Tamra Wilson

• Travel to Pre-opening assignments, to assist with Punch-list, task delegation, and preparation for opening new locations.
• Accepting/denying construction production of multiple aspects of the asset.
• Maintain best practices and quality standards between each location for short term or long term placement.
• Coordinate travel with locations needing short term or long term management support.
• Train and develop managers to create systems to maintain performance expectations.
• Review reports and communicate expectations and opportunities to hotels in the region.
• Work along-side General Managers to improve hotel operations, team engagement, and customer satisfaction.

• Lead daily operations of a 140-room hotel, ensuring optimal performance across all departments, including front desk, housekeeping, maintenance, and food service.
• Fostered a guest-first culture, developing the team to give memorable experiences and maintaining high satisfaction scores through proactive service and swift issue resolution.
• Developed the annual operating budget and create systems to meet or exceed revenue and profitability targets through strategic cost control and revenue optimization.
• Recruit, train, and mentor high agency individuals among the management team, to meet company values, best practices, and quality standards for the location.
• Oversaw recruitment, training, and mentorship of a team of 40 employees, promoting growth, engagement, and retention.
• Reviewed key performance indicators daily; the occupancy, ADR, and RevPAR, to maintain top performance in the market. The location consistently out performed direct competitors by 20-50% over share of the market.
• Primary decision-maker in complex or urgent situations, balancing business goals with maintaining guest satisfaction.
• Recognized for improving the overall asset while maintaining within budget to meet revenue goals.
• Fostered relationships with local businesses and community partners.
• Ensured compliance with health and safety regulations.
• Led team meetings to improve communication and collaboration among my management team. To encourage engagement and consistency through all departments.

• Hired to be a manager to open and operate a 180-room hotel.
• Worked along side construction team to accept hotel as brand standard. Create systems that will take place, delegate tasks, encourage engagement in a physically demanding time frame during hotel opening.
• Oversaw operations and implemented systems across front desk, housekeeping, maintenance, and food & beverage departments to meet best practices and quality expectations.
• Managed staffing functions including scheduling, interviewing, and cross-training team members.
• Co-developed and implemented strategies to increase profitability and operational efficiency.
• Led onboarding and training for front of house staff, resulting in less than 5% turnover. This consistency resulted in high guest satisfaction, increase in sales, and team member development within the company.
• Addressed guest concerns with urgency and compassion, contributing to high guest satisfaction scores.
• Built local and national partnerships to drive group sales and repeat business.
• Mentored newly hired managers at other Drury properties.
• Participated in corporate revenue meetings and performance analysis.

Key Achievements:

Consistently achieved 'Exceeds' ratings from guests.

Received multiple company awards for guest service excellence.

• Supervised front desk operations including reservations, check-in/checkout, and concierge support.
• Trained and developed staff to uphold service standards.
• Collaborated cross-departmentally to ensure seamless operations.

Key Achievements: Nominated for 2019 Stars of the Industry Award (Guest Service Agent category, City of Wichita).

• Mentored associates in customer service, personal styling, and sales strategy.
• Maintained inventory levels and visual merchandising.
• Led sales reporting, bank deposits, and customer outreach.
• Key Achievements: Promoted to Sales Lead in 7 months.
• Regularly recognized in company newsletters for top sales and service achievements.