CHRIS AND KRISTA BERNIER
Email: CHRISBERNIER7@HOTMAIL.COM OR BERRIE333@YAHOO.COM
35 James F. Byrnes St.
Lady’s Island, SC 29907
Home: (843) 379-1550
Cell: (678) 294-5345 or (770)366-6927
Fax: (678)804-4139

Career Objective

To obtain a position where our proven skills and extensive experience will contribute to a successful and profitable business relationship.

Chris Bernier's Resume (Krista's Resume below)

Education

Education Institute Silver Springs, Maryland
Graduated first in my class with a degree as a Certified Hotel Administrator.

Experience

Image Hotels Management Group Savannah, Georgia

General Manager 5/2007 to present

Image Hotels is a hotel management company based in Savannah, Georgia, and operates 9 hotels in Georgia, Alabama, Florida, and South Carolina. I accepted the position as General Manager of the Country Inn & Suites in Historic Beaufort, South Carolina when they took over management responsibilities in May of 2007. The hotel is a 5-year old, 77 room select service property. My responsibilities include: managing the hotel’s accounts and finances; budgeting; payroll; hiring, training, and scheduling; purchasing; monitoring the hotel’s financial success; and I also act as Director of Sales for the property.
Accomplishments:
- Raised Guest Services scores from an initial 7.18 (scale of 10) to 8.64, with a 64% problem resolution rate.
- Raised property’s RevPAR index from an initial sub-100 standing to routinely scoring 130.0 and higher, in a market over saturated with rooms and low demand.
- Maintained that RevPAR index through the opening of 4 new hotels in the same market segment.
- Established a cost-efficient capital budget to address much needed property improvements to remain competitive in the marketplace.
- Reduced staff turnover to 26% in 2007, down from over 300% in 2006.
- Achieved and exceed budgeted profit in every quarter.
- Received recognition for excellence in a brand-initiative guest services recognition program.
- Enjoyed comparable revenue increase of 74% in 2007 over previous year.

P&D Hotel Management, Inc. Winder, Georgia
Director of Operations 8/2005 to 5/2007

P&D Hotel Management owns and operates 6 hotels in Georgia, Florida, Ohio, Pennsylvania, and Michigan. As Director of Operations I am responsible for overseeing the day to day operations of 3 nationally branded hotels, a 42 room Comfort Inn, an 85 room Holiday Inn Express, and a 51 room Econo Lodge. My responsibilities include: coordinating hotel sales and advertising efforts; revenue management; budgeting revenue and capital improvements; purchasing; acting as a liaison between the hotels and our Payroll, Accounting, and Human Resources departments; the recruitment, hiring, and training of management personnel; Guest Relations; performing random Quality Assurance inspections to ensure that hotels are up to the standards of their respective chain affiliation
Accomplishments:
- Since I took over, the hotels have enjoyed an increase of over $12 in Average Daily Rate, and $7 in RevPAR (Revenue per Available Room).
- ‘Likelihood to recommend” scores based on Guest Surveys increased 24% at my Comfort Inn
- Scored a perfect score in the cleanliness section of a corporate-conducted QA inspection in February 2007 at my Comfort Inn, the first perfect score ever given by the inspector.
- With proper training, building morale, and managing a low turnover rate, the 3 hotels spent $143,000 less in payroll in 2006 than in 2005.
- Since taking over my Econo Lodge, increased average occupancy from 8% to 61%, and RevPAR from $4.40 to $26.20, enjoying an over $400,000 increase in annual revenue from the previous year.
- In a highly competitive market with low demand at my Holiday Inn Express, I increased average occupancy to record highs of over 90%, while increasing the Average Daily Rate from approximately $98 to over $104.

Ramada Inn Cumberland Gap, Tennessee
Night Manager 6/2005 to 8/2005

The Ramada Inn in Cumberland Gap, Tennessee is a full-service hotel located in the historic Cumberland Gap of the Appalachian Mountains, at the Kentucky and Virginia borders. As Night Manager I was responsible for supervising all departments of the hotel during the hours of 7pm to 7am. Responsibilities included: direct supervision of the Front Desk/Night Audit staff and the security officers; partial supervision of the restaurant, lounge, and overnight housekeeping staff; hiring, training, and supervision of overnight security officers; ensuring a high level of guest satisfaction in all departments and diffusing any situations that arose; oversaw the cleaning of conference rooms and setting them up for the next days events; and nightly accounting of the restaurant and lounge.
Accomplishments:
- Improved efficiency of employee’s efforts in closing the restaurant in lounge, contributing to lower payroll costs.
- Improved the security procedures so that Security Officers had a higher impact on ensuring the safety of the hotels guests.
- Increased satisfaction of our guests renting the conference rooms by ensuring a smooth transition from one days events to the next

