Kevin Chang
Queens,NY
Summary
Hospitality professional specializing in hotel operations, dedicated to optimizing efficiency and profitability. Demonstrated success in executing strategic initiatives that boost sales and elevate customer satisfaction. Acknowledged for exceptional team development and motivation in high-pressure environments.
Overview
23
23
years of professional experience
Work History
General Manager
Marriott Courtyard JFK International Airport
12.2023 - Current
- Company Overview: Total 166 Rooms Aimbridge
- Improving GSS
- Operational and Financial streamlining
- Ensuring Brand Standards are met
- Built Sales Team efforts for two markets
- Total 166 Rooms Aimbridge
General Manager
Hotel Indigo/ Springhill Suite Jamaica
New York, New York
05.2018 - 12.2024
- Company Overview: Total 309 Rooms Urgo Hotel Management/Hersha Hotel Management
- General Manager Certified in two brands Marriott and IHG
- Task Force General Manager for IHG, Marriott and Choice Hotels in Urgo Portfolio
- Opening Hotel Indigo and Springhill Suites Jamaica
- All opening financial from budgeting, pre opening and forecasting
- Built Sales Team efforts for two markets
- Total 309 Rooms Urgo Hotel Management/Hersha Hotel Management
General Manager
Holiday Inn JFK
Jamaica, USA
11.2015 - 05.2018
- Company Overview: 201 Rooms M&R Hotel Management
- Increase and maintain Guest Satisfaction Scores to exceed standards
- Implement all IHG Standards to encompass all departments as well as third party Food and Beverage
- Financial Management, budgeting, forecasting and all operational expense
- Achieved GOP of 4.6% over budget and 5.3% year over year
- Task Force Area General Manager from onboarding to daily operations
- Orchestrate and standardize daily along with future operations in all departments
- Sales goal development to have a strong presence in the market
- Awarded General Manager of the Year 2016
- 201 Rooms M&R Hotel Management
General Manager
The Holiday Inn Express JFK
Jamaica, USA
09.2014 - 11.2015
- Company Overview: 128 Rooms M&R Hotel Management
- Increase and maintained Guest Satisfaction Scores to meet or exceed standard
- Executed all IHG standards are meet within the hotel operation
- Financial Management, budgeting, forecasting and all operational expenses.
- Implemented and created operational structure from morning stand up meetings to weekly walk thru
- Development of all department heads financially to understand budgeting and forecasting expense
- Awarded Hotel of the Year 2015
- 128 Rooms M&R Hotel Management
General Manager
The Parc Hotel
Flushing
09.2013 - 09.2014
- Company Overview: 96 Rooms and Suites
- Opening of Property creating hotel culture, philosophy within Real Hospitality Management Guidelines
- Reporting to Ownership as well as Real Hospitality Management
- Working with M3 on Daily Report, Forecasting and Budgeting
- 96 Rooms and Suites
Director of Operations
Petit Ermitage
West Hollywood, USA
01.2013 - 05.2013
- Company Overview: 80 Suites and Private Rooftop Club
- Restructuring entire department and standardizing operations of front of the house
- Create and implement communication within all departments
- Develop financial management of daily audits, labor productivity and operations expense
- Increase guest satisfaction scores.
- 80 Suites and Private Rooftop Club
Operations Manager
Hotel Erwin
Venice Beach, USA
07.2012 - 01.2013
- Company Overview: 119 Rooms and Suites
- Increase customer satisfaction survey from 75% to 90%, by closely monitoring Market Matrix as well as Revinate Scores.
- Implementing Joie de Vivre standard operating procedures
- Recruitment along with creating a training program for Front Office Host as well as Guest Service Attendants
- Financial Management, forecasting, labor productivity and operation expenses
- 119 Rooms and Suites
Assistant General Manager
La Quinta LAX
Los Angeles, USA
01.2012 - 07.2012
- Company Overview: 287 Rooms and Suites
- Direct a staff of 85 employees in achieving in an increase of 15% of guest satisfaction scores. January guest satisfaction score was 70% current 85%. By ensuring all quality standards are met in all areas of the hotel including preventative maintenance and cleanliness
- Oversee all operations in occurrence with the General Manager by setting goals and implemented processes to resolve guest related issues and control expenses with particular focus on labor and productivity in accordance to annual budgets.
- Consistently delivered results that contributed to the mission and overall success of the hotel by accomplishing performance objectives focused on increasing revenues, guest and employee satisfaction and productive
- 287 Rooms and Suites
General Manager
Hotel 41 at Times Square
New York, USA
04.2002 - 08.2011
- Company Overview: 47 Rooms and Suites
- Opening of property with hotel cultures standards and philosophy.
- Developed orientations training manual along with SOP's to ensure maximum guest satisfaction.
- Created two team performance evaluation and training programs 'One on One' and 'Side by Side'
- Directly reported to two owners for all financials, operations, building and future projects.
- Created and developed comprehensive pre-opening budgets and yearly budgets along with monthly financial
- Continually streamline all expense and renegotiating contracts.
- Create 'Repeat Guest Program' to recognize and thank guests in efforts to build loyalty
- Coordinate and created all branding, social media marketing and PR strategies for hotel
- Achieved international guest market increased by 27%
- Optimize rates and occupancy levels through proactive yield management by increasing occupancy by 15% year over year with gains in REV/PAR/ADR
- Orchestrate the installation and training of Room Master, IQ POS, Open Hospitality, and Rate Tiger
- Redefine entire F&B operations from sit down dining to lounge with a heavy driven appetizer menu
- Developed relationships with Times Square Alliance, Ernest and Young, New York Times, Conde Nast, Donna Karan, The Gap, Ralph Lauren and many neighboring businesses
- 47 Rooms and Suites
Education
Bachelor of Science - Business Administration
University of Long Beach
CaliforniaSkills
- Budget management
- Operational strategy
- P&L management
- Brand standards
- Customer relationship management
- Sales development
- Revenue optimization
- Team training and development
- Effective communication
- Time management
- Financial administration
- Leadership and team building
Timeline
General Manager
Marriott Courtyard JFK International Airport
12.2023 - Current
General Manager
Hotel Indigo/ Springhill Suite Jamaica
05.2018 - 12.2024
General Manager
Holiday Inn JFK
11.2015 - 05.2018
General Manager
The Holiday Inn Express JFK
09.2014 - 11.2015
General Manager
The Parc Hotel
09.2013 - 09.2014
Director of Operations
Petit Ermitage
01.2013 - 05.2013
Operations Manager
Hotel Erwin
07.2012 - 01.2013
Assistant General Manager
La Quinta LAX
01.2012 - 07.2012
General Manager
Hotel 41 at Times Square
04.2002 - 08.2011
Bachelor of Science - Business Administration
University of Long Beach
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