Front Desk Operations Manager
Resume:
James Liana
Youngstown, OH
*********@*****.***
Professional with experience in Sales Management, I also have Management experience in the hospitality field from AGM, GM, Front office Manager, and Director of Operations. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
sales Manager
Hampton inn Youngstown West-Youngstown, OH
December 2023 to May 2024
Sales Manager for the Hotel as well as doing the Night Audit process which includes checking people in and out, preparing the first round of breakfast
Operations Manager
Hyatt Place Legacy Village - Cleveland-Lyndhurst, OH August 2023 to December 2023
Focus on scores, balance of rooms, training front desk, escalation of calls and in person, and the normal operations manager duties
Assistant General Manager / Director of Operations Holiday Inn-Boardman, OH
August 2022 to June 2023
In charge of housekeeping, maintenance, front desk, as well as Restaurant front of house manager. Review labor hours, hiring and firing, and currently focusing on getting our scores where they need to be through training and mentoring. I also have the FOH manager at TJ’s which is the hotel restaurant Front Office Night Manager
Mountain Lake Lodge-Pembroke, VA
March 2022 to August 2022
Manage and mentor front desk, Manager on duty during the 3-11 shift. Front Desk Associate
Holiday Inn Express and Suites-Christiansburg, VA
December 2021 to April 2022
Front Desk Agent
Fairfield Inn & Suites-Princeton, WV
October 2021 to December 2021
Checking guests in and out, breakfast prep, night audit, and working on customer requests and complaints
General Manager
Quality Inn-Princeton, WV
March 2021 to October 2021
Day to day operation of the hotel
Night Auditor/AGM
Fairfield Inn & Suites-Princeton, WV
July 2019 to March 2021
Check in and out reservations, selling available rooms, monitor and respond to customer requests and complaints through the Marriott Application quickly to make sure the customer is taken care of and satisfied, as well as running the Nightly Audit Reports. Sales Lead/Furniture Manager
Big Lots-Princeton, WV
December 2019 to July 2020
Manage 3 associates, monitor sales to make sure we are meeting goals for the week, monitor lease sales, monitor rewards card sign ups and credit card sign ups, and look at where I could help mentor the associates to make sure goals were met.
Sales Consultant - Full Time
COLE CHEVROLET-Bluefield, WV
June 2018 to July 2019
Sales of new and used vehicles
Customer Experience Representative
IBEX Global AT&T-Beckley, WV
July 2017 to February 2018
Walked customer through their bills for better understanding by explaining exactly what they are seeing in their bill, save cancel requests, and up sell programming and products to meet their requirements IT Systems Analyst Lead
Progressive Insurance
January 1995 to December 2016
Responsibility For the 22 Years in IT include owning the run the business portion of our Disaster Recovery program. This included creation and training new application resources on their responsibilities, creating and implementing new processes, creating the Declaration and mobilization process in case of a data center disaster, and working with business to identify their critical processes to make sure we recovered them
Field Service Technician
LDI-Cleveland, OH
1993 to December 1994
Field service of computers and peripherals
Field Service Technician
Conceptual Systems-Cleveland, OH
1992 to 1993
Configuration, installation of medical billing packages. This included building Novell networks Field Service Technician
Sarcom inacomp-Cleveland, OH
1990 to 1992
Installing networks, building computers, and working on computers and peripherals brought in to the company by individuals
Inside Sales Representative
DRG-Youngstown, OH
August 1982 to March 1984
The business did pool installs during the summer and Christmas trees and decorations during the winter. I did everything from helping install the pools, working as sales in one of the buildings, to stocking and putting the trees in the customers vehicle
Education
Bachelor's degree Electronics Engineering Technology in Electronic Engineering
Devry Institute of Technology - Columbus, OH
1985 to 1988
Skills
• Excel (10+ years)
• Analyst (10+ years)
• Capacity Planning (10+ years)
• Customer Service (10+ years)
• Multi Tasking (10+ years)
• Business Continuity (4 years)
• Disaster Recovery (10+ years)
• Call Center (5 years)
• Sales (2 years)
• Powerpoint
• Microsoft Office
• Training
• Business Development
• Word
• Outlook
• CRM
• Guest Service
• Front Desk
• Front Office
• Computer Literacy (10+ years)
• Time Management (10+ years)
• Retail Management
• Analysis Skills (6 years)
• Hotel Experience
• Leadership
• VMWare
• Field Service
• SQL
• Systems Analysis
• Hotel management (4 years)
• Food safety
• Sales
• Customer service
• Computer skills
• Communication skills
• Time management
• Management
• Windows
• Hospitality
• Guest services
• Leadership
• Guest relations
• Microsoft Office
• Mentoring
• Hotel experience
• Supervising experience
• Conflict management
• Profit & loss
• Analysis skills
• Operations management
• Training & development
• Sales management
• Retail sales
• Dealership experience
• Business continuity planning
• Restaurant experience
• Team management
• Systems analysis
• Cash handling
• Front desk
• Office management
• Culinary experience
Certifications and Licenses
Driver's License
CPR Certification
Assessments
Work motivation — Proficient
October 2021
Level of motivation and discipline applied toward work Full results: Proficient
General manager (hospitality) — Proficient
July 2021
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
General manager (hospitality) — Proficient
October 2020
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Office manager — Proficient
September 2020
Scheduling and budgeting
Full results: Proficient
Customer service — Proficient
September 2020
Identifying and resolving common customer issues
Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient September 2020
Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
My main focus is Disaster Recovey for Progressive Insurance where I own the RTB portion of the DR Program. I work closely with our BC group with the BIA's to make sure we can recover what the Business needs
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