Papa John’s Pizza Southeast United States
General Manager 12/1995 to 6/2005

Papa John’s Pizza is the third largest pizza delivery chain in the world, operating more than 3,000 restaurants in 49 U.S. States and 30 countries. As General Manager I was responsible for managing the day to day restaurant operations of individual restaurants. In my nearly ten years with the company I successfully managed 37 different restaurants, including 11 new-store openings. Responsibilities included: Customer relations; payroll; accounting; budgeting and forecasting; scheduling, recruiting, hiring, and training; inventory control; coordinating all local marketing efforts; ensuring each customer received a “world class customer experience”.
Accomplishments:
- Quickly became the "go to guy" in the Atlanta area, and in my tenure managed 37 different restaurants, including opening 11. My strong loyalty and willingness to do whatever it takes to succeed made me incredibly successful wherever I went, and company executives utilized my skills to turn around poor performing restaurants in the area.
- Only person to win "Manager of the Year" more than once, winning it 3 years in a row (2000, 2001, & 2002).
- My crowning achievement in my opinion was taking over a restaurant in 1999 that was failing miserably in the company. The company told me they were going to close the restaurant down in 1 month and they wanted me to "baby-sit" it in the meantime. "Babysitting" just isn't my thing, and I came in and worked around the clock (literally, I didn't sleep for weeks) cleaning up the restaurant and properly training the staff to provide top quality products and service. Combined with a very aggressive local store marketing program, we enjoyed record sales weeks my 3rd and 4th weeks there. A month went by and the company said they were indefinitely postponing closing the restaurant; they wanted to see what else I could do. After the second month the restaurant made a profit for the first time, and the company said that all considerations of closing the restaurant had been swept under the table. A few months later my restaurant was proudly dominating our local market, and was #1 in the Atlanta area in delivery times and customer service scores, and had the lowest FLM (Food, labor, and Mileage costs) in the entire company. I convinced the company to invest in remodeling the store, to greater expand on my success, on my way to winning my first Manager of the Year award.

Domino’s Pizza Carrollton, Michigan
Shift Manager 2/1992 to 10/1995

Domino’s Pizza is the second largest pizza delivery chain in the world with over 5,000 stores in the United States and over 8,000 worldwide. As Shift Manager I was responsible for all restaurant operations during the evening hours until closing. This was an after school job I had while in High School, which later turned in to a career in the restaurant and hospitality industry. My responsibilities included: customer relations; product quality control; coordinating service efforts to ensure the highest level of customer service; inventory control; and supervising the overall cleanliness of the restaurant.
Accomplishments:
- Was in a position of management when I was 13 years old, I think that's a pretty big accomplishment!
- Advanced to the National Pizza Olympics, an event supported by Domino's Pizza to showcase and reward the fastest pizza makers in the world. I represented the State of Michigan at the national level in 1994 and 1995 at the ages of 15 and 16, respectively, after winning in-state competitions, becoming the youngest competitor ever in the event. The true significance of this is that Michigan is the home and birthplace of Domino's Pizza, and has a long and proud tradition of “old school” pizza makers who had dominated the events in years past.

Other skills, abilities, and qualifications

- Very strong with computers and property management systems
- 105 wpm typing
- Strong attention to detail
- Very organized and methodical in my work
- Proven experience in successfully building a team of employees who are engaged in their jobs and strongly motivated towards the financial and service goals for the business.
- Proficient with Microsoft Office, several Hospitality Accounting Systems, and several Property Management Systems.
- 100% Drug Free
- Over 16 years of management experience
- Very strong with administering hotel E-commerce and building revenue through TPIs (Third Party Internet travel agent websites)
- Possess a “never go home until the job is done and done right” attitude
- Strong, proven experience in Revenue Management with an “undefeated record” in market share
- Proven abilities in Food & Beverage, with many years of restaurant management experience, and certification in bartending
- Extensive experience with pool operations and maintenance
- Received CHA certification from Educational Institute
- Experience with the following hotel chains: Wyndham, Choice Hotels, Intercontinental, and Carlson
- Recipient of 2008 Presidential Who’s Who Award in Professional Business Achievers
- First General Manager in Carlson Hotels Worldwide to achieve the Red Level “Be our Guest” award, based on recognition from guests for outstanding, personal service

