Dynamic Hotel Manager skilled in developing and training teams and effectively promoting highest guest satisfaction ratings in competitive environments. Skilled in establishing rapport with clients as well as associates. Self-motivated with exceptional hospitality skills and computer capabilities Expert communicator passionate about fostering a positive and results-oriented team culture. Excellent problem solver with a positive attitude. Experienced Night Auditor/Guest Service Agent and highly successful at juggling multiple priorities while delivering superb service with a smile. Computer-savvy and organized with strong attention to detail. Organized Guest Service Agent with strong interpersonal and computer skills. Excellent background in customer service and support and accustomed to resolving difficult client situations.
*Managed the hotel named "Best in Customer Satisfaction" in 2005 to 2017. Consistently among the Top 3 awardee on Upscale Hotels Category during my 12 year tenure with OMNI Berkshire Place NY.
*Awarded the "Manager of the Quarter "Award by OMNI Berkshire Place twice and several times nominated for the same award.
*Team winner in enrollment in the OMNI Select Guest customer loyalty program. Spearheaded increased in Medallia hospitality and service scores.
Hotel Night Manager, 03/2005 to 03/2017 Company Name – City, State
Properly utilized 398 guest rooms to maximize revenue along with high guest satisfaction level.
Oversee the front desk, bell staff, PBX, security, restaurant and housekeeping staff to ensure proper communication and teamwork.
Provided an elevated customer experience to generate a loyal clientèle.
Coordinated with day management regarding on-going issues.
Trained new employees on proper protocols on OMNI culture and customer service standards.
Log, monitor, and follow up on any issues throughout a guest's stay.
Empowered to solve guest concerns and ensure overall satisfaction.
Night Auditor/Guest Service Agent, 06/2000 to 04/2017 Company Name – City, State
Greeted and welcomed all checkin/checkout hotel guests with a warm smile.
Resolved service-related problems in a timely manner.
Print Daily Analysis report and review turnover from previous shift.
Run Posting Journal and post all ancillary department's charges.
Reconcile pay movie, mini-bar, phone and laundry charge postings.
Review bucket check report to ensure rates are showing accurately with specific corresponding Market Segment Codes.
Check for duplicate postings.
Complete Credit Check Report.
Inform hotel outlets for "No Post" accounts.
Perform and run Night Audit function.
Print express checkout folios for distribution.
Compile all pertinent Night Audit data and input on nightly SnapShot for transmission to SBE main headquarter in California.
Complete "Early Bird Report" for distribution to all department heads.
Bachelor of Science: Civil Engineering Hotel Administration, Mapua Institute of Technology - City
Coursework in Hotel Administration
Associate's Degree in Civil Engineering
Bachelor of Science: Engineering, Mapua Institute of Technology - City Engineering
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Mapua Institute of Technology
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