Michael Yancy Email & Phone Number

El Paso, Tx

➤ Strategically managed and oversaw daily operations of a 83 room property to include all operational planning initiatives➤ Successfully improved feedback scores on Trip Advisor by implementing strategic training programs for staff members➤ Efficiently procured hotel collateral and rate strategies to increase guest experience, resulting in an annual top tier bonus➤ Executed new brand standard Covid-19 safety protocols and cleaning procedures with current and new team members➤ Assessed property needs and created an action plan to improve property compliance with brand standard and regulation➤ Recruited, trained, and built staff while overseeing payroll, staff benefits, employee reviews, and performance analysis➤ Processed reservations, guest and group relations, guest satisfaction and return, and managed guest loyalty program➤ Managed oversight, improvement, and implementation for optimal guest satisfaction and standard room conditions➤ Maintained property management, filing and documentation, OSHA requirements, and scheduled property contractors➤ Completed all internal applications, inventory and ordering, guest and group relations reporting, and sales analysis.

St. Giles, New York, Tuscany, & Court – West New York, Nj

➤ Expertly managed a team of over 60 staff members to ensure customer service was the top priority for all employees➤ Implemented various guest service and training strategies, resulting in an increase in Trip Advisor scores from 70 to 90➤ Collaborated with cross-functional teams to negotiate with the union to facilitate renovations of the Tuscany property➤ Trained and coached Front Desk staff to create consistency and meet all service regulations throughout the company➤ Strategically created an incentive program for Front Desk staff to motivate employees and enhance guest experience➤ Ensured that the hotel was meeting customer expectations and that assigned staff was performing all duties adequately➤ Strategically followed health and safety laws and ensured that all common areas were clean and disinfected at all times➤ Maintained departmental budget, operating labor costs, and other expenses, keeping them in line with approved budget➤ Effectively ensured that all sales were maximized by achieving the highest possible occupancy and average daily rates➤ Allocated specific daily guest room assignments, adhering to guest preferences, previous assignments, and VIP status.

➤ Assistant Front Office Manager – Thompson Hotels – 2007 to 2010➤ Assistant Director of Front Office – Crowne Plaza Times Square – 2002 to 2007➤ Overnight Manager – The Essex House – 1996 to 2002

High School Diploma

Electrical Engineering