Ryan Bouton
Charlotte,NC
Summary
Driven manager with ten years of experience in the hospitality industry and a strong record of continuous improvement. Extensive understanding of leadership and supervision. Dedicated to upholding excellent standards of customer service to promote strong client relationships and retention.
Overview
6
6
years of professional experience
Work History
Rooms Division Manager
H&B Hospitality: Embassy Suites
07.2023 - Current
- Managed a team of forty, including line managers and supervisors.
- Oversaw an annual rooms budget over $7 million.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Worked with Director of Sales to optimize occupancy and rates through analysis of booking trends and pricing strategies.
- Guided VIP guests from reservations through check out, providing the highest quality service and accessibility.
- Implemented and supervised guest experience and retention initiatives, including: best-guest recognition and outreach, manager's receptions, and status benefit administration.
- Managed crisis situations effectively, ensuring minimal impact on guests' experiences during unforeseen events or emergencies.
- Worked with guests to reach reasonable solutions when problems arose. Drove property to #6 in problem resolution among Embassy Suites locations worldwide.
Operations Manager
H&B Hospitality: Homewood Suites
10.2021 - 07.2023
- Responsible for all operations, staffing, and budgeting for Front Desk, Housekeeping, and Food and Beverage departments.
- Developed and carried out guest experience and property improvement initiatives, including: transition to pet-friendly, overhaul of complimentary dining options, and a best-guest outreach program.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly; increased guest feedback scores by 40%.
- Developed strong relationships with guests, resulting in improved service quality and retention.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Served as contact for room and event groups of up to 150 guests.
Front Office Manager
H&B Hospitality: Tru By Hilton
09.2019 - 10.2021
- Managed ordering, inventory, hiring, scheduling, and budgeting for Guest Services and Food and Beverage departments.
- Led guest services team to outstanding Hilton Quality Assurance scores in the top ten among all Tru by Hilton properties.
- Maintained positive guest relations by addressing problems head-on and implementing successful corrective actions.
- Monitored shift changes and cash handling to uphold successful operations strategies and maximize business success.
- Implemented pre-arrival preparations such as fulfilling requests and VIP outreach, leading to seamless experiences.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Food and Beverage Supervisor
H&B Hospitality: Homewood Suites & HGI
01.2018 - 09.2019
- Oversaw departmental operations including breakfast, dinner, banquets, and bar.
- Collaborated with other supervisors and managers to develop cross-training programs, enhancing employee versatility and reducing downtime during staff absences or turnover periods.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Interviewed candidates, recommended hiring decisions, and carried out training throughout the department.
Education
Marketing
University of North Carolina At Charlotte
Charlotte, NCPolitical Science
Grinnell College
Grinnell, IASkills
- Performance Evaluations
- Teamwork and Leadership
- Customer Service, Retention, and Account Management
- MS Office
- Standard Operating Procedures
- Employee Development
- Hotel Management
- VIP Relations
- Interviewing and Hiring
- Budgeting
- Problem Resolution
Timeline
Rooms Division Manager
H&B Hospitality: Embassy Suites
07.2023 - Current
Operations Manager
H&B Hospitality: Homewood Suites
10.2021 - 07.2023
Front Office Manager
H&B Hospitality: Tru By Hilton
09.2019 - 10.2021
Food and Beverage Supervisor
H&B Hospitality: Homewood Suites & HGI
01.2018 - 09.2019
Marketing
University of North Carolina At Charlotte
Political Science
Grinnell College
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