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Hotel Manager Front Desk

Location:
Arlington, VA
Posted:
August 16, 2021

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Resume:

Jeffery O. Robinson

Experienced Hotel Manager & Business Owner

adn7z2@r.postjobfree.com • 202-***-****

Hyattsville, MD

Skilled hotel management and business leader with over 14 years of progressive experience facilitating the success of projects and organizations through efficient business leadership and operational supervision. Adept at translating technically complex concepts into clear operational practices, as well as delivering strong hotel management. Long track record of performing as a Hotel Manager for a high-end hotel, as well as for delivering excellent service.

Proficiencies

Relevant Expertise:

Hotel Management Business Ownership and Management Customer Service Management Employee Training and Supervision Microsoft Office (Word, PPT, Excel) Complaint Resolution Business Governance Communication Deadline Management Working Independently Leadership Problem-Solving Detail Oriented Time Management Relationship Building Strategic Planning Budgeting Team Management Creative Thinking Reservations management Talented leader Guest Experiences & Accommodation Quality Assurance Staff Policy & Procedure Adherence Vendor Interaction

Key Career Accomplishments

Lowered front desk calls by 30% through the establishment of a program that showcased hotel guests with resort amenities at check-in.

Put in-place organizational systems and records management methodology to increase confidentiality, integrity, and availability of important business data.

Mentored and trained newly hired employees about customer service best practices which helped significantly improved guest and visitor satisfaction.

Career Experience

Assistant Hotel Manager, Georgetown Suites Courtyard, Georgetown, DC 04/2007 to 11/2020

Efficiently managed the daily operation and guest satisfaction at this $33M property with 225 rooms and more than 150 staff members. Oversaw the escalation and resolving of guest issues to ensure excellent customer satisfaction. Coordinated the booking of large groups for events such as weddings and conferences, as well as delivered bills to guest rooms and answered their questions. Effectively mitigated loss through expense reduction and better staff training.

Re-analyzed the hotel’s approach to long-term stay guests, which resulted in a 67% increase in revenue.

Through a new approach to prospecting and advertising, gained a 20% increase in new business.

Oversaw the activities of a team of 12 front desk agents, as well as resolved more serious issues.

Saw a significant increase in hotel revenue after just 3 quarterly earning periods.

oMost impactful changes came in the customer service department, wherein we turned around our satisfaction rating and aimed to have guests stay longer and visit us more frequently.

Carried-out the management of multiple properties at the same time, which included hotel staff.

Manager & Owner, A Quest for Fresh, Mount Ranier, MD 04/2001 to 05/2007

Ensured top-tier business operations within a very fast-paced environment. Monitored all daily accounting, finance, human resources, marketing, and public relations activities. Educated and trained all newly hired employees about the best approach to customer service and store policies. Following the analysis of performance information, reassessed approach to prospecting and elements of internal business operations. Directed the use of social media for marketing.

Augmented sales by 33% in just 2 quarters of earnings.

Education & Certifications

Studied Bachelor of Arts in United States Government & Politics, Sacramento University, Sacramento, CA

Studied Associate of Arts in Hospitality Administration & Management, Sacramento City College, Sacramento, CA

Certifications: Destination Management Certified Professional (08/2019 to Present) Certification in Meeting Management (06/2017 to Present)



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