Rishanda Johnson
Hotel General Manager
Aurora,Colorado
Summary
With over a decade of experience in hotel management,I bring a proven track record of enhancing operational efficiency, driving revenue growth, and maintaining brand standards. My strategic leadership, coupled with my ability to manage budgets effectively, has consistently resulted in surpassing financial targets and improving guest satisfaction. I have a strong foundation in overseeing properties, ensuring they meet and exceed safety, cleanliness, and brand expectations. My commitment to excellence and ability to implement and enforce company policies make me an ideal fit for this role. Additionally, my financial acumen and flexible working approach ensure that I can adapt to the dynamic needs of the hospitality industry. Customer-oriented General Manager with 10 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. Dedicated hospitality professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
Work History
General Manager
Renascent Hospitality
Loveland, CO
06.2023 - 06.2024
- Achieved Significant Performance Improvements: Successfully managed all aspects of hotel operations, ensuring the highest levels of guest satisfaction and associate engagement. Consistently exceeded flow-through expectations each month.
- Increased QA Audit Scores: Enhanced annual QA audit scores by 12.5 percentage points compared to the prior year, reflecting a commitment to operational excellence.
- Received Recognition from Marriott: Earned a letter of recognition from Marriott for ending the year in the green for 2023, demonstrating outstanding performance and adherence to brand standards.
- Optimized Revenue and Controlled Expenses: Implemented innovative strategies to optimize revenue and control expenses, leading to favorable P&L results.
- Revamped Sales Strategy: Increased ADR, OCC, and repair percentages year-over-year by revamping the sales strategy to focus on higher-rated group segments. This approach allowed the property to create a strong base while the market absorbed larger, lower-rated groups, positioning the hotel advantageously in the higher-rated transit market segments.
- Collaborated with Sales and Revenue Management: Worked closely with sales leaders and revenue management to strategically position the hotel within the market and maximize profitability.
- Effective Budget Management: Managed budget implementations, including employee reviews, training, schedules, and contract negotiations. Directed budget development, forecasting, and financial reporting processes to ensure accurate tracking of organizational objectives.
- Streamlined Operations: Formulated and implemented policies and procedures to streamline operations, increasing overall efficiency and productivity.
- Cultivated Strong Relationships: Developed and maintained strong relationships with clients, vendors, and partners, ensuring long-term success and loyalty.
- Strategic Business Growth: Developed and executed strategic plans for business growth and expansion, resulting in increased market share and enhanced financial performance.
- Reason for Leaving: Due to a strategic realignment within the company, my role was reassigned to another General Manager to better align with organizational goals and budgetary considerations.
General Manager
Northwest by Southern Hospitality
Anchorage, Alaska
07.2022 - 05.2023
- Transformed a Red Zone 3 Hotel into a Top Performer: Successfully turned around a Red Zone 3 hotel, propelling it into the top 10% of the brand for 2022, showcasing exceptional leadership and strategic vision.
- Reopened Juno Restaurant: Led the successful reopening of the Juno restaurant, revitalizing its operations and significantly contributing to overall guest satisfaction and hotel revenue.
- Recognized for Guest Satisfaction Excellence: Consistently received monthly recognitions for the most improved Guest Satisfaction scores, surpassing the brand average in both 2022 and 2023.
- Increased RevPAR Through Strategic Rate Management: Successfully boosted RevPAR by strategically raising standard rates throughout the year, leveraging market shifts and applying a fresh perspective on pricing strategies.
- Led a 165-Key Full-Service Hotel: Provided strategic leadership to a 165-key full-service hotel, consistently exceeding performance metrics and surpassing owner expectations.
- Enhanced Departmental Leadership: Fostered a culture of excellence and accountability by guiding department heads and front-line staff, leading to improved operational efficiency and service delivery.
- Drove Revenue Growth: Achieved significant revenue growth through the implementation of targeted sales and marketing initiatives, driving the hotel's market share and profitability.
- Optimized Operational Efficiency: Increased profitability and guest satisfaction by streamlining operations, enhancing overall efficiency, and implementing innovative solutions.
