Chance Gugisberg
Missoula
Summary
Experienced hospitality professional and General Manager with eight years of progressive leadership experience in hotel operations and the hospitality industry. Known for building strong teams, fostering exceptional guest experiences, and driving operational excellence through a hands-on, people-focused management approach. Skilled in financial oversight, administrative management, revenue optimization, event coordination, and cultivating exceptional guest experiences through professional, solution-oriented leadership that drives high guest satisfaction and operational excellence. Recognized for creating positive workplace cultures, developing team members, and balancing exceptional service with strong business performance. Passionate about hospitality, collaborative leadership, and delivering results that support both organizational goals and guest satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
General Manager
Holiday Inn Express & Suites
Missoula, MT
12.2025 - Current
- Directed operational strategies to enhance efficiency and streamline processes across multiple departments.
- Implemented performance metrics to evaluate team productivity and drive continuous improvement initiatives.
- Collaborated with cross-functional teams to develop and execute strategic plans aligned with organizational goals.
- Mentored and developed management staff, fostering a culture of accountability and high performance.
- Analyzed market trends to inform business decisions and identify new growth opportunities for the organization.
- Established key partnerships with stakeholders to enhance service delivery and customer satisfaction.
- Led budget management efforts, ensuring resource allocation aligned with strategic priorities and operational needs.
- Oversaw recruitment and training programs, building a strong talent pipeline for future leadership roles within the company.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Front Office Manager and Operations Manager
The Staybridge Suites
Missoula, MT
06.2021 - 12.2025
- Maintained professional demeanor by staying calm when addressing unhappy or angry guests.
- Used industry expertise, customer service skills and analytical nature to resolve guest concerns and promote loyalty.
- Maintained positive guest relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated guest needs to individual departments to maximize guest satisfaction.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Willing to relocate: Anywhere
- Supervised front desk operations to ensure seamless guest check-in and check-out processes.
Lead Night Auditor
The Courtyard Marriott
Missoula, MT
08.2020 - 06.2021
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Entered customer data into room system and updated information whenever guests changed rooms.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Entered and updated sensitive customer information during check-ins and room changes.
- Kept accounts in balance and ran daily reports to verify totals.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Enforced policies and procedures to increase efficiency.
Lead Night Auditor
The Courtyard by Marriott
Bloomington, IN
05.2019 - 08.2020
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Entered customer data into room system and updated information whenever guests changed rooms.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Entered and updated sensitive customer information during check-ins and room changes.
- Kept accounts in balance and ran daily reports to verify totals.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Enforced policies and procedures to increase efficiency.
Housekeeper
The Residence Inn by Marriott
Missoula, MT
02.2019 - 05.2019
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Verified cleanliness and organization of storage areas and carts.
- Adhered to professional house cleaning checklist.
Server/Host
The Goodman Group
Missoula, MT
03.2017 - 11.2017
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with elderly residents.
- Maintained organized and clean dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming residents.
- Bussed and reset tables to keep dining room and work areas clean.
- Helped residents with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Aided in the Memory Care unit, serving specialized food to residents with memory issues.
Cook/Prep Cook
Pizza Hut
Missoula, MT
07.2015 - 10.2016
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and creating returning business.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
- Operated varied kitchen equipment, observing operation guidelines to avoid accidents and prevent malfunctions.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Followed health, safety and sanitation guidelines while preparing and serving food.
- Prepared and cooked meals according to recipes and customer specifications.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
Education
High school or equivalent -
Big Sky High School
Missoula, MT01-2018
Skills
- Account Management
- Management
- Guest Services
- Business development management
- Front Desk
- Night Audit
- People Person
- Administrative Experience
- Microsoft Office
- Operational analysis
- Accounting
- Leadership
- Great Problem Solving Skills
- Memory Care
- OPERA
- Microsoft Word
- Cash Handling
- Executive leadership
- Hotel management
- Excellent Communication skills
- Technology Oriented
- Fosse
- HotelKey
- Operations management
- Leadership and team building
- P&L management
- Problem resolution
Certification
Driver's License
Languages
English - Expert
Additional Information
Authorized to work in the US for any employer
Timeline
General Manager
Holiday Inn Express & Suites
12.2025 - Current
Front Office Manager and Operations Manager
The Staybridge Suites
06.2021 - 12.2025
Lead Night Auditor
The Courtyard Marriott
08.2020 - 06.2021
Lead Night Auditor
The Courtyard by Marriott
05.2019 - 08.2020
Housekeeper
The Residence Inn by Marriott
02.2019 - 05.2019
Server/Host
The Goodman Group
03.2017 - 11.2017
Cook/Prep Cook
Pizza Hut
07.2015 - 10.2016
High school or equivalent -
Big Sky High School