General Manager
The Resort at Port Arrowhead
Total years of experience :9 years, 1 Months
210 rooms full service hotel with all departments, over 120 employees including 12 department heads. Established
and maintained smooth and cordial relationship between departments and team members to achieve the highest
standard of services and improve productivity. Allocated and controlled funds to departments, reviewed and
analyzed expenditures, financial and operations reports.
• Established weekly departmental meetings and biweekly staff meetings to discuss and improve services,
departments' performance, future events, marketing strategies and in-house groups' concerns.
• Improved hotel ratings on tripadvisor.com from number 11 to number 3 in the areas' top hotels.
• Negotiated and prepared trade agreements with Magazines, Radio and TV channels for advertizing to locals
and surrounding cities, promoted Golf and Holiday Packages to achieve higher occupancy.
• Managed over $800K payroll budget by working closely with heads of departments and supervised $1M in
projects expenditures
• Worked with accounts receivable and accounting departments to ensure all invoices are sent and payments
received on timely manner or late payment fee is applied and all group accounts are in good standing.
• Worked closely with engineering department to ensure all company vehicles, equipments and machineries
are in good conditions. Recommended and approved requisition of equipments, materials and supplies.
Analyzed operations/business processes; recommended and implemented corrective actions to restore income and
profitability, increase employee morals and raise customer satisfaction to turn around faltering 160-rooms hotel
• Transformed hotel into lucrative $4.6M worth through structural development, innovative
marketing/business strategies, enthusiastic guest relations and improved operations.
• Increased revenue growth of $700K to $1.4M the first year and maintained growth for the next 3 years.
• Established hotel's revenue history, higher occupancy with higher ADR and improved guest satisfaction.
• Decreased employee turn over by developing "team-spirited" organization of multi lingual employees.
Recruited as Front Office Manager and promoted to Assistant General Manager within few months to formulate new
development plans, tackle staffing problems and address customer satisfaction issues.
• Won multiple contracts with breakthrough accounts with major trucking companies by establishing sales
office.
• Actively engaged in marketing activities resulting in increased occupancy
• Responded to guests' issues on timely manner to prevent complains.
• Trained largely inexperienced staff to implement the highest standard of customer service and productivity
As a Management Intern for 18 months in Rooms Division Department (9 months Housekeeping and 9 months
Front Office) successfully covered the areas of Rooms in different buildings, Public Space, Special Projects,
Operations Support, Lost & Found and Rooms Control in different shifts as a supervisor in one of the world's largest
convention center having 3000 rooms and 2500 Employees.
• Plan and follow through on all projects completed and/or scheduled and assuring the knowledge of
chemicals, equipments and their usages to all concerned employees.
• Inspect and correct a predetermined number of guest rooms, VIP and VVIP suites on daily basis to assure
the highest quality of cleanliness according to the Hotel Policy.
• Employees' evaluation, Scheduling, Training, Coaching and Conducting Discipline
• Making same day reservations, guests check in/out and manage guest-billing difficulties. Handling guest
requests and complains.
• Selling and up selling guest rooms. Selling and making tickets for Company's Attractions in the Hotel and
in the City.
Accomplished 6 months internship under the supervision of experienced hotel management school teachers, worked
in all departments including Front Office, Housekeeping, Restaurant, Kitchen and Bar. One the most rewarding
experience for learning and to be utilized in future hotel job career.
• Responsible for Employees and students uniform, guest laundry, Off Premises hotel laundry and taking
care of all machines and equipments.
• Calling Departmental and Inter-Departmental meetings of interns and all Heads of Departments to discuss
improvements, learning matters and resolve problems.
• Cross trained in all Departments, wrote reports, took minutes of the meetings and performed special tasks.