Susan O'Hanley
Summary
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
27
27
years of professional experience
1
1
Certification
Work History
General Manager
Private Vacations
11.2021 - 05.2025
- Managing 50+ employees on a daily basis
- Dealing with guest/owner concerns
- Managing all aspects of vacation rentals, including maintenance, vendors, hiring, emergencies, and so much more.
- Creating daily routines of care in all aspects of rentals.
- Dealing with more than 400 units in Southern Utah, Hawaii, and Peru.
- Managed a 6/8 million annual budget
- Critical thinker
- Learning mindset
- Professional communication
- Collaboration
- Team leader/player
- Strong independent work ethic
- Digital Literacy
- Strong Emotional Intelligence
- Strong Common Sense approach
- Innovation
- Time Management
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
- Enhanced team collaboration and communication by introducing new project management tool, leading to more efficient project completions.
- Pioneered corporate social responsibility program, building community engagement and enhancing brand reputation.
- Spearheaded development of new market strategy, significantly enhancing brand recognition and customer base with innovative advertising campaigns.
- Drove revenue growth by identifying and penetrating new market segments with tailored marketing strategies.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Operations Manager
The Ohana Adventure (YouTube company)
03.2021 - 06.2021
- Temporary Position
- Created and organized products, platforms, editors, scriptwriters, newsletter platforms, and blog writing.
- Oversaw all payroll
- Product design and landing
- Managing quick books
- Created Monday platform and Slack communication
- VA for the owners of the company
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
Executive Chef
Dalivia
08.2020 - 03.2021
- Managed kitchen operations and a staff of thirty
- Purchased food items and ensured the kitchen was properly stocked at all times
- Planned unique daily menus and oversaw necessary food preparation while maintaining Safety standards
- Managed large party planning while ensuring total guest satisfaction.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
- Maintained a safe and sanitary work environment, adhering to health department standards and regulations.
- Increased customer satisfaction by creating innovative and diverse menus tailored to various dietary needs.
- Oversaw business operations, inventory control, and customer service for restaurant.
- Developed menus, controlled food costs and oversaw quality, sanitation, and safety processes.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
- Delivered excellent food quality and maximized customer satisfaction by preparing meals according to customer requests.
- Conducted regular evaluations of kitchen equipment and appliances, ensuring proper maintenance and timely replacement to maintain optimal operational efficiency.
- Created visually appealing plate presentations, enhancing the overall dining experience for patrons.
- Maximized profitability by effectively managing food costs through portion control and minimizing waste.
Reservation Manager
Movara Fitness Resort
08.2017 - 04.2020
- Organized stays at the resort
- Handled all forms of payment, including credit card transactions
- Rectified billing issues and dealt one-on-one with guests, averaging 300 people a week
- Created and managed income statements for the company
- Managed specialty advertising for the company
- Managed team of 8 and annual budget of 1 million.
Business Owner
Lasting Keepsakes /DBD Las Vegas Events and Design
08.1998 - 11.2017
- Project Manager and consultant for top décor companies in Las Vegas for wedding and event design
- Designed and created one of a-kind events for top companies such as Google, Kentucky Fried Chicken, Budweiser, and Miller Inc., Majic Show Conventions, FSL, Mandalay Bay, Mandarin Hotel, and many more.
- Floral and custom props with decor
- Managed and maintained a strict schedule and timeline for 50 plus employees
- Managed budgets well over 1 million per month.
- Top floral designer and creator for Bellagio Atrium for 8 years from 2004–2012
- Created keepsakes for weddings, memorials, awards, etc.
- Created keepsakes for corporate companies like KFC, Pepsi, and Google, as well as celebrities such as Pawn Shops, Celine Dion, etc.
- Created custom wood frames for keepsakes and other projects
- Event planning
- Sales
- Top 5 companies in the Las Vegas area for 25 years
- Time Management
- Critical thinking
- Digital Efficiency.
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Trained and motivated employees to perform daily business functions.
- Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
- Implemented efficient systems for inventory management, order processing, and shipping logistics.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Achieved consistent growth in annual revenue through strategic planning and execution of sales initiatives.
