Manager, Supervisor, Guest services
Resume:
Bryan K Carlos
*********@*****.***
Tucson, AZ 85705
Authorized to work in the US for any employer.
Summary
Experienced manager skilled in supervisory and management, leadership, teamwork, excellent verbal and written communication skills, proven to execute tasks effectively. Very efficient in time management, interacting professionally with team members and ability to work in all environments and work well with a wide variety of individuals. Work experience
Operations Manager
Staybridge Suites - Tucson, AZ
October 2024 to Present
● Lead and motivate a team of departmental managers, ensuring effective communication and coordination across all departments.
● Monitor staff performance, provide coaching and feedback, and address performance issues.
● Implement and enforce IHG brand standards and policies to maintain consistent guest experience.
● Oversee daily operations of the hotel, including front desk, housekeeping, food & beverage, maintenance, and security.
● Analyze operational data to identify areas for improvement and implement strategies to optimize efficiency and cost control.
● Ensure compliance with all safety and regulatory standards.
● Guest Satisfaction:
● Actively manage guest feedback and complaints, taking prompt action to resolve issues and ensure guest satisfaction.
● Monitor guest satisfaction scores and implement initiatives to enhance the guest experience.
● Foster a culture of exceptional customer service throughout the hotel.
● Monitor and manage departmental budgets, identifying opportunities to maximize revenue and control costs.
● Analyze financial reports to identify trends and make informed decisions to optimize profitability.
● Strategic Planning:
● Collaborate with the General Manager to develop and execute strategic plans for the hotel.
● Identify market trends and opportunities to enhance the hotel's competitive position. Front Desk Associate/Night Auditor
Casino Del Sol Resort - Tucson, AZ
June 2023 to July 2024
● Welcomes, greets and registers arriving guests, assign rooms, and obtain deposits where required.
● Issues electronic guest room keys by following strict identification and issuance guidelines to ensure guest safety.
● Answers questions and provides information about hotel services and amenities, area attractions and pertinent information via telephone or in person.
● Compiles and checks daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems; ensures hard copies of essential paperwork, such as signed registration paperwork and backup, is kept organized and placed in a secure location until reviewed at the end of the shift.
● Answers calls on multiline telephone and takes action such as making or modifying reservations, taking messages, or transferring calls.
● Resolves guest and team member complaints in a timely and poised manner by responding electronically, telephone, or in person; refers complaints that are difficult to resolve to a supervisor.
● Perform end-of-day accounting tasks and overnight front desk duties; assist with late-night guests, process check-ins and check-outs, and address other customer requests; audit, reconcile, and balance daily financial activities Front Desk Agent
Courtyard by Marriott - Tucson, AZ
September 2022 to March 2023
● Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards.
● Answer guests inquiries about hotel service, facilities, restaurants, transportation, entertainment and hours of operation.
● Handle check-ins and check-outs in a friendly, efficient and courteous manner.
● Fully comprehend and be able to operate all relevant aspects of the Front Desk CMS system.
● Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms.
● Perform other duties as assigned which may include but is not limited to the following: assisting other departments and areas of the hotel, maintaining an overall clean and organized work areas, and ensure all areas throughout the hotel and hotel grounds are safe and secure.
Executive Housekeeper
Holiday Inn Express and Suites Tucson Mall - Tucson, AZ October 2021 to March 2022
● Supervises all Housekeeping employees; hires new employees as needed, discharges employees when necessary, and writes warning notices when policies have been violated; evaluates employees for promotions/transfers as openings arise.
● Plans the work of the Housekeeping Department and distributes assignments accordingly; assigns regular and special duties to Housekeepers and Laundry Room Attendants; schedules employees and assigns days off according to occupancy forecasts; maintains a time log record book of all employees within the department.
● Informs new employees about regulations; trains and assigns them to work with experienced employees; checks the work of these employees occasionally and reviews the reports made by Inspector.
● Inspects the Housekeeping staff periodically to checks the quantity and quality of their work.
● Approves all supply requisitions such as spreads and bathroom rugs; maintains the lost and found department and is responsible for all lost and found items; determines the rightful owner when possible and makes arrangements for the return of lost items.
● Develops effective strategies to communicate with other departments.
● Develops departmental budget and, after approval, monitors and takes corrective action as necessary to assure that financial goals are attained.
● Makes recommendations regarding necessary capital expenditures and special maintenance/repair improvements.
● Develops and implements linen, supply and other inventory management programs to control expenses.
