CHERYL MELKONIAN
Lebanon,NH
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Meticulous leader with independent decision-making skills and sound judgement to positively impact company success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
General Manager
Holiday Inn Express & Suites
08.2021 - 05.2023
- Created and Managed budget implementations
- Reviewed P&L statement and adjusted revenue strategies and expenditures accordingly
- Attended bi-weekly revenue management meetings; discussed and implemented rate strategies to drive revenue by approximately 40% YOY.
- Recruited, hired, and onboarded new employees.
- Fostered positive work environment by promoting teamwork, open communication, and continuous employee development opportunities.
- Managed daily operations for smooth functioning of hotel, ensuring high-quality standards in all departments.
- With staff training and consistency, increased Guest Satisfaction Scores elevating hotel from 'at risk' category to 'reputable.'
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Maintained safety records and accident reports.
- Acted as Dual-Property GM when sister property's GM was away for extended periods of time.
Assistant General Manager
Residence Inn by Marriott Hanover/Lebanon
08.2016 - 08.2021
- Communicated relevant information regarding hotel operations with management and ownership teams.
- Assisted in driving hotel guest satisfaction scores to top 10%, globally.
- Assisted in recruiting, hiring, and onboarding new employees building a skilled workforce committed to excellence in service delivery.
- Enhanced communication among team members through regular meetings, promoting discussions about challenges and opportunities for improvement.
- Implemented changes in brand standards which included revisions made to collateral, dinner events, and mobile keys.
- Assisted in two transitions to two different hotel management companies.
- Managed Room inventory of 114 rooms during significant hotel renovation.
- Manager of the year for 2017 & 2019.
Front Office Manager
Residence Inn by Marriott Hanover/Lebanon
08.2015 - 08.2016
- Assisted in recruiting, hiring, and training of department personnel.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- AP: Coded, scanned, and submitted invoices via M3.
- AR: Monitored account balances, sent invoices, and posted payments on vendor accounts.
- Cash Handling: Prepared hotel deposits and delivered to bank.
- Delivered performance reviews, recommending additional training or advancements.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
Education
High School Diploma -
St. Johnsbury Academy
St. Johnsbury, VT06.1997
Skills
- Operations Management
- Flexible and open-minded to change
- Leadership and team building
- Problem Resolution
- P&L Management
- Detail-oriented
- Verbal and written communication
- Team Player
Certification
- Foundations of Leadership, Marriott International - 2011
- Operational Excellence, Marriott International - 2016
- Bistro Operations, Marriott International - 2024
Timeline
General Manager
Holiday Inn Express & Suites
08.2021 - 05.2023
Assistant General Manager
Residence Inn by Marriott Hanover/Lebanon
08.2016 - 08.2021
Front Office Manager
Residence Inn by Marriott Hanover/Lebanon
08.2015 - 08.2016
High School Diploma -
St. Johnsbury Academy
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