Marlena Voss

Profile

Hospitality executive with 14 years of full-service hotel operations experience, specializing in luxury and upper-upscale properties across the Southeast. Proven record of driving RevPAR growth and guest satisfaction scores while managing multi-department teams of up to 180 staff. Led a $4.2M renovation project that lifted TripAdvisor ranking from #18 to #4 within one year of reopening.

Work Experience

General ManagerMar 2019 - Present

The Hargrove Hotel & Spa, Charleston, SC

Increased RevPAR by 31% over three years by restructuring dynamic pricing strategy and partnering with OTA channel managers to optimize rate parity across 12 booking platforms.
Reduced annual food-and-beverage cost ratio from 38% to 29% by renegotiating supplier contracts and implementing weekly variance reporting for all outlet managers.
Achieved a J.D. Power Guest Satisfaction score of 892 (top 5% nationally) by launching a 60-day service recovery training program and redesigning the front-desk check-in workflow.

Assistant General ManagerJun 2015 - Feb 2019

Palmetto Grand Resort, Hilton Head Island, SC

Oversaw daily operations of a 312-room beachfront resort with $22M in annual revenue, supervising 9 department heads and coordinating a 140-person seasonal workforce.
Spearheaded a loyalty program refresh that grew enrolled repeat guests by 44% in 18 months, contributing $1.1M in incremental direct-booking revenue.
Cut front-desk complaint escalations by 52% by introducing a real-time guest messaging system (Zingle) and rewriting the standard operating procedures for housekeeping inspections.

Rooms Division ManagerAug 2011 - May 2015

Meridian Suites Downtown, Columbia, SC

Managed front office, housekeeping, and concierge teams totaling 55 employees for a 198-room urban select-service property, maintaining an average occupancy of 84%.
Reduced room-readiness time by 18 minutes per turn by piloting a tablet-based housekeeping assignment app, cutting overtime costs by $47,000 annually.
Grew group-sales segment from 8% to 19% of total room nights by building a targeted outreach program with local corporate accounts and event planners.

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