● Plans “deep cleaning” activities and schedules for club’s public and guestroom areas.
● Participates in on-going evaluation programs to ensure that all club areas meet cleanliness, safety and other standards.
● Plans professional development and training activities for subordinates.
● Carry out special requests from guests, VIPs, repeat visitors and club members.
● Serves as Manager on Duty in the absence of the General Manager. Account Associate
VXI Global Solutions, LLC - Tucson, AZ
November 2019 to April 2020
● Provides support to customers for billing, repair and sales calls.
● Troubleshoots and resolves technical problems and other general account inquiries via phone.
● Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements.
● Corrects discrepancies on customers’ billing statements, and research customer billing situations as necessary.
● When appropriate, follows established escalation procedures to expedite prompt resolution.
● Achieves established goals and performance metrics. Front Desk Agent
Four Points by Sheraton Tucson Airport - Tucson, AZ April 2018 to January 2019
● Check In and Check Out guests at arrival and departure times.
● Counted, verified cash bank and deposited cash sales revenue into safe.
● Maintained a clean working environment for all during assigned shift.
● Coordinated room status updates with Housekeeping Department by communicating via radio of all check outs, late check outs, early check ins, special requests and day use rooms.
● Worked closely with Housekeeping Departments in maintaining room status reports up to date.
● Maintained communication with Engineering Department in ensuring all appliances, amenities and room maintenance are up to date.
● Maintained a sales-minded mentality by presenting options and alternatives to guests and offering assistance when making their choice.
Practiced excellent guest service at all times with internal and external guests. Front Desk Agent/Night Auditor
Best Western Plus Tucson Airport - Tucson, AZ
February 2017 to March 2017
● Assignment and check in guests into rooms.
● Served as the Manager on Duty during the Night Audit shift.
● Processed and completed Night Audit Reports on each nightly shift.
● Resolved guest issues as they arose and ensured guest satisfaction during their stay.
● Served as Key Controller for all departments.
● Maintained effective line of communication with fellow team members, supervisors and managers.
Resort Service Associate
Casino del Sol Hotel & Resort - Tucson, AZ
February 2014 to December 2014
● Maintain effective line of communication via telephone and radio from Hotel guests, Front Desk, PBX and Player Services to Housekeeping staff for guest needs.
● Inform Guest Room Inspectors of rooms in need of servicing, guest rooms in queue status, late check-outs, early departures, VIP arrivals and rooms in Pick-Up status.
● Relay work orders to Information Technology and Facilities departments regarding guest room issues.
● Provide list to Hotel Front Desk of items consumed by guests to be charged, Privacy Sign and No Service requests.
● Knowledge of events, concerts, Marketing promotions and of other operations within the Resort.
Assistant Players Club Manager
Desert Diamond Casinos & Entertainment - Tucson, AZ June 2001 to November 2009
● Forecasted sales numbers for the retail shops, players club, player development, transportation, box office, valet services; created employee incentives.
● Pulled reports from casino player database.
● Supervised 50+ employees.
● Briefed employees on, and assigned duties, for day-to-day operations of the Players Club department, transportation department, valet, retail shops, box office and Player Development program.
● Executed marketing promotions, player rewards, budgets and guest comps.
● Aggregated information in database to identify consistent playing customers for VIP events.
● Researched and analyzed player information from casino database to resolve issues.
● Tracked and analyzed employee performance; issued merit increases and rewards.
● Implemented employee reviews, corrections and terminations.
● Followed and maintained compliance on regulations regarding the State Gaming Compact and other regulatory areas.
● Provided outstanding guest service.
● Maintained all operations within the Players Club Department
● Managed a group of employees from Valet, Box Office, Player Development, Retail Shops, Transportation and Player Rewards program.
Casino Shift Manager
Desert Diamond Casinos & Entertainment - Tucson, AZ January 2001 to June 2001
● Researched guest concerns and provided excellent public relations in reference to concerns.
● Provided complimentary rewards to casino guests for play.
● Maintained excellent communication and contact with all departments within the organization on each shift.
● Ensured and maintained compliance with regulations according to the State Gaming Compact.
● Conducted employee interviews, performance reviews, disciplinary measures and terminations.
● Briefed employees on assigned shift on pertinent operations information, policy implementations and procedures.
● Supervised 25+ floor staff on assigned shift.
● Provided outstanding guest service
Education
Bachelor's degree in Business Administration
University of Phoenix-Online Campus - Tucson, AZ
March 2013 to August 2015
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