Hotel General Manager Resume Example

General Manager · The Scarlet Hotel

San Francisco, CA · 2019 - Present

• Increased annual revenue by 22% ($4.5M to $5.5M) and RevPAR by 18% over three years for a 60-room luxury boutique hotel, exceeding competitive set averages.
• Elevated guest satisfaction scores (GSS) from 88% to 95% by implementing a personalized guest recognition program and enhancing service training protocols.
• Spearheaded a complete renovation of the hotel's award-winning restaurant and bar, resulting in a 30% increase in F&B revenue within the first year.
• Reduced operational costs by 15% through strategic vendor negotiations and energy efficiency initiatives, improving Gross Operating Profit (GOP) by 5 percentage points.
• Cultivated a high-performance team of 75+ employees, decreasing staff turnover by 20% through enhanced training and mentorship programs.

Hotel Manager · The Viceroy Hotel

San Francisco, CA · 2014 - 2019

• Oversaw daily operations for a 150-room upscale hotel, managing a team of 80+ employees across all departments, including F&B, Front Office, and Housekeeping.
• Achieved a consistent 90%+ occupancy rate and a 10% year-over-year improvement in ADR by implementing dynamic pricing strategies and local partnership initiatives.
• Developed and launched a new concierge service, increasing guest loyalty program enrollment by 25% and positive online reviews by 35%.
• Managed a departmental budget of $8M, consistently meeting or exceeding financial targets and contributing to a 12% increase in departmental profitability.
• Coordinated with the sales and marketing teams to execute promotional campaigns, resulting in a 15% increase in repeat guest bookings.

Master of Management in Hospitality · Cornell University

Ithaca, NY · 2012 - 2014

• GPA: 3.9/4.0
• Dean's List

Bachelor of Science in Hotel Administration · University of Nevada, Las Vegas

Las Vegas, NV · 2008 - 2012

• Graduated Magna Cum Laude
• Awarded Hospitality Scholarship

General Manager · Kimpton Gray Hotel

Chicago, IL · 2019 - Present

• Achieved and sustained a 92% guest satisfaction rating (GSS) by implementing personalized service training and empowering staff, exceeding corporate benchmarks by 7%.
• Increased total revenue by 18% year-over-year in 2022 by optimizing pricing strategies, enhancing F&B offerings, and securing key corporate accounts, contributing to a 12% increase in market share.
• Managed a multi-million dollar annual budget, consistently reducing operational costs by 5% through efficient vendor negotiations and lean staffing models while maintaining high service standards.
• Led a team of 150+ employees across all departments, reducing turnover by 15% through mentorship programs, professional development, and fostering a positive work environment.

Assistant General Manager · The Talbott Hotel, a Joie de Vivre Hotel

Chicago, IL · 2016 - 2019

• Oversaw daily hotel operations, coordinating efforts between Front Office, Housekeeping, and F&B to ensure seamless guest experiences for a 149-room luxury boutique property.
• Improved operational efficiency by 10% through implementing new departmental checklists and cross-training initiatives, resulting in faster service delivery and reduced overtime hours.
• Managed guest relations, successfully resolving 98% of guest issues to satisfaction and elevating online review scores across platforms by an average of 0.3 points.
• Assisted in annual budget preparation and financial forecasting, contributing to a 5% improvement in departmental profit margins.

Store Manager · Neiman Marcus

Chicago, IL · 2012 - 2016

• Directed all aspects of a high-volume luxury retail store with annual sales exceeding $15M, consistently surpassing sales targets by an average of 8% annually.
• Recruited, trained, and managed a team of 45 sales associates and support staff, increasing team productivity by 15% and improving customer service scores by 20% in two years.
• Implemented innovative visual merchandising strategies and promotional events that drove foot traffic by 10% and increased average transaction value by 7%.
• Managed inventory control, loss prevention, and customer relationship management programs, reducing shrinkage by 2% and enhancing repeat customer engagement by 25%.

Bachelor of Science in Business Administration, Management & Marketing · DePaul University

Chicago, IL · 2008 - 2012

• Graduated Magna Cum Laude, GPA: 3.8/4.0
• Awarded Dean's List for 6 consecutive semesters
• Completed capstone project on luxury brand management and customer loyalty