Hospitality Operations Leader with Front Desk Expertise

Cesca Stewart

Philadelphia, PA ***** 215-***-**** ************@*****.***

Profile

Dynamic and results-driven hospitality professional with extensive experience in hotel operations, team leadership, and guest services. Proven ability to manage front office and reservation teams, implement efficient procedures, and enhance guest satisfaction. Adept at fostering a collaborative work environment, optimizing operational workflows, and driving excellence in service delivery. Committed to creating memorable guest experiences and contributing to the success of hotel management teams. Experience

Director of Operations Live! Casino & Hotel Philadelphia, PA December 2024 to Present

· Served as a liaison between upper management and the team, effectively communicating goals, objectives, and expectations

· Cultivated a positive work culture that encouraged teamwork, creativity, innovation among employees

· Developed and implemented comprehensive training programs for new hires, ensuring consistent onboarding and knowledge transfer

· Collaborated with other departments to coordinate special requests and ensure seamless guest experiences

· Managed and oversaw all aspects of the reservation process, ensuring efficient and accurate bookings

· Trained and supervised a team of reservation agents, providing guidance on best practices for handling customer inquiries

Assistant Front Office Manager Hilton Philadelphia at Penn's Landing Philadelphia, PA August 2022 to November 2024

· Assisted in the management of front office operations, ensuring smooth and efficient daily functioning

· Supervised a team of 10 front desk agents, providing guidance and support to optimize guest satisfaction

· Implemented new check-in and check-out procedures, reducing wait times by 70%

· Trained new staff members on hotel policies, procedures, and customer service standards

· Conducted performance evaluations for front desk agents, identifying areas for improvement and providing constructive feedback

Front Desk Supervisor Aimbridge Hospitality Philadelphia, PA November 2020 to July 2023

· Conducted audits of front desk transactions, cash handling, and daily reports.

· Collaborated with housekeeping and maintenance teams to ensure timely room readiness.

· Oversaw compliance with hotel policies, safety protocols, and customer service standards.

· Assisted with hiring, onboarding, and performance evaluations of front desk associates.

· Maintained accurate records of occupancy, guest preferences, and service requests.

· Implemented strategies to improve guest satisfaction scores and overall team performance. Page 2

Skills & Abilities

· Leadership & Team Management – Experienced in

supervising, training, and motivating front desk staff to deliver excellent service.

· Customer Service Excellence – Strong ability to

resolve guest concerns, manage escalations, and

ensure high satisfaction.

· Communication Skills – Clear and professional verbal and written communication with guests, staff, and

management.

· Problem-Solving – Skilled in handling unexpected issues calmly and efficiently.

· Organizational Skills – Adept at managing scheduling, room assignments, and multitasking in fast-paced

environments.

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