Joy Cowan
Dayton,OH
Summary
Results-driven Hotel General Manager with over 17 years of progressive leadership experience in the hospitality industry. Proven track record of building and managing successful hotel operations, developing high-performing teams, and achieving top-tier brand standards. Passionate about creating exceptional guest experiences and driving profitability through strategic leadership, operational excellence, and brand integrity.
Overview
11
11
years of professional experience
Work History
AGM, Inn Keeper - Hancock House
Home2 Suites by Hilton
Louisville
08.2022 - 12.2023
- Oversee daily hotel operations, ensuring brand standards, staff performance, and guest satisfaction remain at the highest level.
- Monitor P&L; performance, inventory, and budget compliance while mentoring assistant managers and department heads.
- Foster a positive and engaging work environment, achieving consistent SALT score improvements.
Home2 Suites by Hilton
Richmond
08.2020 - 06.2022
- Led ramp-up for new property opening, achieving 94% SALT survey score within first year.
- Maintained staffing levels and morale throughout pandemic challenges; reduced turnover by 20%.
- Handled P&L; analysis, M3 reporting, and financial forecasting, coming $1.9M under budget in 2021.
Home2 Suites by Hilton
Nashville Airport
09.2018 - 08.2020
- Managed operations, hiring, onboarding, and brand compliance across departments.
- Implemented team engagement strategies that boosted guest satisfaction and repeat visits.
- Oversaw inventory control, payroll, and cross-departmental communication to maintain consistency.
Tru by Hilton / Home2 Suites
08.2017 - 09.2018
- Assisted General Manager in coordinating dual-property setup and operations.
- Trained new staff on guest relations and brand service standards for Tru brand launch.
- Ensured property aesthetics and room presentation met or exceeded Hilton brand requirements.
Hilton Garden Inn
11.2016 - 08.2017
- Supervised hotel operations and financial reporting using M3 platform.
- Managed staff scheduling, inventory control, and department coordination.
- Delivered exceptional guest service, exceeding brand standards consistently.
Spirit Halloween
08.2016 - 11.2016
- Opened and managed seasonal retail location, overseeing staffing and operations.
- Directed setup, merchandising, and daily cash deposits while ensuring team morale and sales performance.
Smyrna Training Center
01.2016 - 08.2016
- Managed front office operations for 134-room property, handling daily reports and guest relations.
- Improved interdepartmental communication and guest service efficiency.
Hampton Inn & Suites Dayton South
Dayton
09.2014 - 02.2015
- Directed kitchen and health department operations, exceeding cleanliness and brand standards.
- Managed daily food inventory, compliance checks, and scheduling.
Wyndham Garden Dayton South
Dayton
05.2013 - 07.2014
- Supported sales and front desk operations, coordinating appointments and compliance documentation.
- Trained new hires and served as liaison for group guest relations and client accounts.
Skills
- Hotel Operations Management
- P&L & Budgeting
- Staff Leadership & Development
- Guest Satisfaction Optimization
- Brand Standards Compliance
- Strategic Planning
- Sales & Revenue Growth
- Inventory Control
- Multi-Property Oversight
Achievements Recognition
- 2021 Chairman Award recipient for Highest ADR and Highest Producing Ramp-Up Property
- Top Hilton Honors guest satisfaction scores at Doubletree Downtown Dayton
- Raised SALT survey scores from 62% to 88% within three months
- Employee of the Month multiple times across various properties
Timeline
AGM, Inn Keeper - Hancock House
Home2 Suites by Hilton
08.2022 - 12.2023
Home2 Suites by Hilton
08.2020 - 06.2022
Home2 Suites by Hilton
09.2018 - 08.2020
Tru by Hilton / Home2 Suites
08.2017 - 09.2018
Hilton Garden Inn
11.2016 - 08.2017
Spirit Halloween
08.2016 - 11.2016
Smyrna Training Center
01.2016 - 08.2016
Hampton Inn & Suites Dayton South
09.2014 - 02.2015
Wyndham Garden Dayton South
05.2013 - 07.2014