Michael New
Hospitality Professional
San Francisco,CA
Summary
Creative, thoughtful leader with +10 years of progressive hospitality experience. Committed to providing exceptional guest experiences, growing loyalty, and repeat bookings. Brand steward with deep passion for servant leadership, collaboration, innovation, process, and continuous improvement.
Overview
5
5
years of professional experience
Work History
General Manager
Kasa Living
San Francisco, CA
06.2022 - 11.2022
- Created inventory management program for property which included maintenance, housekeeping, and operations.
- Developed leading guest welcome program that resulted in highest NQS scores in Northern California.
- Developed and maintained relationships with customers and suppliers through account development.
- Designed modern collateral and amenities to welcome guests to property, giving them sense of community and place.
Hospitality Supervisor
Sonder
Seattle, WA
02.2020 - 04.2022
- Responsible for managing daily operations, guest inquiries, special projects, and overall guest and team satisfaction
- Managed team's daily task assignments with front office and housekeeping, working together for maximum efficiency
- Conducted monthly inventories to meet budget goals and projections
- Opened new 56 micro-unit hotel product for company and first in market
- Mentored multiple team members to help them realize their professional aspirations
- Designed and launched a new guest amenity program resulting in post- implementation capture rate growing from 15% to 37%, highest guest satisfaction score in North America
Operations Manager
AtYourGate
St. Paul, MN
12.2018 - 12.2019
- Partnered with prospective vendors and managed small team in fast- paced start-up environment
- Optimized delivery routes to meet efficiency standards and achieve order delivery in under 20 minutes
- Built strong sales network to promote business to staff and passengers creating a 200% increase in app usage within first month of operation
- Analyzed daily app performance against key business metrics and recommended solutions
Front Office Manager
Radisson Red
Minneapolis, MN
10.2016 - 01.2018
- Collaborated with department heads to successfully open new brand in North America
- Built brand new team of entry-level talent
- Ongoing training allowed the team to exceed management expectations and deliver strong results
- Implemented new service training and created guidelines for future branded properties in North America
- Reworked operations (e.g., one-on-ones, role alignment, and individual duties) resulting in improved team morale and overall performance
- Worked with Housekeeping, sourcing and procurement teams to introduce new bathroom amenities and shelving based off of guest feedback
Education
HS Diploma -
Bridgeway School
Dallas, TXSkills
Effective leader
Timeline
General Manager
Kasa Living
06.2022 - 11.2022
Hospitality Supervisor
Sonder
02.2020 - 04.2022
Operations Manager
AtYourGate
12.2018 - 12.2019
Front Office Manager
Radisson Red
10.2016 - 01.2018
HS Diploma -
Bridgeway School
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