Brandi London London
Newport News,VA
Summary
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
15
15
years of professional experience
1
1
Certification
Work History
General Manager/ District Property Manager
InTown Suites
Newport News, VA
11.2023 - 01.2025
- Hired as Night Auditor, promoted to every role and managerial role offered in a hotel setting including Front Office Manager, F&B Manager, Sales Manager, Operations Manager, Executive Housekeeping Inspector, Director of Operations, Assistant General Manager, and General Manager.
- Was the GM for 7 properties between VA & MD. Has worked at 26 of their properties in various Managerial capacities.
- Involved with 10 new Hotel openings including MGM.
- Managed properties ranging from 80 guestrooms to 510 units (guestrooms and residential).
- Oversaw teams ranging from 11 to 1,000+ team members for all departments including Front Office, F&B, Operations, Housekeeping, Sales, Outlets, Security, Finance, and Engineering.
- Nicknamed 'The Fixer': Was sent in to various properties to 'fix' underperforming areas from financials, GSA service scores, cost controllable, training, turnover, etc.
- During pandemic, contracted 2-year hotel buyouts for 4 properties with the Merchant Seaman during Covid. This guaranteed 100% occupancy and allowed properties to keep hourly employees working.
- Development: Developed and promoted a large number of associates into managerial roles during tenure including Front Desk Lead, Front Office Managers, Office Managers, Ops Managers, Sales Managers, Housekeeping Supervisors, AGM's, GM's and GM Floaters. Strong believer in cross-training and developing team members from entry level. Has developed multiple GM's that are cross trained in different brands to assist with coverage and easy transference amongst properties. Has led multiple hiring events for entry level candidates and worked closely with high performing associates to encourage their development.
- Training: developed and conducted numerous training courses for employees at various hotels depending on needs. Trainings topics included: Revenue, Budgets, Hotel Branding, Managerial, Ordering & Inventory Management, P&L's, Human Trafficking Awareness, Inspections, F&B, amongst others.
- Directed daily operations, ensuring high standards of guest service and facility maintenance.
- Oversaw budget management, optimizing resource allocation for maximum profitability.
- Implemented strategic initiatives to enhance customer satisfaction and operational efficiency.
- Led team development programs, fostering employee engagement and performance improvement.
Task Force General Manager/ General Manager
ESA
Virginia
11.2023 - Current
- Advised daily site operations and managed all departments to achieve highest level of guest satisfaction.
- Collected and synthesized KPI performance on weekly basis to ensure target sales, revenue, and budget were reached.
- Led cross-functional teams to execute strategic initiatives and optimize operational workflows.
- Developed and implemented performance metrics to enhance efficiency across multiple projects.
- Mentored junior managers, fostering a culture of continuous improvement and accountability.
- Analyzed market trends to inform strategic decisions and align organizational objectives with industry standards.
General Manager/ OPS Management
MGM
MD
10.2021 - 11.2023
- Directed and managed all levels of staff from Assistant General Manager to Department Heads in order to accurately schedule and maintain labor needs.
- Advised daily site operations and managed all departments to achieve highest level of guest satisfaction.
- Responsible for improving efficiency and increasing department profits while simultaneously managing all company operations.
- Identified and resolved problems in timely manner, maintaining composure and excellent customer service skills throughout.
- Utilized excellent communication skills with customers, staff, and vendors to maintain alignment across various business functions.
- Coordinated numerous large-scale projects from ideation to completion.
- Explored areas where improvement was available, and formulated action plans to achieve business growth.
- Planned and executed marketing strategies and sales programs to increase revenues. Collaborated with marketing department to ensure best approach.
- Scheduled and delivered regular team meetings to discuss businesses updates, issues, and recommendations.
- Managed the recruitment, hiring, training, and promotion of all staff.
- Increased sales by 25% through various marketing events and social media campaigns.
- Addressed all customer inquiries promptly and professionally to ensure customer satisfaction.
- Increased hourly employee efficiency and reduced labor costs by 2%, while maintaining quality.
- Recruited, trained, and motivated new analysts as a subject-matter expert in the hospitality processes and procedures.
- Directed operational strategies to enhance guest satisfaction and streamline service delivery.
- Oversaw financial performance, optimizing budget allocations and reducing operational costs.
- Implemented staff training programs, enhancing team productivity and service standards.
- Developed and executed marketing initiatives to increase customer engagement and brand visibility.
Hotel General Manager
Independent Hotel Property Management Firm (Multiple LLC's)
VA & MD
08.2011 - 10.2021
- Annual Sales Volume: $11MM (highest volume location)
- Experience with select service, extended stays, full service and residential properties. Brands included Courtyard, Hyatt Place Courtyard by Marriott, Country Inn Suites, Comfort Inn & Suites, Hampton Inn by Hilton, The Element, Holiday Inn, MGM National Harbor, Candlewood Suites, Courtyard by Marriott, La Quinta, and Hyatt Place.
- Also had the opportunity to work with The Continental as a property manager for residential apartments and condos to also include luxury apartments.
- Managed budget planning and financial forecasting to optimize revenue generation across multiple properties.
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Analyzed market trends to inform strategic decisions on pricing and service offerings for competitive advantage.
Education
Bachelors of Science - Business Management
College of Southern Maryland
La Plata, MD06.2011
Skills
- Calendar Management
- Sales Management
- Customer Service
- Record Keeping
- Training
- Staff Hiring
- Staff Scheduling
- Marketing Strategy
- Marketing Execution
- Social Media Marketing
- Business Analysis
- Operational Safety
- Conflict Resolution
- Public Speaking
- Project Management
- Point-of-Sales Systems Expert
- Budgeting
- Financial Analysis
- Hospitality management
- Workflow optimization
- Staff management and training
- Microsoft Excel
- Strategic planning and analysis
- Sales and marketing
- Vendor interaction
- Policy and procedure adherence
- Risk assessment and mitigation
- Process redesign and change management
- Budgeting and cost controls
- Complex problem solving
- Brand strategy alignment
- Recruiting and staffing initiatives
- Hotel operations
- Process analysis improvement
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Effective leader
Accomplishments
- Business Development: - Spearheaded acquisition of two competitor companies.Established and managed partner relationships on a daily basis. Developed new marketing strategy which increased customer base by 23%.
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Supervision - Supervised sales team to monitor sales activity and goal achievement.
Certification
- Certified Bookkeeper
- Certified Apartment Manager
- Certified Property Manager
- CMCA
- CPR Certification
- QMHP Certification
- ServSafe Certification
- Human Resources Professional Certification
Timeline
General Manager/ District Property Manager
InTown Suites
11.2023 - 01.2025
Task Force General Manager/ General Manager
ESA
11.2023 - Current
General Manager/ OPS Management
MGM
10.2021 - 11.2023
Hotel General Manager
Independent Hotel Property Management Firm (Multiple LLC's)
08.2011 - 10.2021
Bachelors of Science - Business Management
College of Southern Maryland