Brian Bourque
Tewksbury,MA
Summary
With over 20 years of experience in the hospitality industry, I have advanced from a guest service agent to a General Manager. I possess a strong understanding of all hotel departments, allowing me to effectively manage operations and lead teams. I excel in multitasking, especially in busy situations, where I prioritize providing exceptional customer service and finding creative solutions to guest issues. Additionally, I have successfully overseen hotel renovations, ensuring smooth operations throughout the improvement process. My dedication to delivering quality service and fostering a positive environment benefits both guests and staff alike.
Overview
10
10
years of professional experience
Work History
Vice President of Operations
Battery Shop New England
04.2024 - Current
- Leading diverse operational aspects across Corporate Office and satellite locations.
- Worked with regional Sales Departments to boost synergy.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
General Manager
Hampton Inn
12.2023 - 03.2024
- Delegated responsibilities to streamline departmental workflow.
- Established robust alliances with Sales to elevate performance and profits.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
Operations Manager
Hilton Garden Inn
01.2023 - 10.2023
- Ensured exceptional service across Food & Beverage and Housekeeping teams.
- Participated in key initiatives to boost guest experience during renovations.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
General Manager
Best Western Plus
06.2018 - 08.2022
- Guided and mentored Assistant General Manager to enhance team performance.
- Led rebranding efforts for two sister properties, boosting visibility.
- Secured ongoing business through top-notch client relations, achieving 100 room nights weekly.
- Demonstrated resilience and strategic foresight despite limited sales resources.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
Guest Service Manager
Crown Plaza
06.2017 - 06.2018
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
Assistant General Manager
Holiday Inn Express
09.2014 - 06.2017
- Served as Acting General Manager during transitional ownership period to ensure smooth operations.
- Demonstrated effective leadership, resulting in a 20-point improvement in service metrics.
- Led PIP crews to achieve project completion according to established specifications.
Education
General Manager Training -
Best Western
04.2019
General Manager Training -
Fairfield
01.2001
Skills
- Leadership
- Conflict resolution
- Problem Solving
- Operations management
- Brand Management
- Cost analysis and savings
- Strategic planning and execution
Professional Highlights
- Securing $1M piece of business during COVID
- Increasing GSS Scores by 20 points first three months at a hotel
- Developing associates to be able to work at the Corporate office
- Developing relationships with clients so they even contact after I stopped working at the hotel
Professionalreferences
- James Ware, 978-764-2882, 30+ years, Battery Shop New England
- Molly Mulholland, 603-785-7715, 8 years, Tru by Hilton
- Andreas Spove, 613-795-5312, 2 years, Best Western Premier
- Arthur Sorel, 781-552-0180, Hilton Garden Inn
Communication Skills
Dynamic and results-oriented professional with over twenty years of exemplary customer service experience, consistently exceeding expectations. Adept at swiftly mastering hotel operating systems, ensuring seamless operations and superior guest satisfaction. Known for my diplomatic approach, I effectively engage with staff and clients at all levels, fostering a collaborative and harmonious workplace.
Timeline
Vice President of Operations
Battery Shop New England
04.2024 - Current
General Manager
Hampton Inn
12.2023 - 03.2024
Operations Manager
Hilton Garden Inn
01.2023 - 10.2023
General Manager
Best Western Plus
06.2018 - 08.2022
Guest Service Manager
Crown Plaza
06.2017 - 06.2018
Assistant General Manager
Holiday Inn Express
09.2014 - 06.2017
General Manager Training -
Fairfield
General Manager Training -
Best Western
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