Hotel Operations Resume Sample

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Eli Jacobs
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Work Experience


Director Hotel Operations
03/2018 - PRESENT
Chicago, IL
  • Directly related work experience, preferably managing multiple properties
  • Keeping SAFETY is the priority focus
  • Deliver amazing Guest Services
  • Creates an atmosphere that induces guests to have Pinnacle Entertainment, Inc. as their casino/hotel of choice; responsible for actively building and retaining customer relations and acts as a mentor to team members in order to provide superior customer service
  • Hires, trains, motivates, evaluates, and directs hotel management staff in order to ensure that team members receive adequate guidance and resources to accomplish established objectives
  • Monitors and evaluates all department daily activities, including hotel housekeeping, health club, front office, telecommunications, reservations, guest services, laundry, wardrobe, transportation, garage, and retail gift shop in order to ensure the successful operation of the hotel facility and amenities
  • Establishes department standards, guidelines, and objectives, and oversees other administrative processes such as budget and staffing to ensure proper planning and efficient operation of hotel
RVP Select Hotel Operations
04/2012 - 12/2017
Chicago, IL
  • Prepare monthly / annual departmental budget / forecast and provide supporting documentation to senior management’s review, when necessary
  • Develops and implements strategic plan and vision for the division consistent with Mandalay Bay Resort & Casino’s strategic vision
  • Provides leadership and direction in the development, execution and measurement of guest service standards consistent with the company’s SHOW service standards
  • Directs the research, development, evaluation and implementation of new products, services, technology and processes to ensure Mandalay Bay Resort & Casino’s competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment
  • Provides leadership for the division’s Human Resources responsibilities to include
  • Provides leadership and direction in the development, execution and measurement of policies and guest service standards consistent with the company’s SHOW service standards to increase the quality of service
  • Conduct Purpose and START presentations with all new GM’s, management companies, owners and asset managers at the host hotel
Administrative Assistant Hotel Operations
01/2008 - 03/2012
San Francisco, CA
  • Evaluates hotel performance by compiling statistics such as occupancy and labor reports and guest satisfaction questionnaire in order to implement necessary changes to ensure the most successful operation of hotel services and adherence to company objectives
  • Evaluates hotel performance by compiling statistics such as occupancy and labor reports and guest satisfaction questionnaire in order to implement necessary
  • Makes recommendations for major operation changes such as establishing room rate and changing of services in order to help guide Pinnacle Entertainment, Inc. towards achievement of objectives
  • Sets short-term and long range goals in tandem with Executive Team and GM's to aid and achieve each property’s defined performance metrics
  • Provides leadership and direction in the development, execution, and measurement of guest service standards within the Hotel Division consistent with the company’s SHOW service standards
  • Directs the research, development, evaluation, and implementation of new products consistent with continuous improvement standards for services, technology, and processes to ensure Hotel Division’s competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment
  • Provide input and execute the development, implementation, and measurement of guest service standards consistent with the company’s core service standards and brand attributes
  • Participate in the research, development, evaluation and implementation of new products, services, technology and processes to ensure the property’s competitive position and in anticipation of changing customer needs within the dynamic hospitality / gaming environment
  • Direct Human Resources responsibilities including creating a work environment which promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; compliance with company policies, legal requirements and collective bargaining agreements

Education


Antioch University McGregor
2003 - 2007
Bachelor's Degree in Management

Professional Skills


  • Proven leadership skills in ensuring training, policy compliance and standard of operation
  • Strong organization, verbal and written communication and analytical skills
  • Ability and willingness to operate in a fast-pace, complex corporate environment
  • Accept assignments from multiple people and prioritize accordingly
  • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer
  • Demonstrates and zealously drives guest satisfaction for the brand’s target customer
  • Lead all aspects of team member relations including, but not limited to, hiring, coaching, recognizing, and evaluating team members and leaders

How to write Hotel Operations Resume

Hotel Operations role is responsible for software, finance, training, payroll, reporting, digital, travel, events, commitment, gaming.
To write great resume for hotel operations job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Hotel Operations Resume

The section contact information is important in your hotel operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Hotel Operations Resume

The section work experience is an essential part of your hotel operations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous hotel operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular hotel operations position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Hotel Operations resume experience can include:

