Justin Cross
Elizabeth,NJ
Summary
Accomplished hospitality professional with 10+ years of experience in hotel operations, guest services, cash handling, and staff supervision. Proven ability to lead front desk and housekeeping teams in fast-paced environments while maintaining service excellence, policy compliance, and 100% accuracy in financial operations. Expert in PMS systems, daily audits, SOP implementation, and conflict resolution. Seeking a management role in hospitality where leadership, organization, and customer-first service make an impact.
Overview
10
10
years of professional experience
Work History
Clerk
New York Marriott Marquis
New York, NY
09.2023 - 06.2025
- Streamlined guest check-in/check-out using PMS Property Management System, reducing average wait times by 30% and improving service flow.
- Advised 50+ guests daily on dining, attractions, and transit options, boosting concierge satisfaction ratings and guest retention.
- Handled 100+ incoming calls per shift via multi-line phone system, resolving guest concerns or routing inquiries to relevant departments efficiently.
- Welcomed all arriving guests with professionalism and warmth, contributing to a 10% increase in front desk satisfaction scores on guest surveys.
- Managed 60+ daily reservations, modifications, and cancellations using PMS, ensuring data accuracy and adherence to hotel booking policies.
- Processed $5,000+ in guest payments per shift across multiple payment methods, maintaining 100% drawer accuracy and zero end-of-day discrepancies.
Clerk
Renaissance Hotel
New York, NY
08.2021 - 09.2023
- Processed room deposits, payments, and adjustments for 100+ guests weekly, maintaining zero cash discrepancies over 2+ years.
- Resolved guest concerns and service inquiries via phone and in-person, achieving a 95% satisfaction rate on internal performance reviews.
- Managed end-to-end reservation workflows using PMS software, including bookings, check-ins, and check-outs with 100% compliance to brand standards.
- Greeted and supported 200+ guests weekly at the front desk, strengthening guest loyalty through proactive service and local recommendations.
Night Auditor
Renaissance Hotel
New York, NY
04.2015 - 09.2020
- Streamlined guest check-in/check-out using PMS Property Management System, reducing average wait times by 30% and improving service flow.
- Advised 50+ guests daily on dining, attractions, and transit options, boosting concierge satisfaction ratings and guest retention.
- Handled 100+ incoming calls per shift via multi-line phone system, resolving guest concerns or routing inquiries to relevant departments efficiently.
- Welcomed all arriving guests with professionalism and warmth, contributing to a 10% increase in front desk satisfaction scores on guest surveys.
- Managed 60+ daily reservations, modifications, and cancellations using PMS, ensuring data accuracy and adherence to hotel booking policies.
- Processed $5,000+ in guest payments per shift across multiple payment methods, maintaining 100% drawer accuracy and zero end-of-day discrepancies.
Education
High School Diploma -
Adlai Stevenson High School
The Bronx, NY06.2007
Skills
- Property Management Systems (PMS)
- Reservation & Booking Management
- High-Volume Check-In/Check-Out
- Hospitality Compliance & SOPs
- Conflict Resolution & Complaint Handling
- Concierge & Local Recommendations
- Switchboard & Multi-Line Phone Operations
- Verbal & Written Guest Correspondence
Guest Services & Front Desk Operations
Customer Interaction & Communication
Cash Handling & Financial Accuracy
- 10 Years of Cash Handling Experience
- Payment Processing (Cash, Credit, Digital)
- Drawer Balancing & Zero Discrepancy Control
- Night Audit & Revenue Reporting
- Excel-Based Reconciliation
- Training & Onboarding New Staff
- Multitasking in Fast-Paced Environments
- Attention to Detail & Accuracy
- Punctuality & Professional Demeanor
Team Support & Core Strengths
Timeline
Clerk
New York Marriott Marquis
09.2023 - 06.2025
Clerk
Renaissance Hotel
08.2021 - 09.2023
Night Auditor
Renaissance Hotel
04.2015 - 09.2020
High School Diploma -
Adlai Stevenson High School