Sarah Pittson
Worley,ID
Summary
Strategic Manager with experience leading and overseeing Service Teams in the Hospitality Industry. Strong history of devising precise and targeted business operations plans, managing costs, reviewing performance and driving change. Forward-thinking leader with expertise in setting goals, quality standards and growth initiatives while leading quick and efficient attainment of objectives.
Overview
16
16
years of professional experience
Work History
General Manager
Highway West Vacations
Worley, ID
12.2021 - Current
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity
- Implemented operational strategies and effectively built customer and employee loyalty
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures
- Planned & with my Team’s help successfully executing the largest annual celebration event of the year
- Managed social media marketing & guest communication campaigns
- Made great strides to win over long time Guests & community members who were not in favor of the sale & purchase of the property, creating local advocates
Consultant / Coach / Trainer
Sarah Pittson Coaching
Spokane, WA
08.2015 - 12.2021
- Identified leadership performance gaps in the industry, designed signature course to offer solutions
- Designed custom training offerings based on client needs
- Improved performance, hiring practices and management systems to facilitate success of client's organization
- Analyzed problematic areas to provide recommendations and solutions
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness
- Identified and recommended staff for key positions and departments
- Implemented new training courses after assessing corporate data and identifying employee weaknesses
- Contributed to reductions in employee turnover by revamping training programs
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients
- Recorded and edited videos to facilitate remote learning
- Aligned closely with business owners and employees to gather information and gain operational insight
- Developed effective training plans based on department needs and objectives
- Scheduled and taught in class and online courses to increase learning opportunities
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Hotel Manager
The Spokane Club
Spokane , WA
03.2020 - 08.2020
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates
- Implemented dynamic pricing strategy to increase room revenue
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
- Increased customer service ratings through personable service
- Supervised team of 10-12 front desk agents and Room Attendants helped to resolve issues arising during shifts & led efforts to create a more seamless Member experience across guest facing departments
- Promoted hotel brand by incorporating new social media marketing program, resulting in brand awareness
- Hired and trained new employees, demonstrating best methods for serving clients and guests
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments
Brand Service Consultant
Intercontinental Hotels Group
Atlanta, GA
02.2011 - 07.2014
- Brand service delivery/employee experience strategy consultant
- Rated average of 9/10 in workshop facilitation throughout my time on the team
- Participant on special projects, cross-field team collaboration & concept development
- Member of Regional facilitating team for 2014 Americas Conference for Brand Manager global initiative
- In person & virtual coaching, consulting and training
General Manager
Holiday Inn Express Hotel
Everett, WA
11.2009 - 10.2010
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations and contract details.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
Assistant General Manager
Holiday Inn Hotel
Renton, WA
09.2008 - 10.2009
- Improved guest service/culture, designed & facilitated monthly department service training
- Implemented IHG Brand Standards throughout entire hotel, cured multiple consecutive Quality inspection failures within 60 days in role Earned IHG recognition for Most Improved Overall for Guest Satisfaction Scores in the Region
- Recovered lost sales accounts and secured many new ones through our upgraded service experience which boosted LNR and group sales 15% YOY
- Built & strengthened area partnerships to reap benefits such as new revenue channels and enhanced public awareness
- Taught Front Office Manager and Restaurant Manager strategies for completing hotel industry standard work and carrying out senior management directives
- Resolved problems promptly & effectively to elevate customer approval Managed budget implementations, employee reviews, training, schedules and contract negotiations.
Education
DISC Certified Trainer - Maxwell Certified Behavior Analysis
John Maxwell Team
Certified Coach, Trainer, Speaker - Leadership
John Maxwell Team
Orlando, FL08.2015
Certificate Earned - Designing Learning
ASTD
07.2013
Skills
- Team Leadership
- Consulting
- Quality Assurance
- Training Delivery & Design
- Employee Motivation
- Recruitment and Hiring
- Needs-based Sales
- Problem Anticipation and Resolution
- Deadline Management
- Guest Relations
- Goal Setting & Achieving
- Guest Experience Strategy
- Employee Experience Strategy
- Hospitality Operations
Timeline
General Manager
Highway West Vacations
12.2021 - Current
Hotel Manager
The Spokane Club
03.2020 - 08.2020
Consultant / Coach / Trainer
Sarah Pittson Coaching
08.2015 - 12.2021
Brand Service Consultant
Intercontinental Hotels Group
02.2011 - 07.2014
General Manager
Holiday Inn Express Hotel
11.2009 - 10.2010
Assistant General Manager
Holiday Inn Hotel
09.2008 - 10.2009
DISC Certified Trainer - Maxwell Certified Behavior Analysis
John Maxwell Team
Certified Coach, Trainer, Speaker - Leadership
John Maxwell Team
Certificate Earned - Designing Learning
ASTD
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