DAVID JAMES ROMAN
Chicago,IL
Summary
Strong Leader and Problem-Solver dedicated to streamlining Operations to promote Organizational Efficiency.
Gifted at developing successful Sales Campaigns, and Managing Teams. Skilled in Financial Analysis, and Customer Service.
Overview
8
8
years of professional experience
Work History
Director of Front Office
Loews Chicago Hotel
2024.04 - Current
- Regularly analyzed performance metrics and implemented data-driven improvements to front office operations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Managed senior-level personnel working in marketing and sales capacities.
- Played an instrumental role in driving repeat business through outstanding customer service delivery.
Director of Front Office
Omni Chicago Hotel
2023.10 - 2024.04
- 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.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Received inquiries from corporate customers, major vendors and trade press and delivered informed responses with minimal input from executives.
Pre-Opening Front Office Manager
The St. Regis, Marriott International
2023.01 - 2023.10
- Proudly involved in the opening of The St Regis Chicago. A new luxury Hotel in Chicago debuted in May 2023.
- Solely responsible for interviewing and recruiting employees and implementing a mentoring program to promote positive feedback and engagement.
- Achieved a overall 5 Star Rating Audit by Forbes Travel Guide pertaining to The Front Of The House experience.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Front Office Manager
Trump International Hotel & Tower Chicago
2021.07 - 2023.01
- Responsible for new upsell incentive program generating over 500k in sales
- Resolved issues through active listening and open-ended questioning, de-escalating major problems
- Improved customer satisfaction scores through encouragement of client reviews on survey sites
- Met budget targets and quality standards by proactively leading team members and monitoring operations
- Analyzed business performance data and forecasted business results for upper management
Manager in Training
Trump International Hotel, Tower, Chicago
2020.06 - 2021.07
- Nominated and awarded Employee Of The Quarter
- Learned all aspects of Hospitality business from ground-up to fully understand every operational facet and contribute to long-term business success
- Attended meetings and educational webinars to attain knowledge and competency to succeed in evolving market landscape
- Acquired business and management skills through various resources to update proficiency
- Prepared annual budgets with controls to prevent overages.
Front Office Agent
Trump National Doral Miami
2018.03 - 2020.06
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods
- Received and screened high volume of internal and external communications
- Answered office phone and emails to schedule appointments, answer questions and document information
Guest Service Attendant
Trump National Doral Miami
2016.02 - 2018.03
- 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
- Responded calmly and professionally to guest complaints, resolved issues promptly, escalated to management when necessary and contacted emergency responders when required
- 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
- Conflict Management
- Strategic Initiatives
- Staff Training and Development
- Sales and Budgeting expertise
Timeline
Director of Front Office
Loews Chicago Hotel
2024.04 - Current
Director of Front Office
Omni Chicago Hotel
2023.10 - 2024.04
Pre-Opening Front Office Manager
The St. Regis, Marriott International
2023.01 - 2023.10
Front Office Manager
Trump International Hotel & Tower Chicago
2021.07 - 2023.01
Manager in Training
Trump International Hotel, Tower, Chicago
2020.06 - 2021.07
Front Office Agent
Trump National Doral Miami
2018.03 - 2020.06
Guest Service Attendant
Trump National Doral Miami
2016.02 - 2018.03
Bachelor of Science - Business Management And Technology
Northeastern Illinois University
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