  • Provide leadership and direction in the development, execution, and measurement of guest service standards within the Hotel Division consistent with the company’s core service standards of S.H.O.W
  • Previous experience working in a similar resort setting and experience with Guest Services, Front Desk and other Hotel Divisional areas
  • Advanced Excel skills with ability to utilize formula functions
  • Experience with financial planning, forecast, labor and payroll
  • Manage all financial operating expenses; budget, P&L, labor costs, controllable expenses, and cost of goods
  • Previous F&B experience including Restaurants would be an asset

Education on a Hotel Operations Resume

Make sure to make education a priority on your hotel operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your hotel operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Hotel Operations Resume

When listing skills on your hotel operations resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical hotel operations skills:

  • Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, Team Members and outside contacts
  • Maximize daily sales and effectively manage costs and labor
  • Exemplary knowledge of guest service skills
  • Set priorities, plan, organize and delegate responsibility
  • Two (2) to three (3) years experience as a Hotel Manager or Director
  • Implements measurements for guest experience, service, quality and profitability to identify gaps and develop appropriate solutions

List of Typical Experience For a Hotel Operations Resume

1

Experience For Director Hotel Operations Resume

  • Experience with property management systems (LMS)
  • Experience with business intelligence and performance management systems (Cognos)
  • Experience with special needs of VIP Guests
  • Assists the Park MGM Marketing team with the development of establishing the NoMad as a separate and unique brand
  • Assists the Park MGM Marketing team with creating a campaign to increase the awareness of NoMad
  • Responsible for ensuring all outlets have the highest standards for safety and sanitation
2

Experience For Director of Hotel Operations Resume

  • Responsible to take proactive approach to guest relations, i.e. time spent on floor interacting with guests
  • Analyze and observe experiential customer interactions with regard to arrival, departure and on-site interactions making applicable changes
  • Ensures that staffing levels match business demands in relation to the pre-established productivity standards
  • Develops a culture that creates one on one relationships with NoMad guests by creating programs for personalized communication
  • Read and understand instructions, safety rules, regulations, etc
  • Lead all aspects of the operation: staffing, training, team member relations, repair and maintenance, cleanliness, organization, service timing, quality product, and administration
3

Experience For Executive Director Hotel Operations Resume

  • Work with respective areas to develop annual plans and budgets for operations
  • Ultimately responsible for all aspects of the guest visit and the quality of experience that the team delivers to the guest, i.e. product, timing, service. This includes, communicating with team members and leaders on guest feedback and resolving issues directly with guests
  • Empower leaders and team members to deliver Magical and Memorable Moments
  • Ensures the highest level of quality and standards
  • Ensure team member engagement is maintained at a high level
  • Establishes operational guidelines for the recruitment and retention of outlet team members
  • Has an in-depth knowledge of all operational aspects within the arrival/departure/Front Office/Concierge and customer development/experiences/correspondence disciplines
4

Experience For VP Hotel Operations Resume

  • Provide strategic direction based upon observations and in compliance with the Company’s overall goals and objectives – ability to establish a vision and objectives for the departments overseen
  • Provides leadership and direction in the development, execution and measurement of guest service standards within the Hotel Division consistent with the Company’s core standards
  • Develops a culture that promotes effective communication, service excellence, teamwork, feedback, respect, recognition, employee satisfaction and diversity
  • Ensure that all aspects of the events and other special occasions are coordinated and all departments that work with NoMad are prepared
  • Works with Sales, Casino Marketing and other service departments in understanding the VIP customers and directing / developing programs to ensure their overall guest satisfaction
  • Serves as the primary point of contact for service training
5

Experience For Director Hotel & F&B Operations Resume

  • Works closely with management to ensure the establishment of sounds business practices
  • Provides oversight for the operating margin of applicable departments understanding top line revenue growth opportunities as well as controlling costs in order to maximize EBITDA
  • Conduct staff meetings as applicable
  • Stay current and knowledgeable of the latest industry equipment, technology, and best practices
  • Provides macro-level strategic direction for key Hotel Operations functions including Park Hosts along with working directly with Housekeeping, Front Services, PBX, Sales, and Casino Marketing
6

