Summary
Overview
Work History
Education
Skills
Timeline
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Alan Orts

Virginia Beach,VA

Summary

Meticulous leader with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations. Ambitious manager with 20+ years of experience and passion for local security and service industry. Personable, experienced with conflict resolution and sensitive to others' needs. Works effectively with cross-functional teams in ensuring operational and service excellence. Hardworking professional committed to providing outstanding customer service and assistance.

Overview

19
19
years of professional experience

Work History

Front Desk Supervisor

Breakers Resort Inn
12.2022 - 10.2023
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Scheduled and assigned daily work and activities for team members.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Attended staff meetings and brought issues to attention of upper management.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Implemented project management techniques to overcome obstacles and increase team productivity.

Owner and Operator

Title Staffing And Security
01.2018 - 01.2022
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Established foundational processes for business operations.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
  • Trained and developed team members to build human capital.
  • Generated revenues yearly and effectively capitalized on industry growth.
  • Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
  • Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Owner and Operator

Ocean Security
01.2005 - 01.2015
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Established foundational processes for business operations.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Trained and developed team members to build human capital.
  • Generated revenues yearly and effectively capitalized on industry growth.
  • Established, optimized and enforced business policies to maintain consistency across industry operations.
  • Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
  • Put together realistic budgets based upon costs and fees for successfully operating business.
  • Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.

Education

Bachelor of Science - Sociology

Okalahoma State University
Stillwater

Skills

  • Rate Changes
  • Team Building and Supervision
  • Reservations Management
  • Hospitality Services
  • Guest Relations
  • Staff Development
  • Problem-Solving Skills
  • Staff Supervision
  • Compliance Monitoring
  • Conflict Management
  • Staff Training
  • Listening Skills
  • Revenue Management
  • Cash Management
  • Issue Resolution
  • Complaint Management
  • Customer Service Management
  • Time Management
  • Training and Mentoring
  • Effective Planning
  • Conflict resolution
  • Empathy and understanding
  • Decision-making aptitude
  • Attention to detail
  • Scheduling and planning
  • Team building proficiency
  • Customer service excellence
  • Organizational expertise
  • Multitasking capabilities
  • Telephone etiquette
  • Adaptability and flexibility
  • Problem-solving abilities
  • Exceptional communication
  • Reservation management
  • Staff training and development
  • Strong leadership
  • Interpersonal skills
  • Professional demeanor
  • Performance evaluation
  • Active listening
  • Customer Service
  • Conflict and Issue Documentation
  • Employee Training
  • Safety and Security Procedures
  • Team Training
  • Delegating Work Assignments
  • Process Improvement
  • Policy Enforcement
  • Quality Assurance
  • Oral and Written Communications
  • Shift Scheduling
  • Event Coordination
  • Operations Management
  • Property Security
  • Strategic Planning
  • Operations Oversight
  • VIP Guest Relations

Timeline

Front Desk Supervisor

Breakers Resort Inn
12.2022 - 10.2023

Owner and Operator

Title Staffing And Security
01.2018 - 01.2022

Owner and Operator

Ocean Security
01.2005 - 01.2015

Bachelor of Science - Sociology

Okalahoma State University

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Alan Orts