Andrew Morrison
Miami,Florida
Summary
Results-driven professional bringing proven leadership, organizational and guest relations skills. Formidable in delivering exceptional guest experiences and exceeding guests’ needs. Independently solves problems and manages diverse teams to handle changing business requirements.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Office Supervisor
Courtyard by Marriott Downtown Miami
Miami, FL
12.2021 - Current
- Provide leadership and feedback to a team of 20 front office team members, promoting teamwork and individual development through coaching, training and performance feedback
- Trained and mentored two Front Desk Agents, both of whom were promoted to Front Office Supervisor roles for their exceptional performance and leadership qualities
- Foster a welcoming hotel stay experience for guests, resulting in positive guest service scores, customer retention and loyalty
- Act as the primary contact for guest concerns and complaints, establishing solutions, and resolving issues promptly to ensure customer satisfaction
- Respond to guest satisfaction results daily on Guest Voice, Expedia and Booking.com to identify areas of improvement and implement service improvement initiatives
- Collaborate with other departments to coordinate guest requests and resolve operational challenges, ensuring seamless communication and workflow efficiency.
Sales Coordinator
JW Marriott Miami Turnberry Resort & Spa
Aventura, FL
02.2023 - 03.2024
- Took responsibility for group sales process for small room blocks under the supervision of sales managers that generated $30,000.00 in revenue
- Responded to customer inquiries in a timely fashion, understood client preferences and submitted business evaluations to determine the best opportunities for the hotel
- Generated proposals, contracts and turnovers to establish revenue for group sales and catering
- Arranged specialized rooms and amenities for VIP arrivals using the Opera Reservation System in preparation for site inspections to secure sales manager success
- Routed over 100 leads weekly from various sources including CI/TY, Cvent, MiLeads, Wedding Wire, phone, email, voicemail, etc
- To appropriate sales managers in a timely manner to ensure swift customer responses.
Guest Service Agent
Cadillac Hotel and Beach Club
Miami Beach, FL
12.2020 - 12.2021
- Upselled incoming guests to ocean view rooms and coordinated contracts that generated over $15,000 in revenue
- Listened to guest complaints and create solutions in a timely manner based on guest needs
- Processed reservations, guest requests and special reports using the Opera Reservation System
- Responded to guest requests through telephone, email and mobile services using the P.B.X
- Station
- Established friendly connections with guests which resulted in over 30 5-star Trip Advisor reviews and 10-star Marriott guest service scores.
Assistant Store Manager
Abercrombie & Fitch
Aventura, FL
08.2018 - 12.2019
- Recruited and interviewed 10 candidates weekly, updated statues in applicant tracking system and conducted orientation for new hires.
- Scheduled team members based on projected occupancy and made adjustments based on business needs.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Coached over 50 associates to give high level customer service which increased sales up to 5% compared to last year's
- Implemented 2 daily performance appraisals to monitor associates' development and gave reinforcing or redirecting feedback when applicable.
Education
Bachelor Of Arts In Psychology -
Florida International University (FIU)
Miami, FLSkills
- Guest Services
- Shift Scheduling
- Recruiting/Interviewing/Hiring
- Leadership and Teamwork
- Suggestive Selling
- Inventory Management
- Staff Training and Development
- Organization and Time Management
Awards
- Employee of the Month - June 2023
- Employee of the Month - February 2022
- Employee of the Month - October 2021
Certification
Requesting Business Evaluation
Opening Skills & Questioning Techniques
Negotiations & Objection Handling
Effective Closing
Timeline
Sales Coordinator
JW Marriott Miami Turnberry Resort & Spa
02.2023 - 03.2024
Front Office Supervisor
Courtyard by Marriott Downtown Miami
12.2021 - Current
Guest Service Agent
Cadillac Hotel and Beach Club
12.2020 - 12.2021
Assistant Store Manager
Abercrombie & Fitch
08.2018 - 12.2019
Bachelor Of Arts In Psychology -
Florida International University (FIU)