Devon Patel
Oakland,CA
Summary
Dynamic and customer-focused hospitality professional with over 10 years of experience in hotel management, operations, and guest relations. A results-driven Hotel Manager with a proven track record of delivering exceptional customer experiences, resolving issues efficiently, and leading high-performing teams to exceed service standards. Adept at managing high-pressure situations while maintaining a strong focus on customer satisfaction, optimizing operational efficiency, and fostering positive relationships with both clients and staff. Passionate about creating memorable interactions and enhancing brand loyalty through outstanding service. Seeking to transition into a customer service-oriented role within a fast-paced, client-centric organization, where I can leverage my extensive hospitality expertise, strong communication skills, and leadership experience to drive exceptional service and contribute to organizational success.
Overview
13
13
years of professional experience
Work History
Hotel General Manager
Super by Wyndham 8 Fort Bragg
06.2019 - Current
- Oversee day-to-day operations of 53-room hotel with staff of at least 15 employees ensuring seamless guest experiences and high-quality service standards in all departments.
- Oversee financial planning, budgeting, and cost control, managing an annual revenue of $1.4 M + to maximize profitability.
- Analyze profit and loss (P&L) statements, identifying areas for cost savings and revenue growth.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Hired, trained and mentored frontline staff demonstrating best methods for serving clients and guests, to enhance customer interactions, satisfaction scores, and overall service quality.
- Increased hotel occupancy rates through outstanding customer service, effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Developed and implemented customer service initiatives that increased positive guest feedback and repeat bookings.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
- Handled guest complaints to maintain high guest satisfaction rates.
- Improved overall guest satisfaction by over 10 % year over year by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Evaluated and promptly resolved lodging facility operational issues.
- Conducted regular performance evaluations for staff members to encourage professional growth and identify areas for improvement.
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services vital to hotel operations.
- Created targeted campaigns to increase bookings from leisure guests, corporate clients or group travelers during low-occupancy periods.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Oversaw renovations and refurbishments, ensuring minimal disruption to guests while enhancing overall property aesthetics and functionality.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
Assistant Hotel Manager – Guest Service Manager
Best Western Plus Airport Inn & Suites
09.2012 - 06.2019
- Assisted in managing hotel daily operations of a 78 guest room hotel with an average yearly revenue of 3.4 M
- Supervised front desk operations, ensuring seamless check-in/check-out and personalized guest experiences.
- Handled customer inquiries and complaints, demonstrating problem-solving skills and empathy.
- Implemented training programs to improve staff communication and service delivery.
- Assisted in organizing events and promotions to engage guests and improve occupancy rates.
- Assisted in handing hotel guest relations, and financial performance, addressing any issues promptly to minimize disruptions to guest services.
- Assisted in financial management, managed accounts payable and receivable, ensuring accurate financial tracking and reporting.
- Analyze profit and loss (P&L) statements, identifying areas for cost savings and revenue growth.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
- Optimized room inventory management, maximizing occupancy rates while minimizing overbooking incidents.
- Monitored online reviews and ratings from guests, implementing changes as necessary to address concerns or capitalize on positive feedback.
Education
Bachelor of Science - Human Biology
University of California, Merced
Merced, CA08.2013
Skills
- Guest relations
- Customer Experience Enhancement
- Conflict Resolution & Problem-Solving
- Vendor interaction
- Revenue generation
- Strategic planning and analysis
- Guest satisfaction
- Operations management
- Hospitality management
- Office and staff streamlining
- Marketing management
- Guest retention
- Staff training
- Regulatory compliance
- Staff training and development
- Guest complaint resolution
- Outstanding communication skills
- Staff supervision
- Communication & Interpersonal Skills
- Employee development
- Staff scheduling
- Multitasking in Fast-Paced Environments
- Property management systems
Timeline
Hotel General Manager
Super by Wyndham 8 Fort Bragg
06.2019 - Current
Assistant Hotel Manager – Guest Service Manager
Best Western Plus Airport Inn & Suites
09.2012 - 06.2019
Bachelor of Science - Human Biology
University of California, Merced
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