Michael Bancroft
Saint Peterburg, FL
Summary
Dynamic hospitality professional with a friendly demeanor and proven customer service skills, honed at Shore Club. Recognized for enhancing guest satisfaction through effective problem-solving and teamwork. Successfully trained staff, improving service quality and operational efficiency, while maintaining high standards in front desk management and guest relations.
Overview
19
19
years of professional experience
Work History
Comfort Inn & Suites
Clear Hospitality Group
07.2024 - Current
- Greeted and assisted guests, ensuring a welcoming atmosphere and prompt service.
- Managed check-in and check-out processes, enhancing operational efficiency.
- Resolved guest inquiries and complaints, promoting satisfaction and loyalty.
- Utilized reservation systems to confirm bookings and maintain accurate records.
- Provided information on local attractions and services, enhancing guest stay quality.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
Guest Service Agent
Franklin Street
12.2021 - 07.2024
- Provided information on local attractions, contributing to positive guest engagement and satisfaction.
- Handled payment transactions accurately, ensuring compliance with financial procedures.
- Trained new staff on company policies and customer service protocols to uphold quality standards.
- Monitored lobby area for cleanliness and comfort, proactively addressing any concerns raised by guests.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
Pool/Beach Server
W Hotel/KNR Hospitality Group
01.2013 - 03.2020
- Delivered exceptional customer service in high-pressure environments, ensuring guest satisfaction and repeat visits.
- Coordinated food and beverage orders, collaborating with kitchen staff to maintain timely service delivery.
- Trained new team members on service standards and operational procedures, enhancing overall team performance.
- Managed multiple tables efficiently, prioritizing guest needs while maintaining attention to detail.
- Implemented quality control measures for food presentation and service accuracy, improving dining experience consistency.
- Promoted daily specials and upselling techniques, contributing to increased revenue through enhanced customer engagement.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
Assistant Front Desk Manager
Shore Club/Morgans Hotel Group
08.2006 - 05.2012
- Managed daily front desk operations, ensuring seamless guest experiences and efficient service delivery.
- Trained and mentored front desk staff to enhance customer service skills and operational efficiency.
- Developed and implemented standard operating procedures to streamline check-in/check-out processes.
- Coordinated with housekeeping and maintenance teams to resolve guest issues promptly and effectively.
- Monitored inventory of supplies, maintaining optimal stock levels for front desk operations.
- Analyzed guest feedback to identify areas for improvement, enhancing overall satisfaction ratings.
- Oversaw scheduling of front desk personnel, optimizing coverage during peak periods for improved service quality.
- Assisted in staff training, ensuring consistent quality service to guests from all team members.
- Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
- Monitored front desk staffing hours and scheduled weekly employee shifts.
- Maintained high level of service and hospitality, contributing to corporate service recognition for property.
Education
High School Diploma -
Radford University
Radford, VASkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
Comfort Inn & Suites
Clear Hospitality Group
07.2024 - Current
Guest Service Agent
Franklin Street
12.2021 - 07.2024
Pool/Beach Server
W Hotel/KNR Hospitality Group
01.2013 - 03.2020
Assistant Front Desk Manager
Shore Club/Morgans Hotel Group
08.2006 - 05.2012
High School Diploma -
Radford University