Christine Clark
Branson,MO
Summary
Dynamic General Manager with over 30 years of excellence in hospitality. Proven track record in enhancing guest satisfaction and optimizing operational efficiency through strong leadership and an “Above and Beyond” approach in all areas. Committed to integrity and accountability, consistently delivering exceptional results while fostering a positive team environment.
Overview
37
37
years of professional experience
Work History
General Manager
Spark by Hilton Branson Meadows
Branson, MO
04.2024 - Current
- PRE-OPEN: Officially hired 52 days prior to the hotel launch on May 23rd, with the hotel under major construction and staffed with only the DOS, (FOM and four housekeepers started 22 days prior to the launch), the following tasks were accomplished:
- Learn and implement Hilton systems.
- Complete Hilton-assigned pre-open 'Roadmap' tasks.
- Complete Hilton GM and Sales Training
- Set up vendor contacts and purchasing agreements.
- Purchase food and supplies for breakfast room and coffee carts.
- Assembled lobby market using Planogram for optimal layout. Purchased and stocked items to ensure inventory availability.
- Reviewed extensive video tutorials for the Market POS and inventory system.
- Scrubbed construction remnants and set up the Breakfast Room, the Guest Hospitality Room, and all common areas.
- Created an employee handbook.
- Created an Emergency Procedures Manual.
- Created new hire paperwork packets.
- Set up ADP and the time clock for payroll.
- From May 8th to 11th, our tiny team each took a floor, cleaned, and assembled 145 guest rooms, from 'construction dust' to complete guest readiness. This was a “mad dash” to be ready for our construction walk-through on May 16th, to get Hilton approval to open on the 23rd.
- On May 16th, we completed hiring for the remaining team and initiated training across departments on Hilton brand standards, PMS, and front desk procedures.
- POST-OPEN: May 23rd, 2024 - Throughout the summer, we addressed most of the outstanding construction concerns, resulting in a significant reduction of guest complaints regarding construction. We also continued ongoing training across all departments.
- In addition to the tasks necessary to successfully launch a new hotel, I also focused on my daily GM duties, overseeing all facets of hotel operations to guarantee exceptional guest experiences, enhance team performance, and optimize revenue.
- Please find additional experience and duties outlined in the two previous hotel employment sections of this resume, which also relate to my employment at Spark.
General Manager "On Deck"
PACE BRANSON, LLC
Branson, MO
11.2023 - 04.2024
- As the GM for the Barrington Hotel and Suites, I managed much of the pre-construction preparation for the upcoming Spark by Hilton conversion. I exited the Barrington in July 2023, coinciding with scheduled December renovations. With a secured verbal agreement to move forward as GM of the new 'Spark,' I tracked construction progress as the date moved from a March/April launch to an April/May launch. During this time, I prioritized personal commitments during the transition without seeking alternative job opportunities.
General Manager
Branson Towers Hotel
Branson, Missouri
07.2023 - 10.2023
- Oversaw daily hotel operations across Front Office, Housekeeping, Maintenance, and Food Services.
- Built strong relationships with team members and department heads to enhance operational effectiveness.
- Assisted in staff selection and completed all new hire paperwork.
- Trained team on Property Management System and maintained accountability for duties.
- Reviewed housekeeping reports daily for accuracy and compliance with standards.
- Maintained accurate employee hours in time and attendance system.
- Prepared weekly employee work schedules to optimize staffing levels, and control labor costs.
- Interacted frequently with guests to gather feedback on experiences.
- Ensure all billing disputes, guest inquiries, and guest complaints are handled properly.
- Maintains accurate records, including deposits, petty cash, and cash flow sheets.
- Oversee the balancing of room inventory and the proper recording of 'No Shows.'
- Control costs by adhering to standards of operations, forecasting revenue, scheduling, payroll control, and other expenses.
- Ensure that property, grounds, and work areas are maintained to standard.
- Routinely inspect rooms to ensure cleanliness and maintenance goals are met.
- Direct maintenance to ensure that any property issues are fixed in a timely manner.
- Assist DOS with groups' arrivals and their requirements.
- Adhere to all company procedures, regulations, and standard operating procedures.
General Manager
Barrington Hotel & Suites
Branson, Missouri
07.2022 - 07.2023
- Oversaw daily hotel operations across the Front Office, Housekeeping, Sales, Food Services, and Maintenance.
- Nurtured strong connections with team members and department heads to strengthen operational effectiveness and enhance guest satisfaction.
- Implemented staff selection and onboarding processes, ensuring efficient completion of new hire paperwork.
- Trained the team on the Property Management System and other responsibilities, ensuring accountability.
- Confirmed daily inspection of guest rooms, ensuring readiness for guest arrival.
- Verify and maintain daily employee hours in the time and attendance system.
- Organized weekly employee work schedules with emphasis on labor cost management.
- Focus on revenue and guest satisfaction, adhering to all brand standards, as well as the ownership company's goals.
- Monitored guest reviews on multiple platforms, responding promptly to feedback and inquiries.
- Interacted with guests daily to ensure guest satisfaction, and to obtain feedback about their experiences.
- Ensure all billing disputes, guest inquiries, and guest complaints are handled properly.
- Maintains accurate records, including deposits, cash flow sheets, guest AR aging reports, and direct billing.
- Review night audit reports daily to verify house balance accuracy.
- Manage room inventory balance and accurately record 'No Shows'.
- Confirm accuracy of OTA and FIT commissions before payment approval.
- Controlled costs by adhering to operational standards, forecasting revenue, and managing payroll.
- Review employee performance, and implement personnel actions such as disciplinary actions and terminations.
