Customer Service Front Desk

FRANK CRAVEN

704-***-**** **** EVANTON LOCH

***********@*****.*** Charlotte, NC 28278

FRONT DESK ASSOCIATE/AUDITOR

Twelve years of hospitality industry experience demonstrating a consistent track record of outstanding customer service as Front Desk/Night Auditor in two of New England’s largest hotel chains, Marriott and Holiday Inn(s). Equally strong qualifications in areas of hospitality and hotel operations: management, auditor, ARAP , training, restaurant, security and other functions. Effective communicator, leader and problem solver who builds teamwork and possesses the drive to surpass goals.

RELEVANT EXPERIENCE AND ACCOMPLISHMENTS

District/Operations Management Fast-track advancement through progressively responsible positions in hotel operations, Housekeeping, Security, Front Desk/Auditor and ultimately Front Office Manager. Key member of customer service planning committees to develop innovative training programs designed for increasing guest retention, emergency response, attracting new corporate clients, anticipating guest needs, cross training, and overall guest satisfaction.

§ Substantial sales increases due to consistent guest loyalty and satisfaction. 7 EOM awards in a row.

§ Exceeded all annual corporate performance objectives and ranked as #2 throughout the region.

§ Cultivated numerous corporate business accounts such as G.E., Raytheon, Motorola, Verizon.

Front Desk/Auditor Greeted and attended to all guest needs, directed workflow of Guest Service Attendants for amenities, shuttle service, housekeeping, food and beverage, information, reservations. Emergency Response and Security checks managed 24/7.

§ Compile and checked daily record sheets, guest accounts, receipts using PMS and manual systems.

§ Registered arriving guests, checked out departing guests efficiently, accurately.

§ Maintained positive environment under all conditions for optimum guest satisfaction.

§ Housekeeping, Driver, Reservations, Food and Beverage, trained in AP/AR.

MILITARY BACKGROUND (USN) United States Navy

§ Plane Captain - Readied aircraft for flight ops, fueled, debriefed pilots.

§ Aviation Fire Control Technician - Troubleshot F/A - 18 Weapons Systems - Top Secret Clearance

§ Candidate for Squadron F/A 18 fleet training in plane captain duties.

CAREER HISTORY

Marriott Courtyard LOWELL, MA July 1988 - October 1992

COMPUTER, ELECTRONICS MA, NH Oct 1992 - Nov 1997

Staybridge Suites ANDOVER, MA Nov 1997 - Aug 2002

Shepherd/F&J Transportation Sep 2002 - Jan 2009

Network Express CHARLOTTE, NC Jan 2009 - July 2010

Quality Personnel CHARLOTTE, NC July 2010 - present

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