AnJanette Mercer
Marana,AZ
Summary
Customer-oriented General Manager with 20 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
26
26
years of professional experience
1
1
Certification
Work History
General Manager
Desert Hospitality Management
08.2023 - Current
- Implemented operational strategies and effectively built customer and employee loyalty.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Managed budget implementations, employee evaluations, and contract details.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Area General Manager
Hampton Inn & Suites/Homewood Suites Downtown Omaha
06.2020 - 06.2023
- Responsible for the effective management of the Rooms, Food & Beverage, Front Desk, and Maintenance functional areas to maximize financial performance while upholding quality standards and maximizing levels of guest satisfaction
- Developed a realistic and attainable business plan and budget that defines operational goals and profitability objectives
- Managed full-cycle recruitment efforts; writing job postings, placing ads, screening resumes, scheduling interview appointments, interviewing potential candidates and ultimately making the final hiring decision in the end selection of employees in all departments
- Managed the on-boarding process and employee orientation in order to immerse the new employees into the company culture and explain workplace policies
- Planned and coordinated weekly and monthly staff and management meetings
- Processed / input payroll through payroll system; managed employee employee personnel records, entered employee changes into the Human Resources information system
- Planned and executed integrated marketing strategies to promote new business and maintain top 5 business accounts through advertising initiatives, including weekly sales calls, group promotional events
General Manager - Hampton Inn & Suites / Home 2 by Hilton
MH Hospitality
05.2018 - 02.2020
- Head of all aspects of operations at the hotel, which included hiring, training, and managing staff in all departments to perform jobs in the most cost effective and efficient way
- Oversaw administrative policies and procedures
- Lead business development, operational efficiencies, and strategic sales and marketing initiatives for the hotels
- Successfully built a corporate account base by attending trade shows and prospecting to generate and maintain new and current client accounts
- Implemented a new payroll system using ADP for all hotels of MH Hospitality
- Processed / input payroll through payroll system; managed employee employee personnel records, entered employee changes into the Human Resources information system
- Managed the on-boarding process and employee orientation in order to immerse the new employees into the company culture and explain workplace policies
- Prepared the annual budgets for all departments and assure operational budget limits
- Responsible for all purchases of the hotel
- Processed all Accounts Payables and Account Receivables
- Reviewed actual hotel performance against budgeted performance and prepared budget variance form explaining budget deviations
- Increased Quality Assurance score from 81.54% to 93.14%
Assistant General Manager
Courtyard by Marriott Aksarben Village
09.2017 - 05.2018
- Oversaw the operation and purchases for Front Desk, Housekeeping, Food & Beverage, and Engineering departments by setting objectives, measuring performance, and supervising the departments
- Ensured that guest satisfaction was first and foremost in accordance with Marriott's high standards
- Responsible for processing and tracking all departments biweekly payroll
- Processed Accounts Receivables
General Manager
DoubleTree by Hilton
12.2016 - 08.2017
- Supervised the day-to-day operations for all departments of the 179-room hotel, attached restaurant VIDA and guest
- Managed budgets/expenses, analyzed and interpreted financial information, and monitored sales and profits by utilizing data reporting
- Created daily bank deposits, established marketing efforts and handled customer complaint resolution
- Responsible for the approval of all purchases for the hotel
- Exceeded 2017 budget in room revenue by $500,000 and in food and beverage by $400,000
- Processed biweekly payroll for 50+ team members
General Manager - Hilton Garden Inn Omaha East Council Bluffs
Kinseth Hospitality Group
04.2015 - 12.2016
- Responsible for the financial performance for all hotel revenue, which included 153 rooms, breakfast and dinner restaurant, and 5000 sq
- Ft
- Of meeting space; accounts payable, payroll, cash handling and purchasing
- Managed Director of Sales and Director of Catering in developing accurate monthly, 90 day forecast development
- Worked closely with sales team to determine selling prices and new menus for catered events
- Reinforced standards for personnel on service to guest, room rates, advertising, publicity, sales goals, credit, food selection and service
- Responsible for the approval of all purchases to ensure
- Achieved an Outstanding Quality Assurance rating within six months' time period
Operations Manager
North Central Group
08.2007 - 08.2015
- Managed and organized the day-to-day operations in conjunction with the Regional General Manager
- Reviewed and approved the hotel payroll
- Responded to all guest surveys and complaints, ensuring guest satisfaction with resolution of the complaint or problem
- Supervised front desk, shuttle drivers, and security staff which included recruitment, orientation, training, scheduling, performance management, counseling, and other team member relations issues
- Assisted in maintaining product and service quality standards by investigating complaints and initiating corrective action and by conducting periodic room inspections
Resource Center Manager
Qwest/Century Link
03.1999 - 08.2007
- Responsible for call center workforce management, which included real time monitoring and queue management
- Represented management in workforce management labor disputes and grievances
- Managed all FMLA and short-term disability cases which included working with medical staff and caseworkers
- Extensive knowledge of CWA contract
- Scheduled 200 sales representatives' daily activities to ensure federally regulated productivity measurements were met and office guidelines were carried out
Education
High School Diploma -
Benson High School
Omaha, NESkills
- Customer Service
- Human Resources
- Payroll and Time Reporting
- Problem Solving
- Conflict Resolution
- Management of Staff
- Monitoring Contractors
- Strong Communication
- Interpersonal Skills
- Knowledge of working and negotiating with the CWA union
- Training
- Motivation of Others
- Workforce Management
- Expense Management
- Guest Relations Experience
- Profit & Loss
- Office Management
- Recruiting
- Shuttle Driving
- Facility management
- Staff management
- Effective leader
Certification
Nebraska Insurance License - Life and Annuities, Sickness, Accidental, and Health
Timeline
General Manager
Desert Hospitality Management
08.2023 - Current
Area General Manager
Hampton Inn & Suites/Homewood Suites Downtown Omaha
06.2020 - 06.2023
General Manager - Hampton Inn & Suites / Home 2 by Hilton
MH Hospitality
05.2018 - 02.2020
Assistant General Manager
Courtyard by Marriott Aksarben Village
09.2017 - 05.2018
General Manager
DoubleTree by Hilton
12.2016 - 08.2017
General Manager - Hilton Garden Inn Omaha East Council Bluffs
Kinseth Hospitality Group
04.2015 - 12.2016
Operations Manager
North Central Group
08.2007 - 08.2015
Resource Center Manager
Qwest/Century Link
03.1999 - 08.2007
High School Diploma -
Benson High School
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