KEVENS DESROCHES
Manhattan,NY
Summary
Dynamic Front Office Manager with a proven track record at The Pierre, a Taj Hotel, excelling in guest relations and staff training. Adept in Opera and Excel, I enhance operational efficiency and elevate customer satisfaction through effective problem-solving and adaptability. Committed to delivering exceptional service and fostering positive guest experiences. During the Forbes nomination, I was recognized as one of the outstanding members of the Front Office team that contributed to our achievement of the Forbes Travel Guide Five-Star rating.
Overview
10
10
years of professional experience
Work History
Front Office Agent
The Pierre, A Taj Hotel, New York
Manhattan, New York
06.2022 - Current
- Greeted guests warmly and provided check-in assistance.
- Handled guest inquiries and resolved issues efficiently.
- Coordinated with housekeeping to ensure room readiness.
- Processed payments and maintained accurate financial records.
- Communicated with security to ensure guest safety.
- Assisted in training new front desk staff members.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Escort guest to the rooms and give details of hotel amenities
Front Office Manager
The Pierre a Taj Hotel
Manhattan, NY
04.2022 - Current
- Generate reports on occupancy, revenue, and guest feedback for senior management.
- Resolve guest complaints and issues in a prompt and professional manner, maintaining the hotel's reputation for high customer satisfaction.
- Work closely with the sales and reservations teams to ensure accurate booking information, and maximize revenue potential.
- Leads and supervises the operational activities of the front office team within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit margins.
- Managed front office operations ensuring seamless guest check-in and check-out.
- Implemented efficient scheduling practices for front desk staff shifts and coverage.
- Monitored inventory of office supplies and coordinated reordering processes as necessary.
- Developed and maintained positive relationships with guests, ensuring personalized service experiences.
- Assisted in budget management for front office operations, controlling expenses effectively.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
Overnight Front Office Manager
The Beacon Hotel
Manhattan, NY
11.2023 - 12.2024
- Supervised night audit operations for hotel financial accuracy.
- Managed front desk staff during overnight shifts.
- Conducted nightly financial reconciliations and audits.
- Coordinated guest services and resolved overnight issues.
- Verified that all safety protocols were followed throughout the night shift.
- Maintained an organized filing system for easy retrieval of documents related to night audit functions.
- Reviewed reservation logs to ensure that rooms were assigned correctly based on availability.
- Performed nightly audit functions in a timely manner to ensure accuracy in reports.
Housekeeping Supervisor
Holiday Inn Express Hotel
Carle Place
06.2018 - 11.2022
- Supervised daily cleaning operations and ensured adherence to hygiene standards.
- Trained and guided housekeeping staff on efficient cleaning techniques.
- Inspected guest rooms and public areas for cleanliness and maintenance issues.
- Developed cleaning schedules to optimize team workflow and productivity.
- Addressed guest concerns promptly to enhance overall satisfaction with services.
- Implemented safety protocols for the use of cleaning chemicals and equipment.
Front Office Agent
Holiday Inn Express Hotel
Carle Place, New York
10.2015 - 06.2018
- Welcomed guests and provided exceptional customer service at a luxury hotel.
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Handled guest inquiries and resolved issues promptly with professionalism.
- Processed payments and maintained accurate billing records for guests.
- Provided concierge services such as making restaurant reservations, arranging transportation, and providing directions to local destinations.
Education
Hotel - Hotel management & resorts
CUNY Tech
Manhattan, NY08-2025
Bachelor of Arts - Graphic design / Animation
Fashion Institute of Technology
Manhattan, NY05-2023
Skills
- Dependability
- Customer focus
- Adaptability
- Opera and Excel
- Hospitality management
- French, Creole, and English
- Guest relations
- Staff training and development
Accomplishments
- Forbes Travel Guides 2023 Award Winner
- Forbes Travel Guides 2024 Award Winner
- American Express Fine Hotels & Resorts Award Winner 2023
- American Express Fine Hotels & Resorts Award Winner 2024
- American Express Fine Hotels & Resorts Award Winner 2025
Timeline
Overnight Front Office Manager
The Beacon Hotel
11.2023 - 12.2024
Front Office Agent
The Pierre, A Taj Hotel, New York
06.2022 - Current
Front Office Manager
The Pierre a Taj Hotel
04.2022 - Current
Housekeeping Supervisor
Holiday Inn Express Hotel
06.2018 - 11.2022
Front Office Agent
Holiday Inn Express Hotel
10.2015 - 06.2018
Hotel - Hotel management & resorts
CUNY Tech
Bachelor of Arts - Graphic design / Animation
Fashion Institute of Technology
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