Charles Lime
Omaha,NE
Summary
Accomplished leader specializing in elevating guest satisfaction and optimizing operational planning. Recognized for successfully implementing process enhancements and cultivating team dedication to service excellence, poised to utilize these strengths for organizational advancement.
Overview
13
13
years of professional experience
Work History
Director of Operations
Magnolia Hotel
Omaha, Nebraska
07.2023 - Current
- Elevated hotel ranking from #23 to #4 on Tripadvisor within two years through focused guest service.
- Oversaw daily hotel operations, resulting in high guest satisfaction scores and consistent quality service.
- Implemented skip-level engagement meetings to enhance staff commitment to guest service.
- Assisted in budget preparation and managed departmental expenses, contributing to $144k GOP increase in 2024 and $89k in 2025.
Assistant General Manager
Hilton Garden Inn Hotel
Council Bluffs, Iowa
02.2020 - 07.2023
- Supervised daily hotel operations, enhancing guest satisfaction through exceptional service.
- Resolved guest complaints promptly, reinforcing guest loyalty and improving service recovery.
- Trained staff members on proper procedures and policies, providing ongoing guidance and support.
- Managed inventory and procurement processes for hotel supplies and equipment, supporting seamless operations.
- Collaborated with adjoining Casino to enhance VIP players' experiences.
Steakhouse Manager
Jack Binion's Steakhouse
Council Bluffs, Iowa
02.2015 - 02.2020
- Enforced customer service standards and resolved customer issues to maintain high-quality service.
- Trained new employees on service standards and restaurant protocols to enhance overall guest experience.
- Implemented safety and cleanliness standards throughout the establishment.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Led team meetings and conducted one-on-one coaching sessions to foster continuous performance improvement.
VIP Player's Lounge Manager
Horseshoe Casino
Council Bluffs, Iowa
03.2013 - 02.2015
- Managed VIP reservations and accommodations for high-profile guests with attention to detail.
- Coordinated special events and promotions to effectively engage loyal customers.
- Collaborated with marketing teams to promote loyalty programs and incentives successfully.
- Developed relationships with regular patrons, fostering loyalty and trust.
- Explained club offerings and assisted with service needs, enhancing guest loyalty.
- Resolved guest inquiries and concerns promptly, ensuring high satisfaction levels.
Education
Bachelor of Arts - Music Performance
University of Nebraska At Omaha
Omaha, NE12-2011
Skills
- Project management
- Operational planning and analysis
- Budget and revenue management
- Process improvement and efficiency
- Quality assurance
- Team leadership and training
- Workforce planning
- Guest satisfaction
References
References available upon request.
Timeline
Director of Operations
Magnolia Hotel
07.2023 - Current
Assistant General Manager
Hilton Garden Inn Hotel
02.2020 - 07.2023
Steakhouse Manager
Jack Binion's Steakhouse
02.2015 - 02.2020
VIP Player's Lounge Manager
Horseshoe Casino
03.2013 - 02.2015
Bachelor of Arts - Music Performance
University of Nebraska At Omaha