Krista Bernier's Resume

Summary of Qualifications
v Total of five years experience.
v Complete knowledge of hotels operations.
v Outstanding oral, written, and training communication skills
v Unparalleled guest relations skills especially in creating "special touches" and resolving Guest requests and concerns.
v Strong analytical skills including trend analysis and the ability to develop innovative tactics to resolve problems.
v Excellent eye for details can carry out actions to improve the appearance of the property, and employees as well as establish relevant actions that meet guest's expectations.
v Positive and upbeat approach to employee relations and guest complaints.
v Strong computer skills especially word processing, hotel operating systems and spreadsheet creation.
v Remarkable ability to ensure proper selection, training, motivation and counseling of all employees.
Professional Experience:
Country Inn & Suites – Beaufort, SC – Volunteer – 2007 – Present
v Ensured that Excellence Hotels operates to the highest standards required by management
v Ensure that every department head is aware of operational goals and hence is made aware of the necessary tools.
v Recruit and monitor relevant staff for their specific operations
v Plan work schedules as per requirement
v Meet as well as greet customers
v Deal with customer queries and complaints.
v Address customer problems as well as troubleshoot.
v Supervise the supplies and furnishings.
v Ensured that all household staff and other staff comply with Excellence Hotels policies, e.g. fire, safety precautions etc.
v Assume authority for the hotel in the absence of the General Manager.
v Oversaw ordering, receiving, and inventory alongside the General Manager.
K Management – 2006-2007 Holiday Inn Express Tampa, FL – General Manager / Comfort Inn Winder, GA – Assistant General Manger / Econo Lodge Eaton, OH – Assistant General Manager
v Managed the daily operations of all Hotel(s) including Conference Management, Rooms, Housekeeping, Leadership & Training, Reservations, Retail, Engineering, Spa, as well as other functions as assigned.
v Monitored the performance of the Hotel operational teams.
v Implemented Hotel insurance policies, procedures and the overall operation philosophy.
v Assigned budgets to ensure that profitable goals for the Hotel(s) were met.
v Responsible for inquiring and investing in capitol expenses also maintaining low payroll and inventory costs.
v Maintain statistical-financial records.
v Provided assistance to aid executive committee department heads in achieving their short and long-term objectives
Alltel Communications – Dalton, GA - Financial Analyst – 2002-2006
v Responsible for reducing company’s negative accounts by assisting customers with their account balances.
v Empowered to conduct successful negotiations and find resolutions to billing questions leading to customer's satisfaction and ability to make payments on their account.
v Accessed and updated customer accounts through computer based billing system.
v Identified billing and/or service issues that may be delaying payments.
v Researched accounts to resolve customer financial disputes, reviewing bills and explaining fees and charges for service
v Maintained product and service knowledge, working knowledge of telephony technology and industry updates.
v Assisted in reducing interrupted service, write-offs, collection agency and credit bureau reporting of flagged accounts. Managed and process accounts in 30 to120 days past due status.
v Resolved non-payment issues and negotiated payment arrangements. Determined when service suspensions and/or disconnects are appropriate and initiate accordingly
v I was consistently recognized as the Top Performer of my team.
Courtyard by Marriott – Dalton, GA – Director of Services – 2001-2002
v Supervised the housekeeping, maintenance and front desk departments.
v Responsible for all costs of my departments, including payroll and supplies.
v Maintained schedules of my departments to ensure adequate staffing based on hotel occupancy while not overstaffing.
v Kept an accurate inventory of all supplies.
v Assisted with front desk duties and insuring guests were satisfied with the room and the services provided.
v Insured that rooms were ready and available for our customers upon arrival.
v Responsible for the overall cleanliness and maintenance of the hotel, which improved immensely under my leadership.
Attributes
I am a skilled self-motivated individual. I exhibit competent multi-tasking skills and take initiative in diffusing challenging customer contacts. I have the ability to make sound decisions using proper discretion in handling situations within company guidelines. My philosophy is to always do everything with a smile and do what it takes to satisfy the customer to ensure long term business success.

System Operation Experience In: Opera, IHG Online, Holidex, Webguru, Profit Manager, Choice Central, Corporate Lodging, Choice Advantage, Imaginn, M3, Harmony Database Manager and all MS Office Applications.

Education

Intercontinental Hotel Group - 2006 – Atlanta, GA – Certified Holiday Inn Express General Manager
Cherokee High School -1999 – Canton, GA – Diploma/College Prep