SHACQUEL HYTMIAH
Albany
Summary
Results-oriented General Manager with expertise in transforming hospitality operations. Led teams to enhance guest satisfaction and improve staff retention. Drove revenue growth and optimized operational efficiency through strategic leadership and relationship-building.
Overview
11
11
years of professional experience
Work History
General Manager
Four Points by Sheraton
Albany, NY
07.2024 - Current
- Oversaw daily operations, ensuring high standards of guest service and satisfaction.
- Directed staff training programs to enhance team performance and service quality.
- Established operational procedures that improved efficiency and reduced turnaround times.
- Implemented cost-control measures, optimizing budget management across departments.
- Developed marketing strategies that increased local visibility and revenue streams.
- Managed vendor relationships to secure favorable pricing and service agreements.
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 6 months of onboarding
- Managed any aspect of staffing, guest satisfaction, training, payroll and day to day operations for one of the busiest Holiday Inn Express in the region
- Oversaw operations for a team of 30-35 members.
- Developed and implemented team development initiatives for top property in Albany market, achieving leading staff retention rates and establishing a blueprint for future market leaders.
- Report directly to the company's Chief Operator/Owner.
General Manager
Comfort Inn Latham
Albany, NY
04.2021 - 04.2023
- Created effective business plans to ensure that strategic decisions were in line with long-term goals
- Improved operational success by hiring the right people, providing excellent training, adhering to food safety and sanitation regulations, and providing prompt guest service
- Was in charge of hiring, assigning, training, motivating, and terminating employees
- Monitored financial transactions and managed budget to ensure timely and efficient operations
- Reviewing financial transactions and keeping track of the budget to ensure that everything runs smoothly and on time
- Enhanced operational success by recruiting talented staff, delivering comprehensive training, ensuring compliance with food safety regulations, and optimizing guest service
Assistant General Manager
Holiday Inn Express & Suites Albany Airport - Wolf Road, an IHG Hotel
Albany, NY
04.2017 - 04.2021
- Maintained visible presence on-property, greeted guests, responded to inquiries, and resolved guest issues
- Increased revenue by implementing sales cycle procedures related to new business development and contract agreements.
- Implemented full-scale business strategies that resulted in higher customer satisfaction and improved operational efficiency
- Managed computer database and filing systems
- Forecasted monthly sales and production to support strategic planning
- Report directly to the company's General Manager
- Was in charge of the computer database and filing systems
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 align staffing levels with workload demands, ensuring smooth operations
- Trained team members on new hotel services and products to enhance guest experience and support promotional initiatives
- Assisted with front desk tasks during employee absences
- Ordered office supplies including ink cartridges, toner, and paper
- Interviewed and hired skilled professionals, enriching department expertise in guest service.
Education
Associate's degree - Criminal Justice
Hudson Valley Community College
Troy, NY05.2015
Bachelor of Science - Criminal Justice
University At Albany
Albany, NY05.2021
Skills
- Recruitment
- Interviewing
- Financial Oversight
- Forecasting
- Management
- Performance Management
- Team management
- Deadline-oriented
- Verbal and written communication
- Coaching and mentoring
- Relationship building
- Customer service
Timeline
General Manager
Four Points by Sheraton
07.2024 - Current
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
Bachelor of Science - Criminal Justice
University At Albany