CHRISTIAN FRANCIS
Brooklyn,NY
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Director of Housekeeping
The Freehand Hotel
New York , NY
04.2024 - Current
- Managed daily workflow to ensure timely completion of tasks within budgeted hours.
- Reviewed customer feedback forms in order to identify opportunities for improvement in service quality.
- Developed schedules for housekeeping staff to maximize productivity while minimizing labor costs.
- Conducted regular inspection rounds to ensure cleanliness and maintenance of guest rooms, public areas, offices, lobbies and other assigned areas.
- Reviewed payroll information for accuracy prior to submission for processing.
- Monitored the performance of staff to ensure that they are following the established operational standards.
- Assisted in developing and implementing hotel policies and procedures related to housekeeping operations.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Verified each completed room against standard plans to maintain consistency.
- Sustained safety protocols to support proper and cost-effective equipment and material usage.
Senior Operations Manager
Highgate Hotels
New York , NY
01.2017 - 04.2024
- Help with regulating Operations Department including planning plans, leading fresh hire training, and handling finance
- Coordinated extensive training and performance workshops for the operations team
- Proficient on PMS, FOSSE & OPERA operating systems
- Present all daily numbers, cloth stock, and administrative work to the Director of HK, Front Office Director, and GM
- Communicate with third-party sellers concerning cloth conveyances, amenity replenishment, and equipment rental
- Perform everyday room inspections and fortnightly room audits all through the 242 room property
- Guarantee all guests' needs are met.
- Knowledgeable in association rules and guidelines concerning housekeeping.
- Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
- Organized regular meetings with department heads to review ongoing projects and discuss new initiatives.
- Provided guidance, support, and mentorship to junior team members.
311 OPERATOR
Eclaro
New York , New York
03.2021 - 06.2021
- Address and respond to inbound callers with a pleasant demeanor
- Provide pertinent information to satisfy customer inquiries
- Accept and submit complaints regarding various issues
- Go above and beyond resolve each and every customer's concern to the best of my ability
- Make certain all needs of the customer are met before closing calls
- Maintain a high level of Quality Assurance.
ASSISTANT DIRECTOR OF HOUSEKEEPING
Holiday Inn JFK
Jamaica , NY
07.2016 - 02.2017
- Assist with administering Operations Department including planning plans, directing fresh hire training, and handling finance
- Coordinated extensive training and performance workshops for the operations
- IHG 5-S certified
- Solid information on OPERA operating system
- Submit all daily numbers and administrative work to the Director of HK, Front Office Manager, AGM, and GM
- Communicate with outsider merchants linen deliveries, amenity replenishment, and equipment rental
- Perform daily room inspections & monthly room audits throughout the 175 room property.
AGENT/NIGHT AUDITOR
Holiday Inn Express Guest Service
Jamaica , NY
09.2015 - 02.2017
- Provide guests with optimum customer service on a daily basis
- Advance the IHG Rewards program
- Check-in/out guests, make and alter reservations
- Solid information on the OPERA working system
- Submitted all daily numbers and nightly audit paperwork to the corporate office
- Communicate with third-party vendors i.e.Booking.com, Hotels.com Hotwire, etc.
Education
Advanced Diploma in Computer Networks And Internet Protocol - Information Technology
Alison
08-2024
Diploma in Computer Networking -
Alison
08-2024
CompTIA Security+ -
Alison
08-2024
CompTIA Cloud+ Advanced -
Alison
08-2024
Diploma in Information Technology Support -
Alison
07-2024
Diploma in Cyber Security -
Alison
06-2024
Diploma in Hospitality Management - Hospitality Administration And Management
Alison
05-2024
Associate's Degree in Business -
KINGSBOROUGH COMMUNITY COLLEGE
06.2003
Regents Diploma -
BISHOP LOUGHLIN MEMORIAL HIGH SCHOOL
05.2001
Skills
- Budget And Schedule Preparation
- Database and Inventory Management
- Proficient In Microsoft Office and Mac based programs
- Revenue Management
- Organized
- Forecasting
- Scheduling
- Recruitment and hiring
- Guest Services
- Audits
- Supervisory Ability
- Customer Service
- Performance Evaluation
- Quality assurance and control
- Analytical Problem Solver
- Training & Development
- Case Management
Certification
- Certificate in CompTIA Security
- Extensive knowledge of POS/FOSSE/OPERA/PMS/KIPSU Systems
- NYC Food Protection Certificate
- CompTIA Cloud+ certificate
- Intuit QuickBooks Savvy/ADP Timesaver
- Diploma in Computer Networking
- Experienced in managing within a union environment
- Diploma in Cyber Security
- Diploma in Hospitality Management
- Diploma in Computer Networks & Internet Protocol
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Assistant Director of Housekeeping
The Freehand Hotel
04.2024 - Current
311 OPERATOR
Eclaro
03.2021 - 06.2021
Senior Operations Manager
Highgate Hotels
01.2017 - 04.2024
ASSISTANT DIRECTOR OF HOUSEKEEPING
Holiday Inn JFK
07.2016 - 02.2017
AGENT/NIGHT AUDITOR
Holiday Inn Express Guest Service
09.2015 - 02.2017
Advanced Diploma in Computer Networks And Internet Protocol - Information Technology
Alison
Diploma in Computer Networking -
Alison
CompTIA Security+ -
Alison
CompTIA Cloud+ Advanced -
Alison
Diploma in Information Technology Support -
Alison
Diploma in Cyber Security -
Alison
Diploma in Hospitality Management - Hospitality Administration And Management
Alison
Associate's Degree in Business -
KINGSBOROUGH COMMUNITY COLLEGE
Regents Diploma -
BISHOP LOUGHLIN MEMORIAL HIGH SCHOOL
- Certificate in CompTIA Security
- Extensive knowledge of POS/FOSSE/OPERA/PMS/KIPSU Systems
- NYC Food Protection Certificate
- CompTIA Cloud+ certificate
- Intuit QuickBooks Savvy/ADP Timesaver
- Diploma in Computer Networking
- Experienced in managing within a union environment
- Diploma in Cyber Security
- Diploma in Hospitality Management
- Diploma in Computer Networks & Internet Protocol
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