DAVID ROMAN
Chicago,IL
Summary
Enthusiastic and driven expert promoting a successful career engaging clients, establishing lasting partnerships and executing on-brand presentations. Reliable and well-educated with the desire to see others succeed. Ready to step into a Client Success role and drive new growth opportunities.
Overview
9
9
years of professional experience
Work History
Director of Front Office
Loews Chicago Hotel
05.2024 - Current
- As Department Head, regularly analyze performance metrics and implement data-driven improvements to front office operations.
- Increase room sales revenue by developing and implementing effective sales strategies.
- Manage key repeat group accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Enhance brand recognition by executing promotional events and engaging customers with hotel activities.
- Ensure accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
Director of Front Office
Omni Chicago Hotel
10.2023 - 05.2024
- Developed Front Office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
- Set aggressive targets for employees to drive company success and strengthen motivation. Upon accepting the role, Guest survey scores regarding experience and service have rose consecutively month to date from a overall score of 8.3 MTD, to 9.1 MTD and consistently improving.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Boost customer retention rates, establishing robust follow-up system and personalizing client interactions.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
Pre-Opening Front Office Manager
The St. Regis, Marriott International
01.2023 - 10.2023
- Proudly involved in the opening of The St Regis Chicago. A new luxury Hotel in Chicago debuted in May 2023.
- Achieved a overall 5 Star Rating Audit by Forbes Travel Guide pertaining to The Front Of The House experience.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Fostered culture of continuous improvement, encouraging feedback and implementing best practices in upsell situations to generate additional revenue.
Front Office Manager
Trump International Hotel & Tower Chicago
07.2021 - 01.2023
- Monitored financial and service transactions at the front desk, upholding hotel's policies/procedures, minimizing discrepancies and ensuring guest satisfaction.
- Promoted upsell incentive program. Developed a creative way to engage associates, resulting in an increase of 500k in upsell revenue for year ending in 2022.
- Resolved escalated guest issues through active listening and open-ended questioning, de-escalating major problems.
- Promoted brand loyalty among customers by creating memorable interactions during events and promotions.
Manager in Training
Trump International Hotel, Tower, Chicago
06.2020 - 07.2021
- Nominated and awarded Employee Of The Quarter
- Developed strong relationships with key clients, ensuring consistent business growth and exceptional service delivery.
- Attended meetings and educational webinars to attain knowledge and competency to succeed in evolving market landscape
- Leveraged data and analytics to make informed decisions and drive business improvements.
Front Office Agent
Trump National Doral Miami
03.2018 - 06.2020
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Explained features and advantages of Hotel Rooms and Suites to promote additional room revenue and sales.
- Provided administrative support to coworkers, taking on additional tasks during high-volume period.
Guest Service Attendant
Trump National Doral Miami
02.2016 - 03.2018
- Welcomed guests on arrival, displaying professional and friendly approach.
- Oriented guests to facility amenities, explained area attractions and dining options, served as brand ambassador for employer and placed courtesy calls to new guests after check-in
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
Education
Bachelor of Science - Business Management And Technology
Northeastern Illinois University
02.2025
Skills
- Executive Leadership
- Client Relationship-Building
- VIP handling
- Sales Expertise and Upselling Strategies
- Account and Brand Management
- Conflict Management
- Strategic Initiatives
- Contract Negotiation
- Staff Training and Development
- Goal-Oriented
Timeline
Director of Front Office
Loews Chicago Hotel
05.2024 - Current
Director of Front Office
Omni Chicago Hotel
10.2023 - 05.2024
Pre-Opening Front Office Manager
The St. Regis, Marriott International
01.2023 - 10.2023
Front Office Manager
Trump International Hotel & Tower Chicago
07.2021 - 01.2023
Manager in Training
Trump International Hotel, Tower, Chicago
06.2020 - 07.2021
Front Office Agent
Trump National Doral Miami
03.2018 - 06.2020
Guest Service Attendant
Trump National Doral Miami
02.2016 - 03.2018
Bachelor of Science - Business Management And Technology
Northeastern Illinois University
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