- Comprehensive Financial Management: Monitored financial performance, set budgets, and controlled expenses to ensure financial stability and promote long-term growth.
- Managed Budget and Financial Processes: Directed budget development, forecasting, and financial reporting to accurately track progress toward organizational objectives and ensure financial accountability.
- Streamlined Operations: Formulated and implemented policies and procedures that optimized operations, increased efficiency, and enhanced overall productivity.
- Sales and Profitability Strategies: Developed and executed strategies that increased sales and profitability, leading to improved financial performance and market positioning.
- Built Strong Relationships: Cultivated strong relationships with clients, vendors, and partners, ensuring long-term success, loyalty, and sustained hotel performance.
- Strategic Business Growth: Developed and executed strategic plans for business growth and expansion, resulting in increased market share and enhanced financial performance.
- Reason for Resignation: I resigned from my role as General Manager due to personal reasons, specifically because my son was unable to accompany me to Alaska as originally planned.
General Manager
Stonebridge Companies
Aurora, CO
05.2020 - 07.2022
- Transformed Hotel Operations: Led a complete leadership rebuild, implementing new policies and procedures that enhanced operational efficiency and overall performance.
- Optimized Financial Performance: Managed budget and flow-through expectations to optimize GOP, consistently surpassing financial targets and ensuring financial stability.
- Market Repositioning: Successfully repositioned the hotel within the market through strategic sales and revenue management initiatives, driving increased market share and profitability.
- Reopened and Revitalized Food and Beverage Operations: Successfully reopened the hotel's Food and Beverage operations, contributing to enhanced guest satisfaction and service quality.
- Implemented Innovative Guest Experience Programs: Developed and launched guest experience programs that resulted in a 30% year-over-year increase in Guest Satisfaction Scores (GSS).
- Improved Quality Assurance Scores: Elevated Quality Assurance (QA) scores by 20 percentage points compared to the previous year, reflecting significant operational improvements.
- Achieved High Associate Satisfaction: Attained a 95% Associate Opinion Survey (AOS) satisfaction score, fostering a positive work environment and strong team morale.
- Cultivated Strong Relationships: Built and maintained strong relationships with clients, vendors, and partners, ensuring long-term success and loyalty.
- Strategic Budget Management: Managed budget development, forecasting, and financial reporting processes to accurately track progress toward organizational objectives.
- Streamlined Operations: Formulated and implemented policies and procedures that streamlined operations, increasing efficiency and driving overall company performance.
- Strategic Growth Initiatives: Developed and executed strategic plans for business growth and expansion, resulting in increased market share and profitability.
General Manager
Aimbridge Hospitality |
Arundel, MD
06.2018 - 05.2020
- Led a Team of Dedicated Professionals: Trained and developed associates to ensure maximum efficiency and exceptional guest service, fostering a culture of excellence and accountability.
- Strategic Revenue Management: Partnered with the Director of Sales to develop and execute strategic plans that maximized revenue and STR indices, resulting in consistent year-over-year growth.
- Exceeded Financial Targets: Managed budget and financial plans to optimize GOP, consistently surpassing financial targets while maintaining strict compliance with all Marriott brand standards, leading to high guest satisfaction scores and brand loyalty.
- Effective In-House Project Management: At the request of ownership, successfully repaired 100% of the 60% of the hotel affected by mold. Completed this project entirely in-house by utilizing only staff members, all while managing the hotel budget and maintaining positive monthly cash flow. This was achieved through creative scheduling and strategically cutting back on non-essential spending without impacting staff morale or operations.
- Accurate Reporting and Forecasting: Provided accurate and timely reporting to ownership, ensuring transparency and accountability. Implemented effective forecasting strategies, analyzing trends, and projecting 30/60/90-day outcomes to exceed flow-through expectations consistently.
- Optimized Hotel Positioning: Collaborated with Area Sales to ensure the appropriate positioning of the hotel within the Complex, optimizing market share and profitability across the cluster.
