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I am a results-driven and innovative People Manager with an advanced understanding of maximizing business growth, boosting guest and employee retention, and optimizing brand visibility through unmatched leadership and industry insight. I am known for my ability to generate accurate forecasts, designate funds through efficient budget distribution, and develop guest-focused programs that add value to customer experiences. A proven leader, I am able to shape and train teams of new and existing associates and align them to become key contributors to company growth. I liaise with C-Suite executives and stakeholders to discuss potential improvement initiatives, new objectives, training needs, visionary direction, short and long-term planning, and issue resolution. Some of my other skills include data analysis, reporting, accounting, A/P, A/R, Human Resources, risk mitigation, safety protocols, and quality control.Successful track-record growing market share for Restaurants and Hotels and building strong partnerships with accounts and vendors. Growth in revenues in Food Outlets, Banquets, Rooms Revenue - in increased RevPAR and NOI.Proven achievement for strong increases in guest satisfaction scores. I teach how to turn customers into Raving Fans! Overall Satisfaction Scoring has improved as much as 65% in those markets where the property had a lot of opportunity. Staff Service and Going the Extra Mile, ranking as high as #12 out of 359 Marriott’s in the United States. Crowne Plaza #1 in Room Cleanliness for 2017/2018, #4 for the rolling 12 months in Overall Satisfaction.
Next Level Service
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Hospitality ConsultantNext Level ServiceBoston, Ma, Us
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Business OwnerCat Stevens Derby & Bridal Couture Nov 2023 - PresentNewburyport, Massachusetts, United StatesCustom Kentucky Derby Hats and Fascinators, Bespoke Bridal Headpieces, Everyday Hats for Ladies, Men, Children. Elegant Summer Hats with Tote Bags to Match. Winter Hats: Knits, Fedora's Newsies, Boston Scally's, Ladies Cloches. Specialty Hats to include Cowboy, Steampunk, Handcrafted Headbands and Comfort Caps. No appointment necessary for Custom Derby and Custom Bridal. We are here to serve you! Unmatched Customer Service and Attentiveness! Any hat in the store can be customized to match your special event or special outfit! Shipping available. Private shopping parties available. Bring in your Dress for any occasion...we will create the perfect Headpiece, Fascinator or Hat to ensure multitudes of compliments at your gathering! Handmade, custom Hats for Costumes or the Theatre Stage. No comparable store on the North Shore or in Greater Boston... call/stop by anytime!
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Hospitality ConsultantNext Level Service Nov 2019 - PresentGreater BostonI design and implement impactful change campaigns for clientele, offering immediate positive impact on revenue growth. I demonstrate unmatched product knowledge, and tactfully close on new sales. I execute outreach plans to identify potential new business opportunities and create customized proposals that appeal to clients’ specific needs. I create and conduct training programs for employees with immediate progressive results. I sustain fluid communication with C-Suite partners and ensure consistency to meet and exceed competitive goals. I expand on brand development and heavily contribute to enhancing exposure and nurturing ongoing growth. I exhibit a dedication to excellence, revenue growth, account management, and client satisfaction.
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Regional Operations ManagerGiri Hotel Management Aug 2021 - Feb 2024In this multi-property role, I successfully manage profitability, recruitment and retention, guest satisfaction and risk management.
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Vice PresidentWoburn Business Association 2016 - Dec 2019Woburn, Ma
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General ManagerCourtyard By Marriott Boston Brookline Jul 2018 - Oct 2019I substantiated high-volume revenue growth through exceptional business management skills, solid workforce development, and mindful spending. I improved upon guest satisfaction through outstanding customer service, quality accommodations, and a positive atmosphere. I increased performance metrics by coaching teams and providing comprehensive training with constructive feedback. I took charge of negotiating competitive contracts with terms that support company growth and long-range goals. I achieved notable statistical achievements including a $28 increase in ADR, 62% gross profit, market share increase to 105%+, 52% increase in guest satisfaction scores, and a RevPAR YOY increase of 9.7%. -
General ManagerCrowne Plaza Boston Woburn Sep 2016 - Apr 2018Woburn, Massachusetts, United StatesI directed complex daily operations while managing 150 cross-functional employees. I was heavily involved with multiple areas of the business including front desk operations, maintenance, catering, guest relations. I took creative control of the design and re-launch of a sports bar and grill that seated 240 and added additional value to guest experiences, rated as #1 Sports Bar in Boston. I received various awards including: #4 Crowne in the US and #1 for room cleanliness. I achieved consistent room profit of 65%. I was nominated as the General Manager of the Year for the entire Crowne Plaza brand in 2017 due to repeatedly high performance results. I elevated ADR by $13.85 YOY due to enhancements to quality and continuous new business. I achieved and sustained rankings of #1 in the Crowne Plaza Brand in Room Cleanliness, #4 in the Brand for Guest Overall Satisfaction.
