AMOS ALCY
New York
Summary
Hotel manager committed to excellent customer service with 8 years of experience in the hotel and tourism industry. Self-motivated and organized team player with effective leadership skills, and proficient communicator. Hired, trained, and led teams of fifteen guest service associates who produced impeccable customer service to guests and impressive sales numbers which strengthened brand loyalty.
Overview
13
13
years of professional experience
Work History
Front Office Manager
Pridwin Hotel
06.2024 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Generated weekly schedules for front office staff members to guarantee sufficient coverage during peak hours.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Overnight Operations Manager
Four Seasons New York Downtown
12.2021 - 06.2024
- Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
- Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.
- Analyze information and evaluate results to choose the best solution and solve problems.
Overnight Operations Manager
W New York Times Square
08.2019 - 11.2021
- Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Front Office Supervisor
Canopy by Hilton Atlanta Midtown
08.2018 - 08.2019
- Handled all facets of front office operations.
- Supervised 10 front office agents on both day and night shifts.
- Assisted in creating and implementing standard operating procedures for the front office.
- Upsell room upgrades during check in to generate additional hotel revenue.
Front Office Supervisor
Omni Atlanta Hotel at CNN Center
02.2015 - 09.2018
- Controlled the rooms inventory through Galaxy and Galaxy Light system programs.
- Scheduled front desk and bell staff based on forecast, occupancy, and staff requests.
- Supported teamwork and a positive working environment to achieve team goals.
Front Office Agent
Hyatt Regency Atlanta Perimeter at Villa Christina
07.2013 - 01.2015
- Implied mathematical and analytical skills to switch room assignments to ensure guests who arrived first were given the first available room.
- Handled a large variety of customer complaints and requests by maintaining a professional and pleasant demeanor.
- Researched local activities, restaurants, and transportation services to recommend to guests and set up reservations at guests’ request.
Guest Service Agent/Night Auditor
Residence Inn by Marriott
04.2012 - 07.2013
- Performed daily cash handling procedures.
- Tracked room revenue and occupancy percentages daily.
Education
Associate degree - Hospitality Management
Gwinnett Technical College
Lawrenceville, Georgia06.2012
Skills
- Financial management
- Hospitality & Tourism logistics
- Fluent in English, Haitian Creole & French
- CPR Certified
- TIPS Certified
- Proficient Opera
- Proficient Fossi
- Windows XP 7/8
- Proficient Microsoft Office
Languages
French
Full Professional
Timeline
Front Office Manager
Pridwin Hotel
06.2024 - Current
Overnight Operations Manager
Four Seasons New York Downtown
12.2021 - 06.2024
Overnight Operations Manager
W New York Times Square
08.2019 - 11.2021
Front Office Supervisor
Canopy by Hilton Atlanta Midtown
08.2018 - 08.2019
Front Office Supervisor
Omni Atlanta Hotel at CNN Center
02.2015 - 09.2018
Front Office Agent
Hyatt Regency Atlanta Perimeter at Villa Christina
07.2013 - 01.2015
Guest Service Agent/Night Auditor
Residence Inn by Marriott
04.2012 - 07.2013
Associate degree - Hospitality Management
Gwinnett Technical College
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