General Manager Front Office

MICHAEL MILANO

**** ******* ****** *** · 346-***-****

*******.*.******@*****.***

OBJECTIVE

To obtain a hotel management position where I can demonstrate my knowledge and skillset acquired through my 17 years of experience in the hospitality industry focused on growing into a successful General Manager.

EXPERIENCE

JUNE 2023-PRESENT

ASSISTANT GENERAL MANAGER, HOLIDAY INN HOUSTON DOWNTOWN

Assisted General Manager in daily operations of 212 room hotel

Manage a staff of 30+ employees

Implement training and onboarding with new hires

Interview and hire new employees

Staff scheduling

Bi-Weekly Payroll

Responding to guest satisfaction

Conduct monthly all staff meetings

Supply ordering

F&B

Proficient in PMS OPERA & PMS Marriott

Handled all billing and A/R account for the property

Managed all chargebacks

Cash deposits and banking

TABC & Food handling certified

Work hand and hand with Engineering Department & Housekeeping

Implemented weekly and daily incentives for staff

Created Guest of the Day program for the hotel

Property walks

Created AYS position for Front Office Department

APRIL 2022 – JUNE 2023

FRONT OFFICE MANAGER, Houston Marriott Westchase

Rooms controller of 604 rooms

Assisted in staff training and onboarding

MOD of hotel

Created incentives for staff for GSS performance

Handled customer care cases

Assisted major airline contract in daily arrivals and departures

Managed staff of 15+

June 2018- April 2022

Assistant Front Office Manager, Houston Marriott Westchase

Supervised front office employees

Assisted front office manager in daily check ins

MOD two nights per week

Check ins

Cash Handling

April 2016- June 2018

FRONT DESK Supervisor, Houston Marriott Westchase

Guest Services

Reservation booking and confirmations

Accounts receivable

Room status update

April 2007- April 2014

FRONT DESK AGENT, SPRINGHILL SUITES BY MARRIOTT KATY MILLS

Night Audit

Fosse back up

Guest services

Set up meeting room

EDUCATION

JANUARY 2012- MAY 2016

COMMUNICATION MAJOR, university of houston

SKILLS

PMS

MARSHA

Coaching and counseling with staff

Communication

FOSSE

GSP

Workday

Excellent problem solving skills

Customer service and de escalating situations

REFERENCES

AVAILABLE UPON REQUEST

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