Michael Smutzer

Experience

• 

  Choice Hotels International

  Mar 1998 - Sept 2000

  Various Rooms Division Positions

  Rooms Division ManagerFront Office ManagerFront Desk SupervisorFront Desk AgentNight Auditor

• 

  AmericInn International

  Jul 2000 - Sept 2000

  General Manager

  Responsible for achieving stated operational goals and profitability objectives, including group sales, for a small property.Ensured complete compliance with franchise requirements. Responsible for overall property operations

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  Starwood Hotels & Resorts Worldwide, Inc.

  Sept 2000 - Apr 2007

  Acted as the main contact for guests and other hotel departments.Oversaw the daily operations of the reception department, including scheduling, while ensuring front desk agents followed established procedures to meet hotel standards, being effective communicators to achieve maximum guest satisfaction.Handled guest complaints and problems in an efficient and effective manner while ensuring they were resolved by immediate interaction, or contacting appropriate departments using hotel services ensuring maximum guest satisfaction. Show less

  • Service Express Manager

    Oct 2002 - Apr 2007

  • Front Desk Manager

    Sept 2000 - Oct 2002
• 

  Starwood Hotels & Resorts Worldwide, Inc.

  Jun 2010 - Nov 2011

  Responsible for the overall operation of the Front Office including brand standards compliance, rooms inventory control, finance standards compliance, Starwood Preferred Guest program compliance and fulfillment, maintaining a positive work environment to exceed associate expectations and exceeding guest’s expectations.Oversee the Managers on Duty, Concierge, Front Desk, Business Center and worked in parallel with Service Express to assist the Department Head of this area with management coverage. Closely monitor productivity objectives to exceed Rooms Department profitability objectives. Assisted the Hotel Manager with guest correspondence, recovery and satisfaction. Acted as a management lead with the hotel Emergency Response Team. Show less Responsible for the daily operations of Housekeeping including budgeting, forecasting, financial planning, and managing operating expenses in order to meet minimum par requirements and assisting to provide a positive work environment to exceed associate expectations while providing excellent guest services.Direct and perform regular inspections of the hotel to ensure cleanliness and maintenance standards are exceeded. Maintain hotel guest amenities, cleaning supplies and operating supplies within forecasted expense while ensuring consumption does not exceed available overhead. Closely monitor productivity objectives to exceed Rooms Department profitability objectives. Perform routine coaching and counseling with associates to maintain cleanliness standards, guest satisfaction and associate development. Show less

  • Director of Front Office

    Jun 2011 - Nov 2011

  • Director of Housekeeping

    Jun 2010 - Jun 2011
• 

  The Westin St. Francis San Francisco on Union Square

  Nov 2011 - now

  Executive Committee member responsible for the successful operation and administration of all Rooms Departments, comprised of approximately 320 associates, including Front Office, Concierge, Luggage Assistance, Service Express, Housekeeping, Security and previously Spa Operations.Provided support to the entire hotel to achieve guest and associate satisfaction deliverables and administer quality service, while exceeding financial targets. Worked with the Executive Committee to provide strategic support, consultation and direction pertaining to the operations of the hotel. Show less

  • Hotel Manager

    Oct 2021 - now

  • Director Of Rooms

    Nov 2011 - Oct 2021