*** ******* **

BAYPORT, NY *****

352-***-****

ad2050@r.postjobfree.com

Sev L Davis-Rodgers

SKILLS

Night Audit (7 years) • Office Administration • Office Management (10+ years) • Guest Services (10+ years) • OPERA (10+ years) • Team Management • Front desk • Hospitality • Hotel experience • POS • Supervising experience • Upselling • Security • Sales • Leadership • Team management • Guest services • Customer service • Interviewing • Recruiting • Budgeting • Driving • Office management • English • Communication skills • Hotel management • Management • Writing skills

• Microsoft Office • Administrative experience • Organizational skills • Time management • Analysis skills • Guest relations

EXPERIENCE

Ibis Styles Glasgow - Glasgow, UK — Front Office Manager June 2023 - Dec 2023

Managed the front office team as one of the sister Ibis brand hotels in RBH's portfolio

● Forecasted volume according to market projection and activity.

● Managed cost and expenditure during the challenging holiday season.

● Implemented a new work rotation for the nights team to improve work life balance.

● Refined membership enrollment program which saw an increase in enrollments for Ibis brand customer loyalty programs.

● Improved Hotel's Medallia rating, on trip advisor by implementing customer focused strategies which zeroed in on presentation and guest interactions with the hotel team.

-These included speedier online check-ins.

-Faster responses to guest queries upon pre check-in.

-Actioning issues brought up by the guests which they experienced through their stay.

-Liaising with other Departments to cater to specific guest complaint.

-Overhauling the guest recovery program which at the time of me joining the team was not meeting the needs of the guest and failing the company's core commitments.

Courtyard by Marriott Glasgow Airport, Paisley UK — Front Office Manager

May 2021 - May 2023

Responsible for running the Front of House operation at one of Glasgow's High volume and only 4 Star hotel on the Airport business campus.

● Helped carry a team of new and senior members through record breaking business, which saw us ahead of revenue projections, month on month growth with a nimble and effective team.

● Recruiting and training new members. Establishing training programs to integrate new members into the Marriott eco system of customer service.

● Managing Time keeping and work hour budgeting and Invoicing.

● Actioned guest complaints and resolving guest queries with high quality customer service.

● Proper and fair scheduling of shifts on Rotas(Schedule) to meet the needs and demands of an extremely challenging and busy summer period post Covid.

● Leveraged Marriott resources to drive team engagement with enrollment and company upsell strategies resulting in new Marriott memberships, and team commission compensation.

● Served as HR liaison with Cairn Group Head Office HR to resolve HR matters for the Entire Hotel.

Courtyard by Marriott, Edinburgh — Night’s Manager August 2019 - Feb 2021

Faithfully excited the duties of the Night Manager

● Ensured the work days financials were accurately tallied and balanced.

● Ensured audit was conducted on a timely manner

● Prepared hotel for next day's business

● Trained junior staff on basic opera functions. Diversifying their skill set to prepare them for future roles in their own personal development.

● Executed a reworked enrollment program which the FoM implemented for the Front Office's day team for the Nights team, which included the night porters who I trained on basic opera functions as well as the night auditor.

Danfords Hotel and Marina, Port Jefferson NY — Night Auditor May 2018 - May 2019

Served as the primary night auditor and front desk night agent

● Conducted check-ins after hours and compiled the day's financials across all departments, including banquets, marina, front office, restaurant and bar. This included tally restaurant and bar receipts, guest charges, guest checkouts, banquet charges and compiling occupancy reports.

● Ran security walk through along the property

● Actioning guest queries

● Prepared the hotel for the next day's business.

Jakes 58 Hotel and Casino, Islandia NY — Security Supervisor May 2017 - May 2019

Supervised a team of 15 security guards on the early and late shift.

● Maintained access control points and constant communication with guards on duty, conducted security walkthroughs of casino and hotel facilities ensuring safety of our guests.

● Conducted review of security procedures and made sure junior guards were in compliance. Conducted necessary disciplinary actions when guards were not in compliance with company and job policies.

Jakes 58 Hotel and Casino, Islandia NY — Assistant Front Office Manager

November 2016 - April 2017

Stepped up to stand in as an interim FoM for the Front Office team during a challenging 6 months transition of Hotel management and rebranding.

● Training the new members of the team on two systems—the previous system was Marsha as the hotel was still operating as a Marriott. Viking the company’s new proprietary PoS system which launched after the transition and rebranding was complete.

● Conducted audits, reviewed weekly and month expenditures, forecasted hotel operations with the GM and Operations manager.

● Collaborated with the sales department to assist in transitioning to a new booking system, trained new junior hires on both night audit and our new system as we switched to a new system to effectively run and operate the Hotel.

● Managed Front office staff scheduling, guest check-ins

● Helped launch hotel loyalty programs with the new Casino guest services department.

● Helped the consolidate Sales department event bookings after our brand changed, this included: weddings, conference and banquet bookings. Marriott, Islandia NY — Front Desk Supervisor

July 2016 - Nov 2016

Front Desk Supervisor

● Supervised the front office team at the tail end of the transition period, after Delaware North Purchased the hotel to turn it into Jake's 58 Hotel and Casino.

● Trained junior front desk agents. Handled reservations and advanced guest services, including wedding blocks and ensured the flight crew accommodations were met and exceeded.

Hyatt Regency Long Island, Hauppauge NY — Shuttle Driver/Front Desk Agent

Oct 2014 - June 2016

Front Desk Agent - May 2015 - June 2016

● Conducted guest check-ins and check out, monitored daily occupancy levels, guest billing, built reservations through opera reservation system.

● Resolved guest complaints, maintained friendly professional attitude towards guest

● Arranged flight crew pickups and accommodations. Shuttle Driver - Oct 2014 -May 2015

● Set a positive tone as the first personal connection guests would meet and associate with the Hotel

● Presented excellent customer service, with friendly greetings, timely pick ups and safety transporting guests of all kinds, from Flight crew to guests to their various destinations. This often revolved around shuttles to the airport and hotel and local destinations recommended by hotel staff.

● Offered and carried out porter and concierge services to all guests, regardless of whether it was requested.

● Formed lasting positive impression and connections with guest which directly influenced hotels medallia and review ratings US Navy, California USA — Logistics Specialist

Nov 2006 - Nov 2013

*Full disclosure of duties and responsibilities available for discussion through interview process, as the jobs and roles changed over the tenure of my military career

EDUCATION

Long Island University — BFA Digital Game Design

Sept 2015 - May 2019, Brookville NY

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Military Service

United States Navy

Highest Rank Achieved: E5 - Second Class Petty Officer Time Served - 7 Years

Honorable Discharge

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