Charles Sheridan
Lansing,Illinois
Summary
An energetic individual with a focus on genuine personal interaction with both team and guests. I have a passion for team building and managing guest relations. I have worked in the luxury service industry for many years and have continually challenged myself with new responsibilities and the learning of new skills. I have provided an elevated guest relations experience in the hotel, restaurant, and event settings. My transition from front-of-house to management has supplemented my guest service experience with many administrative and event planning skills.
Overview
13
13
years of professional experience
Work History
Assistant Residences Manager
The Ritz-Carlton Residences, Chicago
Chicago, IL
12.2019 - Current
- Developed and implemented several new processes to maintain a functioning luxury property amidst the COVID-19 pandemic.
- Manages quality assurance programs, including on-site evaluations, internal audits and guest surveys.
- Coordinates and executes onsite and offsite events using both in-house staffing and partnerships with third party food and beverage vendors and entertainment groups.
- Manages the coordination and scheduling of staff.
- Manages inventory and oversees ordering of weekly/monthly supplies for the operation.
- Oversees all food & beverage related tasks on property including Butler services and catered events .
- Works directly with Owners and Board of Directors to develop operational improvements and increased service efficiency.
Residences Liaison
The Ritz-Carlton Residences, Chicago
Chicago, IL
08.2016 - 12.2019
- Works with all departments to maintain daily operations of the property as a whole; Including valet, concierge, engineering and housekeeping.
- Responsible for providing an elevated experience daily for Residents and guests.
- Produces and maintains a backlog of owner invoices, used to track monthly profits and event space usage.
- Oversees accounts receivable by processing all payments collected and logging them weekly with use of budget account codes.
- Managing employee engagement.
- Achieved an Employee Engagement Score of 100% in 2018.
- Increased Owner Engagement Score for the Liaison position from 91% in 2017 to 95.3% in 2018.
Residential Coordinator
The Ritz-Carlton Residences, Chicago
Chicago, IL
10.2014 - 08.2016
- In charge of providing a warm and accommodating welcome to all Residents and visitors upon arrival to the property.
- Coordinated private rides, taxis, and all ride services to Residents and guests.
- Coordinated the delivery of any packages and/or food deliveries.
- Responded to any guest inquiries or requests in real time during daily operations.
- Kept a detailed log of daily visitors, vendors, and any incidents.
- Achieved an Owner Engagement Score of 95.7% for the Residential Coordinator position.
Bellman
The Ritz-Carlton, Aspen Highlands
Aspen, CO
07.2011 - 01.2013
- Greeted guests as they arrived at the hotel in a pleasant manner.
- Provided guests with information regarding the hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Responded immediately to any guest requests or concerns and made sure that issues were promptly resolved.
- Explained important features of guest rooms to travelers, including how the TV remote, heating and cooling, WiFi access and locks worked.
Education
High School Diploma -
Thornwood High School
South Holland, IL2006
Journalism
South Suburban College of Cook County
South Holland, ILSkills
- Strong verbal communication
- Project management
- Process implementation
- Self-motivated
- Team leadership
- Staff development
- Team liaison
- Genuine guest engagement
- Face-to-face communication
- Prompt problem resolution
- Fast-paced operational performance
- Real-time conflict response
Accomplishments
- 2016 Ritz-Carlton 5-Star Employee of the Year Nominee
- Developed several Best-Practice procedures which were adopted by The Ritz-Carlton on a worldwide scale
- Was appointed a Property Leader charged with developing employee engagement and development
- Residential Association Governance Certified
- Residential Accounting Systems Certified
- Concierge Certified
- T.I.P.S. Certified
Timeline
Assistant Residences Manager
The Ritz-Carlton Residences, Chicago
12.2019 - Current
Residences Liaison
The Ritz-Carlton Residences, Chicago
08.2016 - 12.2019
Residential Coordinator
The Ritz-Carlton Residences, Chicago
10.2014 - 08.2016
Bellman
The Ritz-Carlton, Aspen Highlands
07.2011 - 01.2013
High School Diploma -
Thornwood High School
Journalism
South Suburban College of Cook County
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