Christopher Luke
276 Rockaway St Islip Terrace,NY
Summary
Results-driven Customer Service and Operations Manager with expertise in leading teams within fast-paced hospitality settings. Focused on optimizing workflows, enhancing staff development, and improving guest satisfaction. Recognized for driving productivity and fostering strong employee and guest retention through effective communication and problem-solving.
Overview
8
8
years of professional experience
Work History
Senior Operations Manager
Park Central Hotel
06.2022 - Current
- Led staffing, scheduling, onboarding, and training for operations and housekeeping staff, ensuring high service quality.
- Oversaw housekeeping and cleanliness of guest rooms, public areas, and offices, enhancing guest experiences.
- Assigned and managed daily tasks while coaching team members to uphold operational standards.
- Assign and manage daily tasks, coach team members, and uphold standards.
- Key Achievements:
- Boosted housekeeping efficiency by 18% through improved workflows and cross-training.
- Raised guest satisfaction scores by 15%, supporting higher guest retention.
- Improved room turnaround times during peak occupancy by 20%.
- Maintained a 90%+ employee retention rate within the department.
- Awards:
- Operations Excellence Award – Park Central Hotel (2024)
- Leadership Recognition Award (2022)
Front Desk Specialist
Courtyard by Marriott
07.2021 - 06.2024
- Delivered efficient, accurate check-ins/check-outs and high-quality guest service.
- Coordinated guest communication across phone, email, and in-person inquiries to ensure seamless service.
- Trained new team members on service standards and front desk operations.
- Trained new team members on service standards and front desk operations, contributing to consistent guest experiences.
- Maintained a 98% guest satisfaction score through exceptional service delivery.
- Successfully trained new hires, enhancing front office performance.
- Facilitated new hire training, improving front office service quality and team integration.
- Key Achievements:
Hotel Front Desk Clerk
Club Quarters
03.2019 - 03.2020
- Executed daily check-ins and check-outs, ensuring timely responses to guest needs.
- Coordinated room blocks and prepared key packets while facilitating smooth group reservations.
- Managed room blocks, prepared key packets, and supported group reservations.
- Assisted in training initiatives, enhancing accuracy in processes and improving customer service.
- Contributed to a 10% increase in group bookings by supporting sales initiatives.
- Exceeded sales targets by 15–20% consistently.
- Strengthened onboarding practices through new-hire mentorship.
- Key Achievements:
- Key Achievements:
Skills
- Operations Management
- Process Optimization
- Guest satisfaction
- Housekeeping Leadership
- Staff Training & Development
- Cross-Functional Team Leadership
- Scheduling & Payroll
- Conflict resolution
- Customer Relationship Management
Timeline
Senior Operations Manager
Park Central Hotel
06.2022 - Current
Front Desk Specialist
Courtyard by Marriott
07.2021 - 06.2024
Hotel Front Desk Clerk
Club Quarters
03.2019 - 03.2020