Clement Liccia
Washington,DC
Summary
Professional in office management and administration with 12 years of experience maximizing productivity, efficiency, and service quality. Recognized for motivating management team members to achieve their goals and fostering innovative work environments. Motivated Director of Front Office with experience managing large-scale projects, including budgeting and administration. Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
Overview
12
12
years of professional experience
Work History
Senior Rooms Operation Manager
Marriott
11.2023 - Current
- Managed team to drive operational efficiency and achieve organizational goals.
- Improved team collaboration by implementing regular strategy meetings.
- Developed and executed project plans for enhancing service delivery.
- Increased customer satisfaction with strategic oversight of service operations.
- Improved employee engagement with initiatives focused on professional development.
- Defined clear targets and objectives and communicated to other team members.
Director Of Front Office
Wailea Beach Resort - Marriott, Maui 547 Rooms
05.2021 - 10.2023
- Managing a department of 80 collaborators (Front Desk/PBX/Valet/Bell/Recreation)
- Increasing the upsell by50% for a total revenue of1.3M for2021- 2.5 M 2022- 4M 2023
- Opera PMS champion for Hawaii and Forbes champion
- Assisting Housekeeping on a daily basis
- Assisting the Resident Manager
- Creating the position of GEE (Guest Experience Expert)
- Attending the Emerging Leader Program
- Investigating and resolving a variety of issues that impact executive leaders and business initiatives
- Building a highly efficient and dependable administrative team by providing ongoing coaching and motivation, as well as opportunities for career advancement through accomplishments
Assistant Front Office Manager
Wailea Beach Resort - Marriott, Maui
06.2019 - 04.2021
- Assisting the Front Office manager during the daily operations
- Acting as Front Office Manager since March2019
- Member of the care team during the closing
- Reorganizing the entire front office department for the reopening
- Handling complaints, resolving grievances and conflicts
- Opera PMS champion in charge of the upgrade for August2021
- Organized and reconciled physical and digital records so that team members could easily update and retrieve them
- Completed monthly and quarterly GSS/GXP reports for senior management
Assistant Front Office Manager
The St. Regis Bora Bora Resort
06.2017 - 05.2019
- Acted as Front Office Manager during their absence
- Interviewed and hired reception team members
- Performed all duties at the reception as necessary
- SPG Champion: in charge of facilitating the migration to Marriott Bonvoy processes
- Hired, trained, and supervised employees
- Maintained open lines of communication, provided performance feedback, and motivated the team to excel in all aspects of guest service with a focus on guest satisfaction
Front Office Supervisor
The St. Regis Bora Bora Resort
12.2016 - 12.2017
- Supervisor of upselling program that increased upsells by20% in one year
- Supervised all the daily tasks of the receptionists, as well as performing those duties when necessary
- Promoted the Marriott/Starwood loyalty program
- Followed up with guests in house and addressed miscellaneous requests
- Invoiced and followed up with travel agents as liaison with accounting
- Ensured the blocking of rooms and verification of reservations with the Housekeeping and Reservations department
- Assisted management in training, evaluating, motivating, coaching Front Office employees, and creating SOP
Receptionist
The St. Regis Bora Bora Resort
01.2016 - 12.2016
- Best upseller of the year2016
- Promoted the Starwood loyalty program
- Followed up with guest in house and addressing miscellaneous requests
- Used the Opera system: check in, check out, payment, Cardex
- Liaison for internal departments to ensure the smooth running of guests’ stays
Receptionist
Lagham Melbourne & Stamford Plaza Melbourne
12.2014 - 12.2015
- Best upseller of the semester at the Stamford Plaza with over $50K in upsells and over $40k in upsells for Langham
- Dealt with reservations via various channels during the weekend
- Liaison for internal departments to ensure the smooth running of guest’s stays
Receptionist
Rydges Auckland
02.2013 - 09.2014
- Checked guests in and out of hotel
- Handled guests’ enquiries and provided information on local attractions, giving directions as required
- Coordinated and liaised with all other departments in a professional way
Education
Associate of Arts - European Hospitality Industry
Lycée François Rabelais & GRETA CFA Hôtelier Restauration et Alimentation
Dardilly, Auvergne-Rhône-Alpes01.2010
High School - Hospitality Industry
Lycée Professionnel Fred Scamaroni
Bastia, Corse01.2008
High School - Food and Beverage Service
Lycée de Balagne
L'Île-Rousse, Corse01.2006
Skills
- Operations management
- Excellent communication
- Lead development
- Strategic planning
- Staff management
- Trilingual in English, French, and Italian
- Customer service
- Customer satisfaction
- Budgeting
- Creative problem solving
- Time management skills
Accomplishments
- Achieved Marriott Bonvoy enrollment goal for 2023
- Supervised team of 70 staff members.
- Increased the Engagement survey from 40% to 80% for the front office.
- Managed the productivity for Housekeeping and Front Office
Languages
French
Native or Bilingual
Italian
Full Professional
Timeline
Senior Rooms Operation Manager
Marriott
11.2023 - Current
Director Of Front Office
Wailea Beach Resort - Marriott, Maui 547 Rooms
05.2021 - 10.2023
Assistant Front Office Manager
Wailea Beach Resort - Marriott, Maui
06.2019 - 04.2021
Assistant Front Office Manager
The St. Regis Bora Bora Resort
06.2017 - 05.2019
Front Office Supervisor
The St. Regis Bora Bora Resort
12.2016 - 12.2017
Receptionist
The St. Regis Bora Bora Resort
01.2016 - 12.2016
Receptionist
Lagham Melbourne & Stamford Plaza Melbourne
12.2014 - 12.2015
Receptionist
Rydges Auckland
02.2013 - 09.2014
High School - Hospitality Industry
Lycée Professionnel Fred Scamaroni
High School - Food and Beverage Service
Lycée de Balagne
Associate of Arts - European Hospitality Industry
Lycée François Rabelais & GRETA CFA Hôtelier Restauration et Alimentation
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