Bee Dalton

707-326-9197

E-Mail BeeDalton@unforgettable.com

SUMMARY Extensive experience in Hospitality Management and Guest Relations. Committed to achieving financial goals and budget efficiency while increasing Customer Satisfaction and the Guest Experience.

QUALIFICATIONS

· Proven track record of outstanding customer service skills and commitment

· Ability to anticipate and change with the Industry needs

· Fiscal Responsibility for meeting budgetary goals

EXPERIENCE

7/95 to Holiday Inn Marine World, Vallejo, CA

10/97 Assistant General Manager

Present General Manager

Responsible for the Operations Department/Rooms Division of this 166 room full service destination hotel. Oversee the daily activities of 5 Department Heads, supervising a staff of 85. Recruited and trained new staff, increasing customer service while lowering labor costs. Implemented innovative ideas to increase market during downward trend. Facilitated ground breaking Reservation Program resulting in 20% increase in revenue. Promoted to General Manager, increased Combined Quality Index from 482 points (below franchise standard) to 708, exceeding both hotel and franchisee goals. Reduced Guest Relations Score, increased Quality Evaluation with a challenging budget, and increased overall Guest Satisfaction (GSTS) scores. Lead hotel team to make budget in 1997 and 1998 for the first time in its history. Revenues during first year as General Manager exceeded those of the prior year by $116,650, and the current year by $83,237.

6/90 to Holiday Inn Los Angeles Harbor, San Pedro, CA

10/95 Hotel Manager

Assisted owner with daily operations, staffing, catering/banquet functions, inventory control, training and marketing plans. Supervised staff of 45, maintaining a 60-room hotel and restaurant. Implemented Safe Work Standards (SB198), reduced on-the-job injuries by 75%, resulting in reduced Workman's Compensation Insurance Costs. Created long term relationships with top accounts such as Royal Caribbean Cruise Lines. Designed inventory program for bar that provided accountability and reduced loss. Acted as Project Manager during franchise conversion. Oversaw Holiday Inn PIP implementation. Controlled and balanced bookings and reservations. Optimized room rate through a variety of means to gain ADR and occupancy.

8/89 to Vagabond Inns, San Pedro, CA

7/90 Assistant Manager

Responsibilities included staffing, inventory control, policy implementation, budget control, daily banking, training new front desk employees, conducting checking in and out of guests, payables, receivables and handling special customer requests. Area manager for three locations (Redondo Beach, Long Beach and San Pedro) while company experienced managerial shortages during bankruptcy proceedings.

8/88 to Best Western Cosmic Age Lodge, Anaheim, CA

8/89 Front Desk Manager

Responsible for guest satisfaction, daily scheduling, monitoring accuracy of reservations and training. Recruiting and interviewing of prospective employees. Promoted to supervise two properties (Galaxy Motor Lodge). High volume property located adjacent to Disneyland's Main Gate. Markets consisted of Leisure Families and Tour Groups.

2/87 to Super 8 Motel, Governors Island, NY

8/88 Assistant Manager

Implemented changeover from Military owned/managed guesthouse to first civilian owned/operated lodging at the Coast Guards primary facility (location of Regan and Gorbachav Summit). Implemented reservations check system, reducing errors in reservations. Daily duties included reservations, guest services, disputes, daily audit and housekeeping assignments. On site for opening of Statue of Liberty Bicentennial 1987. Promoted from Front Desk Clerk to Assistant Manager.

11/84 to U. S. Coast Guard Leased Housing, Governors Island, NY

2/87 Assistant Manager Leased Housing

Maintained waiting lists, reviewed eligibility of applications and scheduled appointments. Prepared all reports and correspondence pertaining to 190 leased apartments. Negotiated and reviewed leases. Automated office with installation of USCG C3 computer system, programmed database for housing program and developed USCG Housing Manual.

SPECIALIZED TRAINING

Diablo Valley College Pleasant Hill, CA Hospitality Management - Sales & Marketing

Diablo Valley College Pleasant Hill, CA Hospitality Management - Maintenance

Diablo Valley College Pleasant Hill, CA Hospitality Management - Housekeeping

Diablo Valley College Pleasant Hill, CA Hospitality Management - Legal Aspects

Holiday Inn University Atlanta, GA General Manager Certification

Holiday Inn University Hollywood, CA Guest Services Manager Certification

Holiday Inn University Sacramento, CA First Concern

Best Western Training San Pedro, CA Sales & Marketing

Best Western Training San Pedro, CA Housekeeping & Maintenance

Best Western Training Phoenix, AZ PMS, Systems Manager Certification

California Hotel/Motel Hollywood, CA Workers Compensation

AH&MA San Francisco, CA Customer Service, Going the Extra Mile

HONORS & AWARDS

1986 USCG Commandants Letter of Commendation and Ribbon

Presented by CWO4 W L Kimme, on behalf of Admiral Yost. Issued for outstanding service as Leased Housing Assistant Manager, while on active duty, attached to the Coast Guard Leased Housing Program, Governors Island, NY.