Summary
Overview
Work History
Education
Skills
Timeline
Generic

James Andrew Clarke

Tarrytown,NY

Summary

Knowledgeable Manager with solid background in managing guest services and front desk operations in busy hotel environment. Utilizes effective communication and problem-solving skills to ensure guest satisfaction. Reliable, results-driven, and adept at maintaining high standards



Overview

30
30
years of professional experience

Work History

Hotel Front Desk Manager

InterContinental Times Square
04.2023 - Current
  • Blocked and balanced room types to meet anticipated occupancy level.
  • Coordinated with Housekeeping to ensure timely completion of room readiness and addressing guest issues as it relates to housekeeping.
  • Handled guest complaints professionally, working towards resolution while maintaining composure under pressure.
  • Supervised Front Desk, Bell Staff, Concierge and Guest Service Desk, in providing a welcoming hospitable environment.
  • Coordinated with the Sales Department as it relates to group arrivals: Pre-keyed, pre-checked in and billing.
  • Answered phone throughout shift, closely following guidelines for customer service and guest satisfaction.
  • Completed daily shift reports; credit limits, special requests, house status, open balances, housekeeping traces, Daily Pre-Shift bulletin
  • Night Audit

Hotel Operations Manager

Millennium Downtown
07.2022 - 04.2023
  • Communicated with Sales, Housekeeping, Accounting, Engineering and Food & Beverage departments to enhance overall efficiency and effectiveness.
  • Front of the House staff scheduling, inputting personal time off, sick days and the keeping of attendance records.
  • Supervised Front Desk and Bell Desk shifts
  • Oversaw full hotel operations during the PM hours, weekends and holidays
  • Greeted groups upon arrival, worked closely with group contact to provide seamless arrival and departure, and proper billing.

Rooms Controller

Millennium Broadway Hotel
09.1994 - 08.2022
  • Assisted MOD in the supervising of Front Desk Staff.
  • Monitored booking extranet for incoming reservation.
  • Followed-up with guests to resolve requests or problems to complete satisfaction.
  • Blocked VIP rooms for arrival and coordinate with Housekeeping and various departments to guarantee that certain standards are met.
  • Provided team leadership through challenging transition of hotel brand names, transferring reservations and in house guest accounts from Onq to Opera operating systems.
  • Managed room inventory effectively to minimize overbooking situations.

Education

Bachelor of Arts - Media Studies

New School University
New York, NY

Associate of Arts - Drama In Education

Edna Manley School of Performing Arts
Kingston, Jamaica

High School Diploma -

Herbert Morrison Comprehensive High School
Montego Bay, Jamaica
08.1980

Skills

  • Staff Training and Development
  • Cash handling expertise
  • Complaint Handling
  • Teamwork and Leadership
  • Hotel operations
  • Hotel industry knowledge

Timeline

Hotel Front Desk Manager

InterContinental Times Square
04.2023 - Current

Hotel Operations Manager

Millennium Downtown
07.2022 - 04.2023

Rooms Controller

Millennium Broadway Hotel
09.1994 - 08.2022

Bachelor of Arts - Media Studies

New School University

Associate of Arts - Drama In Education

Edna Manley School of Performing Arts

High School Diploma -

Herbert Morrison Comprehensive High School

Similar Profiles

CREATE PROFILE
James Andrew Clarke