Shonelle Boucher
Pompano Beach,FL
Summary
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Overview
13
13
years of professional experience
Work History
General Manager
Fairfield Inn & Suites by Marriot
Fort Lauderdale , FL
2020.12 - Current
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Supervised employees through planning, assignments, and direction.
- Administered employee discipline through verbal and written warnings.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Tracked monthly sales to generate reports for business development planning.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Guided management and supervisory staff to promote smooth operations.
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Ensured compliance with local health department regulations regarding food safety standards.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
Director of Front Office Operations
Highgate Hotels L.P. Dba Sawgrass Grand Hotel
Sunrise , FL
2016.04 - 2019.04
- Oversee Housekeeping department for over 8 months during several Housekeeping manager transitions
- Managed staff of 24 housekeepers and 2 Supervisor
- Oversee all hotel operations during a 6-month absence of a GM
- Schedule and monitor staff to ensure the department is within the budgeted guideline
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of Front Office team activities
- Trained team members on new hotel services and products to support promotional efforts
- Assisted the HR Manager with interviewing potential employees, asking appropriate questions and providing feedback after interviews
- Resolved issues through active listening, evaluating and problem solving
- Established and developed highly efficient dependable Front Office team by delivering ongoing coaching motivation while providing opportunities for career acceleration through achievements
- Built and maintained excellent customer relationships through timely response to inquiries by going above and beyond to accommodate unusual requests.
General Manager
Prince Bush Hotels/Midas Hospitality Dba Hampton Inn Hotel
Plantation , FL
2013.06 - 2016.04
- Led all corporate communications to optimize information sharing initiatives
- Maintained project quality with a hands-on management style
- Delivered business strategy and developed systems procedures to improve the quality efficiency of operations
- Contributed to GOP success of up to 60% by monitoring assigned cost
- Participated in daily yield management strategies to minimize revenue
- Guided team through a full renovation to ensure Hampton standards were kept and minimize effect on customer
- Managed, trained and motivated back front-of-house employees to always be improving knowledge abilities in the field
- Increased revenue streams by reducing costs, managing schedules and performing variance risk analysis to implement corrective actions
- Managed F&B, which included scheduling, training and hiring
- Also responsible for placing all orders, maintain inventory and ensuring brand standards are kept
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration
- Oversee engineering dept., by given needed supported to the management team
- Managed Housekeeping department during the absence of a housekeeping manager for over two months while maintaining responsibilities as GM.
Housekeeping Manager
Prince Bush Hotels Dba Holiday Inn Express
Hollywood , FL
2013.04 - 2013.06
- Managed all housekeeping functions to include, laundry, public area and guest rooms
- Scheduled and trained housekeeping staff
- Responsible for implementing an effective MPR program
- Implementing strict inspection process
- Crated and effectively implemented a one strike Clean Room program
- Created sheet change procedure and employee handbook addendum.
Assistant General Manager
Baywood Hotel Hampton Inn Airport South
Hollywood , FL
2011.03 - 2013.04
- Enforced quality assurance protocols to deliver ideal customer experiences
- Managed budget implementations, employee reviews, training and scheduling
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability
- Motivated, trained and disciplined employees to maximize performance
- Resolved problems promptly and effectively to elevate customer approval.
Education
Bachelor of Science in Business Management -
University of Phoenix
Skills
- Recruitment
- Business operations
- Operations
- Scheduling
- Training
- Strategic planning
- Relationship building
- Budget
- Staff training
- Multi-tasker
- Housekeeping Management
- Benefits Administration
- Performance Management
- Human Resources Management
- Change management
- Employee relations
- Risk analysis
- Talent acquisition
- Customer service
- Team leadership expertise
- Strategic planning skill
- Training and development background
- Business operations knowledge
- Staff training/development
- Employee scheduling
- Deadline-oriented
- Performance improvement
- Conflict resolution
- Project management
- Budget administration
- Efficient multi-tasker
- Budget development
Timeline
General Manager
Fairfield Inn & Suites by Marriot
2020.12 - Current
Director of Front Office Operations
Highgate Hotels L.P. Dba Sawgrass Grand Hotel
2016.04 - 2019.04
General Manager
Prince Bush Hotels/Midas Hospitality Dba Hampton Inn Hotel
2013.06 - 2016.04
Housekeeping Manager
Prince Bush Hotels Dba Holiday Inn Express
2013.04 - 2013.06
Assistant General Manager
Baywood Hotel Hampton Inn Airport South
2011.03 - 2013.04
Bachelor of Science in Business Management -
University of Phoenix
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