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
Strategic planning and analysis
Talented leader
Brand Management
French Language fluent
Telephone etiquette
Reservations management
Staff supervision
Conflict resolution
Critical thinking
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