Jennifer Della-Penna
North Charleston,SC
Overview
17
17
years of professional experience
Work History
General Manager
Homecourt Hospitality
08.2023 - Current
- Monitoring day to day operations, training, implementing new procedures and incentives to create structure/boost moral
- Drive revenue by modifying sales strategies and achieving highest average daily rate and revenue per available room in company for 2023
- Analyze accounts receivable, collecting $100K+ within first 60 days of employment
- Evaluate accounts payable, ensuring all accounts are current within first 90 days
- Responsible for Human Resources- hiring, onboarding, training, associate rallies/recognition, benefits, coaching, and payroll
- Provide organization to department heads through daily standups, weekly one on ones, and weekly staff meetings
General Manager
Atrium Hospitality
12.2021 - 08.2023
- Prepared Budgets and Forecasts, successfully managed financial goals based on forecasted revenue
- Fostered Positive Culture with the implementation of incentive programs (sellout efficiency, room cleanliness and room PM's), monthly pep rallies, cookouts, active standups, and games
- In charge of posting jobs, finding new creative ways to find talent, retention, onboarding, training, coaching
- Reduced Contract Labor by 60% by working with second chance association and Indeed virtual interviews
- Exceeded Revenue by 110%
- Improved Brand Standard Audit from a 71.6% to an 86.3%
- Responsible for Capital projects, renovations, and insurance claims
- Increased Guest Satisfaction Scores by 6% YOY
- Raised ORM Scores from 4.0 to 4.53% YOY
- Consistently number 1 in the comp set in ADR, Occupancy, and Rev Par, exceeded RGI by 27%
- Increased Guest engagement with Cornhole, Holiday Dinners, game nights, charity fundraisers
- Certified in Connect U, ServeSafe, and T.I.P.S.
Assistant General Manager
Sheraton Norfolk Waterside Hotel
06.2018 - 12.2021
- Contributed to the increase in voice of the associate by 7%
- Secured a 1.6 M group three weeks into the pandemic
- Implementation Manager for transition from Starwood to Marriott, developing and overseeing the integration process
- Increase GOP 26%, increase ADR $6, increase catering 29%, pre-pandemic
- Responsible for brand initiative training- BSA, GXP, Empower, Guest voice, Land-IT, DLZ, and MHUB
- Improve Atrium CAAT by 14% and increase PLASMA Audit 8 points
- Assist with COVID preparedness team, Cleanliness Champion
- In charge of scheduling, labor control on a percentage of revenue and per occupied room.
Assistant General Manager
Crestline Hotels & Resorts
03.2017 - 07.2018
- Implemented new pool bar menu and roll out of Bistro 2.0
- Improved G.S.S
- Scores to # 2 in Crestline with brand standard training and role-playing
- Managed Engineering projects in the absence of Chief Engineer/CapEx Projects - Roof installation, awning installation, and hotel renovation
- Responsible for daily revenues, market share, and forecasting
- In charge of hiring, training, retention, and association appreciation events.
Front Office Manager
Winegardner & Hammons Hotel Group
06.2014 - 03.2017
- Built a new front desk culture resulting in a reduction in turnover by 79%
- Developed two GSR’s into a Front Desk Leads and 1 GSR into Front Office Manager - Managed Indeed, Galluped potential new hires, and scheduled interviews resulting in 10 new hires
- Achieved 100% on 2016 METS and Life Safety Audit
- Assisted F&B with plate up, cold line execution, expo, bar back, Starbucks, beverage inventory, menu rollouts, server certification, AM/PM dining room operations, and liquor inventory/ordering
- Contributed an additional 25K in room revenue by obtaining a new piece of business, implementing breakfast upgrades, developing a massage package and pet friendly fees
- Implemented Mobile Upgrade, Guestware Chat, Your Choice Housekeeping, and Art of Hosting driving Elite Appreciation to #25 out of 363, top 7% in Marriott International - YTD GSS Arrival Experience ranked # 5 out of 363, top 1% in Marriott International - Scored 98% on 2016 BSA Audit in Arrival Experience
- Decreased YOY Front Desk Labor Dollars by $3436
- Managed room inventory, rates, and sales strategy leading to increased occupancy by 1,586 rooms and an additional $216,393 in room revenue YOY.
Front Office Manager
Sage Hospitality
04.2007 - 04.2014
- Promotions- Front Desk Supervisor July 2008-September 2009, Front Desk Manager September 2009 to March 2011, Front Office Manager March 2011 to April 2014 - Managed a staff of 36 including bellman, doorman, valet, DTS, Front Desk, Night Auditors, Supervisors, and Concierge
- Improved Arrival Experience from top 23% to top 8% out of 84 Renaissance properties - Successfully earned Green status 3 years in a row on B.S.A
- Monitored labor, scheduling; and departmental expenses
- Implemented new Marriott Standards- Navigator Program, “Ready, Set, Discover”, and “Ready, Set, Experience”.
Education
B.S. Hotel, Restaurant and Tourism Management -
East Stroudsburg University
Skills
- Staff Supervision
- P&L Management
- Sales/Revenue Management
- Operational Assurance
- Human Resource Expert
Timeline
General Manager
Homecourt Hospitality
08.2023 - Current
General Manager
Atrium Hospitality
12.2021 - 08.2023
Assistant General Manager
Sheraton Norfolk Waterside Hotel
06.2018 - 12.2021
Assistant General Manager
Crestline Hotels & Resorts
03.2017 - 07.2018
Front Office Manager
Winegardner & Hammons Hotel Group
06.2014 - 03.2017
Front Office Manager
Sage Hospitality
04.2007 - 04.2014
B.S. Hotel, Restaurant and Tourism Management -
East Stroudsburg University
Similar Profiles
Gary JacksonGary Jackson
Social Media and SEO Manager at Homecourt MarketingSocial Media and SEO Manager at Homecourt Marketing
Mike StovesMike Stoves
Task Force Executive Chef at United Hospitality/Transformation HospitalityTask Force Executive Chef at United Hospitality/Transformation Hospitality
Henry HiranoHenry Hirano
Campus Finance Manager at Aimbridge Hospitality / Evolution HospitalityCampus Finance Manager at Aimbridge Hospitality / Evolution Hospitality
Stacy MejiaStacy Mejia
MRI Technologist at Ortho Sport and Spine PhysiciansMRI Technologist at Ortho Sport and Spine Physicians
Sharlene Smith-SimsSharlene Smith-Sims
Prep Cook at ASRC FederalPrep Cook at ASRC Federal