Christi Hanks
Weatherford,TX
Summary
Results-driven Senior Operations Leader and Regional Director with a distinguished record in the hospitality industry, specializing in multi-property management, operational excellence, and strategic business growth. Skilled in directing cross-functional teams, optimizing resource utilization, and implementing process improvements to drive profitability and enhance customer satisfaction. Known for leveraging market insights, budget management expertise, and talent development to achieve corporate objectives, expand market presence, and maintain brand distinction in competitive environments.
Overview
16
16
years of professional experience
Work History
General Manager Specialist – Palette Hotels
Esperanto Developments
09.2023 - Current
- Deployed targeted operational improvements that enhanced guest satisfaction scores by 11%, setting a benchmark for service excellence across properties
- Acted as a strategic partner in property transitions, PIP renovations, and conversions leading key initiatives in brand alignment and service optimization to uphold brand standards
- Project management of offboarding and onboarding properties within the organization
- Developed performance metrics and monitoring systems that resulted in improved efficiency and accountability across departments
- Mentored newly promoted General Managers, ensuring alignment with organizational goals and operational standards, improving onboarding efficiency
General Manager
Holiday Inn Express & Suites
Fort Worth, TX
07.2021 - 09.2023
- Spearheaded budgeting initiatives and P&L oversight that resulted in a 4% increase in profitability year-over-year
- Championed the successful execution of a customer loyalty initiative that boosted guest retention rates by 5%
- Led a team of 26 to surpass brand QA inspections and customer satisfaction benchmarks, achieving top ranking within the company’s region
- Enhanced team productivity through continuous training on company policies, brand standards, and customer service protocols
General Manager
Homewood Suites
Fort Worth, TX
09.2020 - 07.2021
- Managed daily operations, staff training, and process improvement initiatives, leading to a reduction in operational costs by 3%
- Initiated local partnerships and marketing efforts that increased market share in a competitive region by 2%
- Directed preventive maintenance programs and brand audits, consistently achieving high compliance ratings and minimizing unplanned expenses
General Manager
Candlewood Suites
Abilene, TX
06.2019 - 09.2020
- Delivered 3% cost savings by renegotiating vendor contracts and streamlining supply chain processes
- Developed and led staff engagement and retention programs, reducing employee turnover by 14%
- Increased operational efficiency through the implementation of standardized procedures and technology-driven improvements
Area Director of Sales
Candlewood Suites, LaQuinta Inn & Suites, Holiday Inn Express & Suites
Abilene, TX
10.2017 - 06.2019
- Directed a cohesive sales strategy across three properties, leading to a 8% revenue increase within the first year
- Forged strong relationships with corporate clients and local businesses, securing high-value accounts and increasing long-term bookings
- Conducted market analysis and competitor benchmarking to inform pricing and sales strategies, maintaining a competitive advantage and maximizing occupancy rates
- Partnered with General Managers on operations and QA inspections, fostering collaborative approaches to meet property and sales targets
Front Desk Agent
Holiday Inn Express & Suites
Abilene, TX
01.2017 - 10.2017
- Ensured seamless guest experiences by managing check-ins, coordinating with departments, and addressing guest concerns proactively
- Delivered high-level customer service that contributed to a 7% increase in positive guest reviews and repeat bookings
- Assisted General Manager with QA inspections, ensuring the property consistently met brand standards
Office Manager
Sandhills Electric
Andrews, TX
06.2008 - 03.2012
- Optimized office operations by implementing process improvements that boosted productivity by 12%
- Managed HR functions, including recruiting, training, and performance reviews, to maintain a highly skilled and motivated team
- Oversaw billing, collections, and contract negotiations, contributing to company profitability and high customer satisfaction
Education
High School Diploma -
Andrews High School
Andrews, TX05.1993
Skills
- Multi-Property Operations Management & Strategic Leadership
- Budgeting, Cost Control, & Financial Oversight
- Talent Acquisition, Development, & Retention
- Sales Strategy & Market Analysis
- Conflict Resolution & Relationship Building
- Cross-Functional Team Leadership
- Performance Optimization & Compliance Management
- Verbal Communications & Written Communications
- Proficient in Microsoft Office Suite, OnQ PMS, Opera PMS, Synxis PMS
- M3, Nimble Accounting Systems, ADP & PayDay iSolved Payroll Systems
- Coordination and Management for major projects
References
References available upon request.
Timeline
General Manager Specialist – Palette Hotels
Esperanto Developments
09.2023 - Current
General Manager
Holiday Inn Express & Suites
07.2021 - 09.2023
General Manager
Homewood Suites
09.2020 - 07.2021
General Manager
Candlewood Suites
06.2019 - 09.2020
Area Director of Sales
Candlewood Suites, LaQuinta Inn & Suites, Holiday Inn Express & Suites
10.2017 - 06.2019
Front Desk Agent
Holiday Inn Express & Suites
01.2017 - 10.2017
Office Manager
Sandhills Electric
06.2008 - 03.2012
High School Diploma -
Andrews High School
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