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Executive CommitteeSt. Louis Area Hotel Association Executive Committee Jun 2014 - Aug 2016
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General ManagerSt. Louis Marriott West, Tpg Hotels & Resorts Feb 2014 - Aug 2016St. Louis, MoHighly involved with the Sales Team, I brought in substantial sales and competitive rate increases and achieved RevPAR index of 140%. I achieved ideal Guest Service Scores that surpassed objectives and I exponentially increased gross operating profits to 50%. I was a vital and trusted advisor to department heads; significantly contributed to critical business enhancements. I carefully managed a $1.2M renovation to the public spaces and ballroom. I secured a competitive edge by remaining updated on consistently evolving hospitality and industry practices. I headed internal activities for 160 employees and served as a reliable support and source of leadership to multidisciplinary staff.
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General ManagerRenaissance Westchester, Highgate Hotels Dec 2012 - Nov 2013Westchester County, NyI offered direction to 150 employees and improved upon overall results by providing additional learning opportunities and auditing outcomes to identify opportunities for improvement, leading to a 44% GOP. I improved all aspects of the property including room rates, 86% increases in GSS rankings in hospitality and problem-solving, and guest satisfaction. I maximized company and brand visibility on popular online platforms such as TripAdvisor, ranked at a 3. I led a large-scale renovation worth $12M. I bridged communication across C-Suite executives and staff to position teams to reach established objectives. I provided employees opportunities to voice concerns by leading regular staff meetings and listening to feedback.
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Board Of DirectorsNysh&Ta Jan 2011 - Dec 2012
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General ManagerAlbany Marriott, Columbia Sussex Apr 2009 - Dec 2012Albany, New York AreaTransferred to Albany in 2009 to improve the hotel, which was ranked by our guests at 327 out of 336 Marriotts (#1 being the best). Brought Overall Satisfaction to top 100, and Staff Service Scores in the top 50, always above brand. Problem resolution reached #3 in the U.S. Profitable manager, with a focus on total hotel revenue, room sales and other income, and managing expenses to achieve high Income From Operations percentages and exceptional flowthrough.Collaborative Leader, able to communicate as effectively at the owner level as with the hotel's direct associates at any level. I am a person who works for my associates, to help them to achieve their greatest successes. Strong Brand Manager, recognizing the importance of the Brand integrity to the owner, the guest and the Brand affiliate.Thoughtful asset manager; logical thinker. Strong focus on maintaining the quality of the hotel by way of protecting my product through proven preventative maintenance programs. Problem Experience in the mid to low 20's.Balanced scorecard. Profitability is realized when employee satisfaction and preventative engineering combine to achieve excellent guest satisfaction and lucrative financial statements.
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General Manager, Director Of Sales, Director Of CateringHilton Hotels And Resorts May 1999 - Apr 2009
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Several Leadership PositionsHilton Boston/Woburn, Columbia Sussex May 1999 - 2005Director of Catering Sales, Director of Sales and Marketing, Corporate Catering and Sales Task Force, General Manager. Managed two Flag Changes and managed a 13 Million dollar renovation in 2006. Opened the new property as the lowest scoring Hilton in our Columbia Sussex family, only to rise to the number 1 level and sustain it for almost two years.
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Restaurant SpecialistMultiple 3 And 4-Star Restaurants Jan 1990 - May 1999From The Delaney House in Holyoke, MA, to The Blacksmith's Tavern and Dock and Dine in Connecticut, my experience includes Food and Beverage Purchasing and Inventory Management, General Management, Sales and Increased Revenue and Profitability, Increased Service Scores and Marketing. Both the Blacksmith's and Delaney enjoyed hundreds of thousands of dollars in increased Banquet Revenue due to my tenacious sales skills and expert banquet training and leadership.
Catherine Stevens Skills
Frequently Asked Questions about Catherine Stevens
What company does Catherine Stevens work for?
Catherine Stevens works for Next Level Service
What is Catherine Stevens's role at the current company?
Catherine Stevens's current role is Hospitality Consultant.
What is Catherine Stevens's email address?
Catherine Stevens's email address is ka****@****oup.com
What is Catherine Stevens's direct phone number?
Catherine Stevens's direct phone number is +178193*****
What skills is Catherine Stevens known for?
Catherine Stevens has skills like Hotel Management, Catering, Hotels, Hospitality Management, Onq, Food And Beverage, Banquets, Tourism, Property Management Systems, Hospitality, Customer Satisfaction, Hospitality Industry.
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