Joshua Seguin
Rochester,NH
Summary
Hospitality leader overseeing front office reservations and security operations. Drives revenue strategy, demand forecasting, inventory control, and group room management. Improves guest service standards through staff training and daily performance alignment.
Overview
16
16
years of professional experience
Work History
Front Office Manager
Doubletree by Hilton Manchester Downtown
Manchester, NH
08.2024 - Current
- Management of the Front Office, Reservations and Security departments of a 250-room hotel in downtown Manchester.
- Managed revenue strategies, specializing in group wash, inventory control, rate optimization, and creation of strategic rate plans.
- Hotel with a large group base, due to having the largest convention space north of Boston. Alongside sales team and reservations, managed large group rooming lists and routing profiles.
- Weekly forecasting for the hotel with great accuracy, which is instrumental for all department heads and the creation of their accurate schedules.
- Executed transition of hotel management system from ONQ to Pep, enhancing operational workflows and support for staff.
- Conducted twice-weekly Manager on Duty shifts, overseeing hotel operations and guest services. that focused on all departments in the hotel and guest satisfaction throughout the hotel.
- Revamped front office training protocols to establish consistent guest service standards and promote collaboration across all guest touchpoints.
- Experience in Hilton programs such as GRO, ONQRI, Tally, Stay Experience, Kipsu and guest assistance
Operations Manager/Assistant General Manager
Hampton Inn and Suites, Kittery ME
Kittery
07.2022 - 02.2024
- Assistant to the general manager, who managed each department in the hotel on a day-to-day basis.
- Oversaw operations across all departments to maintain seamless functioning of hotel services.
- Coordinated cross-departmental initiatives to enhance guest satisfaction scores and improve interdepartmental communication.
- Managed scheduling for all hotel departments to ensure smooth daily operations.
- Managed Hilton University training program for all departments.
- Oversaw all hands-on training for new frontdesk staff.
- Oversaw operations of Hilton Lobby and ID management system for the hotel.
- Responded to all guest complaints and dealt with all service reviews in a timely manner, to avoid penalties from the brand.
- Transitioned the Property from ONQ to PEP in February of 2023.
Front Office Manager
Holiday Inn Express, Rochester NH
Rochester, NH
01.2022 - 08.2022
- Managed front desk operations of medium-sized, busy corporate hotel
- Revenue management, closing of day and helping set rates for a booming hotel
- Scheduled and coordinated crew of 7 front desk agents and night auditors
- Processed chargebacks and resolved guest complaints to improve customer satisfaction.
- Facilitated enrollment in rewards club to boost customer loyalty.
- Proficient use of Opera Guest Management System
Front Office Manager
Meadowmere Resort, Ogunquit Maine
Ogunquit, Maine
05.2021 - 01.2022
- Led the resort to the three highest months of revenue in its history.
- Engaged in revenue management strategies to optimize profitability and enhance revenue performance.
- Oversaw front desk operations at large, oceanside resort with 144 rooms, ensuring smooth guest check-in and check-out processes.
- Assisted hotel management in handling guest complaints, enhancing overall guest satisfaction and experience.
Front Desk Supervisor
Hampton Inn by Hilton Kennebunk
Kennebunk
11.2020 - 06.2021
- Supervised front desk operations at Hampton Inn by Hilton Kennebunk.
- Assumed supervisor role within two months, overseeing daily team operations.
- Trained front desk associates on Hilton guest service standards.
- Managed guest check-in and check-out procedures.
- Delivered exceptional guest service experience while supporting profitability.
Properties Associate/Assistant Retail, Admissions Manager
Strawberry Banke Museum
04.2011 - 09.2020
Data Management Specialist
Global Legal Group
London
10.2018 - 12.2018
- Developed database for Events and Conferences department, enabling streamlined access to company's CRM system.
- Verified data accuracy in legal databases and supporting files.
- Maintained client records across document management and matter tracking systems.
- Organized confidential case data for Global Legal Group legal teams.
- Acquired practical knowledge through immersive work experience in employee management practices abroad. in employee management practices through immersive work experience in another country.
Education
Master of Business Administration -
Plymouth State University
Plymouth, NH01-2018
Bachelor of Arts - History
University of New Hampshire
Durham, NH01-2010
Skills
- Front office operations
- Hotel management expertise
- Yield management
- Revenue strategy development
- Demand forecasting
- Hilton systems
- PMS software knowledge (PEP, ONQ, ONQRI)
- Inventory control
- Financial planning and accounting
- Analytical skills in data processing
- Hospitality industry skills
- CRM/PRM software proficiency
- Microsoft Office applications mastery
- Staff scheduling
- Team leadership
- Conflict management
- Service recovery strategies
- Guest relations
- Revenue strategy development
Timeline
Front Office Manager
Doubletree by Hilton Manchester Downtown
08.2024 - Current
Operations Manager/Assistant General Manager
Hampton Inn and Suites, Kittery ME
07.2022 - 02.2024
Front Office Manager
Holiday Inn Express, Rochester NH
01.2022 - 08.2022
Front Office Manager
Meadowmere Resort, Ogunquit Maine
05.2021 - 01.2022
Front Desk Supervisor
Hampton Inn by Hilton Kennebunk
11.2020 - 06.2021
Data Management Specialist
Global Legal Group
10.2018 - 12.2018
Properties Associate/Assistant Retail, Admissions Manager
Strawberry Banke Museum
04.2011 - 09.2020
Master of Business Administration -
Plymouth State University
Bachelor of Arts - History
University of New Hampshire