Robin Alcorn
Round Rock,TX
Summary
Decisive Hotel General Manager with a proven track record of successfully handling daily operations and emergency situations at various properties. Ready to tackle any challenge related to business or customer needs. Adapts quickly to changing circumstances and excels at conflict resolution. Over 20 years of experience in the hotel industry, well-equipped to work under high-pressure situations. Expertise lies in driving turnaround for struggling properties, implementing innovative strategies to improve service, boost the bottom line, and increase revenues.
Overview
26
26
years of professional experience
Work History
General Manager
Holiday Inn Express & Suites Round Rock
11.2017 - Current
- Hands on Manager with experience in day-to-day operations of hotel and its staff with commercial accountability for planning, organizing and directing all hotel services, including front office , food &beverage, housekeeping,sales &maintenance
- Coordinated, directed and managed the staff and hotel operations to achieve profitability, guest satisfaction and efficiency while maintaining standards set by the company
- Developed maximum profits through cost and labor control
- Responsible for revenue management to ensure both properties achieved or exceeded Revenue, ADR, & Rev Par goals
- Maintained the highest standard of services to the guests, including maintenance and cleanliness for the guests' rooms and associated facilities
- Achieved a significant improvement in the Guest Heartbeat score, elevating it from Reputable to Superior Status within the first year, and successfully maintained this status throughout my tenure.
- Responsible for the preparation of property budget, forecasting and P&L reviews.
- Controlled all inventory and ordering of supplies for all departments
- Processing all aspects of accounting by reviewing, coding and approving all invoices
- Conducted appropriate meetings and coordinated with the other department heads to ensure that proper communication lead to guest satisfaction and maximum profit and productivity
- Monitored the collection of in-house guest balances, preformed daily bank deposits and verified all credit card transactions for accuracy
- Direct billed receivables and handled commission payments by vendors
- Completed Bi-Weekly payroll for staff up to 35
- Coordinated all group sales and all banquet/meeting sales
- Establish connections with all accounts by engaging in direct sales calls and conducting in-house prospecting.
- Consistently deliver results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues, guest and associate satisfaction and effectiveness and efficiencies
Task Force General Manager
Hotel Indigo Frisco
03.2019 - 10.2019
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Negotiated rates with corporate entities related to extended stay contracts.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Effectively recruited, onboarded, and trained personnel while overseeing all human resources operations for a team of over 50 members.
- Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
- Managed labor and property expenses to achieve maximum flow-thru to bottom line.
- Maximized revenue and profits of hotel food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.
- Oversaw food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Developed and launched entirely new menus for the restaurant, room service, and catering; developed outside catering menus for multiple local corporate offices
- Moved throughout dining,bar and kitchen areas, visually monitored alignment with food quality and service standards and took relevant corrective actions.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Conducted thorough evaluations of existing systems or processes, recommending adjustments as needed based on findings from data-driven analysis exercises undertaken periodically throughout tenure in role.
General Manager
Holiday Inn Express & Suites Hutto
08.2015 - 11.2017
- By the conclusion of my first year, my team and I reached the highest revenue the property had experienced in more than ten years, while also enhancing the OSAT score by 23 points, ultimately attaining Superior status.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements..
- Designed sales and service strategies to improve revenue and retention.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Implemented successful business strategies to increase revenue and target new markets.
- Monitored progress by establishing plans, budgets and measuring results.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Tracked monthly sales to generate reports for business development planning.
General Manager
Staybridge Suites
07.2010 - 08.2015
- Working with team for five years and have achieved an overall growth in revenue of 23% with 110% increase in Rev Par growth in 81 room all suites extended stay hotel
- GM of year 2012 & 2013
- Work directly with the all departments to manage all activities of the property including employees, maintenance, sales, budget, revenue management and profit/loss controls
- Set goals, motivate/ discipline employees; perform labor expense control, control of general expenses and resolve guest related issues in accordance with the company goals
- Responsible for all accounts payable and receivable including daily deposits and verification of credit card receipts
- Direct and manage property operations to assure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control)
- Overview all HR matters including interviewing, hiring, training, assigning work, coaching/counseling and performance appraisals for all departments.
General Manager
Holiday Inn Express Burnet
01.1999 - 03.2010
- Managed 75 room hotel and conference center with 3200 sq ft meeting space operations on a daily basis to assure optimum performance and continual improvement in guest service, employee professionalism and performance, sales/marketing, property appearance, and profit
- Able to achieve quality excellence award 8 out of 10 years and torchbearer in 2007.
General Manager
Sheraton Four Point Riverwalk
03.2004 - 12.2007
- Dual managed this full-service hotel along with Holiday Inn Express Burnet
- Directly manage all aspects of operations for two separate hotel locations with a combined 197 guest rooms
- Completely restructured the entire operations team, and all sales and marketing processes
- Championed the full renovation of both hotels utilizing a strict $4M budget
- Led full responsibility for the bidding and hiring of all contractors for renovation and PIP
- Devised and planned all capital expenditures, annual budgets and forecasts; oversaw all volume and profit objectives, P&L, operational strategies and programs
- Created and established a training program to enhance employee knowledge of best practices, while effectively managing staff and career development objectives
- Successfully acquired and secured an Elderhostel contract for $11M over three years
- Increased total rooms revenue by $2.7M, and food & beverage revenue by $1.1M within 1st year.
Education
Associates - Accounting
University of Mary Hardin-Baylor
Belton, TXGeneral Manager Certification Intercontinental Hotels Group 2003 & 2016 Sale Smart Certification Intercontinental Hotels Group -
IHG
01.2002
Skills
- Software Proficiency
- Microsoft Word, Excel, Power-Point, Concerto, N2 Pricing Opera 55, InnLine Voice Mail and Hitachi, Mitel PBX, Sales Pro, STS, Quore, & M3 Accounting, Sertifi, Canary
- Recruitment
- Leadership and team building
- Operations Management
- Business Development
- Risk Mitigation
- Vendor Negotiations
- Budgeting and Cost Control Strategies
- Customer Relationship Management
- Cost Reductions
- Profit and Loss Accountability
- Market Growth
- Training and coaching
- Quality management
- Advertising and marketing
- Budget development
- Human resources management
References
REFERENCES
References furnished upon request.
Timeline
Task Force General Manager
Hotel Indigo Frisco
03.2019 - 10.2019
General Manager
Holiday Inn Express & Suites Round Rock
11.2017 - Current
General Manager
Holiday Inn Express & Suites Hutto
08.2015 - 11.2017
General Manager
Staybridge Suites
07.2010 - 08.2015
General Manager
Sheraton Four Point Riverwalk
03.2004 - 12.2007
General Manager
Holiday Inn Express Burnet
01.1999 - 03.2010
Associates - Accounting
University of Mary Hardin-Baylor
General Manager Certification Intercontinental Hotels Group 2003 & 2016 Sale Smart Certification Intercontinental Hotels Group -
IHG
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