AJ Gallow
Crofton
Summary
General Manager with 15 years of experience in driving revenue growth and property expansion. Proven ability to manage multiple projects under pressure while maintaining a focus on customer satisfaction. Expertise in implementing strategic initiatives that enhance profitability and sales performance. Recognized for excellence in operations and team development in competitive markets.
Overview
16
16
years of professional experience
Work History
General Manager
Hersha Hospitality Management (HHM)
08.2024 - 08.2025
- Oversaw operations of 216 key hotel featuring 1,662 sq. ft of meeting space in Downtown Bethesda, MD.
- Directed $4 million renovation, achieving year-over-year revenue growth.
- Doubled annual hotel stay scores through targeted improvement initiatives.
- Managed budget implementation along with employee evaluations and training schedules.
- Negotiated contracts to strengthen supplier relationships and enhance service quality.
- Led full-service food and beverage operations, including restaurant and bar management.
- Collaborated with Sales department to create banquet and catering menus for in-house groups.
- Participated in Hilton-led program to expand lunch options, elevating F&B offerings.
Area General Manager
Quorum Hotels & Resorts
03.2024 - 08.2024
- Directed hotel operations across three locations to maintain high-quality service standards.
- Implemented cost control measures to enhance operational efficiency and reduce expenses.
- Oversaw compliance with health and safety regulations across all properties.
- Led budget planning processes aligned with organizational goals and objectives.
- Provided strategic guidance on merchandising, inventory management, and customer service standards.
- Optimized complimentary breakfast cost control measures to significantly lower CPOR.
- Ensured adherence to customer service standards through continuous training and support.
General Manager
OTO Development
09.2021 - 03.2024
- Managed 121 key hotel properties in Historic Downtown Annapolis.
- Developed team-building activities to foster collaboration among departments.
- Oversaw inventory management and implemented corrective action plans to reduce costs.
- Delivered exceptional client experiences through direct leadership of associates and managers.
- Monitored financial performance, identifying opportunities for cost savings and revenue enhancements.
- Collaborated with departments to implement action plans for improving business practices.
- Operated full-service F&B concept, Kitchen on West Street, featuring seasonal dishes and craft cocktails.
- Facilitated banquet and catering functions alongside Sales and F&B departments.
General Manager
Tharaldson Hospitality Management
12.2019 - 09.2021
- Promoted to General Manager during full renovation of Dual Hilton Garden Inn/Homewood Suites.
- Managed 250 keys across all hotel operations, ensuring efficiency and quality.
- Oversaw recruitment, training, and performance evaluations for all departments.
- Developed strategic marketing plans that increased hotel occupancy rates.
- Coordinated vendor relationships to secure high-quality supplies and services.
- Ensured compliance with health, safety, and regulatory standards across the property.
- Conducted regular facility inspections to uphold quality assurance standards.
- Supervised daily food and beverage operations, including menu planning and customer service.
Assistant General Manager
OTO Development
05.2018 - 10.2019
- Managed daily operations of Hilton Garden Inn Downtown Annapolis, ensuring high-quality service delivery.
- Oversaw staff schedules and coordinated assignments to optimize team performance.
- Developed training programs for new hires and ongoing staff development initiatives.
- Conducted performance evaluations and provided actionable feedback to enhance team effectiveness.
- Resolved customer complaints promptly while maintaining professionalism and composure.
- Collaborated with department heads to enhance communication processes across teams.
- Maximized revenue and profits through exceptional customer satisfaction and employee engagement.
- Trained housekeeping staff on cleaning standards, ensuring compliance with safety protocols.
Front Office Manager
GF Hotels
12.2016 - 05.2018
- Managed 283 key property in Towson, MD, ensuring operational excellence.
- Oversaw staff scheduling and coordinated training for new team members.
- Collaborated with housekeeping to guarantee room readiness for incoming guests.
- Monitored front office supply inventory, placing orders as necessary.
- Maintained accurate guest information records and billing processes.
- Handled daily front office operations, including greeting guests and managing communications.
- Executed administrative tasks, including filing paperwork and preparing reports.
- Resolved customer complaints efficiently while upholding professionalism.
Front Office Manager
Davidson Hotels & Resorts
04.2015 - 12.2016
- Managed 225 key properties in Downtown Annapolis, enhancing operational efficiency.
