Shauna peifer
Magna,UT
Summary
Dynamic District Manager with extensive experience at Extended Stay America, excelling in strategic planning and operations management. Proven track record in enhancing guest satisfaction and driving revenue growth through effective leadership and staff development. Skilled in financial oversight and fostering a positive team culture, ensuring compliance and operational excellence.
Results-focused management professional prepared to excel in high-demand environments. Known for optimizing operations, enhancing customer experience, and implementing strategic initiatives. Emphasizes team collaboration and adaptability to meet evolving business needs. Proficient in operational management and strategic planning.
Overview
18
18
years of professional experience
Work History
District Manager
Extended Stay America
09.2025 - Current
- Operations & Standards: Ensure all hotels meet company quality, cleanliness, and guest service standards; inspect facilities and operations.
- Financial Management: Manage district P&L, budgets, control expenses, maximize revenue, and analyze performance metrics.
- Leadership & Staffing: Recruit, train, mentor, and develop General Managers (GMs) and their teams; foster a positive culture and resolve complex issues.
- Strategy & Growth: Develop and execute business plans, marketing initiatives, and operational improvements to drive sales and profitability for the entire district.
- Compliance & Safety: Enforce company policies, local/federal laws, and ensure safety and security for guests and staff.
General Manager
Extended Stay America
02.2023 - 09.2025
- Operations Management: Direct daily hotel functions, ensuring smooth running of all departments (front desk, housekeeping, maintenance).
- Financial Oversight: Develop budgets, control expenses, monitor revenue, and implement strategies to maximize profitability.
- Guest Experience: Guarantee guest satisfaction, resolve complaints, and maintain high service standards to build loyalty.
- Staff Leadership: Recruit, train, motivate, and manage all hotel employees, fostering a positive work culture and developing future leaders.
- Sales & Marketing: Develop and execute strategies to attract guests, increase occupancy, and build the hotel's brand.
- Strategic Planning: Set long-term goals, monitor industry trends, and adapt to market changes for sustainable growth.
- Compliance & Safety: Ensure adherence to all legal regulations, health codes, and safety protocols.
- Stakeholder Relations: Build and maintain relationships with owners, vendors, and the local community.
General Manager
Extended Stay America
11.2020 - 02.2023
- Operations Management: Direct daily hotel functions, ensuring smooth running of all departments (front desk, housekeeping, maintenance).
- Financial Oversight: Develop budgets, control expenses, monitor revenue, and implement strategies to maximize profitability.
- Guest Experience: Guarantee guest satisfaction, resolve complaints, and maintain high service standards to build loyalty.
- Staff Leadership: Recruit, train, motivate, and manage all hotel employees, fostering a positive work culture and developing future leaders.
- Sales & Marketing: Develop and execute strategies to attract guests, increase occupancy, and build the hotel's brand.
- Strategic Planning: Set long-term goals, monitor industry trends, and adapt to market changes for sustainable growth.
- Compliance & Safety: Ensure adherence to all legal regulations, health codes, and safety protocols.
- Stakeholder Relations: Build and maintain relationships with owners, vendors, and the local community.
General Manager
Extended Stay America
06.2017 - 11.2020
- Operations Management: Direct daily hotel functions, ensuring smooth running of all departments (front desk, housekeeping, food & beverage, maintenance).
- Financial Oversight: Develop budgets, control expenses, monitor revenue, and implement strategies to maximize profitability.
- Guest Experience: Guarantee guest satisfaction, resolve complaints, and maintain high service standards to build loyalty.
- Staff Leadership: Recruit, train, motivate, and manage all hotel employees, fostering a positive work culture and developing future leaders.
- Sales & Marketing: Develop and execute strategies to attract guests, increase occupancy, and build the hotel's brand.
- Strategic Planning: Set long-term goals, monitor industry trends, and adapt to market changes for sustainable growth.
- Compliance & Safety: Ensure adherence to all legal regulations, health codes, and safety protocols.
- Stakeholder Relations: Build and maintain relationships with owners, vendors, and the local community.
Guest Service Representative/Team Leader
Extended Stay America
02.2015 - 06.2017
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Managed check-in and check-out processes, ensuring smooth guest transitions and satisfaction.
- Assisted in maintaining cleanliness and organization of front desk and lobby areas.
- Collaborated with housekeeping to ensure readiness of rooms for incoming guests.
- Trained new staff on customer service protocols and operational procedures.
- Implemented process improvements to enhance guest experience and operational efficiency.
- Developed rapport with repeat guests, fostering loyalty through personalized service.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Negotiated with vendors for supplies and services, achieving cost savings while maintaining quality.
- Enhanced security measures, ensuring safe environment for guests and staff.
Reservation Agent
Intercontinental Hotels Group
09.2007 - 08.2016
- Guest Interaction: Answer inquiries, provide details on rooms, rates, facilities, and local attractions via phone, email, or chat.
- Sales & Upselling: Use suggestive selling techniques to upsell rooms or packages and maximize revenue.
- Special Requests: Accommodate and document guest preferences (e.g., high floor, crib, accessibility needs).
- Coordination: Liaise with Front Desk, Housekeeping, and Sales teams for guest arrivals and specific needs.
- Problem Resolution: Address guest issues, resolve complaints, and make contingency plans for travel disruptions.
- Data Entry: Accurately input guest details, payment info, and reservation codes.
Education
High School Diploma -
Grand County High School
Moab, UT06-2000
Skills
- Leadership skills
- Recruiting and hiring
- Strategic planning
- Customer service
- Training and coaching
- Attention to detail
- Operations management
- Customer relations
- Staff development
- Decision-making
- Team building practices
- Employee scheduling
Timeline
District Manager
Extended Stay America
09.2025 - Current
General Manager
Extended Stay America
02.2023 - 09.2025
General Manager
Extended Stay America
11.2020 - 02.2023
General Manager
Extended Stay America
06.2017 - 11.2020
Guest Service Representative/Team Leader
Extended Stay America
02.2015 - 06.2017
Reservation Agent
Intercontinental Hotels Group
09.2007 - 08.2016
High School Diploma -
Grand County High School