Summary
Overview
Work History
Education
Skills
Accomplishments
Related Customer Service Qualifications And Success
References
Timeline
Generic

Olivia Green

Havertown,PA

Summary

Customer-oriented General Manager with 20 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

16
16
years of professional experience

Work History

General Manager

Hampton By Hilton
04.2021 - Current
  • Increased brand standard scores by 10% YOY.
  • Assisted with union negotiations and helped to minimize cost to ownership.
  • Increased internal audit scores by 40% YOY.
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth
  • Executed marketing, sales and operational activities, producing results that met or exceed the hotel goals.

General Manager

Hampton Inn Philadelphia Airport
07.2017 - 01.2021
  • Creating budget templates and ensuring hotel is financially set up to meet required yearly goals
  • Self-starter with a proven track record of meeting budgets, an understanding of P&L statements and cost/inventory control
  • Consistently delivering results that contribute to it's mission and overall success of the hotel by accomplishing performance objectives focused on business revenues, guest and associate satisfaction
  • Regular ongoing monitoring of staff to ensure the adherence to pre-established policies and procedures, delegation of duties, property inspections, willingness and ability to engage in effective communication with guests, corporate clients, and ownership

General Manager

Holiday Inn Express
07.2013 - 07.2016
  • Responsible for interviewing, hiring and training employees
  • Addressing all guest and associate complaints appropriately
  • Liaison between corporate accounting and ensuring proper cash flow while maintaining all accounts receivables and payables
  • Certified IHG Guest champion to ensure OSAT scores are above brand average
  • Complete accounting end of the month packet and conduct P&L review with cooperate accounting personnel monthly
  • Lead hotel sales efforts and maintained revenue with exceeding budget by $75k for first quarter of 2014
  • Continued to see revenue increases YOY exceeding budget revenues by $400K for 2015.

Assistant General Manager

Courtyard By Marriott Airport- Marriott Managed
05.2009 - 12.2012
  • Created/Maintained daily cash deposits, Accounts payable & Accounts receivable, Prepared accounting period end where I received compliance of 90% monthly
  • Championed/Rolled out the Franklin and Covey “WIG” Process where our GSS OSAT scores increased from 64% (red zone) to 78 percent (clear) in 2011
  • Maintained excellent customer relations with key sales accounts; PNC, United Airlines/Continental Airlines and Piedmont/US airways
  • Restructured hotel hiring/positions and eliminated positions that were unnecessary; 2011 year-end wages were under budget by $100K
  • Maintained food cost monthly and received recognition for staying under a budget of $10k monthly
  • Passed first Quality assurance inspections while in the acting General Manager role (Scored 87%)
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.

Operations Manager (Housekeeping, Front Desk, Shula’s Restaurant)

Marriott Full-Service
07.2007 - 05.2009
  • Manage daily activities of the housekeeping/front desk and Shula’s restaurant department with the new implementation of the Ops postion
  • Maintained liquor inventory, placed orders and worked closely GM of Shula’s restaurant while maintaining two the housekeeping and front desk departments
  • Created and rolled-out new lost and found policy to ensure proper standards were being followed
  • Lead the front desk with GSS highest ranking in the Marriott region
  • Conducted interviews in the selection and hiring, supervision, department, appraisal, counseling, and disciplinary action of associates as necessary
  • Worked closely with engineering department in implementing the new “Quick-Connect” process
  • (Received recognitions from David Marriott for having the highest % compliance.)

Education

Associates in Business Administration -

Community College
Philadelphia, Pennsylvania
01.2004

Skills

  • Project Management
  • Effective Leader
  • Training and Development
  • Contract Negotiations
  • P&L Management

Accomplishments

  • Successful achievement with in all internal and external audit processes such as brand quality assurance, the company's internal audits and maintenance life safety audits.


Related Customer Service Qualifications And Success

All Marriott Managed software; Fosse, Marsha and PMS. Opera, and OnQ PMS systems. PeopleSoft, LMS, blue-cube and Paychex payroll systems. Micros and Microsoft Word, Excel and PowerPoint. Serve-Safe certified.

References

James Lukes, Director of Human Resources, Marriott INC, Philadelphia, Pennsylvania, 215-496-3200

 Gimille Gibson, Controller, Holiday Inn Cherry Hill NJ, 215-868-7666

Timeline

General Manager

Hampton By Hilton
04.2021 - Current

General Manager

Hampton Inn Philadelphia Airport
07.2017 - 01.2021

General Manager

Holiday Inn Express
07.2013 - 07.2016

Assistant General Manager

Courtyard By Marriott Airport- Marriott Managed
05.2009 - 12.2012

Operations Manager (Housekeeping, Front Desk, Shula’s Restaurant)

Marriott Full-Service
07.2007 - 05.2009

Associates in Business Administration -

Community College

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