Shacquel Hytmiah
Albany,NY
Summary
Seasoned General Manager with a proven track record in hospitality, transforming a red zone property into a market leader within 6 months. Excelled in coaching while elevating guest satisfaction and staff retention. Spearheaded revenue growth and operational efficiency through strategic leadership and relationship building.
Overview
9
9
years of professional experience
Work History
General Manager
Holiday Inn Express and Suites
Albany, NY
04.2023 - 04.2024
- Hired as the General Manager for a Red Zone unsatisfactory brand standard 131 room property in the capital region, removing red zone status and achieving the highest GSS score the hotel has ever achieved with in 6 months of onboarding
- Managed ass aspect of staffing, guest satisfaction, training, payroll and day to day operations for one of the busiest Holiday Inn Express in the region
- Overseeing a company of 30-35 team member
- As primary provider for the team development and growth for the most ideal property in the Albany market, leading the local market in staff retention and providing a blueprint for the development of future market leader
- Report directly to the company's Chief Operator/Owner.
General Manager
Comfort Inn Latham
Albany, NY
04.2021 - 04.2023
- Increased revenue streams by lowering costs, managing schedules, and conducting variance and risk analysis to identify and correct problems
- Created effective business plans to ensure that strategic decisions were in line with long-term goals
- I was in charge of hiring, assigning, training, motivating, and terminating employees
- Reviewing financial transactions and keeping track of the budget to ensure that everything runs smoothly and on time
- Lowered corporate risk by managing shrink processes and inventory levels
- Improved operational success by hiring the right people, providing excellent training, adhering to food safety and sanitation regulations, and providing prompt guest service
- Trained, coached and mentored staff to support smooth adoption of new brand standard program.
Assistant General Manager
Holiday Inn Express & Suites Albany Airport - Wolf Road, an IHG Hotel
Albany, NY
04.2017 - 04.2021
- Keep a visible presence on-property, greeting guests, responding to inquiries, and resolving guest issues
- Report directly to the company's General Manager
- Implemented full-scale business strategies that resulted in higher customer satisfaction and improved operational efficiency
- Was in charge of the computer database and filing systems
- I'm in charge of forecasting monthly sales and production
- Oversaw the development of the team, schedule, keeping an eye on coverage requirements and individual strengths
- Increased revenue by implementing sales cycle procedures related to new business development and contract agreements.
Front Office Manager
Holiday Inn Express & Suites Albany Airport - Wolf Road, an IHG Hotel
Albany, NY
02.2015 - 03.2017
- Created and updated work schedules to accommodate changing staffing levels and workload expectations
- Trained team members on new hotel services and products to support promotional efforts
- Stepped in to help with various tasks at the front desk when an employee was absent or out for lunch
- All office supplies, including ink cartridges, toner, and paper, were ordered
- Interviewed and hired talented professionals who added value to the department by bringing expertise in of guest service.
Education
Associate's degree - Criminal Justice
Hudson Valley Community College
05.2015
Skills
- Verbal and written communication
- Coaching and mentoring
- Relationship building
- Deadline-oriented
- Human resources management
- Recruitment
- Microsoft and Excel documents
- Customer service
- Interviewing
- Payroll
- Guest Services
- Forecasting
- Management
- Food safety
- Employee Orientation
- Performance Management
- Team management
- Office Management
Timeline
General Manager
Holiday Inn Express and Suites
04.2023 - 04.2024
General Manager
Comfort Inn Latham
04.2021 - 04.2023
Assistant General Manager
Holiday Inn Express & Suites Albany Airport - Wolf Road, an IHG Hotel
04.2017 - 04.2021
Front Office Manager
Holiday Inn Express & Suites Albany Airport - Wolf Road, an IHG Hotel
02.2015 - 03.2017
Associate's degree - Criminal Justice
Hudson Valley Community College
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