- Oversaw CRM updates, backups, report generation, and requisition troubleshooting.
- Coordinated with housekeeping and maintenance to ensure room readiness for guests.
- Facilitated personalized service for VIP guest arrivals through effective coordination.
- Executed staff training programs on customer service, software usage, and emergency protocols.
- Utilized property management systems for efficient handling of guest bookings and payments.
- Implemented loyalty programs and promotional offers to drive guest retention and attraction.
- Conducted regular staff meetings to communicate objectives and gather feedback.
Assistant Front Office Manager
Crestline Hotels & Resorts
07.2014 - 04.2015
- Managed 175 key properties in Washington DC, ensuring optimal operational efficiency.
- Coordinated front office operations and guest services to enhance guest experiences.
- Assisted Front Office Manager in developing and monitoring operational policies and procedures.
- Led by example to foster a collaborative work environment among staff.
- Maintained comprehensive knowledge of hotel products, services, pricing plans, and promotions.
- Investigated customer complaints and implemented corrective actions as needed.
- Trained staff on hotel policies and procedures to ensure compliance and performance.
- Executed cashiering duties, including processing payments from guests.
Assistant Front Office Manager
Davidson Hotels & Resorts
09.2012 - 07.2014
- Managed 220 key properties in Arlington, VA, ensuring optimal operational efficiency.
- Coordinated staff schedules and training for front desk personnel to enhance service delivery.
- Participated in recruitment activities, including interviewing potential candidates for open positions.
- Responded promptly to customer inquiries via telephone and email, maintaining high satisfaction levels.
- Coached employees to improve performance and eliminate process inefficiencies.
- Developed strategies to enhance customer satisfaction ratings through targeted initiatives.
- Assisted guests with reservation changes or cancellations as required, ensuring a seamless experience.
- Supervised night audit processes by reviewing reports for accuracy and compliance.
Front Office Supervisor
Davidson Hotels & Resorts
03.2012 - 09.2012
- Managed staffing and scheduling to align with business demands and improve service levels.
- Handled customer complaints professionally to maintain satisfaction.
- Monitored inventory levels and ordered supplies as necessary for operations.
- Oversaw guest check-in and check-out processes to ensure efficiency.
- Implemented front office policies and procedures to enhance operational consistency.
- Ensured adherence to customer service standards across all interactions.
Front Office Ambassador
Davidson Hotels & Resorts
02.2010 - 03.2012
- Created welcoming atmosphere by greeting customers and clients upon arrival.
- Engaged guests in conversation to enhance hospitality and build trust.
- Supported team in implementing operational policies and procedures to improve service delivery.
- Fostered good customer relations and satisfaction through a friendly demeanor and proactive approach.
Education
High School Diploma -
Arundel Senior HS
Gambrills, MD05-1999
Skills
- PMS knowledge – Hilton PEP and OnQ R&I
- Sales systems – Delphi, Travel Click, Lighthouse, and COSTAR
- Talent acquisition
- Corporate communications
- Operations management
- Labor relations
- Pricing strategy
- Budget management and forecasts
- Revenue enhancement
- Contract negotiation
- Operational efficiency
- Inventory management
- Team leadership
- Quality assurance
- P&L management
Awards
40 under 40 in Hospitality nomination, Davidson Hotels Employee of the Year 2010 & 2012
Timeline
General Manager
Hersha Hospitality Management (HHM)
08.2024 - 08.2025
Area General Manager
Quorum Hotels & Resorts
03.2024 - 08.2024
General Manager
OTO Development
09.2021 - 03.2024
General Manager
Tharaldson Hospitality Management
12.2019 - 09.2021
Assistant General Manager
OTO Development
05.2018 - 10.2019
Front Office Manager
GF Hotels
12.2016 - 05.2018
Front Office Manager
Davidson Hotels & Resorts
04.2015 - 12.2016
Assistant Front Office Manager
Crestline Hotels & Resorts
07.2014 - 04.2015
Assistant Front Office Manager
Davidson Hotels & Resorts
09.2012 - 07.2014
Front Office Supervisor
Davidson Hotels & Resorts
03.2012 - 09.2012
Front Office Ambassador
Davidson Hotels & Resorts
02.2010 - 03.2012
High School Diploma -
Arundel Senior HS