Tracy Nguyen is seeking a new general manager position with over 7 years of experience in hotel management and operations. She has extensive experience managing all aspects of hotel operations including budgets, marketing, customer service, and staff. Her experience includes positions as general manager and assistant general manager at various Marriott and TMI Hospitality branded hotels. She has a proven track record of improving financial performance and guest satisfaction scores.

1. TRACY NGUYEN
6150 Alma Road #2152  McKinney, TX 75070  (832) 446-8446  tracynguyenb@gmail.com
GENERAL MANAGER
General Manager and current MBA student with 7+ years of experience in the Hotel Management and
Hospitality industry, seeking a new opportunity. Extensive experience managing all day-to-day hotel operations,
including profitability, guest service, product quality, and overall property maintenance. Well-developed skills training
and supervising employees, developing annual budgets, implementing sales and marketing strategies, reviewing profit
and loss (P&L) statements, monitoring quality standards compliance, and ensuring delivery of the highest level of
customer service. Dedicated leader with exceptional communication skills and a proven track record of success
significantly increasing guest survey scores (GSS) and exceeding revenue goals.
AREAS OF EXPERTISE
Hotel Operations Management
Staff Development & Management
Customer Service
Budget Management
P&L Statement Review
Sales & Marketing Strategies
Human Resources Support
Issue Resolution
Quality Standard Compliance
EDUCATION & CERTIFICATION
TEXAS WOMAN’S UNIVERSITY, Denton, TX
Master of Business Administration Degree (Accounting Emphasis), Expected May 2016
Relevant Coursework
Marketing Management | Managerial Accounting | Management & Organization | Managerial Decision Making
Business Ethics & Legal Environment | Human Resource Administration | Business Leadership | Global Business
UNIVERSITY OF HOUSTON, Houston, TX
Bachelor of Science Degree in Hospitality Management (Sales & Marketing Emphasis), 2007
Marriott Cleanliness Certification 2011
PROFESSIONAL EXPERIENCE
SPRINGHILL SUITES BY MARRIOTT, Rosenberg, TX April 2013 – August 2014
General Manager
• Oversaw and managed all day-to-day hotel operations, including profitability, guest service, product quality,
and overall cleanliness and maintenance of the property.
• Hired, trained, mentored, supervised, and evaluated staff members.
• Monitored annual operating budget, reviewed monthly P&L statements, and oversaw payroll.
• Developed and implemented sales, marketing, and positioning strategies and initiatives.
• Provided exceptional customer service to property guests.
• Established and maintained a proactive Human Resource function to ensure employee motivation, training and
development, wage and benefits administration, and compliance with established labor regulations.
• Maintained advanced knowledge of Marriott front desk and reservation systems.
• Ensured the property operated safely and securely according to property and company standards.
Key Accomplishments
• Achieved a RevPAR index of 120% at year-end 2013.
• Exceeded revenue by $450,000 with a GOP at $291,000 over budget.
• Increased ADR and RevPAR index 100+% Dec-Feb by landing two locally negotiated rate (LNR) accounts.
TMI HOSPITALITY September 2011 – April 2013
General Manager – Fairfield Inn and Suites, Mesquite, TX (October 2012 – April 2013)

2. TRACY NGUYEN
6150 Alma Road #2152  McKinney, TX 75070  (832) 446-8446  tracynguyenb@gmail.com
• Oversaw and managed all day-to-day hotel operations, including profitability, guest service, product quality,
and overall cleanliness and maintenance of the property.
(General Manager continued)
• Hired, trained, mentored, supervised, and evaluated staff members, including the Assistant General Manager.
• Reviewed monthly P&L statement to correct issues and ensure effective cost control in line with revenue.
• Developed and implemented sales, marketing, and positioning strategies and initiatives.
• Provided exceptional customer service to property guests.
• Maintained advanced knowledge of Marriott front desk and reservation systems.
• Ensured the property operated safely and securely according to property and company standards.
• Improved GSS scores at property from Yellow to Clear 2012 YTD.
Property Support Manager – Region IV, Houston, TX (September 2011 – October 2012)
• Managed all daily hotel operations and performed General Manager functions in absence of the assigned GM.
• Provided operations and sales support to the GM and assisted the Area Director of Corporate Personnel.
• Traveled to hotels within the region as needed to assist with business operations.
• Improved GSS scores at Residence Inn/Fairfield Inn-Amarillo from Red to Clear from Jan-June 2012.
• Improved GSS scores at Fairfield Inn and Suites-Abilene from Red to Green in July 2012.
SPRINGHILL SUITES BY MARRIOTT, Rosenberg, TX May 2010 – September 2011
General Manager
• Managed all day-to-day hotel operations and hired, trained, supervised, and evaluated staff members.
• Developed annual operating budget, performed monthly P&L planning and forecasting, and oversaw payroll.
• Developed and implemented local and national sales, marketing, and pricing strategies and initiatives.
• Provided exceptional customer service to property guests.
• Prepared monthly financial reports on operational effectiveness, trends, and variances.
• Managed Human Resources functions of the hotel by controlling turnover, motivating employees, promoting
employee development and retention, and conducting regular staff meetings and performance reviews.
• Protected the hotel and its assets through enforcing and maintaining a preventative maintenance program.
• Ensured the property operated safely and securely according to property and company standards.
• Hotel received the 2011 Guest Service Silver Award from Marriott International.
• Achieved top 10% in Marriott guest survey scores (GSS) scores at year-end 2010.
• Exceeded RevPAR Index goal of 100% within 6 months at the GM position.
FAIRFIELD INN BY MARRIOTT, Texas City, TX April 2009 – May 2010
Assistant General Manager
• Assisted with managing all day-to-day hotel operations.
• Planned and organized staff duties, communicated goals, and scheduled/assigned tasks.
• Advised employees on formal policies and procedures and resolved issues.
• Resolved customer complaints in a timely manner to ensure complete guest satisfaction.
• Increased Guest Satisfaction scores from 62 to 80 overall at year-end.
RESIDENCE INN BY MARRIOTT, Baton Rouge, LA May 2008 – January 2009
Sales Manager
• Oversaw all room, meeting, and banquet food sales.
• Managed group bookings, inquiries, and follow-up.

3. • Maintained existing business accounts to ensure customer satisfaction and retention.
COMPUTER SKILLS
Microsoft Office (Word, Excel, PowerPoint, Outlook), Fosse/PMS System