Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gregory Schuur

Boiling Springs,SC

Summary

Efficient Duty Manager versed in task delegation and workflow coordination, promoting efficient and high-quality operations. Diplomatic and engaging with skill in handling challenging requests with friendly and knowledgeable support.

Overview

19
19
years of professional experience

Work History

Manager on Duty (MOD)

Residence Inn by Marriott
06.2023 - Current
  • Assist staff with expediting problem payments (e.g., problems processing credit card)
  • Follow up with guest regarding satisfaction with guest-related issues
  • Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
  • Process all payment types such as room charges, cash, checks, debit, or credit
  • Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp)
  • Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations
  • Block rooms in the computer and identify designated requirements and requests
  • Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem
  • Coordinate with Housekeeping to track readiness of rooms for check-in
  • Review shift logs/daily memo books and document pertinent information in logbooks
  • Count bank at the beginning and end of shift
  • Balance and drop receipts according to Accounting specifications
  • Assist management in training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
  • Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications
  • Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information
  • Anticipate and address guests' service needs
  • Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette
  • Develop and maintain positive working relationships with others
  • Ensure adherence to quality expectations and standards
  • Stand, sit, or walk for an extended period of time
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
  • Perform other reasonable job duties as requested.

Manager

Hilton Home2 Suites
06.2020 - 06.2023
  • Consistently perform The Hotel Brand Standards of Service and interact with guests and employees in a professional, gracious, and friendly manner
  • Greet guests immediately with a friendly, sincere welcome
  • Maintain eye contact with guest
  • Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action
  • Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same
  • Maintain and provide accurate information on and promote hotel facilities
  • Maintain cash bank per accounting guidelines
  • Comply with all accounting procedures
  • Consistently adhere to uniform, grooming and appearance standards
  • Maintain effective communication within Front Office and related departments, and with all hotel departments
  • Stay aware of issues relating to front office and general hotel operations
  • Attend meetings as scheduled
  • Apprise management of any concerns or suggestions
  • Adhere to safety, security and emergency procedures, react appropriately during emergencies, and act promptly to correct hazards
  • Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys
  • Understand and operate front office and telephone computer systems, and equipment such as ten key adding machine, facsimile machines, etc
  • Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key fold containing guest room key (and club key if applicable), certificate and coupons as appropriate
  • Close out guest accounts at time of check out
  • Properly file and retrieve registration cards
  • Verify and imprint credit cards for authorization using electronic acceptance methods
  • Handle cash, make change, and balance assigned cash bank
  • Accept and record vouchers, travelers check and other forms of payment
  • Post charges to guest rooms and house accounts using the computer
  • Process payments per established procedures
  • Provide safety deposit boxes to guest in accordance with established hotel procedures
  • Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage
  • Input messages into the computer
  • Retrieve messages and communicate the content of messages to guest
  • Retrieve and send mail, small packages and facsimiles for guests
  • Listen to and promptly act to resolve guest problems and complaints
  • Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document it
  • Apprise management of all guest complaints/problems, even those that have been resolved.

Front Desk Supervisor

Holiday Inn Express and Suites
08.2018 - 07.2020
  • Serving as a primary liaison to guests by ensuring the guests welcoming and farewell experience is smooth and memorable
  • Interacting positively with customers and taking action to resolve any problems while maintaining a high-level of customer satisfaction
  • Monitoring and analyzing operational issues and proactively implementing efficient solutions
  • Assisting with creating procedures that enhance customer service and operation of the front office
  • Assisting with creating and deploy training procedures for new hires and current staff to ensure highest level of customer service and optimal operational efficiency
  • Provide training, resolving problems, and assisting Front Office Manager with any employee coaching
  • Assisting with facilitating clear communication between internal departments (Food & Beverage, Accounting, Housekeeping, Sales & Marketing) and ensuring all relevant information is delivered to the Front Desk staff in a timely manner.

Assistant General Manager (AGM)

Hampton by Hilton
03.2016 - 08.2018
  • Supervised day to day activities of front desk, Breakfast host and Head housekeeper
  • Utilized leadership skills and motivation techniques in order to maximize employee productivity and satisfaction of direct reports
  • Met and exceeded customer expectations by ensuring department provides outstanding customer service and teamwork
  • Coordinates staffing and payroll to conform with productivity and budgetary standards
  • Prepared schedules; monitored actual vs
  • Budget payroll activities
  • Worked side by side with front desk associates when necessary to provide outstanding guest service; worked scheduled Manager on Duty shifts on a weekly basis
  • Coordinate Front Desk work with other departments: Housekeeping, Engineering, Banquets, etc
  • Participates in daily Yield Management Meetings
  • Insures that all employees follow safety rules and procedures and takes corrective action where required to improve safety of work area
  • Maintains proper front desk supplies inventory, conducts inventories as assigned and recommends purchase of products (remaining within budget)
  • Confers closely with GM at all times and takes every opportunity to become familiar with all aspects of the hotel in order to assist wherever required.

Assistant General Manager (AGM)

Holiday Inn & Suites
02.2009 - 03.2016
  • Ensure the front office team delivers a great service, professional attention and personal recognition
  • Ensure guests are greeted upon arrival and make time to engage with guests
  • Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
  • Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
  • Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members
  • Provide mentoring, coaching and regular feedback to improve team member performance
  • Educate and train team members in compliance with federal, state and local laws and safety regulations
  • Ensure staff is properly trained and has the tools and equipment to carry out job duties
  • Ensure the team are properly trained on systems, security, service and quality standards
  • Oversee night audit function and preparation of daily financial reports
  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
  • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
  • Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

Assistant General Manager (AGM)

Hilton Garden Inn
01.2005 - 02.2009
  • Acts as manager on duty for hotel and manages front desk operations
  • Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems
  • Leads and assists in Revenue Management functions as requested
  • Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers
  • Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables
  • Produce accurate financial reports on time
  • Works with the General Manager and Sales Manager to generate new business ideas to increase sales, set up rate codes and input rooming lists
  • Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force
  • Maintains a positive, cooperative work environment between staff and management
  • Ensures personnel files are accurate and comply with both local and federal laws and regulations
  • Administers personnel policies fairly and consistently
  • Resolves employee grievances in a fair and timely manner
  • Ensures employees understand policies, pay procedures, bonus plans and benefits
  • Ensures completion of training objectives and development plans.

Education

Associate in Liberal Arts -

Washtenaw Community College
Ann Arbor, MI
01.2000

Skills

  • Revenue Management
  • Guest Services
  • Night Audit
  • Budgeting
  • Hospitality
  • Customer service
  • Employee Evaluation
  • Human Resources
  • Administrative Experience
  • Office Management
  • Management
  • Upselling
  • Hotel experience
  • Property management
  • LIHTC
  • Customer support
  • Retail sales

Timeline

Manager on Duty (MOD)

Residence Inn by Marriott
06.2023 - Current

Manager

Hilton Home2 Suites
06.2020 - 06.2023

Front Desk Supervisor

Holiday Inn Express and Suites
08.2018 - 07.2020

Assistant General Manager (AGM)

Hampton by Hilton
03.2016 - 08.2018

Assistant General Manager (AGM)

Holiday Inn & Suites
02.2009 - 03.2016

Assistant General Manager (AGM)

Hilton Garden Inn
01.2005 - 02.2009

Associate in Liberal Arts -

Washtenaw Community College

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Gregory Schuur