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As a seasoned hotel management professional with more than 25 years of expertise in the hospitality industry, my career journey has been marked by guiding teams to success, enhancing guest experiences, and optimizing operational efficiency. My career is built on a foundation of enhancing service quality and making strategic decisions that drive profitability. These experiences have not only been crucial in my growth within hospitality but also equipped me with a versatile skill set suitable for various operational leadership roles across sectors. Throughout my career, I have had the opportunity to lead hotels to success, holding General Manager positions at renowned brands such as Marriott and Sheraton. I have consistently exceeded financial goals and increased guest satisfaction scores. Managing properties with revenues exceeding $20 million and spearheading major renovation projects are among my achievements. My leadership has resulted in significant improvements in guest experiences, revenue performance, and team empowerment, making me a valuable asset to any hospitality organization. Additionally, leading through significant industry shifts, particularly the recent global pandemic, has reinforced my adaptability and problem-solving skills. This period demanded swift strategic adjustments, fostering a culture of resilience within my teams. We not only navigated these challenges but emerged stronger, with enhanced operational practices and a renewed focus on guest satisfaction. My background in managing diverse teams and complex projects has taught me the importance of clarity, empathy, and unwavering commitment to excellence. From orchestrating multimillion-dollar renovations to implementing revenue-enhancing strategies, I've always aimed to lead by example, encouraging my teams to strive for excellence. Financial acumen, strategic foresight, and a keen eye for detail have been crucial in my role. These skills have enabled me to consistently meet and exceed performance targets, ensuring the long-term success and sustainability of the businesses I've managed. My approach combines a deep understanding of operational dynamics with innovative solutions to drive growth. Connecting with others who share a vision for excellence and innovation in leadership is something I look forward to. If your organization values a blend of strategic insight, operational expertise, and a proven track record of success, I am excited about the possibility of contributing to your team.
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General ManagerSan Ramon Marriott Feb 2023 - Dec 2023San Ramon, California, United StatesAt Marriott in San Ramon, CA, as General Manager in 2023, I led the $28M, 368-room property through significant operational enhancements and a comprehensive $18M renovation, directly influencing our financial and service excellence. I successfully managed the property's P&L, driving a 50% flow-through efficiency, which ensured a robust revenue surplus and met our ambitious $28M revenue goal. ● Operational Management: Directed all facets of operations for the 368-room property, including P&L management, sales, revenue, and operational departments. ● Renovation Leadership: Directed a 10-month, $18M renovation effort, resulting in heightened RevPAR and an enhanced contemporary guest experience. ● Post-COVID Revival: Pioneered initiatives to tailor operational and sanitation protocols to the post-COVID landscape, ensuring alignment with Marriott brand standards. ● Team Supervision and Training: Motivated and guided a 100-person workforce, overseeing performance evaluation and fostering a culture of excellence. ● Financial Management: Successfully managed a multi-million-dollar budget, meeting revenue targets and efficiency benchmarks. ● Stakeholder Engagement: Nurtured strong partnerships with key stakeholders and regulatory bodies, while ensuring adherence to compliance standards. ● Strategic Initiatives: Identified and pursued an opportunity to secure funding from the City of San Ramon to support local marketing efforts. -
