Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Darrien Robinson

Baltimore,MD

Summary

Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Reliable known for interacting with customers and responding appropriately to questions, ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Springhill Suites By Marriott
10.2023 - Current
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Coordinated special events bookings with event planning teams for smooth execution of functions held at the hotel premises.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.

Front Office Manager

Laquinta Inn and Suites
12.2021 - 10.2023
  • Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
  • Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.

Operations Intern

Goodwill Distribution
11.2020 - 10.2023
  • Studied with senior staff to develop deep understanding of team processes and full operational activities.
  • Handled administrative and data entry work for staff.
  • Promoted a positive work environment by being proactive in addressing concerns, offering assistance, and maintaining open lines of communication with colleagues.
  • Assisted in the preparation of reports highlighting operational successes and areas requiring further attention or improvement.
  • Enhanced communication between departments through regular meetings and collaborative projects.
  • Completed reports and paperwork on critical information impacting operations.
  • Continuously sought ways to improve personal skillset through professional development opportunities both within and outside the organization.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Education

GED -

Keystone Jobcorps Center
Drums, PA
12.2003

Skills

  • Effective Multitasking
  • Workflow Optimization
  • Customer Service
  • Customer Relations
  • Operations Management
  • Hospitality services
  • Issue handling
  • Sales and Marketing
  • Team Leadership

Accomplishments

  • Guest Satisfaction results in Medallia score improvements, with the help of the projects I put in place.

Certification

TIPS

Safe Serve

Timeline

Springhill Suites By Marriott
10.2023 - Current

Front Office Manager

Laquinta Inn and Suites
12.2021 - 10.2023

Operations Intern

Goodwill Distribution
11.2020 - 10.2023

GED -

Keystone Jobcorps Center

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Darrien Robinson