily operations of the Hotel Front Desk and Room Reservations
  • Resolved service-related mattersin a timely manner
  • Accommodated guests\' requests and special needs
  • Increased Hotel Revenue bywatching Hotel counts and raising Hotel rates
  • Reviewed account information on guest accounts and helped with any discrepancies
  • Made schedules for Team Members lunches and breaks
  • Updated Team Members about changes of pricing, hotel products and policy changes
Assistant Hotel Manager and Hotel Audit Clerk, 01/1996
Sands Hotel and Casino Las Vegas, Nevada

Assistant Hotel Manger, Front Desk Clerk and Room Reservation Clerk, 01/1981
Riviera Hotel and Casino Las Vegas Nevada

Education
High School Diploma: Chaparral High School - Las Vegas Nevada
This resume is created in 7 minutes.
Professional Summary
Dynamic Hotel Manager highly successful at juggling multiple priorities while delivering superb service with a smile. Computer-savvy and organized with strong attention to detail.
Skills
  • Event planning and coordination
  • Hotel operations and management
  • Natural leader
  • Property management
  • Front desk experience
  • Guest satisfaction specialist
  • Team building
  • Skilled negotiator
Work History
A/C Coordinator 10/2016 to Current
Red Lobster Hollywood, FL
  • Created fun team building activities to engage staff in up-selling to meet revenue targets.
  • Led and directed team members on effective methods, operations and procedures.
  • Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved parties.
Marketing, Communication And Sales Coordinator And; Hr And Training Administrator 04/2014 to 08/2016
Ms Builders Inc. New York, NY
  • Applied sales forecasting techniques and strategic planning to verify sales and profitability of products, lines and services.
  • Directed the hiring, training and performance evaluations for marketing and sales staff and supervised their daily activities.
  • Reviewed the financial aspects of product development, such as budgets, expenditures and research and development appropriations.
Hotel Manager 10/2012 to 03/2014
AmeriHost Inn New York, NY
  • Adhered to all confidentiality requirements at all times.
  • Maintained accurate records of past due customer account activity.
  • Managed work flow to exceed quality service goals.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Personal Banker III 09/2008 to 10/2011
Bank of America Washington, DC
  • Used investment instruments in complex option hedging strategies and trading scenarios, including fixed income and equity securities.
  • Selected investments based on quantitative analysis of stock performance, financial ratios and financial reports.
  • Assessed clients' financial situations to develop strategic financial planning solutions.
Customer Service Manager 03/2005 to 03/2008
Home Depot Miami, FL
  • Cross-trained and backed up other customer service managers.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Human Resource/Office Manager 02/2002 to 02/2005
Burdines Furniture Gallery Miami, FL
  • Managed all aspects of leave administration, including employee notifications and vendor management, disability programs and health benefits.
  • Updated key human resource metrics, including turnover and terminations, using reporting tools on the HRMS database.
Education
Bachelor of Arts: Business Current Broward College - A. Hugh Adams Central Campus - Davie
  • Coursework in Business Management, Accounting, and hotel Administration.
Certified: Trade Construction 2015 N.E.W - New York, NY
  • Top 5% of class
  • Building Construction Trades Union
This resume is created in 7 minutes.
Summary
· Experienced Hospitality professional with strong leadership and relationship-building skills. · Excellent verbal and written communication skills · Detail oriented, focused and highly motivated. Dependable and flexible team player
Experience
Hotel Manager
July 2006 to December 2012
Ryde Hotel & Event Center Walnut Grove, California
  • Full-service management of 32-room historic hotel and event center.
  • Responsible for marketing and direct sales for hotel and restaurant.
  • Overseeing all aspects of operation including event coordination, budgeting, accounting kitchen operation, housekeeping, front desk and maintenance and human resources.
Front Office Manager
November 1998 to March 2006
Handlery Union Square Hotel San Francisco, California
  • Supervised all front office operations to ensure profitability.
  • Control costs and quality standards to provide total guest satisfaction.
  • Managed and motivated two Assistant Managers, as well as the Front Desk, Telephone, Bell, and Concierge Departments with a combined population of 30 employees.
  • Forecast yearly department budget.
  • Utilizing extensive customer service training, improved departmental guest approval rating to 98%.
  • 2002 Manager of the Year.
  • Interim Director of Housekeeping Managed all aspects of the department, this included the supervision of an Assistant Executive Housekeeper, as well as a staff of over 40 employees.
  • Collaborated with other hotel departments to successfully complete and implement special hotel projects and specialty assignments.
Assistant Front Office Manager
November 1995 to September 1997
Campton Place Hotel San Francisco, California
  • Responsible for all guest related operations at this four-star, luxury hotel, with a staff of 25 employees from various departments including: Front Desk, Communications, Reservations and Valet.
  • Managed the daily planning of activities, tours, reservations, and special requests for an exclusive clientele.
Assistant Front Office Manager
November 1989 to February 1995
Fairmont Hotel San Francisco, California
  • Successfully managed all guest related operations at this world famous 600 room luxury.
  • hotel.
  • Lead a staff of a staff of 30 employees.
  • Developed and implemented a new organized VIP and group check-in process.