Francky Chatelier

Bilingual-English, French, Creole

**** ****** **** *** ***, Orlando, FL 32811

321-***-**** ad38zv@r.postjobfree.com

Highly motivated and accomplished professional with over ten years of experience in leadership positions. Attentive to detail, able to take initiative, and can work well as a Team Player or Leader. Prioritize multiple tasks and manage heavy loads; Resourceful team player with a can-do attitude with experience as a manager and supervisor. Creative writing, Activity planning, Public Speaking, Skilled using MLA and APA Style.

QUALIFICATIONS

Customer Service

Microsoft applications

Database systems

Organizational Skills

Research

Emergency Management Skills

Experience inspecting and assessing the damaged infrastructure and accurately quantifying documenting damage.

The ability to be customer-centric during on-site inspections and validations includes active listening.

Knowledge of telecommunications equipment and procedures.

Multi-tasking and problem-solving skills.

Knowledge using electronics tablets and software applications.

Ability to work on my feet in canvassing areas.

Computer skills and the ability to learn new programs quickly.

EXPERIENCE

Royal Highlands POA

Assistant Property Manager 40+ (hpw) November 2022 - Current

Achieving business goals and revenue targets. Overseeing daily operations, managing budgets, and setting performance objectives. Recruiting, training, and supporting general managers and conducting regular performance appraisals.

Developing and implementing business, marketing, and advertising plans.

Assist CM in all administrative duties, including, but not limited to; scanning, copying, and emailing of documents as a backup to the Administrative Staff.

Planning, evaluating, and optimizing operations to be efficient and cost-effective.

Take clients calls, manage work order process, interact with vendors, and resolve client matters.

Ensuring company standards and procedures are followed.

Maintain and upload documents to ADRC/Connect as requested by CM or Supervisor per company policy.

Dealing with escalated customer issues, incident reports, and legal actions.

Residence Inn By Marriott, Orlando, FL

Housekeeping Manager 40+ (hpw) January 2018 - February 2022

Responsible for managing and training concierge, night auditor, and a team of receptionists. Accountable for inspecting and assessing damage to infrastructure and accurately documenting and describing damages to the property or room. Display customer-centric care by actively listening to issues of accommodations or billing. Ensuring the front desk provides a professional and friendly service for customers to ensure all of their needs are met during their stay and departure.

Dealing with customers, including handling complaints when they come to the desk. Address and respond to guest comments on travel sites. Make sure all receipts and final payments are properly charged accordingly.

Communication with the front desk staff regarding tasks that need to be completed. Partner with GM to create a positive work environment and support front-line staff in all departments.

Handle check-in transactions for guests. Following up with guests with lost and found items left behind

Restocking the market and ensuring the front desk area remains clean.

Monitor and evaluate all departments’ daily activities to ensure the success of the hotel amenities, facilities, and services.

Approve and process invoices, complete bank deposits, audit cash banks, and perform other accounting-related tasks.

Maintain the integrity of the Hotel's performance by compiling statistics such as occupancy and labor reports.

Conduct daily walk-through to drive exceptional service and guest satisfaction at all contact points, including pre-arrival, check-in/check-out, food & beverage, transportation, housekeeping, laundry, banquets, conference services, and maintenance. Establish and review departmental standards, guidelines, and objectives.

Drive effective communication throughout all departments to ensure consistency, cohesiveness, and understanding of objectives and priorities.

Greenpoint Hotel Kissimmee, Kissimmee FL

Front Desk Supervisor 40+ (hpw) September 2016 – January 2018

Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently efficiently resolves guest problems and complaints while demonstrating a sense of urgency. Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns quickly.

Uses suggestive selling techniques to sell room nights and increase occupancy and revenue.

Supervises daily shift processes ensuring all team members adhere to standard operating

procedures and are friendly and attentive to guest needs and service.

Trains and directs the workflow and processes of the front desk. Resolves issues/problems

and coaches and counsels the front desk team members to ensure a quality operation.

Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a

high level of customer satisfaction and quality service.

Allocates rooms to expected arrivals after checking the guest’s preferences and special

requests. Ensures phone calls, wake-up calls, and messages for guests are handled in a prompt, efficient

, and professional manner. Ensures payment is made in full for the group or that billing is correct.

Performs other duties as assigned, requested, or deemed necessary by management.

Ensures safety by following guest check-in and security procedures and reporting suspicious

activity to security, manager, or MOD.

Hyatt Hotel, South Florida

Front Desk Supervisor 40 + (hpw) January 2013 - November 2016

Created schedules for all front desk staff by recognizing the Hotel's needs for customer service. Attend management meetings. Identified front office and housekeeping inventory levels for the facility. Maintained accurate personnel files for the entire front desk staff.

Closely collaborated with all departments to ensure smooth hotel operations.

Acted as liaison for numerous departments contributing to the success of the property.

Assisted guests with challenges due to staying on/visiting the property and offered compensation accordingly.

Ensured the highest level of service as presented to our guests.

Song of the Sea, South Florida

Guest Service Manager 40 (hpw) December 2007 - January 2013

Trains new Guest services department personnel. Answers questions of inquiry regarding rates and availability. Maintains detailed knowledge of the Hotel's services and hours of operations. Display a pro-active and leading role in service, culture, development, team image, systems, procedures, and skill development. Make reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.

Checked guests in and out, including preparing guest bills and authorizing payments. Handle cash handling procedures. Files and posts all changes to guest master and city ledger account.

Dealt efficiently with day-to-day billing and guest service queries. Established guest relations procedures

Ensured lobby duty was handled plays a crucial role in the success of the movement of our guests around the Hotel.

Be flexible at all times to cover the unexpected needs of the Hotel and outlets.

Understand safety and emergency procedures and how to act upon them. Understands accident prevention policies. Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests within hotel policy.

FEMA CERTIFICATES

All courses completed on September 5th, 2019

Active Shooter

Surveillance Awareness

National Response Framework

National Incident Management Systems

Incident Command System for Initial Response

Incident Command System ICS-100

EDUCATION

Rasmussen College Associate of Science in Business Management January 2012

LifeWorks by Jobs Partnership Certification May 2021

DeVry University Bachelor of Arts 2020

Contact this candidate