Amanda Rich
Daytona Beach
Summary
Enthusiastic, experienced General Manager eager to contribute to success through hard work, attention to detail, and excellent team building skills. Motivated to learn, grow, and excel in the Hospitality industry.
Overview
21
21
years of professional experience
1997
1997
years of post-secondary education
Work History
General Manager
Spark by Hilton Ormond Beach Oceanfront
Ormond Beach
09.2023 - Current
- Lead the successful conversion of this 147-room property from an independent brand to a Hilton, aligning operations with brand standards and achieving key performance metrics during the transition.
- Serve as Project Coordinator for the reconstruction efforts post-Hurricane Milton, managing contractor relationships and ensuring timely completion within budget while incorporating Hilton's quality standards.
- Implement initiatives that resulted in a 20 percentage point increase in overall guest stay scores by enhancing service quality, conducting staff training, and optimizing operational processes.
- Oversee daily hotel operations, including guest services, housekeeping, and maintenance, ensuring an exceptional guest experience and maximizing revenue through effective marketing strategies.
- Develop and manage the annual budget, monitoring performance metrics, and implementing cost control measures to enhance profitability while maintaining high service standards.
- Foster a positive team culture by leading effective recruitment, training, and performance management processes to build a motivated and customer-focused team.
General Manager
Task Force General Manager
Various Locations
05.2022 - 09.2023
- Responsible for setting hotels up for long-term success through the execution of an effective transition strategy.
- Managed all aspects of the hotel focused on driving sales and profitability, guest and associate satisfaction and ensuring that appropriate brand standards were met.
- Experience with Hilton, Marriott, and IHG brands and PMS systems.
- Ensured that brand standards were met with the objective of meeting or exceeding guest expectations; communicating follow-up actions to the team as necessary.
- Developed quick and accurate assessments about the overall health of an assigned hotel. Leveraged my assessment of the hotel to develop strategies that are focused on optimizing the operation.
- Functioned as the primary strategic leader of the hotel with responsibility for all aspects of the operations, including guest and associate satisfaction, human resources, financial performance and sales and revenue generation.
- Proficiency in budget development.
General Manager
Holiday Inn Express and Suites
Belmont
09.2020 - 05.2022
- Delivered 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.
- Maintained a quality product. Ensured brand standards were followed.
- Ensured exceptional guest/employee relations.
- Maximized room revenues by anticipating and planning for market shifts; develops and monitors strategic marketing prospects; develops, implements and monitors annual business and marketing plans and participates in appropriate national marketing efforts.
- Maintained a proactive human resources function to ensure employee motivation, training and development, wage/benefit administration and compliance with policies and procedures and labor regulations.
- Monitored the performance of financial and operational plans for the hotel which supported the overall objectives of the corporation.
- Developed the annual budget and makes recommendations for capital improvements to enhance the assets of the company and brand loyalty.
General Manager
Holiday Inn Express
Saint Simons
08.2017 - 09.2020
- Increased Guest satisfaction scores by 15 percentage points in 90 days. Accomplished this by training and empowering staff to handle problems, raised standards on cleanliness and condition of property to meet guests' expectations, and by being hands-on with day to day operations.
- Increased Quality Assurance score of cleanliness by 31 percentage points within 60 days of being hired. Achieved this by regularly audited property, retrained back of the house staff, and coached operations manager. Created and completed action plans to target areas of operations and sales that needed to be improved.
- Performed all Human Resource functions including interviewing, hiring, and onboarding new team members. Also provided coaching and counseling to staff and made decisions regarding terminations. Tracked and controlled labor costs.
- Was a key part of the budgeting process for 2020. Forecasted market segmentation, expenses, and gross operating profit monthly for the entire year. Created sales and marketing plan for 2020 to increase numbers year over year.
- Met or exceeded budget expectations. Increased year over year GOP by 10 to 23 percent per monthly period. Ensured profitability by monitoring expenses and revenue management to increase ADR and Occupancy.
- Performed accounting for the property in regards to all Account Receivables to ensure hotel received timely payments. Processed invoices in M3 accounting system and tracked payments to vendors.
- Followed IHG Brand Standards. Ensured all brand-required training was completed and made sure to keep up to date with any changes.
General Manager
Red Roof Plus
Ann Arbor
08.2013 - 08.2017
- Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
- Oversee any salary, disciplinary or staffing/human resources-related actions in accordance with company rules and policies. Provide coaching and counseling to any employee in need. Practice an open door policy to encourage any guest or employee to come to me with any problems.
