Kevin Courtney
Bend
Summary
Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Background in hotel management positions for high-end resorts. Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity.
Overview
5
5
years of professional experience
Work History
Assistant Hotel Manager
McMenamins
10.2023 - Current
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
- Facilitated open lines of communication between staff members across various departments for smooth collaboration.
- Monitored online reviews and ratings from guests, implementing changes as necessary to address concerns or capitalize on positive feedback.
- Streamlined front desk operations for improved efficiency and enhanced guest experiences.
- Implemented safety protocols to maintain a secure environment for guests and staff members alike.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Hotel Manager
Soul Community Planet
05.2023 - 10.2023
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
Front Desk Agent
McMenamins
05.2021 - 05.2023
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Front Desk Lead
Loge Camps
05.2019 - 04.2021
- Maintained a high level of professionalism with guests, ensuring their needs were met in a timely manner.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Improved guest loyalty by proactively identifying opportunities for upselling additional services or amenities during the reservation process or at check-in/check-out stages.
- Managed high call volume and email inquiries, efficiently addressing guest concerns and providing accurate information regarding reservations, rates, and services.
- Handled escalated customer concerns professionally, working towards satisfactory resolutions that maintained brand reputation.
Education
Bachelor of Science - Tourism, Recreation, Adventure Leadership
Oregon State University
Corvallis, OR06.2023
Skills
- Front office operations
- Guest satisfaction tracking
- Complaint Handling
- Complaint resolution
- Property Management Systems
- Guest Relations Management
- Meeting facilitation
- Revenue management
- Hospitality
Timeline
Assistant Hotel Manager
McMenamins
10.2023 - Current
Hotel Manager
Soul Community Planet
05.2023 - 10.2023
Front Desk Agent
McMenamins
05.2021 - 05.2023
Front Desk Lead
Loge Camps
05.2019 - 04.2021
Bachelor of Science - Tourism, Recreation, Adventure Leadership
Oregon State University
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