Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst

Stephen Stertzbach

Hospitality
Tampa,FL

Summary

General Manager /Operations Management / Customer Service /

Hospitality Management

Accomplished, results-driven leader with 15+ years of experience in hospitality operations, guest experience, and performance management, within hospitality environments. Skilled in communicating with executives and collaborating with various members of the organization to achieve business and service objectives. Highly adept at increasing revenue generation, enhancing performance through strategic planning, and proactively leading significant projects. Proficient in time management, problem-solving, and employee retention.

Overview

16
16
years of professional experience
1
1
Certificate
4
4
years of post-secondary education

Work History

General Manager

FAIRFIELD INN & SUITES BY MARRIOTT
Calhoun, GA
02.2019 - 05.2021
  • Spearhead the operations of 73-room select service property, including managing a team of 20 and 5-figure budgets; establish a positive and productive atmosphere
  • Orchestrate daily meetings with staff to communicate weekly goals and discuss policy or procedures; review all brand standards to Guarantee operating accordingly and within company standards
  • Create and implement a plan to confirm Assistant General Manager (AGM) success
  • Key Contributions Utilize a focus on revenue management to develop strategies to grow average daily rate (ADR) and exceed YOY sales each month
  • Apply exceptional leadership and in-depth operations knowledge to boost staff performance, sales, and employee retention, resulting in increasing guest satisfaction from 82.6 to 91.4
  • Successfully manage accounts receivable delinquent accounts, collecting $5,000 in outstanding debt.
  • Supervised team of [resolve issues arising during shifts.

Grooming Salon Manager

PETSMART
Acworth, GA
04.2016 - 02.2019
  • Responsible for onboarding all new salon associates and groomers, ensuring the completion of all training requirements and annual safety certifications
  • Evaluated the quality of grooms and provided ongoing learning opportunities
  • Conducted assessment on all pets to recommend services and foster rapport with customers
  • Performed dog grooming services to breed standards and to client’s personal preferences
  • Ensured the safety and well-being of every pet and associate in the store, taking immediate action as necessary
  • Key Contributions Led the re-training of senior groomers to increase safety and reduce accidents by 60%; transformed the salon layout to boost safety and efficiency for staff and pets; mentored new employees to prep for grooming academy
  • Directed a staff of 15, while providing high-quality service to increase customer compliments by 40%
  • Ontinued

Assistant General Manager

Stephen Stertzbach, HOLIDAY INN
Clearwater, FL
03.2012 - 03.2016
  • Supported all aspects of the operation, including the day-to-day staff management, guest and employee satisfaction, human resources, financial performance, cost control management, sales and revenue generation
  • Assisted the General
  • Anager in leading the team in the development and implementation of property-wide strategies
  • Maintained guest service, while demonstrating a commitment to guest service by responding to guest needs in a timely manner
  • Key Contributions Created and implemented new guest recognition to increase overall hotel loyalty; improved overall guest satisfaction from 73 to 86.77
  • Reduced department expenses and to achieve budget by 3%-5%; evaluated profit and loss and implemented corrections on improper coding
  • Achieved higher customer service rating by developing team members through proper training and mentoring.

General Manager

SILVERSEAS BEACH RESORT
Fort Lauderdale, FL
08.2006 - 03.2012
  • Successfully achieved targeted budget guidelines and improved employee and guest satisfaction surveys
  • Identified guest and hotel needs, including maintaining optimum levels of supplies and responding to all guest comfort and billing inquiries; oversaw staffing and training of the various teams
  • Effectually directed daily operations, including developing, managing, and maintaining 6-figure budgets
  • Key Contributions Increased resorts profits by 15% by restructuring business lines with third party bookings
  • Instrumental in reopening the resort after Hurricane Katrina by ensuring execution of resort renovations
  • Coordinated with all staff to maintain and confirm owners’ satisfaction, leading to a 30% increase in gratification.

General Manager

COMFORT SUITES
Clearwater, FL
07.2005 - 08.2006
  • Headed and managed budgets, as well as profit and loss; consistently achieved margin targets to maintain alignment with growth plans
  • Managed staff to guarantee an exceptional arrival experience and maintain rapport with guests throughout visit
  • Scheduled staff by identifying business levels and hotel needs
  • Orchestrated promotional events and communicated with community to increase sales volume
  • Catapulted monthly staff retention rate by implementing new training programs
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Oversaw the purchasing of food, cleaning supplies, and other materials
  • Key Contributions Streamline and enhanced operational success through effective staffing, exceptional staff training, compliance with safety regulations, and well-timed customer service
  • Actively ensured exceptional performance to receive superior customer service satisfaction scores for 5 consecutive quarters
  • Enforced quality assurance protocols to deliver ideal customer experiences, while adhering to quality standards and procedures to minimize errors and maximize customer satisfaction.

Education

High School Diploma -

Marlington High School
Alliance, OH
1989 - 1993

Bachelor of Arts - Hospitality

Keiser University
Tampa, FL
2021 - Current

Skills

    Performance improvement

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Certification

Servsafe

Timeline

Servsafe

12-2022

Bachelor of Arts - Hospitality

Keiser University
2021 - Current

General Manager

FAIRFIELD INN & SUITES BY MARRIOTT
02.2019 - 05.2021

Grooming Salon Manager

PETSMART
04.2016 - 02.2019

Assistant General Manager

Stephen Stertzbach, HOLIDAY INN
03.2012 - 03.2016

General Manager

SILVERSEAS BEACH RESORT
08.2006 - 03.2012

General Manager

COMFORT SUITES
07.2005 - 08.2006

High School Diploma -

Marlington High School
1989 - 1993

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