- Demonstrate brand citizenship by maintaining compliance with all required brand standards, behaviors, and franchise agreement mandates.
- Drive improvement in guest satisfaction goals. Collaborates with colleagues and hotel team members to establish and implement services and programs that meet or exceed guest expectations.
- Make time to interact with guests, solicit feedback and build relationships to ensure guest satisfaction and repeat business.
Operations Manager
Holiday Inn Express
Ann Arbor
01.2010 - 08.2013
- Responsible for overseeing all daily operations of a 107 room, high volume, limited-service hotel.
- Conduct interviews, involved in hiring, disciplinary process, documentation, and termination of employees.
- Ensured that all employees had IHG training was completed and all brand standards were met.
- Created employee incentive in order to reach monthly enrollment goals. Increased the amount of enrollments by 200% during my employment there. Increased recognition scores from 72 to 84 on Heartbeat.
- Increased Overall Satisfaction scores from a Guest Love average of 74.3% to 88.6%. Put action plans in place, regularly trained staff on problem resolution, did property walks, was proactive concerning guest feedback.
- Increased all Service Scores from Guest Love average of low 70 percentile to high 90 percentile. Empowered staff to handle issues, followed up with guests personally, and made sure that guests were aware of my presence and regularly communicated with them.
- Ensuring that all staff follows brand requirements and standards. Made sure upper management new of any changes or updates to make sure the property itself stayed current with brand standards.
- Handled all Social Listening and Heartbeat surveys. Answered all online comments.
Director of Sales
Holiday Inn Express
Novi
04.2007 - 01.2010
- Responsible for determining appropriate sales strategies in all market segments to maximize hotel revenues.
- Evaluated market segments to create target areas to increase revenue. Increased room sales for the SMERF market by 8% by using this process to identify room for growth in this market.
- Increased ADR for group by $9.00 for 2013 by analyzing the group rates for the competitive set.
- Maintained current relationships with local and national accounts. Renewed contracts for these accounts with an average of a $5 increase for negotiated rates. Saturated these accounts by forming new relationships with alternative contacts to maximize productivity of these accounts.
- Built new relationships with new local accounts resulting in 5 new local negotiated rates that are currently $10 above previous negotiated rates.
- Observed the market, identified trends, and monitored main competitors. Used this information to create sales target, set negotiated rates, and set group rates.
- Created programs for the front desk to generate leads from arriving guests or guests making reservations.
General Manager
Residence Inn
Flint
03.2005 - 04.2007
- Developed short term and long term financial and operational plans for the hotel. Prepared the annual hotel budget.
- Tracked and adjusted budgeted expenses and established payroll controls to obtain and acceptable flow through during a period of lost revenue.
- Remained an active role in the hotel's sales process. Evaluated business, approved proposals, and attended sales calls.
- Monitored the performance of the hotel through verification and analysis of guest satisfaction systems. Initiated corrective action using SMART goals.
- Maintained product and service quality standards by conducting ongoing evaluations and inspections.
- Performed human resource functions to ensure employee motivation, and training and development.
- Established and maintained a preventative maintenance programs to protect the physical assets of the hotel.
- Developed new programs which resulted in an increased level of guest satisfaction and operational excellence.
Education
Robichaud High School
Dearborn, MISkills
- Accounting & Budgeting
- Proficient with PMS systems
- Experience with Profit Sage and M3 accounting systems
- Excellent interpersonal and communication skills
- Hotel General Management
- Operations Management
- Front Office Management
- Sales and Marketing Management
- Revenue Management
- Experience With Hilton
- Choice International
- IHG
- Marriott Brands
- Familiar With Various PMS Systems
- Extranet Systems
- Credit Card Processing Systems
- ONQ Certified
- IHG Certified General Manager
- Skilled in employee relations
- Employee retention
- Poised under pressure
- Hilton General Manger Certification
Hobbies and Interests
- Theater
- Reading
- Gardening
- Traveling
Timeline
General Manager
Spark by Hilton Ormond Beach Oceanfront
09.2023 - Current
General Manager
Task Force General Manager
05.2022 - 09.2023
General Manager
Holiday Inn Express and Suites
09.2020 - 05.2022
General Manager
Holiday Inn Express
08.2017 - 09.2020
General Manager
Red Roof Plus
08.2013 - 08.2017
Operations Manager
Holiday Inn Express
01.2010 - 08.2013
Director of Sales
Holiday Inn Express
04.2007 - 01.2010
General Manager
Residence Inn
03.2005 - 04.2007
Robichaud High School