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Skillful Rooms Division Manager resume

Lori A Simpson
Executive Profile

Accomplished hotel executive experienced in managing all levels of hotel operations and developing high functioning teams to deliver superior results with revenue streams, financial results and customer satisfaction.

Skill Highlights
  • Strong leadership and communication skills
  • Multi property operations management
  • Thorough knowledge of Marriott, Starwood, IHG & Hilton brands and tools
  • Fosters strong relationship building skills across all organizational levels
  • Talented mentor & coach
  • Enthusiastic motivator 
  • Highly effective problem solver
Professional Experience
Associate Director, New Builds & Transitions, Operations
May 2014
Starwood Hotels & Resorts Stamford, CT
  • Responsible for delivering on brand conversions/openings for all of Starwood's franchised brands.
  • Provide direction to ownership, management company and property teams on all opening milestones and critical path process.
  • Ensure compliance with brand standards and programs by sharing tools and resources with opening teams.
  • Lead collaborative efforts to align teams and focus on urgency during critical periods to drive opening performance.
  • Educates teams on best practices to drive results with guest service metrics, quality assurance, reputation management, and utilization of all brand tools.
  • Authorizes openings of hotels on behalf of Starwood and verifies compliance with all opening criteria.
  • Builds solid relationships with owners and franchise companies to support continued brand growth.
Regional General Manager
March 2012 to February 2014
HHM Langhorne, PA & Ewing, NJ
  • Responsible for consistent performance in driving metrics in revenue, financial management, guest satisfaction for multi branded properties. (Element by Westin, 2 Courtyards, Residence Inn & Holiday Inn Express)
  • Instill culture and all HHM & Brand principals in daily operations of hotels and mentoring 4 first time GMs.
  • Produced superior double digit RevPar growth results for ownership for 2 consecutive years at Courtyard & Element hotels.
  • Element results showed GOP growth from 38.6% in 2011 to 41.3% in 2012 and 48.4% in 2013.
Area General Manager
November 2008 to March 2012
Courtyard Philadelphia Langhorne & Residence Inn Langhorne, Pennsylvania
  • Accountable for improving GSS performance consistently as Hersha top performer in respective brands, increasing top line revenues & GOP past two years and performing above Flow target YOY.
  • Brand champion for service standards and continued improvement each year with improved internal audit scores and associate satisfaction rates.
  • Responsible for recruiting and mentoring associates and proven track record of developing in- house supervisors and numerous promotions from within Langhorne properties.
General Manager
October 2006 to October 2008
Four Points by Sheraton Philadelphia Northeast Philadelphia, Pennsylvania
  • Accountability for all phases of $10.5 million complete building renovation and rebranding from Doubletree to Four Points by Sheraton at this 190 room property in Northeast Philadelphia.
  • Led team through extensive renovation, execution of successful strategies for repositioning hotel and transformation from limited service F&B to full service new concept restaurant and Micro brew bar.
  • This hotel transitioned on schedule and one of the fastest turnaround properties for the Four Points brand from Revenue Management standpoint.
  • During first six months, won NLRB secret ballot election to prevent unionization of Front Desk and Food & Beverage departments.
  • Member of team of GMs within Lodgian to develop new company mission statement and key strategies for implementation for entire company.
Director of Operations/Regional Lead
September 2003 to October 2006
Marriott Trumbull-Interstate Hotels Trumbull, Connecticut
  • Responsible for rebuilding a team of professionals to lead the operations of this 323- room high profile corporate property with extensive F&B.
  • Delivered consistent improved financial & guest results in this turnaround situation.
  • Implemented structured training programs, developed several new managers/supervisors and devised multiple guest service initiatives and recognition programs.
  • Achieved a green audit during a time when hotel in need of complete room renovation.
  • Regional liaison between corporate office and Rooms Operations for 10 full-service hotels.
  • Provide guidance, analysis, and support for properties in my cluster.
Director of Rooms
March 2001 to March 2003
Omni New Haven Hotel at Yale University New Haven, Connecticut
