Front Desk Team Member

TORIANO DANIEL

******@*******.*** 404-***-**** Atlanta, GA

Summary

Highly motivated, results-driven, and tenacious team member and manager with more than 12+ years of management experience. Offer exceptional qualifications in creating effective marketing strategies and plans to increase sales, capitalize on growth opportunities, and maintain profitable operations. Recognized as an empowering manager, adept at training and developing employees to foster team unity toward fulfillment of corporate target goals. Excel at establishing win-win relationships and addressing diverse customer needs by providing innovative solutions and ensuring utmost satisfaction. Display proven effectiveness to multitask in a fast-paced environment with dedication to superior service.

Skills

PMS Operating System

Hilton Operating System(Pep, OnQue)

M3 Night Audit System Management

Quore operating System

GXP Proficient

Staff supervision

Fosse Operating Systems

Night Audit Training

HR knowledge

CPR/First Aid Trained

Compliance/Database Management

Microsoft Office Suite

Experience

Front Office Manager

April 2022-Current

Renaissance Hotel Asheville, NC

Facilitated training process and onboarding for Front Desk Agents and Staff.

Coordinated staff schedule ensuring coverage during peak and capacity days.

Balanced room inventory daily and ensured all elite level guests were upgraded if available.

Daily meetings with event management and banquet staff to ensure any incoming contracts were fulfilled and large groups had all accommodations met.

Trained all staff on mobile checkin process and GXP chatting feature as part of Marriott BSA standards.

Night Audit Manager

Jan 2022-Current

Fairfield Inn & Suites, Marriott Intl. Atlanta, GA

Performed all end of day shift duties using Fosse Operating System.

Executed End of Day closing reports and communicated any billing discrepancies with management and peers for follow up.

Conducted “back up” procedures and completed all Night Audit paperwork to be reviewed by management the following business day.

Completed daily Night Audit shift checklist and balancing of financial reports.

Updated daily spreadsheet showing balanced financial records ensuring hotel met audit standards during all operating shifts,

PM Shift Manager/Front Desk Agent

2021- Current

Hampton Inn & Suites, Hilton Property Atlanta, GA

Appropriately handled all guest relations issues during PM Shift operating hours.

Ensured all financial duties were fulfilled and guest charges were correctly charged to their respective folio.

Communicated with AM & Overnight/Audit staff concerning outstanding issues to ensure all guest requests and complaints were appropriately managed.

Using Pep Operating System, conducted checkin/checkout process for all payment types (expedia, hotwire, hotels.com etc) to show that best practices were followed.

Assigned guest rooms based on need and availability to ensure both hotel and guest requests were honored.

Updated hotel room rate and availability to ensure hotel did not over commit and balanced rooms to comply with guests needs.

Guest Experience Expert

2020- 2022

Atlanta Marriott Marquis, Marriott Intl. Atlanta, GA

Using PMS operating system, conducted and processed guest check-ins/checkouts including initial high energy greeting, processing all forms of payment and ensuring VIP guests are handled appropriately.

Ensured that all guest requests are honored and if necessary assigned to appropriate team member if further assistance is required.

Maintained and balanced company issues $750 bank, ensuring cash drops and duebacks were handled in a timely fashion and in line with company standards.

Identified and explained room features and hotel accommodations to guests ensuring to highlight specific details to heighten guest experience and excitement.

Operations Supervisor

2018 – 2021

United Parcel Services, UPS Atlanta, GA

Managed supply chain and monitored all logistics functions for company.

Develop initiatives for process improvement and reviewed and assessed ongoing operations.

Built upon established practice standards to improve operational performance and reduce labor costs.

Program Manager

2014 - 2017

ResCare Homecare Atlanta, GA

Managed multiple 24/7 residential properties caring for adults with developmental disabilities with a staff of 75+ employees operating under standards for mental health waiver programs.

Travel responsibilities throughout the state conducting site inspections of operations ensuring quality care and standards were met as mandated by state and federal regulations.

Facilitated training as a Developmental Disabilities Professional; represented these individuals during annual Individual Service Plan meetings and in other capacities.

Mitigated learning hurdles and instructed personnel in problem-solving, social skills and decision-making through implementation of new/existing programs, learning aids, and methods.

Employment Continued

SERVER/BARTENDER THE CHEESECAKE FACTORY 2004-2010

Education

Bachelor of Arts: Psychology Minor: Sociology

Georgia State University Atlanta, GA

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