- Cultivated Strong Relationships: Developed and maintained strong relationships with clients, vendors, and partners, ensuring long-term success and loyalty, which contributed to the hotel's sustained performance.
- Comprehensive Financial Management: Monitored financial performance closely, set and managed budgets, controlled expenses, and implemented strategies that provided financial stability and supported long-term organizational growth.
- Streamlined Operations: Formulated and implemented policies and procedures that streamlined operations, increased efficiency, and enhanced overall productivity.
- Strategic Business Development: Developed and executed strategic plans for business growth and expansion, resulting in increased market share and improved financial performance.
- Reason for Leaving: The hotel, part of a cluster of four properties, was closed down due to the COVID-19 pandemic. While two extended stay hotels in the cluster remained open, my hotel, along with the only other transient property, was closed. This strategic decision led to the conclusion of my role.
General Manager
OTO Development
Fairfax, VA
06.2017 - 06.2018
- Maximized Revenue and STR Indices: Partnered effectively with the Director of Sales to maximize revenue and STR indices, achieving consistent year-over-year growth in market share and profitability.
- Exceeded Budget and Flow-Through Targets: Managed budget and financial plans to optimize GOP, consistently exceeding budgeted targets. The property consistently received monthly company recognition for surpassing budget and flow-through achievements.
- Ensured Compliance with Marriott Standards: Maintained strict adherence to all Marriott brand standards, resulting in high guest satisfaction scores, increased brand loyalty, and strong performance in quality assurance audits.
- Cultivated Strong Relationships: Developed and nurtured strong relationships with clients, vendors, and partners, ensuring long-term success, loyalty, and continued business growth.
- Strategic Financial Management: Monitored financial performance closely, setting and managing budgets, controlling expenses, and implementing strategies that provided financial stability and supported long-term organizational growth.
- Comprehensive Budget Management: Directed budget implementations, employee reviews, training, schedules, and contract negotiations to align with organizational objectives and maintain operational efficiency.
- Reason for Leaving: The role was concluded due to the closure of the Blackstone-owned neighborhood hotels, which led to a strategic realignment of responsibilities within the company.
General Manager
Baywood Hotels
Hyattsville, Maryland
08.2016 - 06.2017
- Top-Ranked Associate Satisfaction: Achieved the #2 rank in Associate Satisfaction (AOS) within Baywood's extensive portfolio, demonstrating exceptional leadership and employee engagement.
- Outstanding Quality Assurance: Exceeded Quality Assurance expectations with a 97% score, the second-highest within the brand, reflecting a commitment to excellence and adherence to Marriott standards.
- Exceptional Guest Satisfaction: Surpassed Guest Satisfaction (GSS) targets, improving scores by 23 percentage points year-over-year. This achievement positioned the property in the top 10% of the brand, ranking 300 out of over 3,000 hotels for the year.
- Led a Team of Dedicated Professionals: Trained and developed associates to ensure maximum efficiency and exceptional guest service, fostering a culture of excellence and accountability throughout the property.
- Strategic Revenue Management: Partnered with the Director of Sales to craft and execute strategic plans that maximized revenue and STR indices, leading to consistent year-over-year growth and a strong market position.
- Surpassed Financial Targets: Skillfully managed budgets and financial plans to optimize GOP, consistently surpassing financial targets while maintaining strict compliance with Marriott brand standards, which bolstered guest satisfaction and brand loyalty.
- Accurate Reporting and Forecasting: Delivered precise and timely reports to ownership, ensuring transparency and accountability. Implemented effective forecasting strategies, analyzing trends, and projecting 30/60/90-day outcomes to consistently exceed flow-through expectations.
- Optimized Hotel Positioning: Collaborated with Area Sales to strategically position the hotel within the Complex, enhancing market share and profitability across the cluster.
- Cultivated Strong Relationships: Built and maintained strong relationships with clients, vendors, and partners, ensuring long-term success and loyalty, which were critical to the hotel's sustained performance.
