SCOTT OVERTON
Lotus Funeral Services
Palm Coast,FL
4
Certifications
23
years of professional experience
Senior General Manager specializing in hospitality operations across underperforming markets, portfolios in 1 state, lodging assets, and multi-state teams. Partners with owners to improve growth, reputation, and budget discipline while guiding Satisfaction KPI performance across limited-service, select-service, and full-service hotels. Brings multi-unit short-term vacation rental management experience that translates well to stabilizing dozens of properties per market and strengthening day-to-day execution.
Work History
Chief Operating Officer / General Manager
6 Months- Directed daily operations across multiple locations to align staffing, service flow, and facility readiness.
- Reviewed performance trends and operational reports to guide service decisions and address recurring issues.
- Coordinated department priorities to keep arrangements, transfers, and facility support running smoothly.
- Maintained service standards by monitoring procedures, presentation, and follow-through across the organization.
- Prepared staffing plans that balanced service coverage, labor needs, and schedule changes.
- Led manager coaching conversations to reinforce expectations, accountability, and team consistency.
- Handled owner updates on priorities, concerns, and service performance with clear, timely communication.
- Coordinated vendor discussions to support service needs, pricing review, and contract follow-up.
- Implemented process changes that improved consistency across service delivery and internal handoffs.
- Assessed service issues and resolved escalations with calm, respectful communication.
- Aligned operational priorities with long-term goals for service quality, staffing, and financial stability.
- Coordinated culture-building efforts that reinforced professionalism, accountability, and teamwork.
Senior General Manager
3 Years 1 Month- Oversaw a 1,200-property portfolio across 10 territories within 14 counties, balancing scale, coverage, and local execution.
- Managed $36 million in annual portfolio revenue by prioritizing pricing discipline, property performance, and market responsiveness.
- Led 3 Market General Managers and 22 Local Managers to strengthen coordination, accountability, and regional consistency.
- Maintained owner relationships through regular field presence, clear communication, and proactive portfolio issue resolution.
- Resolved customer concerns quickly to improve satisfaction, protect loyalty, and support a stronger guest experience.
General Manager
1 Year 8 Months- Directed daily hotel operations, balancing guest service, housekeeping flow, and front desk coordination.
- Reviewed financial results with ownership and prepared clear updates on performance, expenses, and operational priorities.
- Coached department managers on service expectations, accountability, and day-to-day problem solving.
- Oversaw guest recovery efforts and handled escalated concerns with a calm, professional approach.
- Monitored property standards and addressed maintenance or service issues before they affected the guest experience.
- Developed labor plans to align staffing levels with forecasted demand and operational needs.
- Maintained strong working relationships with ownership through regular communication and follow-up on property priorities.
- Led hiring, onboarding, and scheduling practices to support stable staffing and service consistency.
- Negotiated vendor agreements and monitored service quality to support reliable property operations.
- Planned capital improvements and coordinated upgrades with operational priorities and brand requirements.
- Coordinated cross-department priorities to keep housekeeping, front desk, and maintenance activities aligned.
- Monitored guest satisfaction feedback and used service trends to guide property improvements.
General Manager
1 Year- Directed daily hotel operations, coordinating front office, housekeeping, and maintenance workflows.
- Coached department managers on service standards, communication, and consistent guest handling.
- Reviewed property performance reports to identify trends and support operational decisions.
- Maintained brand standards across guest rooms, public areas, and daily service procedures.
- Monitored labor schedules and staffing levels to align coverage with occupancy patterns.
- Built owner reports covering performance, guest feedback, and ongoing property needs.
- Coordinated maintenance follow-up for room readiness, repairs, and guest-requested issues.
- Negotiated with vendors to support service quality, supply continuity, and cost control.
- Analyzed guest comments to address recurring issues and improve service consistency.
- Led training for new and existing staff on property procedures and guest interactions.
- Resolved escalated guest concerns with calm communication and practical follow-through.
- Coordinated with ownership on staffing, budget, and property priorities during operational reviews.
General Manager / Director of Sales
2 Years- Directed daily hotel operations to maintain consistent service quality and smooth guest flow.
- Managed sales activity, including account follow-up, rate discussions, and local business outreach.
- Oversaw guest recovery efforts to address service issues and protect satisfaction levels.
- Monitored property performance reports and adjusted priorities based on occupancy and revenue trends.
- Led training for front-line leaders on service standards, selling techniques, and daily operational expectations.
- Coordinated with ownership on budgets, performance updates, and operational planning.
- Reviewed labor needs against forecasted demand to support efficient scheduling and staffing decisions.
- Resolved escalated guest and team concerns with calm, professional judgment.
- Implemented property improvement plans by tracking repairs, upgrades, and vendor coordination.
- Maintained brand compliance through routine property walks, service checks, and corrective follow-up.
- Analyzed monthly sales results to identify booking gaps and support pricing decisions.
- Collaborated with vendors to review service quality, pricing, and contract terms.
- Supported culture-building efforts by reinforcing accountability, teamwork, and guest-focused service habits.
General Manager
5 Years 2 Months- Oversaw daily hotel operations, aligning front desk, housekeeping, and maintenance priorities.
- Led guest service standards to support consistent stays and prompt issue resolution.
- Reviewed owner updates and operational results to support informed decision-making.
- Directed staff scheduling, training, and day-to-day coverage across guest service teams.
- Monitored property standards to maintain clean, safe, and welcoming guest spaces.