Experience For RVP Select Hotel Operations Resume

  • Provide input into and execute strategic plan consistent with the annual business/marketing plan as submitted to the Vice President of Hotel Operations
  • Direct leadership responsibilities including: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training, and succession planning processes that encompass the Company’s diversity commitment
  • Directs all team members to ensure all comply with company policies, legal requirements and collective bargaining agreements
  • Work with Engineering on any preventative maintenance programs that are required in order to keep the room and suite product immaculate
  • Ensure adherence to guest service standards within established departmental policies and procedures
  • Provide input into and execute the development, implementation, and measurement of guest service standards consistent with the Company’s Standards and brand attributes
  • Experience in Hotel Operations and/or guest services
  • Luxury resort experience in similar job capacity
7

Experience For Manager Hotel Operations Resume

  • Develop the design, facilitation, and coordination of all training programs which support the core values and customer service culture
  • Coach employees and managers regarding performance issues and professional development when necessary
  • Develop and maintain communications between all operating departments
  • Develop and create motivational philosophies and activities specific to the needs of the department
  • Monitor and reinforce high standards for the property by reviewing and evaluating guest comments and complaints. Develop strategic actions plans consistent with the findings
8

Experience For Japanese Speaking Hotel Lodging Operations Resume

  • Approve the employment and termination of employees within the direct reporting structure of the position
  • Superior knowledge of Hotel Operations with presentation and organizational skills to function effectively with attention to detail while meeting established deadlines
  • Maintain a positive attitude to deal effectively with guests, management and employees
  • Works closely with supervisory/managerial staff to develop overall skills/growth (bench strength). Promotes and develops a team-orientated philosophy, stressing the importance for providing unparalleled commitment to SHOW service
  • Provide direction and leadership to hotel operations departments including, but not limited, to Front Desk, Front Services, PBX, Guest Services, Reservations, Pool, Spa, and Salon
  • Monitors overall division procedures and practices to ensure efficiency and effectiveness for positive guest experience and continued loyalty
  • Previous experience with Marriott including the GSS and BLT platforms would be an asset
  • Engaging and motivational leadership style and approach
  • Maintain oversight over contract staffing companies to manage and authorize workforce during peak and off-peak season
9

Experience For Director, Hotel Operations Rooms Resume

  • Responds to customer service interactions in a professional and timely manner, achieving positive guest/problem resolution
  • Develops short and long term strategies for the implementation of Training & Development programs for the division
  • Responsible for the performance of the Hotel Division which covers Front Desk, Valet/Limo, Bell & Door, Housekeeping & Environmental Services
  • Ensures adherence to customer service standards within established departmental policies and procedures
  • Evaluates and corrects/modifies systems and structures that create problems or impede commitment to excellence in service
  • Works closely with supervisory/managerial/director staff to develop overall skills/growth (bench strength). Promoted and develops team oriented philosophy, stressing the importance for providing unparalleled commitment to excellence in service
  • Prepares monthly/annual departmental budget/forecast and provides supporting documentation for senior management’s review, when necessary; monitors departmental expenditures; prepared justification for budget variations and projected increases for new projects
  • Works closely with the Director of Revenue and Distribution Management and implements necessary rate changes to maximize hotel revenues closely monitors occupancy, rates and demand forecasts, making recommendations concerning current and future rates
  • Participates in developing the property’s marketing strategies to increase volume and market share; investigates potential opportunities for incremental revenue whenever possible
10

Experience For Senior Hotel Operations Analyst Resume

  • Stays current, knowledgeable and abreast of the latest in industry equipment, technology and techniques, works closely with IT to improve property management system software where required
  • At least seven (7) years of Hotel Operations managerial experience in a major hotel resort complex
  • Continuously evaluates staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible
  • Researches and analyzes existing data and trends, and takes action to reduce costs and increase hotel revenues whenever possible
  • Project management and execution for the division

List of Typical Skills For a Hotel Operations Resume

1

Skills For Director Hotel Operations Resume

  • Focuses on growing revenues, identifying new income streams and maximizes the financial performance of the department
  • Verifies that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)
  • Partners with property operations and Hospitality Analytics in developing and implementing hotel operations operator tool kits
  • Provide ongoing direct and honest feedback to team members regarding individual performance
  • Flexibility in fast paced and constantly changing environments
  • Focuses on growing revenues and maximizes the financial performance of the department
  • Complete understanding of P&L’s, budgets and forecasts
  • Thorough knowledge of front desk, guest service, concierge, valet, and bell desk operations; as well as housekeeping and laundry operations
2