General ManagerSheraton Hotels & Resorts May 2022 - Dec 2022Arlington, Texas, United StatesAs General Manager at Sheraton, I played a pivotal role during the transition to a new hotel group owner. I led efforts to ensure seamless operations and implemented strategies to drive revenue, elevate guest experience, and cultivate strong business relationships. Additionally, I oversaw the successful adoption of new brand standards and systems while consistently surpassing financial targets. ● Financial Management and Strategy: Managed the property's financials, achieving consistent growth and exceeding annual revenue goals of $20M. ● Cost Control Measures: Implemented effective cost control measures whilst preserving and enhancing guest services and amenities. ● Guest Experience Enhancement: Introduced customer service training initiatives and implemented key operational systems, resulting in a 20% surge in Guest Satisfaction scores. Managed the property's financials, achieving consistent growth and exceeding annual revenue goals of $20M. ● Business Development: Secured a $2M contract with XFL football and established regular meetings with the Arlington Convention Center, showcasing a consistent ability to identify and exploit new business opportunities. -
Task Force General ManagerTpg Hotels And Resorts Jan 2020 - Dec 2021NationwideAs the Task Force General Manager at TPG Hotels and Resorts, I traveled to different properties to support, establish best practices, and ensure alignment with ownership objectives. My role covered a wide range of responsibilities, from training staff to making strategic adjustments in response to the COVID-19 pandemic. ● On-the-Ground Support: Traveled to multiple properties, including the Tiburon Lodge, Marriott Buffalo Niagara, and Hilton Providence, to offer firsthand assistance and guidance to hotel staff.● Process Streamlining: Worked to define and establish best practices for individual hotels, optimizing operations and setting the stage for success. ● Strategic Adaptation: Demonstrated agility and sound decision-making throughout the COVID-19 pandemic, swiftly implementing operational adjustments to adhere to evolving local regulations while prioritizing the utmost guest satisfaction. -
Assistant General Manager Marriott Colorado SpringsPyramid Hotel Group Oct 2018 - Mar 2020Colorado Springs, Colorado AreaAs Assistant General Manager at the Marriott, I played a primary role in enhancing the operational efficiency and guest satisfaction of the 300+ room property. I led a diverse team of 100, including department heads. My focus on active listening and adaptive leadership significantly uplifted our service standards. ● Boosted Guest Satisfaction: Implemented feedback-driven policy updates, resulting in a remarkable 30% increase in guest satisfaction scores. ● Innovative Problem-Solving: Identified and resolved a critical programming issue, ensuring guests received their electronic folios without delay, enhancing overall guest experience. ● Leadership Excellence: Directed all operational departments with a hands-on approach, fostering a culture of accountability and continuous improvement among team leaders. ● Adaptive Management: Responded proactively to the COVID-19 pandemic, adjusting operations to ensure guest and employee safety, maintaining high service standards under challenging circumstances. -
General Manager-Holiday Inn Denver East StapletonPyramid Hotel Group May 2017 - Oct 2018Greater Denver AreaAt Holiday Inn, I supervised daily hotel operations with a focus on driving revenue growth and managing staff effectively. My typical workday centered around nurturing and sustaining top-line growth to meet customer satisfaction and profitability targets. Additionally, I took charge of building a highly motivated and skilled team committed to maintaining service standards and fostering a culture in alignment with Environmental, Health, and Safety (EHS) principles. ● Revenue Maximization: Enhanced hotel profits by implementing strategic revenue management, and recognizing the latest market trends, and revising sales strategies. ● Team Management: Directed the operations of a 150-room hotel with a team of 40 staff broad, focusing on offering a leading guest experience, growth execution, and financial returns. ● Guest Satisfaction: Elevated guest satisfaction scores by 25% by honing in on guest concerns and focusing on removing service barriers and driving a memorable guest experience. ● Renovation Project Management: Oversaw a $12M renovation project meant to modernize and improve the property and ensure compliance with brand standards. ● Transferred Leadership: Successfully took charge at the Marriott Colorado Springs following a smooth transition within the management company, highlighting widespread skill and expertise.
