Ushma Arya CHA.
Ocala,FL
Summary
As a Hotel General Manager my accomplishments in this role have varied depending on the hotel's specific goals and challenges, but some potential achievements might include: Increasing overall guest satisfaction scores and receiving positive guest feedback. Achieving and exceeding revenue and profitability targets. Successfully hosting high-profile conferences and events, earning repeat business. Implementing cost-saving initiatives that improve the hotel's financial performance. Leading the hotel to achieve recognition and awards for excellence in service and guest experience. Creating and implementing innovative marketing strategies that increase bookings and revenue. Developing a highly skilled and motivated team that delivers outstanding service consistently. Authorized to work in the US for any employer Customer-oriented General Manager with [Number] years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
25
25
years of professional experience
Work History
General Manager
Hilton Hotels and Resorts
04.2019 - 06.2023
- Of a Hilton full-service hotel with a restaurant, bar, and conference center, my role was pivotal in ensuring the overall success of the property
- My duties were diverse and would involve overseeing various aspects of the hotel's operations, guest satisfaction, financial performance, and team management
- Here are some key duties and potential accomplishments of a general manager in this position
- Operations Management:
- Oversee day-to-day operations of all hotel departments, including front desk, housekeeping, food and beverage, sales, marketing, and maintenance
- Implement and maintain high standards of service to ensure guest satisfaction and loyalty
- Coordinate with department heads to ensure smooth communication and collaboration between different teams
- Guest Experience and Satisfaction:
- Ensure that guest needs are met and that high-quality service is consistently delivered throughout the hotel
- Respond to guest feedback and complaints promptly, aiming to resolve issues and turn negative experiences into positive ones
- Monitor guest reviews and ratings, working to improve the hotel's
- Financial Management:
- Develop and execute the hotel's annual budget, ensuring that revenue and expense targets are met or exceeded
- Implement cost-control measures to maximize profitability without compromising service quality
- Analyze financial reports regularly and make data-driven decisions to improve performance
- Sales and Marketing:
- Collaborate with the sales team to attract group bookings, food and Beverage Management:
- Work closely with the restaurant and bar managers to maintain high standards of food quality, presentation, and service
- Develop menus and promotional activities to drive revenue and enhance the dining experience
- Ensure compliance with health and safety regulations in the food and beverage outlets
- Conference Center Operations:
- Oversee the conference center operations to ensure seamless execution of events and meetings
- Collaborate with the sales team to attract and secure bookings for conferences and events
- Work with event planners to ensure their needs are met and that events run smoothly
- Team Management:
- Recruit, train, and mentor department heads and key staff members to maintain a high-performing team
- Foster a positive and productive work environment that encourages teamwork and professional growth
- Conduct regular performance evaluations and provide feedback to employees and events to the conference center
- Devise and execute marketing strategies to promote the hotel, restaurant, bar, and conference facilities
- Monitor market trends and competitor activity to stay ahead of the competition.
Dual General Manager/Opening Manager
Double Tree and Tru by Hilton
03.2016 - 04.2019
- Managed day to day operations of two sister properties
- Double tree was a select service hotel with Restaurant and bar and had an annual revenue of 12-14 million dollars
- I also opened a Tru which was the sister property under the same ownership
- I was responsible for the QA, PIP and Brand Compliance and Hiring and Training for the opening of this brand-new Tru
- Complyed with and ensure adherence to Hospitality’s standards and regulations to encourage safe and efficient hotel operations
- In conjunction with the Director of Sales ensure daily ABR meetings focusing on the number of prospecting and existing account calls each person will make and the potential business results of these calls
- Assisted in the creation and implementation of hotel’s annual budget plan and monitors performance of the hotel throughout the year
- Played a pivotal role in hotel sales efforts including calling on top ten accounts meeting clients hosting luncheons and receptions and meeting with on-site contacts on a daily weekly and monthly basis
- Toured the operating departments daily making adjustments as needed via department heads
- Conducted weekly staff meetings including weekly training sessions presented by managers and self using the steps to effective training according to Hospitality’s standards and the review of previous and future sales and operations efforts
- Conducted monthly financial calls with properties in a timely fashion
- Held a monthly financial review with all department managers and available supervisors
- Adhered to Hospitality policies and procedures and train new managers to ensure compliance
- Ensured that training in service standards is taking place in each department using the steps to effective training according to Hospitality standards
- Assisted in creating a positive team-oriented environment which focuses on the guest through employee development and motivation
- Completed property visits on a consistent basis and provide trip reports accordingly
- Inspect ed rooms regularly (weekly at a minimum) with both the Housekeeping Manager and Property
- Engineer
- Ensured the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers
- Ensured that employees are at all times attentive friendly courteous and efficient in their interactions with guests managers and all other employees
- Reviews weekly and monthly financial position by estimating revenues and line-by-line expenses
- Analyze previous and projected data to generate an accurate reforecast
- Performed all department manager performance appraisals according toHospitality S.O.P.’s and ensure that managers are in compliance with the standards in their administration of performance appraisals to their staff
- Motivated coach counsel and discipline all management personnel according to Aimbridge Hospitality
- S.O.P.'s and ensure that managers are in compliance with the standards in their administration of counseling and disciplinary steps
- Ensured that all employees receive fair and equitable treatment according to Hospitality S.O.P.'s
- Met sales clients on the property including meeting contacts and potential clients touring the property to assist in the sales effort
- Present in the public areas during peak times greeting guests and offering assistance as needed
- Maintained procedures for handling of the hotel safe specifically with regard to security and initiate a monthly safe audit
- Conducted bi-monthly credit meetings and take an active role in the hotel credit and collection policies
- Completed required corporate training modules and become certified to train those as required
- Ensured that all scheduled meetings take place on the property.
