Tammy (Mosier) Sustrate
Mesa
Summary
Dynamic General Manager with a proven track record at Woodspring Suites, excelling in operations and guest satisfaction. Skilled in process improvement and proficient in onboarding software, I foster high-performing teams and maintain exceptional service standards, achieving a 98% occupancy rate. Strong communicator dedicated to enhancing profitability and operational efficiency.
Overview
24
24
years of professional experience
Work History
General Manager
Woodspring Suites/Aimbridge Hospitality
Mesa
11.2024 - Current
- As the General Manager of the hotel, I am responsible for all aspects of operations for a 122-room hotel and a staff of 10 employees. My role encompasses a broad range of responsibilities aimed at ensuring smooth operations and high standards of guest satisfaction. I handle recruitment, training, process improvement, and budgeting, while also overseeing procurement and the implementation of policies. As a general manager, I continually strive to improve guest experience and foster a work environment that promotes excellence and ethical standards.
- Hire, onboard and train all staff at the hotel
- Manage the maintenance needs of the hotel, coordinating with outside vendors when needed.
- Ensure all procurement and labor spending is within the budget set.
- Implement and uphold high standards for cleanliness, safety, maintenance, and service delivery across all hotel departments.
- Implement strategies to maximize occupancy, average daily rate (ADR), and overall revenue, utilizing pricing strategies, market analysis, and distribution channels.
- Oversee all aspects of the guest journey, ensuring exceptional service delivery, prompt resolution of issues, and continuous improvement in guest satisfaction scores.
- Understand and actively manage the hotel's P&L statement, identifying areas for improvement and implementing strategies to enhance profitability.
Assistant General Manager/Property Manager
Bigelow Management, LLC.
Phoenix
11.2017 - 11.2024
- Company Overview: [Budget Suites of America]
- As an assistant general manager for Bigelow Management, LLC, I am responsible for the daily operations of a 414 unit short term apartment complex, and staff of 30-40 individuals.
- Ensure that all staff positions are dispatched according to the qualification of staff members, and flow & sales of the business each day
- Manage the maintenance and housekeeping needs of each unit upon checkout. Assess any potential issues with the apartment that might require outside vendor assistance.
- Manage dispatch on a monthly preventative maintenance (PM) schedule.
- Ensure that any building maintenance, repairs and services are complete efficiently, on time and on budget
- Coordinate with vendors to ensure that we have the necessary PAR levels on all supplies so that all employees have the tools to be successful.
- Use best business practices to manage and reduce operations costs
- Maintained a 98% occupancy level overall for four straight years
- Processes daily reports, verified cash sheet accuracy and confirmed daily deposit is valid.
- Resolved guest complaints by listening, prioritizing feedback and acting immediately.
- On board and train incoming staff in all positions
- Prepare and file all required documentation for delinquent payers, beginning the eviction process
- [Budget Suites of America]
Assistant General Manager
Panera Bread Company
Chandler
01.2013 - 07.2017
- As the assistant general manager for the Raintree Ranch Panera Bread cafe, I was responsible for managing the day-to-day operations of the cafe including, but not limited to; scheduling, on-boarding new employees, coaching employees, quality control and ensuring exceptional customer outcomes.
- Management team maintained the lowest turnover rates of the southwest market 3 consecutive years, by creating an environment for all employees to balance work and life equally
- Manage all scheduling activities for up to 60 café employees, ensuring café is staffed appropriately based on projected sales while monitoring for labor exceptions.
- Performed semiweekly inventory, and procured supplies and services through approved vendors.
- Perform all hiring activities for the café including; job-posting, scheduling and interviewing candidates, e-verify, I9 verification and on-boarding.
- Facilitate on-boarding for all new cafe employees, covering key employee policies, employee handbook, and benefits information.
- Assist general manager with employee compensation, benefits, payroll, and employee relation issues.
- Provide on-the-spot coaching and recognition to employees as needed in one-on-ones and during performance reviews.
- Train café staff on new-products and effective sales techniques during new product roll-outs.
- Monitor all bakery and food products to ensure café standards are always met and/or exceeded, taking immediate corrective action if needed.
- Build rapport with local customer base to increase repeat business and help exceed customer expectations.
- Identify opportunities to improve customer service and work with employees to implement changes.
- Ensure that all employee concerns raised are routed to appropriate party/channel for further review as needed.
- Maintain the highest level of confidentiality and professionalism when working with handling employee issues.
- Extensive experience working with a diverse, multi-cultural and multi-lingual staff.
First Assistant Manager
Islands Restaurants
Phoenix
01.2006 - 01.2013
- As the first assistant manager for the Phoenix, restaurant, I was responsible for the successful daily operations of a 250 seat restaurant, employing 70 people.
- Hired and on-boarded all new hire employees including, but not limited to; e-verify and I9 verification, ensuring proper understanding of the Islands handbook, training schedules and daily follow up throughout training, 30, 60 and 90 day evaluations beyond training.
- Performed semiweekly inventory, and procured supplies and services through approved vendors.
- Trained new employees on Island's policies, excellence in customer service, and company food safety and sanitation standards.
- Scheduled up to 70 employees simultaneously.
- Balanced food and labor goals with the needs of the of the employees and guests.
- Did quarterly marketing in the surrounding areas to increase sales and business growth.
Lead Trainer
Islands Restaurants
07.2001 - 12.2006
- As a Trainer I was responsible for training new and newly-promoted employees, acting as a shift-leader and performing various tasks.
- Sought out for restaurant openings due to my knowledge and expertise in training and staff development.
- Maintained all employee files, insuring the most up to date regulated information.
- Gave working feedback to employees during shifts to help guarantee a great guest experience.
Education
Bachelor of Science - Business Management Human Resources
Western Governors University
Salt Lake City, UT09.2025
Certificate -
Pastry Arts
Chicago, IL01.2004
Associates of Applied Science -
Scottsdale Community College
Scottsdale, AZ01.2000
Certificate -
Culinary Arts
01.1999
Skills
- Excellent written and verbal skills
- Proficient in Microsoft Office
- Proficient in Outlook
- Onboarding software - Workday
- Onboarding software - E-Verify
- Fair housing - 2024
- City of Phoenix Crime-Free Housing - 2024
Qualifications Summary
Polished and professional manager, with significant experience and progressive responsibilities in property and hospitality management. Responsibilities including: recruiting, training, coaching, budgeting, procurement, process improvement, implementation and guest satisfaction. I am a professional who exhibits the highest level of ethical standards, character, and leadership. I am passionate about what I do and demonstrate this every day with a positive can-do attitude towards life, people, and career.
Timeline
General Manager
Woodspring Suites/Aimbridge Hospitality
11.2024 - Current
Assistant General Manager/Property Manager
Bigelow Management, LLC.
11.2017 - 11.2024
Assistant General Manager
Panera Bread Company
01.2013 - 07.2017
First Assistant Manager
Islands Restaurants
01.2006 - 01.2013
Lead Trainer
Islands Restaurants
07.2001 - 12.2006
Bachelor of Science - Business Management Human Resources
Western Governors University
Certificate -
Pastry Arts
Associates of Applied Science -
Scottsdale Community College
Certificate -
Culinary Arts
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