Summary
Overview
Work History
Education
Skills
Certification
Timeline
GeneralManager

Nicole Hausner

Santa Clara,CA

Summary

Customer-oriented General Manager with 26 years of in-depth knowledge of marketing, strategy and operations 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

27
27
years of professional experience
1
1
Certification

Work History

General Manager

Embassy Suites Santa Clara
04.2022 - Current
  • Manage day-to-day operations of 258-room property with $22 million in annual revenue with team of 100 employees with six Executive Committee direct reports
  • Design strategy and set sales goals increasing 2022 hotel revenues YoY by $7 million
  • Maintain budgets and optimize expenses exceeding 2022 GOP budget by $1million, increase YoY of $4.4 million (flow-thru 58.5%)
  • Established development and implementation of annual incentive compensation plans
  • Train and mentor sales and revenue management teams to increase hotel market share; 2022 market share 22.3pts above fair share and rank #2
  • Create policies and processes growing customer satisfaction by 1.5 pts to same Brand
  • Enhanced operation efficiency and productivity by managing budgets, accounts and costs improving Rooms productivity to record year by 0.17
  • Oversee recruitment and training of new employees; onboarded 22 new team members and seven internal promotions
  • Evaluate suppliers to maintain cost controls and improve operations annual savings $50k
  • Evaluate and improve operations and financial performance; being voice of hotel and ROI project proposal and resurrecting old capital projects managing $1m of capital put into hotel including coordination of upcoming meeting space renovation
  • Prepare regular reports for Hilton and Ownership; present monthly, quarterly and annual financial reviews with comprehensive written analysis with metrics and milestones
  • Ensure staff follows and is trained in health and safety regulations
  • Provide regular solutions to issues that may occur; including but not limited to profit decline, employee conflicts, loss of business to competitors

Director of Hotel Operations /Task Force General Manager

Hilton Salt Lake City Center
07.2018 - 03.2022
  • Managed day-to-day operations of 499-room property with $32 million in annual revenue with team of 170 employees with six department head direct reports.
  • Acting General Manager during periods with GM absence during year 2021
  • Direct leadership over Rooms, F&B and Engineering departments; deliver business strategy and goal planning, menu engineering, improving productivity, execution of capital projects and building maintenance, and develop cost-management procedures.
  • Extensive P&L management; 2019 grew rooms and F&B profit by 2% and GOP +$548k to target.
  • Visionary with passion for leading, guiding, motivating.
  • Prepare variety of different written communications, reports and documents to ensure smooth operations and communications with ownership group.
  • Deliver exceptional level of service to each guest by listening to concerns and answering questions.
  • Innovative ideas generating additional revenues and improving guest satisfaction. 2019 SALT OS grew +0.5%, Helpfulness of Staff grew +0.7%, and Problem Resolution +1.0%.
  • Streamlined several hotel processes, budgets, and procurement strategies, leading to Flow-Thru of 67.3% to prior year, 36% bottom-line improvement.
  • Market analysis improving wage scales in departments resulting in improved productivities, reducing overtime and leased labor.
  • Hire and trained new team members, demonstrating best methods for serving guests and clients and build strong teams with trust and accountability.

Complex Director of Revenue Management

Waldorf Astoria Park City & Hilton Salt Lake City Center
06.2003 - 06.2018
  • Executive Committee for 5-Star luxury resort and downtown convention hotel.
  • Waldorf Astoria Park City Forbes 4-Star. Participated in extensive on-property training with Forbes.
  • Managed two hotels Revenue Management and Reservations Department teams operations including sales, productivity, distribution, market share, P&L, and individual development.
  • Evaluated and established standards and guidelines with support of five direct reports.
  • Collaboration with Sales teams for tactical deployment of initiatives and efficiencies including but not limited to room, banquet, and ancillary revenues.
  • Grew Market Share by 1.5% and GOP by 3.3%
  • Researched and developed new strategies to achieve company goals reaching financial and operational objectives.
  • Assisted in development plans for managing/retaining talent inside organization and for improving leadership strength.
  • Engagement with Front Office, Housekeeping, Food/Beverage teams to build guest loyalty, improve revenues and set stretch goals.

Complex Assistant Director of Revenue Management

The Pointe Hilton Resorts
08.1996 - 05.2003
  • 1,788 Rooms, Three Full Service Resorts generating weekly/monthly revenue forecasts and yearly budgets.
  • Developed and presented yield optimization strategies, based on analysis of competitors pricing, market dynamics and demand generators.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines with focus on relationship building with third parties.

Education

High School Diploma -

Mt. Prospect High School
Mt. Prospect, Illinois
06.1994

Skills

  • Mindful Listener
  • Negotiation
  • Presentation
  • Mentor
  • Sales Targets
  • Analytical
  • Problem-Solver
  • Time management

Certification

  • General Manager Certification, Hilton Global Leadership Development Program - 2019
  • Critical Issues Within Multiple Industries, Salt Lake Chamber Leadership Utah - 2016

Timeline

General Manager

Embassy Suites Santa Clara
04.2022 - Current

Director of Hotel Operations /Task Force General Manager

Hilton Salt Lake City Center
07.2018 - 03.2022

Complex Director of Revenue Management

Waldorf Astoria Park City & Hilton Salt Lake City Center
06.2003 - 06.2018

Complex Assistant Director of Revenue Management

The Pointe Hilton Resorts
08.1996 - 05.2003

High School Diploma -

Mt. Prospect High School

Similar Profiles

CREATE PROFILE
Nicole Hausner