Dual General Manger/Opening Manager
Home 2 Suites by Hilton and Hilton Garden Inn, Florida
02.2013 - 03.2016
- Managed a select service Hilton property with a high-volume bar
- Opened a brand-new Home 2 Suites
- Ensured that all decisions are made in the best interest of the hotels and management
- Derived hotel budget goals and set other short- and long-term strategic goals for the property
- Developed improvement actions, carry out costs savings.
General Manager
Claridge by Radisson a Casino/Resort Property
02.2010 - 02.2013
- Responsible for day-to-day operations of a 500 room Casino/Resort/ waterfront hotel
- This hotel had workers union
- Closely monitor the hotels business reports on a daily basis and take decisions accordingly
- The hotel had Bar and Restaurant, Conference center, Banquet space of almost 100,000 sq feet and
- Roof top Bar
- This property had an annual sale of 22-24 million dollars
- Was accountable for responsibilities of department heads and take ownership of all guest complaints
- Provided effective leadership to hotel team members
- Respond to audits to ensure continual improvement is achieved
- Corporate client handling and took part in new client acquisition along with the sales team whenever required
- Assisting in residential sales as and when required and development with strong sales prospects
- Responsible for safeguarding the quality of operations both (internal & external audits)
- Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.
Dual General Manager/ Opening Manager
Baymont Inn and Suites ad Comfort Inn and Suites
08.2007 - 01.2010
- Responsible for two Wyndham and Choice properties in Flagstaff Arizona
- Increased revenue by implementing new ideas that resulted in full occupancy on daily basis
- Conducted coaching/counseling sessions, performance evaluations, discipline documents, and terminations
- Earned recognition of owners and clients on a consistent basis for excellent performance -
- Handled scheduling, hiring, and training operations.
General Manager
Fairfield Inn and Suites by Marriot
03.2003 - 08.2007
- Responsible to perform all manager duties and ensuring stability in daily business activities
- Supervised a staff of 34 employees
- In charge of bi-weekly payroll, associates schedules, and sales operation
- Trained, coached and mentored all associates to increase their level of knowledge and how to uncover additional needs
- Increased sales, customer service scores, and exceeded yearly sales
- Responsible for safeguarding the quality of operations both (internal & external audits)
- Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.
General Manager Boutique
Brookdale Lodge
06.1998 - 02.2003
- Managed a 98 room full service boutique hotel with cabins .
Education
CHA - Hospitality Management
AHLA
AHLA2017
Bachelor's degree - Pharmacy, Polytechnic
Pharmacy Polytechnic
Mumbai, Maharashtra01.1994
Skills
- Organisational skills
- Leadership Languages
- Internal Audits
- Team Management
- Quality Assurance
- Supervising Experience
- Microsoft Office
- Presentation Skills
- CGMP
- New Business Development
- Program Development
- Total Quality Management
- Training and Development
- Administrative Skills
- Interpersonal Skills
- Supervision and Training
- Networking Abilities
- Product Development
- Event Management
- Sales Expertise
- Negotiation
- Performance Improvement
- Budget Administration
- Operations Management
- Human Resources Leadership
- Recruitment
Languages
Hindi
Marathi
Gujarati
Punjabi
Urdu
Professional Working
Timeline
General Manager
Hilton Hotels and Resorts
04.2019 - 06.2023
Dual General Manager/Opening Manager
Double Tree and Tru by Hilton
03.2016 - 04.2019
Dual General Manger/Opening Manager
Home 2 Suites by Hilton and Hilton Garden Inn, Florida
02.2013 - 03.2016
General Manager
Claridge by Radisson a Casino/Resort Property
02.2010 - 02.2013
Dual General Manager/ Opening Manager
Baymont Inn and Suites ad Comfort Inn and Suites
08.2007 - 01.2010
General Manager
Fairfield Inn and Suites by Marriot
03.2003 - 08.2007
General Manager Boutique
Brookdale Lodge
06.1998 - 02.2003
CHA - Hospitality Management
AHLA
Bachelor's degree - Pharmacy, Polytechnic
Pharmacy Polytechnic
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