LORI VAN WINSEN-MOORE

Whitewood, SD 57793 605-645-7665 lorivanwinsen@hotmail.com

GENERAL MANAGER BUSINESS MANAGER

Multi-award-winning manager with outstanding track record of driving immediate and sustainable improvements resulting in best-in-class organizations thriving in saturated and seasonally fluctuating markets. Creates centers of excellence on top tier of industry, spearheading high-impact strategic and tactical planning. Captures and maintains competitive edge, expertly managing revenue to ensure best rates for demand and market. Maximizes both profitability and customer satisfaction, providing ongoing innovation, growth, and enhancements. Directs seamless programs, change, and special events, developing comprehensive roadmaps to success. Builds, motivates, and leads high-performance teams, facilitating cross-training and customer-focused ethos.

SELECT CORE COMPETENCIES Strategic Planning & Scheduling General & Business Management Revenue Management Competitive Rates Operational & Customer Service Excellence Continuous Improvements Project & Program Management Team Building & Cross-Training P&L Management Retail & Hospitality Sales VIP & Special Events

PROFESSIONAL EXPERIENCE DEADWOOD MOUNTAIN GRAND (a Holiday Inn Resort), Deadwood, SD 2012 Present Hotel General Manager (2012 2013) & Hotel Consultant (2013 Present) Oversaw, led, and actively supported all hotel departments such as front desk, housekeeping and casino housekeeping, and concierge desk. Managed all aspects of day-to-day operations including, but not limited to, personnel management, hotel guest services, safety and security, property rate structure, inventory, finance, cost control, vendor and customer relations, AR, AP, direct bill accounts, revenue management, and short- and long-term forecasting. Reviewed key internal and industry reports. Drove ongoing improvements of hotel culture and community image. Chaired monthly service and training meetings. Prepared daily, weekly, monthly, and annual reports on revenue, occupancy, and budgeting. Performed daily, weekly, and monthly site inspections. Communicated daily with 3 owners and partner groups across 2 states, GM of Casino, Sales & Marketing Department, and Players Club Department. Managed VIP guests personally. Negotiated contracts for special events. Represented hotel at community functions. Currently serve as Hotel Consultant providing ongoing advice and guidance. Details provided on request. Achievements: Initiated and led conversion of property into franchise with InterContinental Hotels Groups (IHG) as Holiday Inn Resort property, leveraging extensive hotel and IHG background to consult with owners and manage change over. Achieved high-profile accelerated conversion into high-end franchised resort hotel as 12 of only 35 Holiday Inn Resorts in world and only 1 of 17 in US; completed far ahead of schedule conversion successfully in 3 rather than 12-18 months amid busiest season including all brand-specified products and procedures, and new IT system. Saved ~$12K in negotiations with InterContinental Group over 8 months, freeing up crucial revenue for conversion; single-handedly managed all interface reservations on 24x7 basis. Overcame complex staffing shortages, partnering with HR Director to identify company to supply J1-Visa employees (students) at $0 cost, initiating employee sharing with local properties, and cross-training employees. Grew room revenue by +$150K in just 3 months over pre-conversion year, despite sole marketing being independent hotel website. INTERCONTINENTAL HOTELS GROUP (IHG), Gillette, WY & Deadwood & Spearfish, SD 2000 2012 Hotel General Manager Holiday Inn Express, Gillette / Timberline Hospitalities 2007 2012 Supervised and directed all hotel departments and activities including, but not limited to, housekeeping, breakfast bar, front desk, maintenance, personnel, guest services, safety and security, property rate structure, revenue management, forecasting, inventory, outside sales, finance, inspections, reporting, and vendor relations.
Continued