- Handled guest concerns with calm follow-up and practical service recovery steps.
- Built local vendor relationships to support timely supplies and service delivery.
- Supported budget planning with forecasts for staffing, maintenance, and operating needs.
- Tracked labor needs and staffing patterns to support efficient shift coverage.
- Improved team communication during schedule changes, property priorities, and service issues.
- Coordinated property improvement planning to support upkeep, presentation, and guest experience.
General Manager
1 Year- Directed front office, housekeeping, and maintenance operations to support consistent guest service and property standards.
- Coordinated daily staffing decisions with department leads to balance service needs and operational coverage.
- Monitored guest feedback and service issues to identify trends and address recurring concerns.
- Prepared monthly financial reviews and operating updates for ownership discussions.
- Developed labor schedules to align staffing levels with occupancy trends and service expectations.
- Evaluated property expenses and purchasing needs to support budget control and cost awareness.
- Maintained brand standards compliance through regular property walk-throughs and corrective action follow-up.
- Supported team development by coaching department leaders on service expectations and accountability.
- Resolved escalated guest concerns with calm communication and practical service recovery solutions.
- Coordinated vendor communication for routine service requests and property maintenance needs.
- Evaluated performance trends to identify operational gaps and support ongoing process changes.
- Reviewed property improvement priorities and followed through on action items with internal teams.
General Manager
1 Year 11 Months- Directed front desk, housekeeping, and maintenance activities to keep daily operations aligned with guest expectations.
- Reviewed property results and developed action plans to improve performance across service, staffing, and expense control.
- Coordinated owner communication and prepared clear updates on operating results, priorities, and property needs.
- Monitored guest feedback and addressed service issues promptly to support a consistent customer experience.
- Maintained brand standards by reviewing rooms, public areas, and service procedures throughout the property.
- Resolved escalated guest concerns with calm communication and practical service recovery steps.
- Tracked labor usage and staffing needs to support balanced coverage across peak and off-peak periods.
- Evaluated improvement needs and prioritized property updates based on guest impact and operational requirements.
- Prepared routine reports that summarized occupancy trends, service issues, and operational priorities for review.
General Manager
6 Years 4 Months- Managed daily hotel operations, including staffing, guest service, and property standards across shifts.
- Oversaw front desk and housekeeping coordination to keep rooms ready and service levels consistent.
- Reviewed financial results and operating reports to support budget decisions and property performance.
- Coached supervisors and line staff on guest service standards, schedules, and workplace expectations.
- Maintained brand standards through regular walkthroughs, corrective actions, and property inspections.
- Handled owner communications by providing updates on performance, staffing, and property priorities.
- Coordinated repairs and vendor work to keep rooms, public areas, and equipment in working order.
- Led budget forecasting and expense reviews to support controlled spending and operational planning.
- Improved vendor agreements by reviewing pricing, service expectations, and contract terms with suppliers.
- Monitored revenue trends and adjusted selling strategies to support occupancy and rate performance.
Education
- Paralegal Studies
Skills
Multi-property operations leadership
General manager oversight
Portfolio performance management
Owner relations management
Staff scheduling
Revenue optimization
Guest satisfaction management
Quality assurance oversight
Territory operations coordination
Team leadership
Manager coaching
Conflict resolution
Culture building
P&L management
Budget forecasting
Labor forecasting
Capital expenditure planning
Brand standards compliance
Property improvement planning
Guest recovery programs
Vendor contract negotiation
Owner reporting
Performance dashboards
Change management
Strategic planning
Affiliations
- Florida Restaurant & Lodging Association - State Board of Directors
- Member 2016-2022
- Florida Restaurant & Lodging Association Educational Foundation
- State Board of Trustees Member 2016-2022
- Florida Restaurant & Lodging Association - Northeast Chapter
- President 2017-2019
- Treasurer 2015-2017
- Board of Directors Member 2014-2020
- Florida Restaurant & Lodging Association – Central Florida Chapter
- Board of Directors 2020-2022
- American Hotel & Lodging Association - Washington, DC
- State Lobby Delegate - Legislative Action Summit, 2016, 2017, 2018, 2019, 2020
- National Restaurant Association - Washington, DC
- State Lobby Delegate - Public Affairs Conference, 2016, 2017, 2018, 2019, 2020
Certification
Notary Public, State of Florida – Commission expires 09/27/2029
Awards
Central Florida Lodging General Manager Award - Florida Restaurant & Lodging Association, Marketing Excellence Award - Allen Management, Inc., Special Leadership Award - Allen Management, Inc., Manager of the Year - Allen Management, Inc., Marketing Excellence Award - Allen Management, Inc.
Timeline
Chief Operating Officer / General Manager
Lotus Funeral Services
04.2026 - CurrentRead More
Senior General Manager
Vacasa (a Casago Company)
03.2023 - 04.2026Read More
General Manager
Holiday Inn Express & Suites
06.2021 - 02.2023Read More
General Manager
Holiday Inn Express & Suites
06.2020 - 06.2021Read More
General Manager / Director of Sales
Hampton Inn by Hilton
06.2018 - 06.2020Read More
General Manager
Jaybird's Inn
04.2013 - 06.2018Read More
General Manager
Hampton Inn & Suites
04.2012 - 04.2013Read More
General Manager
Ramada Limited
05.2010 - 04.2012Read More
General Manager
Econo Lodge / Allen Management
01.2004 - 05.2010Read More
Webster College
from Paralegal Studies
Read More