Michael J. Ogima
Panorama City,CA
Summary
Experienced in delivering exceptional hospitality services by seamlessly coordinating operations across departments. Expertise in troubleshooting and resolving guest issues efficiently, resulting in enhanced satisfaction and loyalty. Strong communicator with a focus on teamwork and training, ensuring operational excellence and high-quality service standards.
Overview
25
25
years of professional experience
Work History
Overnight Auditor
Omni Hotel at California Plaza
Los Angeles, California
07.2026 - Current
- Prepared detailed audit reports addressing findings and recommendations.
- Ensured timely completion of all assigned tasks within set deadlines.
- Managed front desk operations during night shifts for guest satisfaction for a 435 room property.
- Processed guest check-ins and check-outs efficiently and accurately.
- Handled billing inquiries and resolved discrepancies promptly and professionally.
- Resolved customer issues quickly while maintaining a high level of professionalism.
Royal Service Ambassador
Fairmont Century Plaza
Los Angeles, CA
03.2026 - 07.2026
- Provide an easy, efficient, and consistent one-stop service for guests and colleagues, allowing seamless operational efficiency behind the scenes using In-Touch, Kipsu, Sertifi, Teams, and Alice systems for a 400 room property.
- Take ownership of the guest's request and ensure follow-up according to the hotel's standards
- Book and enter room reservation requests using the Opera Cloud
- Update reservations, ensuring a flawless check-in and check-out process
- Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
- Coordinated guest requests with relevant departments, ensuring timely service delivery.
- Addressed guest concerns promptly, striving to enhance overall satisfaction and experience.
- Collaborated with team members to streamline communication and improve service efficiency.
Night Manager
Sunset Marquis
West Hollywood, CA
07.2021 - 03.2026
- Maintains up-to-date status on in-house groups, arrivals, and departures.
- Projected calmness and composure under high levels of pressure.
- Coordinated services of front desk, housekeeping, bar, and valet for a 152-room property.
- Managed team of employees, providing guidance and support as needed.
- Resolved customer complaints, enhancing satisfaction and loyalty.
- Assisted customers with inquiries or special requests to ensure their satisfaction.
- Supervised night operations and staff to ensure smooth hotel functioning.
- Managed guest check-ins and check-outs during late hours efficiently.
- Coordinated with security to maintain a safe environment for guests and staff.
- Resolved guest complaints promptly to enhance customer satisfaction overnight.
- Communicated with front desk and management regarding ongoing overnight issues.
- Resolved customer service issues in a timely manner while preserving company standards of quality and professionalism.
- Secured building and walked grounds, fostering health and safety of employees and guests.
Night Audit Supervisor
Hotel Angeleno
Los Angeles, CA
08.2014 - 07.2021
- Handled guest check-ins and check-outs with efficiency and professionalism for a 209 room property.
- Managed guest reservations, room assignments, and special requests.
- Satisfied guests by quickly addressing and resolving account or service issues.
- Closed out records daily, transitioning business to fresh tracking for new business days and resolving discrepancies.
- Posted daily rates, taxes and special charges when updating guest records.
- Arranged transportation, reservations and package deliveries for guests.
Night Desk Supervisor
Loews Hotel
New Orleans, LA
01.2011 - 05.2014
- Anticipated potential workplace issues and implemented problem resolution strategies for a 285 room property.
- Assisted in preparing reports for management review weekly.
- Provided guidance and direction to team members when needed.
- Oversaw daily reporting and tracking, reviewing trends, and correcting discrepancies.
- Approached and solved problems with initiative and sound judgment.
- Kept work and common areas neat and organized to maximize productivity, alleviate potential accidents and promote professional workspace.
- Documented, researched, and resolved customer service issues.
Night Audit Supervisor
Quality Inn & Conference Center
Hammond, LA
04.2010 - 01.2011
- Assisting kitchen and banquet staff for meetings and/or weddings.
- Provided friendly, efficient, and hospitable service at the front desk.
- Provided efficient and friendly check-in and check-out service.
- Acting as MOD during my shift with self-motivation skills.
- Run the night audit process through the Choice Advantage software.
- Coordinated guest check-ins and check-outs during overnight shifts.
Night Audit Supervisor
Homewood Suites by Hilton
Holyoke, MA
04.2006 - 04.2010
- Executed night audit process using hotel's OnQ System, ensuring accurate financial reporting.
- Supervised daily activities of two employees, enhancing team productivity and operational efficiency.
- Coordinated and updated employee scheduling, maintaining optimal staffing levels for quality service.
- Provided efficient and friendly check-in and check-out service.
- Trained to use the hotel shuttle to transport guests to and from destinations.
- Used a positive, clear speaking voice, and listened attentively to understand.
- Completed the registration process by inputting and retrieving information and confirming pertinent information to guests' reservations.
Night Auditor
Hampton Inn
Chicopee, MA
02.2001 - 04.2006
- Oversaw guest reservations, room assignments, and special requests to optimize guest satisfaction.
- Assisted customers with check-in and check-out processes, ensuring a smooth experience.
- Coordinated communication between night shift and day staff to ensure seamless operations.
- Compiled and shared next day's reservation reports with departments to enhance service readiness.
- Always maintained strict confidentiality of sensitive guest information.
Education
High School Diploma -
Loranger High School
Loranger, LA07-1999
Skills
- Hospitality / Luxury Standard
- Issue resolution
- Problem solving
- Team collaboration
- Time management
- Adaptability
- Reliability
- Strong work ethic
Program Knowledge
- Opera Cloud
- Microsoft Teams
- Kipsu
- Canary
- Whistle
- In-Touch
- Sertifi
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Alice
Timeline
Overnight Auditor
Omni Hotel at California Plaza
07.2026 - Current
Royal Service Ambassador
Fairmont Century Plaza
03.2026 - 07.2026
Night Manager
Sunset Marquis
07.2021 - 03.2026
Night Audit Supervisor
Hotel Angeleno
08.2014 - 07.2021
Night Desk Supervisor
Loews Hotel
01.2011 - 05.2014
Night Audit Supervisor
Quality Inn & Conference Center
04.2010 - 01.2011
Night Audit Supervisor
Homewood Suites by Hilton
04.2006 - 04.2010
Night Auditor
Hampton Inn
02.2001 - 04.2006
High School Diploma -
Loranger High School