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Task Force General ManagerThe Procaccianti Group Apr 2016 - May 2017In my role as Task Force General Manager, I led operational enhancements across multiple high-revenue properties, including the Renaissance in Boca Raton, Sheraton in College Park, Marriott in St. Louis, and Westin in Fort Lauderdale. My mandate involved not just interim management but also the strategic elevation of each property's performance and compliance with brand standards. ● Operational Overhaul: Conducted thorough assessments and deployed targeted strategies to uplift operations, ensuring the seamless functionality of each property.● Brand Excellence: Vigilantly upheld and exceeded brand standards, significantly enhancing guest satisfaction and loyalty across diverse markets. ● Strategic Leadership: Stepped into key leadership roles during critical transition periods, providing stability and direction to achieve operational continuity. ● Performance Optimization: Implemented process improvements that boosted efficiency, guest service, and financial health for each assigned property. -
General Manager-Sheraton Country Club PlazaThe Procaccianti Group Nov 2014 - Mar 2016Kansas City, Missouri AreaAt Sheraton Suites Country Club Plaza, I led the overall operations and performance of a 257-room hotel by implementing strategic initiatives aimed at enhancing the property, maximizing profitability, and upholding the highest standards of guest service. ● Strategic Renovation Project: Collaborated with the new ownership group to develop an $8M renovation strategy that resulted in a significant enhancement of the hotel's facilities, improving guest experience and overall property value. ● Restoration of High Standards: Successfully implemented cost-cutting measures without compromising the quality of service, ensuring compliance with Sheraton Hotel's high brand standards while achieving a 20% uplift in profitability within the first year of operation. ● Optimized Revenue during Special Events: Effectively managed the hotel's operations during high-demand events, such as the Kansas City Royals' World Series, and post-victory celebrations, resulting in a 40% increase in the average daily rate
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Director Of Rooms-Marriott Colorado Springs AgmThe Procaccianti Group 2007 - Nov 2014Colorado Springs, Colorado AreaAuthoritatively managed recruiting, instruction, scheduling, P&L and personnel development for Rooms, Guest Services & Housekeeping Departments.Skillfully resolve patron concerns, attend to special needs & requirements and collaborate with Sales employees to provide exemplary customer service.Member of The Procaccianti Group Task Force traveling to other company-owned facilities to instruct staff in improved customer service and formulate corporate staffing recommendations.
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Hotel Project ManagerThe Service Companies Mar 2016 - Apr 2016Kansas City, Missouri Area -
Director Of Operations-Embassy Suites Downtown DenverWindsor Capital Group, Inc. 2010 - 2011Denver ColoradoDirector of Operations during construction of this 403-room facility and supervised recruiting & instruction of Front Office, Housekeeping, Business Center and Gift Shop personnel, as well as Executive Housekeeper and Front Office Manager.Tasked with procuring hotel’s initial supply inventory and created operational expectations for Rooms Division. -
General Manager-Bradford Home SuitesBradford Home Suites 2005 - 2006Colorado Springs, Colorado AreaRelentlessly identified areas to cut costs and improving overall bottom-line performance.Managed all aspects of hotel operations to include customer satisfaction, staffing, training, coaching, group sales, and controlling daily costs.Provided exceptional assistance during change of hotel ownership. -
General Manager-Microtel Colorado Springs, CoMicrotel Inn And Suites 2002 - 2005Colorado Springs, CoRelentlessly identified areas to cut costs and improving overall bottom-line performance.Managed all aspects of hotel operations to include customer satisfaction, staffing, training, coaching, group sales, and controlling daily costs.
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Hotel Assistant General Manager-Embassy Suites Colorado SpringsWindsor Capital Group, Inc. 1993 - 2002Colorado Springs, CoAssigned responsibility for ensuring performance of all hotel departments.Knowledgeably managed hotel operations such as scheduling, staffing, customer service, instruction, budgeting and inventory procurement.Demonstrated dynamic leadership skills in successfully building and directing a top-performing team of five Department Head Managers.Skillfully managed all Food & Beverage matters such a planning, inventory management and procurement.
Teresa Hess Skills
Frequently Asked Questions about Teresa Hess
What is Teresa Hess's role at the current company?
Teresa Hess's current role is General Manager | Hospitality Leadership | Revenue Growth | Operational Excellence | Customer Experience.
What is Teresa Hess's email address?
Teresa Hess's email address is th****@****ies.com
What skills is Teresa Hess known for?
Teresa Hess has skills like Management, Customer Satisfaction, Operations Management, Leadership, Customer Service, Recruiting, Time Management, Strategic Planning, Team Leadership, Revenue Analysis, Decision Making, Customer Experience.
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Teresa Hess, GPHR, SPHR, SHRM-SCP, GBA
Hillsboro, Or -
1ivytech.edu6 +176528XXXXX
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