Senior Hotel Manager resume example

• As workstream lead, reviewed guest feedback, service recovery, room readiness, and operational handoffs in a daily leadership brief; assigned owners to recurring friction before it crossed shifts or departments.
• With responsibility for the review standard, managed forecast, occupancy, rate, channel mix, labor, and operating cost trade-offs with finance and commercial teams; made revenue decisions without obscuring service or staffing constraints.
• As workstream lead, built role-based opening and shift-readiness plans covering hiring, training, supplies, systems, and safety checks; gave each department an explicit readiness definition and escalation route.
• Reviewed occupancy, room readiness and staffing at the daily operations meeting, investigated repeated guest complaints, and compared recovery actions with subsequent service feedback.
• Owned a guest service shift review using guest requests and room readiness, resolved handoff gaps and completed the team briefing before the arrival peak.
• Built a revenue and budget review using matched occupancy periods, reduced avoidable overtime by 15% without reducing front-desk coverage and published the staffing assumptions.

• Audited safety, cash, access, food, and incident controls with evidence from each operating area; aligned review standards and decision owners across the participating teams. Working with partner teams, closed control gaps with verification rather than accepting verbal completion.
• Reviewed shift notes for unresolved guest or service issues, coordinated the response with the relevant team, and checked that the promised resolution was delivered before closing the item.
• Prepared the next shift for a service disruption by confirming staffing, reservations and unavailable facilities. Agreed a guest-facing explanation and checked that the front desk and service team offered the same resolution.

• Built role-based opening and shift-readiness plans covering hiring, training, supplies, systems, and safety checks; aligned review standards and decision owners across the participating teams
• Created a simulated service plan with guest needs, staffing, supplier commitments and a disruption scenario; checked readiness by department and assigned a decision owner for unresolved dependencies.
• Walked through a late-arrival and service-recovery scenario, updated the run sheet and handoff notes, and reconciled the revised plan with budget, access and safety constraints.
• Owned the simulated service rehearsal using timed guest requests, resolved conflicting handoff instructions and completed an accessible service-recovery checklist.

Relevant coursework: Hotel operations, food service, revenue management, convention planning

• Published a personal service-design note using the rehearsal log, explaining queue priorities, food or guest safety boundaries and when frontline staff should escalate an exception.