Catherine Cupp

• 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.
• Developed and implemented strategies to increase sales and profitability of the five F&B outlets and Day Spa.
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
• Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
• Fostered relationship with Board of Directors and provided guidance on maintaining the POA standards and property quality.
• Oversaw and worked with contractors to complete a partial $20M renovation.

During this tenure, I was promoted from a single site General Manager to a Multi-Site General Manager.

• Delivered exceptional customer experiences through personalized service offerings.
• Fostered a positive work environment to improve team morale and productivity levels.
• Reduced costs with thorough budget analysis and strategic financial planning.
• Streamlined operations for increased efficiency by identifying areas of improvement in workflow processes.
• Increased guest satisfaction scores, employee engagement results, company audit results, and decreased associate turnover.
• Developed multiple leaders within the organization.

• Increased customer satisfaction by addressing and resolving concerns in a timely manner.
• Implemented and maintained company standards for this newly opened resort.
• Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
• Mentored staff members, fostering asupportive work environment that enhanced employee performance and retention.
• Oversaw all departments within the resort and had direct oversite of F&B and Gift Shop operations.

During my tenure at this resort, I received multiple promotions and held three different roles in Front and Back of House operations.

• Collaborated closely with other departments to meet guest needs and provide best possible experience.
• Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
• Supported team members by offering constructive feedback and coaching as needed.
• Reviewed upcoming events and planned for expected challenges.
• Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
• Initiated the use of guest feedback surveys to identify areas for improvement and implement changes accordingly.
• Managed the maintenance teams for prompt repairs in guest rooms and common areas, maintaining a well-kept environment.

• Supported team members by offering constructive feedback and coaching as needed.
• Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
• Provided assistance to the guest services associates and managers, daily, and served as the night Manager on Duty.

• Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
• Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
• Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
• Led weekly team meetings to communicate upcoming promotions and current metrics to all departments.
• Provided accurate information to accounting to bill owner accounts for repairs and refunds due to unit challenges.

• Oversaw the associates and supervisors servicing the luxury suites at NASCAR tracks across the U.S. and coordinated with the national sales team to check the accuracy of orders prior to events.
• Trained new employees on company policies, procedures, and service standards to ensure consistent guest experiences across the team.
• Acted as a liaison between Front of House and Back of House departments, ensuring clear communication for seamless service delivery.
• Demonstrated adaptability in handling unexpected situations or challenges that arose during service hours, effectively addressing issues to maintain customer satisfaction levels.