Skills For Director of Hotel Operations Resume

  • Entertainment – Entertainment Activities, Digital Photo Imaging, Youth Activities Counselor
  • Oversee operations throughout all hotel departments including
  • Travel regularly on a national basis
  • Positive and professional attitude and appearance
  • Maintains a sense of urgency with all assignments
3

Skills For Executive Director Hotel Operations Resume

  • Takes initiative to think independently and offers solutions
  • Self-directed, reliable and proactive
  • Presentation preparation and delivery
  • Creatively solve problems, improve work methods and develop people
  • Handle and resolve conflict in various situations
  • Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution
4

Skills For VP Hotel Operations Resume

  • Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution
  • Monitors hotel operations sales performance against budget
  • Develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established guest service standards
  • Entrepreneurial thinker and the ability to creatively problem solve and adjust strategy to meet property goals
  • Demonstrates business acumen by using industry, market, competitive data and financial knowledge and analysis to understand and improve business results. Understands guest-facing industries and MGM Resorts’ business. Connects internal business activity with a broader external view of business to continuously improve performance
  • Champion creative and innovation, change and diversity by embracing and generating better and innovative ways to improve individual and business performance aligned to a shared mission. Commits to sustained, effective change and executes as planned
5

Skills For Director Hotel & F&B Operations Resume

  • Liaise with property’s division heads to support operations in existing hotels and to ensure consistent operations, address issues, and identify strategic planning considerations
  • Work in a fast-paced, results oriented and ever-changing environment
  • Able to maintain composure under pressure and consistently meet deadlines with internal and external customers & contacts
  • Train, mentor, and develop teams
  • Manage and compel groups of team members to perform at their highest levels.Ability to lead though influence and obtain support from direct reports, peers, or supervisors in order to accomplish a task or goal
  • Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process
  • Reviews guest feedback with leadership team and verifies that appropriate corrective action is taken
  • Facilitates the development of creative solutions to overcome obstacles and manages the implementation to continually improve guest satisfaction results
  • Champions change, manages the implementation of brand and regional business initiativesand communicates follow-up actions to team as necessary
6

Skills For RVP Select Hotel Operations Resume

  • Bell Services- Bell person, Valet & Dispatch
  • Front Office- Front Desk Agent, Concierge & PBX Operator
  • Partners with hotel leadership to optimize profitability across the company through delivery of guest service standards, labor efficiencies, operational best practices, and employee development
  • Partners with Guest Experience and property hotel operations leadership to establish and implement high quality standards of service and products
  • Drives the implementation and measurement of guest service standards, guests satisfaction and financial performance to produce long term profitability
  • Participates in the research, development, evaluation and implementation of new products, services, technology and processes to ensure the property’s competitive position and in anticipation of changing customer needs within the dynamic hospitality / gaming environment
  • Promotes and develops team oriented philosophy, while emphasizing the importance for providing unparalleled commitment to SHOW basics
  • Partners with Vice Presidents Hotel Operations to optimize profitability across the company through delivery of guest service standards, labor efficiencies, operational best practices, and employee development
7

Skills For Manager Hotel Operations Resume

  • Liaise with properties’ division heads to support operations in existing hotels and to ensure consistent operations, address issues, and identify strategic planning considerations
  • Experience in successfully opening new hotels and resorts
  • Experience opening a luxury hotel property
  • At least 10 (ten) years hotel operations managerial experience in a major hotel resort complex
  • Previous operations experience in a high volume and fast pace environment
  • Experience in a regional, corporate or leadership role
  • Progressive management experience in large, upscale, high volume, hotel environment
  • Conduct on-site training of employees for opening hotels to ensure service expectations are achieved and consistent
8

Skills For Japanese Speaking Hotel Lodging Operations Resume

  • Partners with MGM Resorts University to develop training programs for hotel operations employees consistent with MGM Resorts International Operations policies, procedures, and standards
  • Creates, implements, and maintains measurements for guest service standards, guest satisfaction surveys, and financial performance information to assist in the refinement and continuous improvement of guest experiences
  • Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings)
  • Develops and maintain workflow planning across all hotel strategy initiatives
  • Human Resources, Employee Relations, and Collective Bargaining Agreement knowledge
  • Provide leadership in the development and monitoring of fiscal budgets and strategies to produce both short-term and long-term profitability
9