- Comprehensive Financial Management: Closely monitored financial performance, set and managed budgets, controlled expenses, and implemented strategies that provided financial stability and supported long-term organizational growth.
- Streamlined Operations: Developed and implemented policies and procedures that streamlined operations, increased efficiency, and enhanced overall productivity across all departments.
- Strategic Business Development: Designed and executed strategic plans for business growth and expansion, resulting in increased market share and improved financial performance.
- Reason for Leaving: I left this role to take on another position that included a $45K salary increase.
Assistant General Manager
McKibbon Hospitality
Springfield, VA
10.2012 - 08.2016
- Consistently Ranked in the Top 20% of the Brand: Demonstrated exceptional leadership by leading by example, consistently maintaining the hotel within the top 20% of the brand. Achieved this through focused training and development, holding team members accountable, and fostering strong relationships with both guests and associates.
- Provided Exceptional Leadership: Offered outstanding support to the General Manager, ensuring smooth and efficient hotel operations.
- Strengthened Team Communication: Enhanced communication among team members by conducting regular meetings, promoting open dialogue, and addressing challenges and opportunities for improvement.
- Elevated Customer Satisfaction: Increased customer satisfaction by proactively addressing and resolving concerns, analyzing feedback to identify areas for improvement, and implementing solutions.
- Mentored and Developed Staff: Mentored staff members to foster a supportive and high-performing work environment, resulting in enhanced employee performance and retention.
- Streamlined Operations: Developed and implemented new operational procedures that streamlined daily tasks, improved efficiency, and ensured adherence to brand standards.
- Led Employee Development: Motivated, trained, and disciplined employees to maximize performance, and assisted in the recruitment, hiring, and onboarding process to build a skilled and dedicated workforce.
- Enhanced Guest Experience: Developed and enforced policies and procedures that improved customer service and satisfaction, while effectively handling guest complaints and employee concerns in a timely manner.
- Maintained Accurate Financial Records: Ensured accuracy in financial reporting, including maintaining detailed records of transactions, direct bill accounts, and monthly tax reconciliation for audits.
- Oversaw Performance and Training: Provided ongoing oversight of staff performance and training, ensuring that team members consistently met brand standards and contributed to guest satisfaction.
- Fostered Relationships: Cultivated strong relationships with guests and associates, contributing to a positive atmosphere and high levels of guest loyalty and employee engagement.
- Career Advancement: Left this role after receiving an offer to become the General Manager of the Holiday Inn Express Hyattsville, a move that was fully supported by my manager.
Education
Skills
Leadership & Management Skills:
Strategic Leadership
Team Building & Development
Employee Training & Mentorship
Performance Management
Conflict Resolution
Cross-Functional Team Collaboration
Staff Motivation & Engagement
Budgeting & Financial Planning
Profit & Loss Management (P&L)
Revenue Management
GOP Optimization
Operational Efficiency
Policy & Procedure Development
Quality Assurance (QA)
Guest Satisfaction Improvement (GSS)
Project Management
Property Repositioning
Brand Standard Compliance
Crisis Management
Revenue Growth Strategies
Sales & Marketing Initiatives
Market Analysis & Positioning
RevPAR Optimization
STR Index Improvement
Guest Experience Enhancement
Client Relationship Management
Effective Communication
Client & Vendor Relations
Stakeholder Management
Negotiation Skills
Transparency & Accountability
Presentation & Reporting
Data Analysis & Trend Forecasting
Financial Software Proficiency
Microsoft Office Suite (Excel, Word, PowerPoint)
References
AVAILABLE UPON REQUEST
Timeline
General Manager
Renascent Hospitality
06.2023 - 06.2024
General Manager
Northwest by Southern Hospitality
07.2022 - 05.2023
General Manager
Stonebridge Companies
05.2020 - 07.2022
General Manager
Aimbridge Hospitality |
06.2018 - 05.2020
General Manager
OTO Development
06.2017 - 06.2018
General Manager
Baywood Hotels
08.2016 - 06.2017
Assistant General Manager
McKibbon Hospitality
10.2012 - 08.2016