Matt Bernhard
Hotel Management
Astoria,NY
Summary
HOTEL OPERATIONS EXPERT
Experienced and broadly skilled in the hospitality industry; energetic & committed. Has demonstrated intelligence and resourcefulness with regards to optimizing Guest experience. Worked for over a decade in New York City hotels, facilitating hospitality for business travelers, VIPs, and tourists, as well as increasing interoffice productivity and streamlining communication between departments. Committed to a positive work environment for all team members.
Desiring to advance professionally and contribute in team-based environment.
Overview
15
15
years of professional experience
Work History
Front Office Manager
The Plaza Hotel
02.2021 - Current
- Greatly increased responsibilities at The Plaza over previous employers; similar duties
- Directing Front Office staff in the morning, managing all hotel Operations and employees in the evenings and select overnight shifts.
- Coordinating with other departments to action VIP Arrivals and formal Meet & Greets, amenity drops, transportation services and many other special functions
- Maintaining luxury tier job performance and morale with the staff while upholding Union standards
- Checking guests in and out, answering all phone calls and emails, attending all guest concerns, large or small
- Authorizing credit for arriving guests, finding payment discrepancies, resolving staffing challenges, reviewing all untoward issues that may have occurred, and correcting
- Running nightly Audit
- Getting in front of all major issues as they arise, from fire alarms to shutdowns of operating system to 911 calls both fraudulent and necessary
- Handling money, keeping a bank, and maintaining the on-site cash machine for Front Office employees who use money
- Maintaining the hotel's social media presence, including answering guest complaints/issues
- Manager in charge of running and tabulating the Plaza's wildly successful Upsell program, which generates over a million dollars of profit yearly on its own
Front Desk Operations/Guest Relations Manager
Walker Hotel Tribeca
08.2019 - 02.2021
- Operating as House Manager while on site; responsible for all Front Desk Agents plus employees in Security, Housekeeping, Engineering.
- Reputation for calm demeanor, while running efficient, friendly crew
- Generating management reports required for daily operations, including verifying reservations
- Maintaining safe, clean lobby (and other areas)
- Coordinating guest experience with the on-site Tiki Bar, and acting as de-facto Concierge during the overnight shift
- Similar responsibilities to those listed above at The Plaza Hotel (current employer)
Night Manager
Pod Times Square
12.2017 - 08.2019
- Similar responsibilities to those listed above at The Plaza Hotel (current employer); sometimes in supporting role
Guest Services Representative
The Standard High Line
04.2010 - 12.2017
- Addressing Guest concerns and requests through the Front Office during the overnight shift, responsible for phone calls to all departments after normal business hours, and maintaining the operational standard of the Front Office
- Attending any and all guest issues, from broken plumbing to noise complaints to requests for additional bedding and/or minibar items
- Acting as the voice of the on-sight entertainment options, in particular the Top of the Standard (the ‘Boom Boom Room') and Le Bain nightclubs
- Fulfilling the duties of absent departments, specifically the concierge and the reservations desk
Writer/Playwright (My Hobby)
Self Employed Writer
04.2015 - Current
- Writer of three productions, recently produced in NYC area
- Freelance news & entertainment pieces for online publication
- Operate 2 active Podcasts regarding Film
Education
Masters of Fine Arts -
University of Missouri - Kansas City
Kansas City, MO 01.2002 - 2005.01
Bachelor of Fine Arts -
University of Washington
Seattle, WA 01.1997 - 2001.01
Skills
Guest Services, Operations & Personnel Oversight
References
Available upon request.
Timeline
Front Office Manager
The Plaza Hotel
02.2021 - Current
Front Desk Operations/Guest Relations Manager
Walker Hotel Tribeca
08.2019 - 02.2021
Night Manager
Pod Times Square
12.2017 - 08.2019
Writer/Playwright (My Hobby)
Self Employed Writer
04.2015 - Current
Guest Services Representative
The Standard High Line
04.2010 - 12.2017
Masters of Fine Arts -
University of Missouri - Kansas City
01.2002 - 2005.01
Bachelor of Fine Arts -
University of Washington
01.1997 - 2001.01
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