Skills For Director, Hotel Operations Rooms Resume

  • Partners with property hotel operations, strategic initiatives, hotel strategy, enterprise analytics, and other functional areas throughout the organization
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process
  • Experience within hospitality industry
  • Advanced knowledge of Hotel Property Management Systems
  • Develop and implement strategic plan and vision for the Hotel Division consistent with the Company’s strategic vision
  • Participate in continuous improvement initiatives at both a property and corporate level
  • Direct the research, development, evaluation, and implementation of new products, services, technology and processes to ensure Hotel Division’s competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment
  • Work closely with the Executive Director of Hotel Ops, Revenue Management, Sales and Marketing to implement necessary rate changes to maximize hotel revenues. Closely monitor occupancy, rates and demand forecasts, making recommendations concerning current and future rates
  • Work closely with supervisory/managerial staff to develop overall skills/growth (bench strength). Promoted and develops team oriented philosophy, stressing the importance for providing unparalleled commitment to excellence in service
10

Skills For Senior Hotel Operations Analyst Resume

  • Develop a culture that promotes effective communications, service excellence, teamwork, performance feedback, recognition, mutual respect, employee satisfaction and diversity
  • Participate in developing Monte Carlo marketing strategies to increase volume and market share; investigates potential opportunities for incremental revenue whenever possible
  • Ensure adherence to customer service standards within established departmental policies and procedures. Evaluates and corrects/modifies systems and structures that create problems or impede commitment to excellence in service
  • Prepare annual business plans to accurately forecast budgets and achieve required operating results
  • Oversee any disciplinary or staffing/human resources-related actions in accordance with company rules and policies
  • Conduct periodic outlet performance audits; providing feedback on quality and consistency of service standards
  • Analyze financials to drive revenues, future profitability and maximum return on investment
  • Develop programs that drive improvements in team member engagement and are aligned with brand service behaviors
  • Develop, implement and monitor team member succession planning to ensure future bench strength. Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance

List of Typical Responsibilities For a Hotel Operations Resume

1

Responsibilities For Director Hotel Operations Resume

  • Supervise opening of the property: cleaning and set-up of lobby, restaurants, cabins, arrival and training of personnel and set-up of front office
  • Oversight for cost control as it relates to the Hotel Division
  • Actively participate in the day to day operation of the hotel to include checking in and checking out guests, inspecting guest rooms and suites for housekeeping and engineering quality
  • Ensures excellence in appearance of all public areas and physical property. Physically tour and visually inspect property on a daily basis
  • Monitor cost control, property condition, cleanliness and quality of product and service throughout hotel. Greet and maintain rapport with team members and guests
  • Participates in the development of short term and long term financial and operational plans for the hotel. Participates in weekly forecasting and scheduling; daily reviews and operating results and takes immediate corrective action if required
2

Responsibilities For Director of Hotel Operations Resume

  • Assists in the development of new programs which result in an increased level of guest satisfaction and operational excellence
  • Ensure pay per room initiatives are executed in accordance with policy
  • Adaptable and flexible leadership style
  • Drive to succeed and goal orientated
  • Identify operational performance, productivity and efficiency gaps and implement measures to correct those deficiencies
  • Monitor and develop team member performance, particularly department heads and managers, to include, but not limited to, providing supervision, providing professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
  • 4 or 5 star hotel experience
3

Responsibilities For Executive Director Hotel Operations Resume

  • Hires all seasonal staff for Colter Bay Village operations to include but not limited to housekeeping, marina, corrals, tent village, lodging, campground and food & beverage. Works in conjunction with Human Resources in training, coaching and disciplining of employees
  • Forecasting, variance development
  • Responsible for the financial success of the operation working with forecasting, budgeting and capital management
  • Verifies that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings)
  • Responsible for all payroll, operating expenses and budgets
  • Responsible for obtaining the highest possible occupancies and revenues at all locations
4

Responsibilities For VP Hotel Operations Resume

  • Give proper attention to operation equipment and supplies for all departments, ensures safety procedures are adhered to on a consistent basis
  • Define and insure all facilities & activities meet quality standards (physical plant, rooms, F&B, boats, rafts, stock)
  • Actively participate in providing leadership for direct reports and operations staff in GTLC’s management systems (ISO 14001, OHSA 18001 and Hospitality Excellence)
  • Verifies that employees are treated fairly and equitably
  • Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees
  • Spa Attendant &Host/Hostess
  • Merchandise-Front of House
  • Course section needed

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