Front Desk Office Manager

Randall M. Fox-Pass

+1-312-***-**** ********@******.*** 1933 Yukon Dr, Bolingbrook IL, 60490

Relevant Experiences

Uber (Sept. 2023 to present)

• Driver responsible for picking up and taking passengers to their destination. Blue Cross Blue Shield/Michigan (Temporary due to strike — July 2023 to September 2023)

• Customer Service Representative (CSR) responsible for managing insurance company inquiries, resolving service problems, documenting customer requests, and finalizing policy adjustments. Watts Guerra Law Firm (June 2022 to June 2023)

• Client Relations Associate responsible for intake of fragile clients on daily basis in a high call volume environment — requiring thorough notes on each case dealing with mass tort litigations. Proficient with File Maker Pro and Microsoft Office Suite.

Lyft (2019 to June 2022)

• Driver responsible for picking up and taking passengers to their destination. Oxford Hotels & Resorts, LLC (2014 - 2019)

Joined Essex Inn November 2014 and received several promotions over 5 years. Helped with the takeover, operations, and closure, for remodeling, at Essex Inn. Transferred within Oxford Hotels for pre-opening, opening, and continuing operations team for Hotel Julian, a 4-diamond hotel. Hotel Julian

● Front Office Manager (Dec 2018 - May 2, 2019)

Achieved 4-diamond status just 5 months after opening with excellent guest satisfaction scores. Participated in daily manager stand-up meetings. Completed morning and evening reservations routing and communicated special requests to all team members.

● Assistant Front Office Manager (Oct 2018 - December 2018) Hotel opened at peak market occupancy and achieved 90% occupancy its first month. Assumed duties as AFOM working all shifts including night audit, days, nights, weekends. Assisted Operations Manager in completing post opening punch list and various task assignments. Continued recruiting and training in highly competitive labor market. In conjunction with Director of Finance, completed routine cash bank audits. Respond to all guest emails, complaint resolution. Completed weekly departmental scheduling.

● Pre-opening Team Supervisor (July 2018 - September 2018) 30-day cross exposure and training at London House Chicago and Godfrey Hotels. Recruited, trained new hires for October opening of Hotel Julian. Set up Whistle, assisted with pre-open construction punch list audits, recruited / interviewed opening Front Desk team in coordination with Front Desk Manager and Operations Manager. Trained team on Opera to hotel standards. Essex Inn

● Reservations Manager (June 2016 - July 2018)

Daily tasks included compiling the Daily Pickup Report for the Revenue Management team. Routing of all TPI reservations, in house reservations, AP Non-refundable with payment authorization, audit all folios for departures to insure full payment of rate, taxes, incidentals, and fees. Respond to all incoming reservations requests via email for individuals, groups, TPI, and travel agents.

● Front Desk Supervisor (January 2016 - June 2016) Team lead of core group of 11 associates at Front Desk, duties included scheduling, payroll, with task delegation to unionized Bell/Door team, at extremely busy Michigan Avenue 3.5-star hotel. Excellent customer satisfaction skills as the recognized leader for complaint resolution.

● Front Desk Agent (Nov 2014 - January 2016)

Joined as entry level front desk agent and worked all shifts / positions including AM, PM, Night Audit, PBX, learning basic skills including arrivals, departures, room assignment, key encoding, end of day procedures, Mitel PBX, Opera PMS, guest complaint and resolution. Additional Experiences

● Concierge at McCormick Place (Jan 2014 – Nov 2014) Assignment-work for major conventions as concierge for groups & delegates.

● CESWW - Concierge at Harris Bank (March 2008 – Jan 2014) Arrival Desk Greeter responsible for access control and general reception duties. Education

2004 Graduate of Neuqua Valley High School, Naperville, IL

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