Connor Phillips

• Helped oversee inventory by ordering precise quantities of housekeeping, market, maintenance, and F&B stock, from a variety of Birchstreet vendors.
• Trained new hire employees on front desk, F&B, as well as the core values of customer service and hospitality.
• Motivated current employees by taking a personal interest in their work life and implemented methods to improve their performance and happiness.
• Maintained quality assurance protocols to deliver a high quality product and service for every guest.
• Assisted in managing hotel budget including: forecasting department expenses, forecasting revenue, coding invoices, coding credit card transactions, partook in variance commentary, developed sales reports, engaged in revenue plans, and implemented overbooking and third party strategies.
• Exercised leadership capabilities during high stress events, and unexpected emergencies, ensuring a smooth and low stress environment for guests and employees alike.
• Demonstrated creativity and resourcefulness, as well as a desire to learn and think outside the box, through the development of innovative solutions to common hospitality problems.

- Liaised between all departments, ensuring communication and cooperation to ensure the best guest experience.

- Provided outstanding customer service to each and every guest, creating professional but personal bonds between the hotel staff and guests.

- Educated others on how to use PEP, Quore, Kipsu, Ileftmystuff, OnQ, Lobby, Excel, Word, and on other hotel platforms.

- Creatively handled guest challenges and issues, ensuring the guest left satisfied while keeping the businesses interests in mind.

- Facilitated a positive environment for guests to enjoy, by welcoming and speaking with every guest, as well as keeping the lobby, desk, and public areas clean.