Mckinley Ward
Fort Lauderdale,FL
Summary
Customer-oriented General Manager with 17 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
24
24
years of professional experience
1
1
Certification
Work History
General Manager
Hampton Inn By Hilton
01.2019 - 11.2023
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Analyzed market trends and competitor activities to create competitive advantages.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Collaborated with sales teams on promotional strategies designed to drive increased interest in lodging at our establishment.
- Oversaw day-to-day operations of 150-room hotel with staff of 33 employees.
Support Tech
Integrity Solutions
04.2014 - 12.2019
- Configured hardware, devices and software to set up workstations for new employee servers and systems to keep networks fully operational during peak periods and supported end-users with software, hardware and network standards and use processes.
- Collaborated cross-functionally with diverse teams to achieve shared objectives in a timely manner.
- Created support documentation that enabled User community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Created help desk tickets,
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtime.
- Provided Tier 3 IT support to non-technical internal users through desk-side support services.
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Tested new software and hardware prior to deployment.
- Created user accounts and assigned permissions.
General Manager
Hampton Inn By Hilton
09.2005 - 05.2014
- Managed property operations on day-to-day basis to assure optimum performance and continual improvement.
- Coordinated, directed and managed staff of 45+ employees and everyday hotel operations to achieve profitability, guest satisfaction, and efficiency while maintaining standards set by brand standards assuring 100% guest satisfaction.
- Responsible for preparing property budget and forecasts.
- Managed labor standards and property level expenses to achieve maximum profit to bottom line.
- Monitored collection of in-house guest balances and direct bill receivables, commission payments by vendors, and issuance of refund checks.
- Worked with Marketing department and director of Sales to manage all sales activities of our property and meet revenue objectives.
- Established standards for personnel administration and performance, service to patrons, room rates, advertising, publicity, credit, and type of patronage to be solicited.
- Supervise maintenance and renovation repairs/orders.
- Delegating responsibilities and supervising business operations.
- Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers,
- Assessing employee performance and providing helpful feedback and training opportunities.
- Resolving conflicts or complaints from customers and employees.
- Analyzing information and processes and developing more effective or efficient processes and strategies.
- Establishing and achieving business and profit objectives.
- Generating reports and presenting information to upper-level managers or other parties.
- Ensuring staff members follow company policies and procedures.
Assistant General Manager
Isle Of Capri Casino And Resort
02.2000 - 07.2005
- Responsible for providing leadership for all casino operations and employees.
- Effectively maximizing productivity and efficiency by incorporating creative and competitive business strategies while simultaneously evaluating operational performances and supervising employees.
- Take part, develop, and implement in SMC Strategic Plan as it relates to future growth of our organization.
- Motivates and leads high-performance management team; with Human Resources attracts, recruits and keeps required members as needed; provides mentoring and coaching.
- Boosted yearly profits through process optimization and improved training
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Planned and prepared work schedules for 145 employees to assign employees to specific duties.
- Built and strengthened area partnerships to reap benefits such as new revenue channels and enhanced public awareness.
- Coordinated with General Manager in different operational issues and promotional activities.
- Generated operational reports for management on monthly schedule.
Education
Hotel Management: Distribution, Revenue And Demand
ESSEC Business School
04.2020
Bachelor of Science - Hospitality Administration And Management
San Diego State University
San Diego, CA05.1999
Skills
- Outstanding communication skills
- Brand Management
- Staff Management
- Financial Reporting
- Sales and Marketing
- Facility Management
- Strategic planning and analysis
- Decision-Making
- Opera Software Proficiency
- Problem-Solving
- Teamwork and Collaboration
- Flexible and Adaptable
- Leadership
Accomplishments
- Created continuous revenue streams for the resort by promoting an array of services to guests and clients including spa, salon, upscale restaurants and the casino.
- Exceeded quarterly objectives by as much as 42% on a regular basis.
Certification
Timeline
General Manager
Hampton Inn By Hilton
01.2019 - 11.2023
Support Tech
Integrity Solutions
04.2014 - 12.2019
General Manager
Hampton Inn By Hilton
09.2005 - 05.2014
Assistant General Manager
Isle Of Capri Casino And Resort
02.2000 - 07.2005
Hotel Management: Distribution, Revenue And Demand
ESSEC Business School
Bachelor of Science - Hospitality Administration And Management
San Diego State University