SAMIRA GARDNER, CRME

Manage a portfolio of 15 Wyndham Hotels across all Wyndham Brands, meeting the below goals:

• Maximize RevPAR index growth across each hotel and portfolio. Through successful occupancy and ADR strategies, work towards achieving positive YOY RevPAR index change. Proactively strategize with a focus on pace and local market conditions. Understand and communicate the factors impacting RevPAR index at each hotel and portfolio.
• Maintain optimal RevIQ system performance and incorporate system recommendations into strategy calls. Coach hotels on how to properly interact with the system. Limit overrides and maintain appropriate system configuration
• Retain hotels on Revenue Management Service by conducting informative high value calls to support RevPAR growth strategies. Work towards no more than one franchisee leaving service from each team member due to low value of service. Build franchisee trust by delivering calls and touchpoints that are strategy focused, action oriented, and tailored to the specific hotel/franchisee. Leaders have responsibility over all hotels within their team.

2024 Portfolio Achievements:

• Maintained an average RPI of 4.2% for portfolio, resulting in $967,015 RPI Impact.

Provide and analyze data specific to the partner's market, Work closely with hotel partners to:

• Optimize content, rate and availability competitiveness on Expedia sites to increase customer conversion
• Secure additional lodging rates and availability information over high demand and compression periods to satisfy customers’ pressing needs
• Secure promotional offers to support the brands’ merchandising and marketing efforts
• Educate hotel partners on self-service features available on Expedia Partner Central
• Support Expedia’s business development efforts through smooth onboarding of new hotel partners
• Re-establish relationships with dormant hotel partners
• Support demand generation
• Support research to identify properties not currently listed on Expedia's marketplace

• Oversee a portfolio of 14 focused-service Hilton Hotels
• Improve room revenue and grow RevPAR market share for each hotel in my portfolio
• Send targeted daily communications containing daily pricing strategy to each property
• Conduct a revenue call for each property once a week to discuss new strategies for the property
• Implement changes discussed and agreed upon during calls in relevant systems such as OnQ R&I, OnQ RM, and GRO
• Analyze STR performance and discuss improvement strategies if needed
• Review 13th month and 53rd week to ensure strategies are in place to beat or meet budget goals for the following year
• Discuss group or events coming in the next 90 days to ensure we are priced appropriately based off demand in area or group pricing we have quoted
• Review pickup, forecast and position for 90 days out and discuss any potential opportunities to maximize revenue
• Set rates for property based on high/low season to meet budget goals
• Control discount strategies as far as AAA, AARP
• GOVT, and any additional special offers
• Load any local negotiated rates the property has quoted into R&I

• Coordinating the daily Revenue Management tools and processes for multiple hotels, including project and analytical work for Revenue Managers, data collection, and maintenance of tools
• Analyzing Revenue Management reporting and providing strategic recommendations to Revenue Managers, trouble-shooting and improving current tools, and ad-hoc reporting and trend analysis
• Presenting recommendations to hotel teams, developing new tools, and providing additional support to RMCC project teams; reporting activities include utilizing OnQ RM, MS Excel, MS Database, and Key Hotel Marketing systems as well as applications to process information and generate daily, weekly, and monthly Revenue Management reports

• Advanced in all front desk operations pertaining to OnQ
• Process payroll utilizing ADP, while monitoring hours worked to prevent overtime
• Maintain sufficient level of supplies for the operation of the Front Desk and Pantry
• Invoice Coding for all ordering done by front office department
• Process NOR1's on a daily basis
• Monitor Sell out Efficiency
• Maximizing room revenue by upselling rooms
• Create and monitor all FIT reservations
• Participate in weekly revenue calls to ensure proper rate levels are applied based on occupancy
• Create codes in database maintenance for accounting
• Replying to all review accounts- SALT, TripAdvisor, Booking, Expedia, Google
• Conduct SALT continuous improvement meetings
• Advanced Purchases- print arrival reports daily and set up receipt correctly, printing payment report every Thursday and collect depository payment
• Ensure proper paperwork and training is done for QA standards
• Create Incentive Workbooks
• Hotel Newsletter
• Oversee valet staff and ensure they are properly staffed based on occupancy

• Accounts Receivable: Ensure that all invoices are mailed every Wednesday and documented on A/R Trace Sheet with copies of invoice and statement filed in the A/R file cabinet
• Accounts Payable- pay all bills for invoices received using M3 accounting program
• Room Packages- creating breakfast packages for LNR's and group reservations
• Prepare work schedules to efficiently handle expected business levels
• Advanced in all front desk operations
• Assist in sales with creating room blocks and house accounts
• Review, approve, and set up direct bill account for Sales Department
• Prepare bank deposit daily
• Maintain sufficient level of supplies for the operation of the Front Desk and Pantry
• Ensure that all charges and credits transmitted balance to the day's work
• Credit Card Disputes- Merchant chargebacks, issues with credit cards charges and authorizations, authorization release forms
• Hilton Honors Monthly Reimbursements- Hilton Honors settlements clearing accounts
• Replying to all review accounts- SALT, TripAdvisor, Booking, Expedia, Google
• Advanced Purchases- print arrival reports daily and set up receipt correctly, printing payment report every Thursday and collect depository payment
• Pay owners expenses and bills for multiple properties utilizing Microsoft QuickBooks to cut checks
• Pay company credit cards for owners' three properties utilizing Microsoft QuickBooks to cut checks
• File and maintain all owners' expenses and bills
• Inspect 10 rooms a day and oversee that executive housekeeping is maintaining rooms per minute

• Respond to SALT and guest issues
• Make, confirm and edit reservations
• Assign Rooms and fulfill guest requests using the guest request and comment report
• Handle third party authorizations
• Update housekeeping on things such as late checkouts, early departures, stay overs, day use rooms and extended stays
• Process checkouts and post payments
• Proficient in tasks such as refunds, service recovery revenue and other payment issues
• Post house account charges for groups and assist sales with other things such as assigning rooms in room blocks and making group reservations
• Preauthorizing cards and posting payments for third party authorizations
• Running reports on shift consistently such as downtime reports, high balance reports and rate override reports
• Assist assistant general manager with duties such as inventory and accounts receivable
• Train and assist new team members on how to use ONQ and procedures of the hotel
• Communicate all issues to other Front Desk Representatives and pass along information to managers using log book

• Check guests in and out
• Close out reports for the day and change over date in OnQ PMS
• Upload all revenue made into M3 Accounting Systems and ensure it is balanced with close out reports
• Make, confirm and edit reservations
• Assign Rooms and fulfill guest requests
• Inform guests about property amenities and surrounding area of hotel
• Process checkouts and post payments
• Proficient in tasks such as refunds, service recovery revenue and other payment issues
• Post house account charges for groups and assist sales with other things such as assigning rooms in room blocks and making group reservations
• Preauthorizing cards and posting payments for third party authorizations
• Running reports on shift consistently such as downtime reports, high balance reports and rate override reports
• Making sure prices match correct SRPs
• Assist assistant general manager with duties such as inventory and accounts receivable
• Train and assist new team members on how to use ONQ and procedures of the hotel
• Communicate all issues to other Front Desk Representatives and pass along information to managers using log book