Constance Hill
Germantown,USA
Summary
Military Lodging Management Specialist in extended/limited-service class hotels. . Adaptable and agile executive with record of successful revenue results and leadership ability. Proven strength at building teams and strong client experience management culture, achieving and exceeding financial goals while never compromising guest and associate satisfaction levels. Looking to leverage knowledge and experience as Hospitality Manager. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Military Lodging Management Specialist
Navy Lodge Bethesda
01.2018 - Current
- Responsible for overall operations of AMHA Golden Pineapple rated limited/extended stay class property featuring 106 guest rooms location, Bethesda, MD
- Oversee daily operation in accordance with Management Company’s goal and objectives; provide timely reporting and accountability for operational decisions
- Coordinate 300K renovation, ensure Navy and Navy Lodge program quality Assurance for facility
- Scout out fix assets and compose quotes request.
- Prepare yearly budget and analysis, monthly forecast and ensures acceptable profit margins by closely monitoring labor, food cost, linen inventories, purchasing, and other expenses
- Daily review occupancy and weekly revising as needed to maximize profitability
- Coordinated COVID-19 ROM procedures with Base Commanders and created training paths for associates
- Reconciles direct bill, daily cash/credit card sales, and reservations
- Oversee hiring, training of Thirty-line level associates and two supervisors in all aspect of Navy Lodge Program operations including performance of duties, customer service accuracy, and disciplining
- Organize and maintain local partnerships.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Collected, arranged, and input information into database system
- Evaluated customer needs and feedback to drive product and service improvements
- Gathered, organized and input information into digital database
- Educated staff on organizational mission and goals to help employees achieve success
- Evaluated staff performance and provided coaching to address inefficiencies
- Frequently inspected production area to verify proper equipment operation
- Conducted regular reviews of operations and identified areas for improvement
- Developed effective improvement plans in alignment with goals and specifications
- Helped meet changing demands by recommending improvements to business systems or procedures
- Generated reports detailing findings and recommendations
- Developed and updated tracking spreadsheets for process monitoring and reporting
- Created and managed project plans, timelines and budgets
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
- Maintained database systems to track and analyze operational data
- Devised and implemented processes and procedures to streamline operations
- Observed packing operations to verify conformance to specifications
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
- Supported creation of detailed, technical financial models to value potential acquisition targets
Navy Lodge GM
Navy Lodge Sasebo
11.2005 - 01.2017
- Responsible for overall operations of AMHA Silver Pineapple rated limited/extended stay class property featuring 58 guest rooms location, in Japan Asia
- Oversee daily operation in accordance with Management Company’s goal and objectives; provide timely reporting and accountability for operational decisions
- Prepare yearly budget and analysis, monthly forecast and established profit margins by closely monitoring labor, food cost, linen inventories, purchasing, and other expenses; achieving and increased GOP in 2006, 2007,2008,2010,2011, 2012,2013, and 2014
- Daily review occupancy and weekly revising as needed to maximize profitability
- Reconciles direct bill, daily cash/credit card sales, and reservations
- Oversee hiring, training of seventeen line level Japanese associates and two Japanese supervisors in all aspect of Navy Lodge Program operations including performance of duties, customer service accuracy, and disciplining
- ASI (Associate Satisfaction Index) score of 81 in 2010, score of 85 in 2012
- Handles customer relations and disputes reconciliation duties over via phone, face to face, and internet
- Maintains Customer service rating of 4.8 from 5.0 percentile rating in 2006, 2007, 2008,2009,2010,2011, and 2012
- Coordinate renovation in Japan Asia, 2008 for $55,000 and $148,000 renovation in 2010
- Carlson Award Grand 2017
- Hospitality Award in 2010,2011, and 2015
- Community Service recognition letter from Chapel and First Class Association of USS Essex
- Letter of Appreciation Navy Legal Community.
Navy Lodge GM
Navy Lodge/Navy Exchange
07.2002 - 11.2005
- Responsible for overall operations of AMHA Silver Pineapple rated limited/extended stay class property featuring 50 guest rooms location, Mountain View CA
- Oversee daily operation in accordance with Management Company’s goal and objectives; provide timely reporting and accountability for operational decisions
- Prepare yearly budget and analysis, monthly forecast and established acceptable profit margins by closely monitoring labor, food cost, linen inventories, purchasing, and other expenses; achieving and increased GOP in 2003 and 2004
- Daily review occupancy and weekly revising as needed to maximize profitability
- Reconciles direct bill, daily cash/credit card sales, and reservations
- Oversee hiring, training of fifteen line level associates and supervisors in all aspect of Navy Lodge Program operations including performance of duties, customer service accuracy, and disciplining
- ASI (Associate Satisfaction Index) score of 76 in 2003, score of 77 in 2004
- Handles customer relations and disputes reconciliation duties over the phone, face to face, and over the internet
- Secured $34,000 in uncollected direct bills with in first year of service
- Conduct follow-up with Veteran Affaires Defense Accounting to ensure discrepancies were corrected
- Ensure compliance with all inspections, including Fire Marshall and NASA Departments
- Coordinated Marketing events with NASA and Army Recruiting Center
- Active with Mountain View Baptist Church and Hotel Association of Mountain View.
Education
No Degree - Nursing
Tidewater Community College
Norfolk, VASkills
- Microsoft word
- Excel
- Power Point
- Hospitality service management
- Ability to lead effective diverse international teams
- Empathic communication style
- Management Training
- Superior Interpersonal Skills
- Management Support
- Inventory management specialist
- Customer Inquiry Management (CIM)
Accomplishments
Certified Hospitality Administrator (CHA)
Leadership
True
Decision Making
True
Multitasking
True
Ethical
True
Education Certification
- Liberal Arts and Sciences (AA) Nursing, Tidewater Community College, Portsmouth, VA
- CHS Certified Hospitality Supervisors, American Hotel and Lodging Educational Institute
- CHA Certified Hospitality Administrator, American Hotel and Lodging Educational Institute
Personal Information
Team Player: True
Certification
- Certified Hotel Administrator (CHA) Amercian Hotel Lodging Education - [March 2014]
- Old Dominion University Executive Skills Development (Sept 2018)
- Goole entry level tech support (April 22)
Timeline
Military Lodging Management Specialist
Navy Lodge Bethesda
01.2018 - Current
Navy Lodge GM
Navy Lodge Sasebo
11.2005 - 01.2017
Navy Lodge GM
Navy Lodge/Navy Exchange
07.2002 - 11.2005
No Degree - Nursing
Tidewater Community College
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