Cody Crowe
Dayton,Ohio
Summary
Seasoned Guest Relations Manager and Front Desk Supervisor with a proven track record at Marriott, adept in elevating guest experiences through exceptional service and efficient problem-solving. Skilled in front desk management and multitasking, I excel in creating positive environments and training new hires, significantly enhancing customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Office Manager
Marriott at the University of Dayton
01.2025 - Current
- Trained and mentored front desk staff to enhance service quality and operational efficiency.
- Supervised front office operations, ensuring seamless guest check-in and check-out processes.
- Managed scheduling for front desk team, optimizing coverage during peak periods to enhance service delivery.
- Implemented standard operating procedures to improve guest satisfaction scores and streamline workflows.
- Analyzed customer feedback data to identify areas for improvement, driving strategic initiatives for enhanced experience.
- Developed training programs focused on best practices in customer service and operational excellence for new hires.
- Oversaw inventory management of front office supplies, ensuring adequate stock levels at all times.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Guest Relations Manager
Marriott at the University of Dayton
03.2023 - 12.2024
- Developed relationships with guests to ensure customer satisfaction.
- Demonstrated excellent communication skills when interacting with customers both face-to-face and via telephone or email.
- Created a positive environment for guests by addressing their needs in a timely manner.
- Responsible for the recruitment and interviewing of front desk staff, supervisors, and drivers.
- Oversaw scheduling and front desk payroll.
- Conducting yearly job performance reviews.
Front Desk Supervisor
Marriott at the University of Dayton
09.2022 - 03.2023
- Provided quality customer service to guests by greeting them warmly and addressing their needs promptly.
- Developed strong customer service and communication skills while managing a busy front desk.
- Provided administrative support by managing phone calls, emails, and other forms of communication.
- Assisted guests with check-ins and check-outs, reservations, room changes.
- Maintained an organized filing system for guest records and paperwork.
Front Desk Supervisor
Holiday Inn
01.2022 - 09.2022
- Provided quality customer service to guests by greeting them warmly and addressing their needs promptly.
- Provided administrative support by managing phone calls, emails, and other forms of communication.
- Communicated with housekeeping and maintenance staff to report guest problems.
- Uphold high standards of cleanliness throughout the lobby area, including furniture arrangement and tidying up common areas.
- Trained and supervised new front desk staff members, providing guidance and coaching as needed.
- Maintained accurate records of guest room bookings, cancellations, no-shows, and payments to ensure accuracy in billing procedures.
- Updated computer systems with relevant information regarding guests' stays.
Front Desk Supervisor
07.2020 - 12.2021
- Collected credit card information for each transaction, and posted charges to customer folios.
- Managed guest reservations and room assignments.
- Collaborated well with team members to carry out daily assignments and achieve team targets.
- Kept inventory levels optimized, and supplies organized for forecasted demands.
- Managed daily tasks consistently, and sought out opportunities to go beyond requirements, and support business targets.
- Helped managers improve area operations by sharing customer feedback, and contributing new ideas.
- Filed records to keep the system efficient and the information organized.
Education
High School Diploma -
Dixie High School
OhioSkills
- Problem-solving
- Front desk management
- Multitasking
- FSPMS
- OPERA
- CPR certified/first aid
- Tech savvy
- Scheduling
- Hospitality industry
- Staff training and development
- Strong leadership
- Customer satisfaction
Certification
- OSHA
- TIPS
References
References available upon request
Timeline
Front Office Manager
Marriott at the University of Dayton
01.2025 - Current
Guest Relations Manager
Marriott at the University of Dayton
03.2023 - 12.2024
Front Desk Supervisor
Marriott at the University of Dayton
09.2022 - 03.2023
Front Desk Supervisor
Holiday Inn
01.2022 - 09.2022
Front Desk Supervisor
07.2020 - 12.2021
High School Diploma -
Dixie High School