Brandy Duplechin Johnson
Waynesville ,North Carolina
Summary
Professional General Manager with extensive experience in hospitality management, prepared to lead hotel operations with focus on excellence and efficiency. Skilled in team leadership, customer service, and strategic planning, ensuring seamless operations and high guest satisfaction. Known for adaptability, strong communication, and fostering collaborative work environment. Consistently achieves results through effective problem-solving and innovative approaches. Oversaw full property renovations from start to finish.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Hotel General Manager
Holiday Inn Express Hotel Suites
01.2020 - Current
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Conducted regular performance evaluations for staff members to encourage professional growth and identify areas for improvement.
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services vital to hotel operations.
- Collaborated with sales teams on targeted campaigns to increase bookings from corporate clients or group travelers during low-occupancy periods.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Fostered a positive work environment by promoting teamwork, open communication, and continuous employee development opportunities.
- Encouraged community involvement by partnering with local organizations and sponsoring events that benefit the area.
- Oversaw renovations and refurbishments, ensuring minimal disruption to guests while enhancing overall property aesthetics and functionality.
- Organized special events and promotions to attract new clientele while maintaining excellent relations with existing guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Implemented innovative guest amenities to stay ahead of industry trends, distinguishing the hotel from competitors and offering unique experiences.
- Enhanced food and beverage offerings by collaborating with culinary teams on menu development, presentation standards, and pricing strategies.
- Increased customer service ratings through personable service.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Provided services efficiently and with high level of accuracy.
General Manager of Operations
Misty Mountain Ranch Bed and Breakfast
06.2013 - 01.2020
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Established standard operating procedures that enhanced employee performance.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
Owner Operator
Owner of Madcats Salon
02.2003 - 06.2013
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed business plan, processes and procedures to provide superior service to our customers.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Assessed income and expenses and adapted plans to improve profit levels.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
- Fostered strong professional network and partnership building skills to connect with quality leads.
- Optimized workflow processes through careful analysis of operational needs and resource allocation.
- Contributed positively to the local community through involvement in various events or charitable organizations.
- Collaborated with industry partners to expand networking opportunities, fostering mutually beneficial relationships that drove growth for all parties involved.
- Improved safety standards by regularly reviewing protocols and implementing necessary updates.
- Implemented sustainable practices, reducing environmental impact.
Education
Business Management - Business Management
Collin County Community College
Plano, TX06-2004
Bachelors in Accounting - Accounting And Finance
Collin County Community College
Plano, TX06-2002
Skills
- Brand management
- Guest relations
- Revenue generation
- Guest satisfaction
- Operations management
- Hospitality management
- Marketing management
- Staff training
- Safety procedures
- Regulatory compliance
- Cash handling
- Food and beverage operations
- Outstanding communication skills
- Property management systems
- Employee performance reviews
- Reservations management
- Revenue optimization
- Disciplinary action and termination
- Housekeeping oversight
- Expense reports
- Attention to detail
- Multitasking
- Reliability
- Organizational skills
Accomplishments
- Kept guests calm during Hurricane Helene through effective communication and dynamic listening skills which prevented serious injuries or fatalities.
- Carefully mentored newly hired employees on customer service techniques which helped improve focus on guests and visitors.
- Implemented strategic organizational systems and records management methodology to improve confidentiality, integrity and availability of critical business data.
- Promoted to general manager after 6 months with the company.
- Increased revenue by implementing a new system to track damages in rooms.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
- CPR/AED/First Aid Certification – American Red Cross or American Heart Association.
- Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute.
- ServSafe Food Protection Manager Certification - National Restaurant Association.
- ServSafe Food Handler's Certification
- First Aid Certification
Timeline
Hotel General Manager
Holiday Inn Express Hotel Suites
01.2020 - Current
General Manager of Operations
Misty Mountain Ranch Bed and Breakfast
06.2013 - 01.2020
Owner Operator
Owner of Madcats Salon
02.2003 - 06.2013
Business Management - Business Management
Collin County Community College
Bachelors in Accounting - Accounting And Finance
Collin County Community College
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