Resume

LORI VAN WINSEN-MOORE

Page 2 lorivanwinsen@hotmail.com

(Hotel General Manager Holiday Inn Express, Gillette / Timberline Hospitalities, IHG, cont.) Achievements: st Increased multiple key revenue figures in 1 2 years including room revenue by +$610K, average daily rate (ADR) by $38.18, revenue per available room (RevPAR) by $22.92, and guest service scores from 79.17 to 96.09. Slashed AR from $140K to <$30K owed in <3 months, implementing new accounting and billing procedures, more stringent check policies for new accounts, and improved assertiveness and consistency of collections procedures. Drove hotel from #2 to consistently rank #1 in Gillette market for Occupancy, Rate, and RevPAR from 2009 to 2012; grew RevPAR by 7.6% while market lost 7%, and grew ADR by 20% while market grew 3.4%. Led hotel to be recognized as Timberlines most improved hotel year-over-year in employee turnover rates, achieving 68.19% enhancement from 113.64% to 45.45% in highly transient employee market. Featured in Timberline Times for groundbreaking achievements such as growing ADR by $39.09 while increasing overall satisfaction scores by 6%; unprecedented accomplishment to grow ADR while increasing value. Ranked in Top 15% of all Express hotels in world in 2010; elevated ranking dramatically from 906 out of 1,353 Holiday Inn Express properties to 688 out of 1,700 H oliday Inn Express properties, and listed as area managers highest revenue-generating hotel in his portfolio of +100 hotels. Hotel General Manager Holiday Inn Express, Deadwood / Full House, Inc. 2002 2007 Oversaw, staffed, scheduled, and led all hotel departments including breakfast bar, front desk, and housekeeping. Performed all general management activities as stated above. Managed all aspects of Gold Dust Retail Store and Smoke Shop. Served as shift supervisor for Gold Dust 777 Casino. Hosted VIP guests. Greeted and oriented tour buses. Acted as host for special events. Assisted game tournaments, photo shoots, and commercials. Negotiated contracts for special events in and around Deadwood such as Sturgis Motorcycle Rally, Days of 76 Rodeo, Kool Deadwood Nites, Deadwood Jam, Black Hills Corvette Rally, Mickelson Trail Marathon, Ski for Light, and New Years Eve. Represented hotel and casino at community functions. Achievements: Drove property to become 3x award-winner through InterContinental Hotel Group franchise, leading consistent impeccable products and services. Achieved major revenue increases each year of tenure totaling +$503K in room revenue, $29.92 ADR, and $18.26 RevPAR, while increasing occupancy by 9%. Won Governors Award for customer service excellence. Optimized manpower levels in difficult staffing market, forging relationship with company to create group of core J1-Visa and H2B Visa employees for busy seasons, and cross-training staff for off-seasons. Advanced rapidly from initial positions as Front Desk Clerk & Manager On-Duty to Hotel Operations Director & Assistant General Manager to Hotel General Manager due to extraordinary performance and contributions. Guest Services Manager & Front Desk Manager Holiday Inn, Spearfish 2000 2002 Performed as Front Desk Manager during day shift and as part-time Night Auditor Achievements: Contributed actively to cost control during slow seasons, performing as Front Desk Manager during day, and as part-time Night Auditor single-handedly conducting up to 40 hours of night audits per week at times. Retained employees during slow seasons, cross-training guest services and front desk staff in banquets, housekeeping, and restaurant and bar, and performing creative scheduling to allow them maximum hours. Promoted from initial positions as Night Auditor and Front Desk Clerk to Guest Services and Front Desk Manager. NOTE: Widely diverse experience prior to hospitality industry includes roles as Assistant Store Manager, PAMIDA, Belle Fourche, SD (1999- 2001), Teller, NORWEST BANK, Aberdeen, SD (1999), Operator 9920s & Acme Departments, 3M CORPORATION, Aberdeen, SD (1996 1999), High School English Teacher & National Honor Society Advisor, NEWELL SCHOOL DISTRICT, Newell, SD (1997 1998), and Cross-Trained Operator A3 Cell, MIDCOM, INC., Aberdeen, SD (1994 1996). Details on request.
Continued

Resume

LORI VAN WINSEN-MOORE

Page 3 lorivanwinsen@hotmail.com

EDUCATION Associate of Hotel & Restaurant Management Thomson Education Direct, Scranton, PA BS in Secondary Education & English: Minor in Psychology Northern State University, Aberdeen, SD CERTIFICATION Certified Hotel Administrator (CHA) American Hotel & Lodging Associations Educational Institute Certified in Coaching Northern State University Teaching Certificate for State of SD (current): Ongoing classes in English, Psychology, Sociology, Education, etc. PROFESSIONAL DEVELOPMENT InterContinental Hotels Groups General Manager Academy Purdue University Franchise Requirements for Hotel Management (3-5 classes per year for 11 years) InterContinental Hotels Group Multiple Middle School Endorsements Northern State University AWARDS & HONORS Trip Advisor Award of Excellence for Deadwood Mountain Grands Superior Customer Service Numerous Deadwood Mountain Grand hotel, staff, and personal Commendations and Certificates of Excellence from Governor and State Department of Tourism Holiday Inn Express Manager of the Month Governors Award for Holiday Inn Express Customer Service Excellence 6 nominations for InterContinental Hotel Groups Best of the Best Award for Best Holiday Inn Express General Manager of the Year out of all +1,700 properties worldwide (formerly known as General Manager of the Year Award) ***For additional information, please visit www.linkedin.com/in/lvanwinsenmoore/***

Resume