Syeda Mehr Fatima
Dumfries,VA
Summary
Experienced and results-driven General Manager with 13 years of demonstrated success in leading and optimizing operations within diverse industries. Adept at overseeing all aspects of business operations, including strategic planning, financial management, team leadership, and customer relations. Proven track record of driving profitability, implementing cost-saving initiatives, and fostering a positive organizational culture. Skilled in developing and executing effective business strategies to achieve company objectives and exceed performance targets. Strong communicator with the ability to build and maintain relationships at all levels. Passionate about driving continuous improvement and delivering exceptional results in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
General Manager
Holiday Inn Express Quantico VA
04.2022 - Current
- Managing entire operation, human resources and sales functions of hotel along with revenue management
- Entering bills in to M3 and processing payroll in adp
- Accomplished hotel revenue and gave hotel best year in revenue
- Executed revenue meetings with IHG and accomplished best star report in area
- Executed operational activities that produce results in fulfillment or in excess of business plan
- Directed activities that assure compliance with Hotel Brand
- Ensured full compliance to hotel’s operating controls, standard operating procedures, policies, and service standards
- Established productive relationships with business associates and community leaders
- Handling complaints and overseeing service recovery procedures
- Managing on-going profitability of hotel, ensuring revenue and guest satisfaction targets are met and exceeded
- Ensure all decisions are made in best interests of hotel and management
- Controlling labor and other expenses within budgeted guidelines
- Managing all hotel positions and daily shifts
- Managing all HR and admin work, scheduling, and payroll
- Managing all departments and working closely with department heads daily
- Communicating clearly defined goals and objectives to staff and holding them accountable using objective measurements
- Managing all department’s supply chain systems and relationships with vendors
- Inspecting guests’ rooms, public access areas, and outside grounds for cleanliness and appearance on daily basis
- Provide effective leadership to hotel team members
- Responding to audits and QA and made sure hotel passes QA
- Budgeting and forecasting monthly and yearly for hotel and gaining profitable P & L.
General Manager
Sleep Inn Quantico VA
10.2020 - 02.2022
- Managed entire operations, human resources and sales functions of hotel along with revenue management
- Accomplished hotel revenue and gave hotel best year in revenue
- Executed revenue meetings with choice international
- Executed operational activities that produce results in fulfillment or in excess of business plan
- Directed activities that assure compliance with Hotel Brand
- Ensured full compliance to hotel’s operating controls, standard operating procedures, policies, and service standards
- Established productive relationships with business associates and community leaders
- Assisted in overlooking capital improvement and renovation projects
- Handling complaints and overseeing service recovery procedures
- Managing on-going profitability of hotel, ensuring revenue and guest satisfaction targets are met and exceeded
- Ensure all decisions are made in best interests of hotel and management
- Controlling labor and other expenses within budgeted guidelines
- Managing all hotel positions and daily shifts
- Managing all HR and admin work, scheduling and payroll
- Managing all departments and worked closely with department heads on a daily basis
- Communicates clearly defined goals and objectives to staff and holds them accountable using objective measurements
- Managing all department’s supply chain systems and relationships with vendors
- Inspecting guests’ rooms, public access areas, and outside grounds for cleanliness and appearance on daily basis
- Provide effective leadership to hotel team members
- Responding to audits and QA and made sure hotel passes QA
- Assures proper maintenance of physical property to protect owner’s investment, remain competitive within market, and minimize liability risks to life and property.
Assistant General Manager
Holiday Inn Express
07.2019 - 10.2020
- Helped in opening brand-new hotel
- Monitored and evaluated all department daily activities to ensure successful operation of hotel facilities, services, and amenities
- Establish and review departmental standards, guidelines, and objectives
- Oversee hotel administrative processes, Human resources such as staffing, training, and budgeting/finance to ensure proper planning and organization
- Supported hotel’s sales and business strategies to maximize revenues and profitability
- Partner with General Manager to create positive work environment; Serve as support resource for front line staff in all departments
- Conducted daily walk-throughs and quality checks to drive exceptional service and guest satisfaction at all points of contact, to include pre-arrival, check-in/check-out, food & beverage, transportation, housekeeping, laundry, banquets, conference services and maintenance
- Planned and delegate daily operational activities against forecasted business volume
- Drive effective communication across all departments to ensure consistency, cohesiveness and understanding of objectives and priorities
- Addressed and responded to guest comments on travel review sites, comment cards or other mediums
- Issued supplies and equipment as needed and participate in regular inventories to ensure proper supply levels
- Intervened, assisted and documented instances of guest or employee incidents
- Approve and process vendor invoices, complete bank deposits, audit cash banks and perform other accounting-related functions as necessary
- Maintained integrity of hotel’s compliance with company’s safety and security program and ensure adherence to all company and brand policies, practices, procedures, and guidelines
- Analyzed and evaluated hotel performance by compiling statistics such as occupancy and labor index reports
- Controlled and submitted payroll to accounting department.
Front Office Operations Manager and Account Receivable
Holiday Inn
03.2017 - 05.2019
- Assisted in monitoring and controlling labor costs and expenses and achieving revenue and profitability goals
- Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security
- Check billing instructions and guest credit for compliance with hotel credit policy Assist in managing day-to-day activities of Front Office staff
- Schedule employees to ensure proper coverage
- Recommended and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies
- Alert management of potentially serious issues
- Ensure all staff is professionally trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions
- Promoted teamwork and quality service through daily communication and coordination with other departments
- Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance
- Ensured guests receive prompt, professional attention and personal recognition
- Ensure guests are greeted upon arrival
- Respond appropriately to guest complaints
- Implement appropriate service recovery gestures in order to ensure total guest satisfaction
- Scheduled and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company
- Assist in creating and implementing action plans to correct deficiencies
- Trained appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations
- Served as “manager on duty” as required
- Performed other duties as assigned including assisting staff with their job functions during peak period.
Education
High School -
Beaconhouse School System
Bachelor of Arts -
Bahira University
Islamabad, PakBachelor's in Hospitality Management -
George Mason University
06.2016
Skills
- MS Office Suite
- Opera
- Merlin
- Excel
- Concerto
- Certify
- Oxi
- Holidex
- Choice Advantage
- SharePoint
- M3
Certification
- Certified IHG General Manager
- Certified IHG Operations Manager
Languages
English
Full Professional
Urdu
Full Professional
Timeline
General Manager
Holiday Inn Express Quantico VA
04.2022 - Current
General Manager
Sleep Inn Quantico VA
10.2020 - 02.2022
Assistant General Manager
Holiday Inn Express
07.2019 - 10.2020
Front Office Operations Manager and Account Receivable
Holiday Inn
03.2017 - 05.2019
High School -
Beaconhouse School System
Bachelor of Arts -
Bahira University
Bachelor's in Hospitality Management -
George Mason University
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