Charm INC DBA Wingate By WyndhamBusiness and Operations Manager
Nov. 2004 - May. 2019Indianapolis, Indiana AreaAs the Owner and General Manager of the Wingate by Wyndham at the Indianapolis Airport for 15 years, I led the operational, financial, and strategic direction of a 70-room hotel, ensuring exceptional guest experiences and optimal financial performance. My role encompassed a wide range of responsibilities, including leadership, management, and hands-on involvement in daily operations. I effectively managed all aspects of hotel operations, including guest services, sales and marketing, housekeeping, maintenance, and financial management. Throughout my tenure, I developed and implemented strategic plans to drive hotel profitability, guest satisfaction, and brand compliance. I delivered exceptional leadership by recruiting, training, and mentoring a diverse team of hotel staff, fostering a culture of excellence and continuous improvement. Overseeing budgeting, forecasting, and financial planning was crucial to ensure operational efficiency and profitability while maintaining high levels of guest satisfaction.In addition to being the owner and general manager of a 70-room hotel, I was the project manager and designer for a comprehensive renovation project. I worked with architects, designers, contractors, and vendors to execute the renovation from concept to completion. I developed and maintained strong relationships with guests, corporate clients, vendors, and the local community throughout my career at the Wingate by Wyndham. My accomplishments include improving guest satisfaction and increasing repeat business by implementing customer-centric policies and innovative service enhancements. I also led a significant renovation that revitalized the property and improved its competitiveness. Leadership, team management, financial planning and analysis, project management and design, customer service and operations management, strategic planning and execution, as well as negotiation and stakeholder engagement, were some skills I honed in this role.