Strong computer competency
Mark Petroff
Hotel Management
Phoenix,AZ
Summary
Polished hotel manager offering excellent communication skills. Dynamic and personable and well-versed in coordinating with various resort departments. Successful experience as manager for high-end hotel. Coordinated leader with more than 15 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving both common and advanced customer service issues. In-depth knowledge of hospitality industry and business administration.
Overview
10
10
years of post-secondary education
20
20
years of professional experience
Work History
Assistant Hotel Manager
Grand Canyon University Hotel
Phoenix, Arizona
11.2016 - Current
- Handled guest complaints and offered resolution services to maintain high guest satisfaction rates.
- Provided exceptional service and assistance to guests.
- Maintained staff schedule for over 100 student employees each semester for over 5 years
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Helped train and develop hundreds of student employees to be proficient in multiple areas of the service industry
Reservation Manager
Fairmont Scottsdale Princess Resort
Scottsdale, Arizona
03.2001 - 10.2016
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Worked closely with front desk to achieve full occupancy of property.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Handled reservations and answered questions from interested patrons for busy 350-room hotel.
- Resolved various issues and discrepancies for customers.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed team communications and information for meetings.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Education
MBA - Emphasis in Human Resources Management
Grand Canyon University
Phoenix, AZ 07.2020 - Current
Bachelor of Science - Psychology
Grand Canyon University
Phoenix, AZ 08.2002 - 04.2007
No Degree - Exchange Student - Fluent French
Lycee Ernest Perochon
Partheny, France 06.2000 - 07.2001
High School Diploma -
Centennial High School
Peoria, AZ 08.1996 - 03.2000
Skills
Office and staff streamlining
Software
Excel
MS Word
OPERA hotel management software
Homebase Scheduling (Admin level)
Timeline
MBA - Emphasis in Human Resources Management
Grand Canyon University
07.2020 - Current
Assistant Hotel Manager
Grand Canyon University Hotel
11.2016 - Current
Bachelor of Science - Psychology
Grand Canyon University
08.2002 - 04.2007
Reservation Manager
Fairmont Scottsdale Princess Resort
03.2001 - 10.2016
No Degree - Exchange Student - Fluent French
Lycee Ernest Perochon
06.2000 - 07.2001
High School Diploma -
Centennial High School
08.1996 - 03.2000
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