Shanika Phillpots
Myrtle Beach
Summary
Seasoned and customer-focused Hotel General Manager with over 6years of experience in managing full-service hotel operations, driving guest satisfaction, and maximizing revenue in competitive hospitality markets. Demonstrated success in leading diverse teams, improving service standards, and implementing cost-effective strategies to enhance profitability. Skilled in overseeing front office, housekeeping, F&B, and maintenance departments with a hands-on leadership approach. Known for building strong guest relations, ensuring compliance with brand standards, and fostering a culture of excellence and accountability.
Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
7
7
years of professional experience
1
1
Certification
Work History
General Manager
Ocean Crest INN & Suites
01.2020 - Current
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Fostered a culture of continuous improvement, implementing employee development programs.
- Oversee the day-to-day operations across all departments, including guest services, housekeeping, maintenance, and vendor relations.
- Empower and develop cross-functional teams while setting high standards through example and accountability.
- Ensure exceptional guest and owner experiences from pre-arrival through post-departure.
- Manage owner and tenant complaints, focusing on prompt, professional resolution to maintain long-term relationships and brand loyalty.
- Maintain strict standards of cleanliness, functionality, and quality across all properties.
- Leverage systems and technology to streamline operations, improve consistency, and enhance efficiency.
- Serve as the primary liaison for homeowners, ensuring they feel informed, valued, and supported.
- Conduct regular staff meetings, performance reviews, and training initiatives.
- Create and review management policies to align with company values and objectives.
- Forecast departmental staffing and resource requirements proactively.
Operations Manager
Days Inn Hotel
03.2019 - 03.2020
- Directed daily operations across guest services, housekeeping, maintenance, and vendor relations.
- Led, developed, and held teams accountable to high performance standards.
- Ensured exceptional guest and owner experiences throughout the customer journey.
- Resolved owner and tenant concerns, fostering loyalty and long-term relationships.
- Maintained quality, cleanliness, and operational excellence across all properties.
- Streamlined processes through technology and system improvements.
- Served as primary liaison for homeowners, ensuring engagement and satisfaction.
- Conducted team meetings, training sessions, and performance evaluations.
- Developed and reviewed operational policies for consistency with company goals.
- Forecasted staffing needs and optimized departmental resources.
Hotel Front Desk Supervisor
Tropical Seas Hotel
10.2018 - 01.2019
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Education
MBA - Business Administration
Master of Business Administration (MBA)
University OF Technology09-2017
High School Diploma -
Norman Manley High School
Kingston, JA01-2009
Skills
- Executive Leadership & Decision Making
- Strategic Business Development
- Proven ability to build, lead, and mentor high-performing teams
- Multi-site Operations Management
- Cross-functional Team Leadership
- Change Management & Process Optimization
- Market Analysis & Competitive Intelligence
- Talent Acquisition & Employee Retention
- High-Impact Negotiations & Partnerships
- CRM & Customer Satisfaction Initiatives
- Operations management
- Problem resolution
- Leadership and team building
Certification
- Certified General Manager (CGM) – Certification
- Leadership & Organizational Development Certification
Timeline
General Manager
Ocean Crest INN & Suites
01.2020 - Current
Operations Manager
Days Inn Hotel
03.2019 - 03.2020
Hotel Front Desk Supervisor
Tropical Seas Hotel
10.2018 - 01.2019
MBA - Business Administration
Master of Business Administration (MBA)
High School Diploma -
Norman Manley High School
Similar Profiles
Brittany GramsBrittany Grams
Front Desk Agent at Ocean Inn & Suites, St. Simons Island, GeorgiaFront Desk Agent at Ocean Inn & Suites, St. Simons Island, Georgia
ABHILASH VALIYA VEETILABHILASH VALIYA VEETIL
Front desk operator at Royal Inn & Suites, Royal Inn & Suites HotelFront desk operator at Royal Inn & Suites, Royal Inn & Suites Hotel
Jess OwenJess Owen
Resort General Manager & Owner at Ocean Crest ResortResort General Manager & Owner at Ocean Crest Resort