Front Desk & Operations Lead with Customer Focus

DILLON MONTAGUE

Orlando, FL ***** +1-772-***-**** ******.************@*****.***

Professional Summary

Motivated and adaptable professional with over 4 years of experience in customer service, team support, and operational coordination. Proven ability to lead teams, resolve conflicts, and streamline processes to enhance overall efficiency. Skilled in training, communication, and the use of industry-related systems. Committed to delivering excellent service and contributing to organizational success Willing to relocate to: Orlando, FL

Work Experience

Front Desk Manager

Yedla Management Company Winter Garden, FL

September 2025 to Present

• Manage and lead front desk operations for two hotel properties, ensuring exceptional guest service and operational consistency.

• Supervise, train, and schedule staff; conduct performance reviews and maintain accountability.

• Handle guest concerns and escalations promptly to ensure satisfaction and brand loyalty.

• Oversee financial audits, cash handling, and daily revenue reporting for both properties.

• Collaborate with all departments to maintain efficiency and resolve operational challenges. Dual Property Front Desk Supervisor

Fairfield Inn & Suites & Residence Inn Orlando, FL July 2023 to Present

· Lead and train front desk staff on hotel procedures, systems, and guest service standards.

· Resolve guest concerns promptly to ensure satisfaction and loyalty.

· Collaborate with housekeeping to ensure timely room availability.

· Develop weekly front desk schedules based on forecasted occupancy.

· Audit guest accounts and billing for accuracy and compliance. Front Desk Agent

Fairfield Inn & Suites Orlando, FL

March 2023 to July 2023

· Handled check-ins, check-outs, and room assignments with professionalism.

· Provided hotel and local area information to enhance the guest experience.

· Responded to guest needs and complaints to ensure high satisfaction scores. Retail Sales Associate

The Brass Pipe Fort Pierce, FL

March 2022 to March 2023

· Educated customers on new products and handled merchandising.

· Managed store cleanliness, restocking, and social media marketing efforts. Cart Attendant

Walmart Port Saint Lucie, FL

December 2021 to February 2022

· Collected and organized shopping carts to maintain a safe and orderly parking lot. Crew Member

Dunkin' Donuts Port Saint Lucie, FL

November 2020 to December 2021

· Provided food and beverage service while maintaining cleanliness and quality standards.

· Managed phone orders, prepared beverages, and operated POS systems. Education

High School Diploma

Treasure Coast High School Fort Pierce, FL

June 2022 to June 2022

Skills

Attention to detail Customer Service & Guest Relations PMS (2+ years) Microsoft Excel Merchandising display arrangement Microsoft Office Suite (Word, Outlook, PowerPoint) Math Financial transaction processing FOSSE Team Leadership & Training Social Media Marketing Upselling & Sales Strategies Customer inquiry handling Clerical experience Cash Handling & POS Systems Maintaining an organized workspace Data entry - Data entry experience (1-2 years)

MARSHA Search engines Scheduling & Conflict Resolution Calendar management Microsoft Outlook Heavy lifting Time Management & Organization Communication & Public Speaking Guest relations Certifications and Licenses

Driver's License

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