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David Martin-Resume General Manager
- 1. Page 1 of 2 DAVID MARTIN Yelm, Washington 98597 ▪ 425.241.7700 ▪ martinseaw@gmail.com ▪ LinkedIn (link) General Manager Summary of Qualifications Operations Leadership | Budget Forecasting and Management | Customer Experience Enhancement Results-oriented operations, sales and marketing leader brings extensive experience improving processes, managing talented teams of up to 60 employees and developing budgets within customer-focused environments. Natural leader, with warm and direct interpersonal skills, establishes relationships and credibility quickly with staff, vendors and customers and works across departments to achieve sales and profitability goals. Solutions-oriented mentor provides staff training and resolves escalated customer issues while ensuring compliance with governmental and industry regulations. Budget Forecasting ▪ Financial Management ▪ Kiazen/Lean Processing Payroll ▪ Performance Reviews ▪ Public/Community Relations ▪ Vendor Negotiation ▪ Cash Management Safety/OSHA Compliance ▪ Project Management ▪ Inventory Control/Audits ▪ Procurement ▪ Trend Analysis PROFESSIONAL EXPERIENCE Aflac Incorporated, Olympia, Washington Independent Insurance Agent/Associate (9/2014 – 12/2014) Pursued lead-generation activities with business owners and decision makers to build client base for provider of voluntary employee insurance benefits. Developed marketing initiatives and followed up with referrals and leads. Provide B2B and B2C sales and service, via phone and in person. Oversaw business operations, including accounting, budgeting and business planning. Used fmyi.com for customer relationship management.  Completed 40 hours of classroom and independent study to pass the insurance exam within one week Extended Stay America, Federal Way, Tacoma, Puyallup, Olympia, Washington District Manager (11/2013 – 5/2014) Supported operations and management of six Puget Sound-area hotels, guiding areas including conflict resolution, payroll processing and purchasing to drive guest services and profitability. Recruited, trained and evaluated staff of 60; promoted employee retention and turnover reduction. Developed annual budgets, forecasts and capital expenditure improvement proposals; maximized revenues, controlled labor costs and conducted GOP flow-through analysis to meet/exceed budgeted EBITDA. Managed sales team goal setting, training and reporting; directed sales and marketing initiatives. Monitored social media sites and replied to customer postings. Oversaw receivables, account reconciliation, vendor commission payments and refund checks. Directed supply and equipment inventory and purchasing; inspected repairs. Used NiteVision’s for reservations and guest billing and Excel for report generation.  Recognized for thriving in position, despite starting with three of six manager positions vacant and a major property renovation about to begin; hired all managers and completed project within 3 months  Garnered company’s highest customer satisfaction ratings on 2013 surveys, from 658 contenders; empowered hotel managers to made customer service decisions quickly to hasten positive outcomes  Completed Kaizen training and rolled out continual process improvements across housekeeping and maintenance divisions, passing audits and establishing training property in three weeks.
- 2. Page 2 of 2 DAVID MARTIN Yelm, Washington 98597 ▪ 425.241.7700 ▪ martinseaw@gmail.com ▪ LinkedIn (link) Extended Stay America (continued) Area Operations Manager, Bellevue (10/2008 – 11/2013) Managed team of 30 hotel staff at two hotels; oversaw budgeting and forecasting and served as regional purchasing expert.  Recognized with the Highest Gross Operating Profit (GOP) Award; out-earned operations managers from 180 hotels 19% by controlling costs and adjusting room pricing  Fostered relationships with key accounts; boosted revenue with ABODA/Microsoft account 143% by ensuring client satisfaction after 2011 season and hosting BBQ events  Invited personally to stay on post-buyout by the new company’s CEO and vice president; built reputation as a diplomatic team builder with strong systems knowledge General Manager, Bellevue (10/2007 – 10/2008) Mentored and reviewed team of 15, including the assistant GM, maintenance engineers, front desk clerks and housekeepers, while ensuring smooth hotel operations and maximizing profitability. Implemented Lean and 5S methodologies to optimize performance and continual improvement in key performance indicators (KPI), such as cleanliness, guest satisfaction and revenue generation. Forecasted occupancy and revenue. Built weekly sales and performance reports. Prepared client billing, managed accounts receivable and made cash deposits. Reconciled and approved payroll using ADP Vantage. Supported safety programs to ensure OSHA compliance. Addressed escalated customer concerns and inquiries.  Recognized as the top hotel out of 15 for secret shopper ratings; reviewed and audited best practices and task procedures in ongoing staff meetings  Earned top 10 rankings, outperforming 658 properties on labor productivity, associate opinion survey results, turnover reduction, property audit scores and operating profit. Hotel Manager (5/2004 – 10/2007), Assistant General Manager (9/1999 – 5/2004) and Guest Services Representative (1/1998 – 9/1999)  Chosen for the Assistant General Manager of the Year Award in a competition with 136 hotels; recognized for traveling to California and Oregon properties and offering guidance during transitions  Implemented yield and account management strategies to grow room revenues by 7% annually EDUCATION – ADVANCED TRAINING Kaizen Training – Extended Stay America, Bellevue, Washington Pathway Program – BYU Idaho, Rexburg, Idaho, enrolled Bachelors-level coursework – Utah Valley State College, Orem, Utah Bachelors-level coursework – Cañada College, Redwood City, California LICENSURE Insurance Producer License, Life and Disability – State of Washington, (exp. 3/2016) TECHNOLOGY Microsoft Word and Excel, ADP iPay Statements, MSI NiteVision, FMYI COMMUNITY Assistant Scoutmaster – Boy Scouts of America, Troop 9220, since 3/2014