  • Responsible for all room operations in this 306-room, AAA 4-diamond property.
  • Assure delivery of impeccable service on a consistent basis, continuous training for all Rooms department associates and optimize opportunities for improving service throughout hotel.
  • Maintain superior cleanliness standards for all guestrooms as well as public areas.
  • Hotel rated in top 5 Omni hotels for financial performance and associate opinion surveys.
Director of Front Office
October 2000 to March 2001
Valley Forge Convention Hotel Valley Forge, Pennsylvania
  • Responsible for all front office operations at both the Scanticon Hotel & Conference Center and Radisson Hotel Convention Center.
  • The properties consist of 488 guestrooms with 160,000 sq.ft. of meeting space.
  • Significantly improved guest satisfaction scores for Front Office.
Director of Rooms
October 1999 to July 2000
Warwick Hotel & Towers Forest Hills H&R Philadelphia, Pennsylvania
  • Responsible for intensive training and structuring of all facets of room operations immediately following substantial property renovation and the reintroduction of the Warwick Hotel as a premier property in Philadelphia.
  • Directed all daily operations of rooms departments for this 545-room property and coordinated on finishing renovation punch-lists.
  • Responded to guest concerns and implemented various programs to enhance guest service experience.
Rooms Division Manager
June 1996 to October 1999
Eldorado Hotel & Resort- Richfield Hospitality Santa Fe, New Mexico
  • Responsible for daily operations as well as long range planning for this Mobil 4-star, AAA 4-diamond rated property that ran occupancy in the high 80s.
  • Directed a department of approximately 115 employees which included the following departments: Front Office, PBX, Night Audit, Bell & Door Staff, Garage Valets, Concierge, Butlers, Housekeeping, Turndown, Laundry, Security & Inns of Santa Fe (3 Remote managed Bed & Breakfast Properties).
  • Coordination of all capital projects relating for Rooms Department
  • Develop revenue strategies for independent hotel
  • Responding to any guest concerns, and focused on maintaining 4 diamond quality guest service throughout the hotel.
  • Hotel was repeatedly recognized within company as top performer for financial results and guest satisfaction.
Front Office Manager
October 1993 to June 1996
Eldorado Hotel & Resort Santa Fe, New Mexico
Assistant Front Office Manager
May 1993 to October 1993
Front Office Supervisor
December 1991 to May 1993
Sheraton Denver Tech Center-Richfield Hospitality Denver, Colorado
  • Responsible for overseeing all duties of the front desk in this 600+ room 4-diamond rated property.
  • Trained all new employees, responsible for assuring check-ins, checkouts, and all guest interactions met guest service standards.
  • Coordinated group convention registrations.
  • Founding member of hotel's Quality Assurance program.
Sous Chef
May 1990 to December 1991
Chatham Squire Restaurant Chatham, Massachusetts
  • Created daily specials, preparations of sauces, and all prep work related to menu items.
  • Worked sauté, grill, broiler & deli stations in this popular restaurant.
Hospitality Fellow
May 1988 to May 1990
Johnson & Wales University Practicum Properties Providence, Rhode Island
  • Responsible for weekly training programs for hospitality interns in all facets of hotel operations.
  • The properties were full service hotel and restaurants open to the public for the purpose of training hospitality interns in hotel operations.
  • My assignments included fine dining service, banquets, front desk, night audit, housekeeping, and guest services.
Education
Bachelor of Science : Hotel/Restaurant-Institutional Management Johnson & Wales University Providence, Rhode Island

Magna cum laude

High School Diploma : Culinary Arts & General Studies Upper Cape Cod Regional Vocational Tech School Bourne, Massachusetts
Honors & Certifications
  • Board of Directors-Bucks County CVB
  • GM Sales Leader of the Year 2010- Hersha Hotels
  • Team Leader of the Year 2005 Trumbull Marriott Hotel
  • Manager of the Year 1995 - Eldorado Hotel
  • Manager of the Quarter - 3rd Quarter 1994 - Eldorado Hotel
  • Who's Who Among American Colleges & Universities - 1989-1990
  • Marriott GM Certification for Courtyard & Residence Inn
  • Starwood GM Certification for Four Points & Element by Westin
  • Extended Stay Sales Edge by Marriott Certification
  • Starwood Le Meridien Service Culture Champion Certification
  • Star Guest Champion Super User
  • Leading Starwood
  • Starwood Welcome & Farewell Certified
  • Certified Food Safety Manager
  • TIPS 
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