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
- Conducted market research to inform product development decisions and identify potential growth areas.
- Secured long-term sustainability of the business through prudent financial management practices such as cash flow optimization, cost control, and strategic investments.
- Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
- Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
- Optimized supply chain management, ensuring timely delivery of products and minimizing inventory costs.
- Expanded into new markets, conducting thorough analysis to ensure compatibility and potential for growth.
- Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
- Streamlined operational processes, significantly reducing overhead costs and improving efficiency.
- Increased customer satisfaction with personalized service offerings, addressing specific needs and preferences.
- Achieved significant cost savings by renegotiating service contracts without sacrificing quality or service levels.
- Implemented cutting-edge technology solutions to enhance operational productivity and customer engagement.
- Fostered positive company culture, attracting and retaining top talent through motivational leadership.
- Negotiated favorable terms with suppliers, improving profit margins without compromising on quality.
- Secured lucrative partnerships to expand market reach, negotiating contracts with precision and foresight.
- Pioneered customer feedback system, utilizing insights to refine products and services continually.
- Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
- Developed strategic business plan, guiding company towards sustainable growth and profitability.
- Cultivated strong online presence, managing social media platforms to engage with customers and build community.
- Improved team productivity with ongoing training and development programs, fostering culture of continuous improvement.
- Elevated brand visibility by spearheading comprehensive digital marketing campaign.
- Launched series of successful new products, conducting market research and adjusting offerings based on feedback.
- Enhanced financial health by implementing rigorous budget controls and financial planning strategies.
- Drove revenue growth with innovative sales strategies, understanding customer needs and market trends.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
Education
Bachelor of Business Administration - Business Administration And Management
University of Nevada
Las Vegas, NV06.1994
Skills
- NavisWorks project management
- Seasonal menu development
- Culinary operations management
- Network management
- Service excellence
- Culinary expertise
- Sales transaction management
- Customer dining experience management
- Script development
- Network infrastructure management
- Event planning expertise
- Culinary operations management
- Resource allocation management
- Experienced in software usage
- Administrative oversight
- Banquet experience
- Over a decade of office management expertise
- Experienced with Microsoft Office applications
- Microsoft Powerpoint
- English
- Stakeholder engagement
- Catering
- Organizational skills
- Cash management
- Microsoft SQL Server
- YouTube channel management
- Management
- Financial planning
- Hospitality operations management
- Administrative experience
- Outside sales
- Production management
- Payroll
- User Interface (UI)
- Interviewing
- Supervising experience
- Analysis skills
- Direct sales (10 years)
- Leadership and team building
- Problem resolution
- Operations management
- Efficient multi-tasker
- Effective leader
- Team leadership
- Staff management
Accomplishments
- Business Development: - Spearheaded acquisition of two competitor companies.Established and managed partner relationships on a daily basis. Developed new marketing strategy which increased customer base by 23%.
- Marketing - Implemented marketing strategies which resulted in 30% growth of customer base within the first two years..
- Collaborated with team of 30 in the development of the Atrium of the Bellagio Hotel from 1997 thru 2005. Serve still as a consultant for current management.
- Supervision - Supervised sales team to monitor sales activity and goal achievement.
Certification
Executive Chef Training - Ritz Escoffier School Paris France 1988-1990
Languages
Spanish
Limited Working
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Participating in cultural exchange programs and homestays
- Backpacking and Hiking
- Adventure Travel
Community Service
Casa/Gardian ad litem In Court appointed liaison for children, Court Appointed Special Advocates is a national association in the United States that supports and promotes court-appointed advocates for abused or neglected children. CASA are volunteers from the community who complete training that has been provided by the state or local CASA office., National, 1995-01, Present
Timeline
General Manager
Private Vacations
11.2021 - 05.2025
Operations Manager
The Ohana Adventure (YouTube company)
03.2021 - 06.2021
Executive Chef
Dalivia
08.2020 - 03.2021
Reservation Manager
Movara Fitness Resort
08.2017 - 04.2020
Business Owner
Lasting Keepsakes /DBD Las Vegas Events and Design
08.1998 - 11.2017
Bachelor of Business Administration - Business Administration And Management
University of Nevada
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