- Ensure that property, grounds, and work areas are maintained to standard.
- Monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions.
- Audit the par levels in all areas to ensure that all required hotel supplies are ordered and stocked in advance of need.
- Routinely inspect rooms to ensure cleanliness and maintenance goals are met.
- Direct maintenance to ensure that any property issues are fixed in a timely manner.
- Assist DOS with groups' arrivals and their requirements.
- Adhere to all company procedures, regulations, and standard operating procedures.
- Build owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results.
Vendor Relations Manager
Welk Resort Group, Inc
Branson, Missouri
08.2018 - 07.2020
- Procure and negotiate contracts with Branson area lodging properties, shows, attractions, and restaurants for the purpose of marketing and selling their products to the customers of Branson Tourism Center and Branson.com.
- Assist our marketing partners in the promotion of their products.
- Manage rates and inventory in our Extranet for the lodging properties we sell.
- Strategically evaluate and set commissions for the sales staff to drive sales.
- As changes are presented by vendors, adjust internal and online data.
- Troubleshoot and problem-solve to increase sales amidst a tourism slump.
- Train staff in sales techniques and company standards.
- Communicate with co-workers, management, clients, vendors, and others in a courteous and professional manner.
- In response to the Covid shutdowns, I worked closely with CSM to cancel and refund thousands of shows, attractions, and hotel reservations.
Director of Operations
Forever Grand Vacations
Branson, Missouri
08.2014 - 07.2016
- Facilities Management: Maintenance, Deliveries, Security, Cleanliness, and Atmosphere.
- Departments Managed: Quality Assurance (V.O.), Control Room, Front Desk, Gifting, and Ticketing.
- Processes: Creation and Improvement of Policies and Procedures, Database, Broker Allotments, and Ticketing.
- Staff: Recruitment, Scheduling, Training, and Development to Provide an 'Above & Beyond' Guest Experience.
- Brokers/Vendors: Create and Maintain Relationships and Contracts.
- Business Development: Maintain ongoing side projects that create additional revenue.
- AG & BBB: Communication, Resolution, & Response
Trainer/Bartender/Food Server
Black Oak Grill
Branson, Missouri
07.2012 - 03.2013
- Bartender: Responsibilities included serving guests food and beverages.
- Food Server: Responsibilities included serving guests food and beverages.
- Trainer: Trained bar and wait staff on menu knowledge and operational procedures.
Corporate Trainer / Bartender / Server / Service Manager
Hillstone Restaurant Group
Houston's Restaurant, California
05.1995 - 06.2003
- Hired as part of the 'Restaurant Launch' bar staff.
- Lead Bartender: Responsibilities included training new bar staff, as well as managing liquor inventory and ordering supplies.
- Lead Food Server: Responsibilities included serving guests, training wait staff, and end-of-day financial reconciliations.
- As a corporate trainer, I contributed to the successful launch of another new restaurant by training bar and wait staff. This included the complete setup of the new bar and ongoing training after the launch.
- As Service Manager; Oversaw front-of-house operations to ensure efficient service and customer satisfaction; Managed food expediting processes to maintain timely order fulfillment; Supervised front-of-house staff, providing guidance and support during shifts; Handled end-of-day monetary reconciliation to ensure accurate financial reporting; Secured premises after closing to protect assets and ensure safety.
Management / Bartender / Food Server / Cocktail Waitress
Stuart Anderson's
Black Angus Restaurant, California
03.1988 - 05.1995
- Oversaw restaurant operations during MOD shifts, managing finances and securing premises.
- Trained and scheduled wait staff to optimize service performance.
- Served drinks and appetizers during 'Happy Hour' and nightclub shifts.
- Managed cocktail service in a fast-paced nightclub environment.
- Facilitated high-volume day shifts in 'lunch counter/happy hour' settings.
- Coordinated team efforts to enhance customer satisfaction during peak hours.
Education
Bachelor of Arts - Music Education
California State University Los Angeles
Los Angeles, CA05-1990
Associate of Arts - Music Education
Fullerton College
Fullerton, CA05-1987
Skills
- Integrity and loyalty
- Accountability and adaptability
- Active listening
- Multi-tasking
- Strong work ethic
- Attention to detail
- Quick learning
- Positive mindset
- Servant leadership
- Training and team building
- Problem-solving expertise
- 30 years of customer service
- "Above and Beyond" Mindset
- Sales expertise
- Computer skills: MS Office and Google Drive
Affiliations
- God, Family & Friends
- Animals
- Music
- Trombonist
- History
- Cooking
- Food & Entertainment
- Interior Design & Construction
Languages
Spanish
Elementary
References
References available upon request.
Timeline
General Manager
Spark by Hilton Branson Meadows
04.2024 - Current
General Manager "On Deck"
PACE BRANSON, LLC
11.2023 - 04.2024
General Manager
Branson Towers Hotel
07.2023 - 10.2023
General Manager
Barrington Hotel & Suites
07.2022 - 07.2023
Vendor Relations Manager
Welk Resort Group, Inc
08.2018 - 07.2020
Director of Operations
Forever Grand Vacations
08.2014 - 07.2016
Trainer/Bartender/Food Server
Black Oak Grill
07.2012 - 03.2013
Corporate Trainer / Bartender / Server / Service Manager
Hillstone Restaurant Group
05.1995 - 06.2003
Management / Bartender / Food Server / Cocktail Waitress
Stuart Anderson's
03.1988 - 05.1995
Bachelor of Arts - Music Education
California State University Los Angeles
Associate of Arts - Music Education
Fullerton College
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