Nancy Thomas
Birmingham,AL
Summary
Dynamic leader with a proven track record at Sonesta International Hotels Corporation and IHG - InterContinental Hotels Group, specializing in operations management. Demonstrated expertise in enhancing operational efficiency and customer satisfaction, leading to significant performance improvements. Proficient in developing targeted marketing strategies and comprehensive staff training programs, contributing to increased revenue and elevated employee engagement. Committed to achieving top-tier service excellence across all aspects of hospitality operations.
Overview
21
21
years of professional experience
Work History
Task Force General Manager
Sonesta International Hotels Corporation
Newton, MA
10.2024 - Current
- Managed budgeting and financial planning, including cost control measures to maximize profitability.
- Advised senior management on changes needed to improve operational efficiency.
- Managed front desk staff, housekeeping, maintenance, security and other departments within the hotel.
- Responded to and resolved guest issues or complaints.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Analyzed market data to identify trends in occupancy rates, pricing strategies.
- Reviewed financial statements and reports to assess operational performance against budget targets.
- Enhanced guest services through the integration of new technology and systems.
- Developed and enforced operational policies and procedures to improve overall efficiency.
- Coordinated renovation and maintenance projects, ensuring compliance with brand standards and safety regulations.
General Manager
Sonesta International Hotels Corporation
Hoover, Alabama
08.2014 - 09.2024
- Recruited, trained and empowered employees to achieve key performance indicators.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Ensured compliance with local health department regulations regarding food safety standards.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Completed day-to-day duties accurately and efficiently.
Director of Sales
IHG - InterContinental Hotels Group
Hoover, Alabama
09.2003 - 08.2014
- Analyzed market trends to inform business decisions and strategies.
- Conducted market research to identify trends, opportunities, and threats in the industry.
- Designed sales and service strategies to improve revenue and retention.
- Monitored progress by establishing plans, budgets and measuring results.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Tracked monthly sales to generate reports for business development planning.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
Education
Bachelor of Arts - Organizational Leadership
12-2023
Bachelor of Arts - Hospitality Management
12-2023
Skills
- Operations management
- Sales oversight
- Teamwork and collaboration
- Customer relations
- Operational efficiency
- Performance management
- Problem-solving aptitude
- Professionalism
- Project management
- Business strategy
- Employee engagement
- Staff training/development
- Regulatory compliance
- Marketing strategies
- Adaptability
- Quality assurance
Accomplishments
- IHG Director of Sales of the Year 2004.
- IHG Regional Director of Sales, 2007, and 2008.
- IHG Best of the Best Hotel 2012, 2014, 2019
References
References available upon request.
Timeline
Task Force General Manager - Sonesta International Hotels Corporation
10.2024 - Current
General Manager - Sonesta International Hotels Corporation
08.2014 - 09.2024
Director of Sales - IHG - InterContinental Hotels Group
09.2003 - 08.2014
The University of Alabama - Bachelor of Arts, Organizational Leadership
The University of Alabama - Bachelor of Arts, Hospitality Management
Similar Profiles
James BartiromoJames Bartiromo
Director of Group Sales at Sonesta International Hotels CorporationDirector of Group Sales at Sonesta International Hotels Corporation
Sylvia Claramunt-AcostaSylvia Claramunt-Acosta
Guest Service Agent at Sonesta International Hotels CorporationGuest Service Agent at Sonesta International Hotels Corporation
JACQUELINE L. HUNTERJACQUELINE L. HUNTER
Front Desk Agent at Sonesta International Hotels CorporationFront Desk Agent at Sonesta International Hotels Corporation