Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Hi, I’m

Michael Thurmond

Michael Thurmond

Summary

I'm a Focused Front Office Manager with 15 years background in operational administration. Highly organized and systematic professional with compelling prioritization and staff leadership strengths. I'm diversely qualified, exercising knowledge of generally accepted accounting practices, including reconciliations and reporting. I'm a high-energy Front Office Manager that brings significant experience and great customer service skills. Focused on eliminating restrictions and maximizing productivity to meet challenging daily demands. I am enthusiastic, friendly and personable demeanor with a knack for organization.

Overview

15
years of professional experience

Work History

Conrad Hotel Los Angeles

Night Manager
11.2024 - Current

Job overview

  • Monitor and supervise that night staff, including security personnel, housekeeping staff, engineering team, bellhop, and PGS which is a 3rd party cleaning company.
  • Respond to emergencies and coordinate necessary actions.
  • Address guest inquiries and complaints promptly and professionally.
  • Conduct the nightly audit, including reconciling accounts and posting charges.
  • Review daily revenue reports and identify any discrepancies.
  • Assign task to night staff based on workload and priorities.
  • Provide training and coaching to night staff on guest service standards.

Calamigos Guest Ranch & Beach Club

Front Office Manager
04.2022 - Current

Job overview

  • .Met budget targets and quality standards by proactively leading team members and monitoring operations.
  • Recruited, trained and developed administrative team to support corporate growth and objectives.
  • Conducted staff performance evaluations to monitor progress and individual skills.
  • Delegated work to staff, setting priorities and goals.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Analyzed business performance data and forecasted business results for upper management.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed completed work to verify consistency, quality and conformance.

Evolution Hospitality

Front Office Manager
10.2021 - 04.2022

Job overview

  • Organized resources and staff necessary to handle requirements and maintain strong service levels.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues..
  • Recruited, trained and developed administrative team to support corporate growth and objectives.
  • Conducted staff performance evaluations to monitor progress and recommend professional development plan.
  • Introduced team members to latest hotel services, encouraging staff to discuss offerings with guests upon checking in.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Managed daily operations within Front Office by supporting continuous delivery of excellent services and care.

Residence Inn By Marriott

Guest Experience Expert
04.2021 - 10.2021

Job overview

  • Organized, confirmed, processed and conducted all guest check-ins/check-outs, room reservations, request, changes and cancellations.
  • Assisted in breakfast upon scheduled shifts or call outs.
  • Can operate kitchen Equipment such as dishwasher, sanitizer, and industrial oven.
  • Print all necessary reports per the check list to have ready for front desk and management upon scheduled shifts.
  • Identified and explained room features to guest, supplied guest with directions and information regarding property amenities, services and hours of operation, and local areas of interest.
  • Ensured that aby outstanding request or problem from the previous day received propriety and are resolved.
  • Processed all payment types, adjusted and corrected vouchers, paid-outs and miscellaneous charges.
  • Welcomed and acknowledged all guests according to company standards. Anticipated and addressed guests service needs. Assisted individuals with disabilities.

Shutters On the Beach/Casa Del Mar

Sales & Revenue Analyst
07.2019 - 03.2020

Job overview

  • Put together a morning stat report of the previous night and current day expectations for all front office and housekeeping staff.
  • Collaborated with GM's, AGM's, DOS's nd ownership to plan, develop and implement sales and revenue strategies.
  • Collaborated with colleagues to discuss market information and strategies.
  • Conducted market research to learn of current trends and to perform sales activities accordingly.
  • Recorded and resolved daily transactions to promote revenue generation and guest satisfaction.
  • Worked with fellow sales team members to achieve group targets.

Residence Inn By Marriott Los Angeles At Lax

Revenue Analyst
08.2017 - 06.2019

Job overview

  • Performed regular analytics and reporting of key performance measures and performed variance analysis to assist management with financial decision making.
  • Developed financial analysis reports and presentations by applying acquired financial principles.
  • Created in-depth spreadsheets, which detailed trends and forecasts for revenue, profitability and expenses.
  • Analyzed budgets and implemented action plans to rectify issues.
  • Aided senior leadership during executive decision-making process, generating daily bond Excel reports to recommend corrective actions and improvements.
  • Assessed requisitions each month to ensure accuracy and reconciled transactions.

Bicycle Casino & Hotel

Reservation & Group Coordinator
03.2016 - 08.2017

Job overview

  • Every morning to review the night's prior stats and forecast. Monitor content on all OTA's and daily reconciliation of Expedia, and Booking.com reservations.
  • Created any group blocks when tentative. Washed any group blocks that have already passed the cut off date.
  • Completed a daily Pace Performance Analyst shop of the comp set, for competitive pricing with our brand website and OTA channels.
  • Built rates, rate codes, market segments, packages, etc.
  • Managed and orchestrated the weekly Revenue Meetings.
  • Assisted accounting with the counting of the daily cash drops.

Blue Lake Casino Hotel

Front Office Manager
04.2014 - 09.2015

Job overview

  • Hiring if all team members and monitoring new hire procedures.
  • Training and evaluating the efficiency and productivity of team members. Initiating disciplinary procedures as necessary for team members, up to and including termination of employment.
  • Ensuring compliance with standard operating procedures and ensuring a positive customer service experience.
  • Checking guest in and out of the hotel in an efficient, courteous ad professional manner.
  • Managed and resolved all guest complaints.
  • Controlled and secured cash and cash equivalents for property according to cash handling policies and procedures.
  • Prepared and maintained as well as distributed statistical, financial and payroll audits.
  • Attended and participated in weekly BEO meetings with all other department heads.

Hampton Inn & Suites By Hilton

Night Auditor
12.2009 - 04.2013

Job overview

  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Assisted hotel guests with check in and out procedures courteously.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
  • Documented wake-up requests and set up automatic calls in system.
  • Ran end-of-day computer functions and closed out reports, submitting details to the General Manager for review.
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Completed nightly updates to hotel rates and individual room charges.
  • Maintained well-stocked and presentable complementary food and beverage station.
  • Performed balance procedures for hotel accounts and resolved discrepancies.
  • Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
  • Updated accounts and logs throughout shift to keep up with all requirements.
  • Assessed checklist on daily basis and planned shift accordingly.

Education

Humboldt State University
Arcata, CA

Some College (No Degree) from Business Administration And Management

Skills

  • CRM and office management software
  • Cash transactions
  • Conflict management
  • Reservations assistance
  • Invoicing and billing
  • Daily shift oversight
  • Project management
  • Suggestive selling
  • Data entry
  • Scheduling and calendar management
  • Effective planning
  • Analytical Skills
  • Training and Coaching
  • Verbal and written communication
  • Regulations and compliance
  • Budget coordination
  • Compiling data

Education and Training

other

Timeline

Night Manager

Conrad Hotel Los Angeles
11.2024 - Current

Front Office Manager

Calamigos Guest Ranch & Beach Club
04.2022 - Current

Front Office Manager

Evolution Hospitality
10.2021 - 04.2022

Guest Experience Expert

Residence Inn By Marriott
04.2021 - 10.2021

Sales & Revenue Analyst

Shutters On the Beach/Casa Del Mar
07.2019 - 03.2020

Revenue Analyst

Residence Inn By Marriott Los Angeles At Lax
08.2017 - 06.2019

Reservation & Group Coordinator

Bicycle Casino & Hotel
03.2016 - 08.2017

Front Office Manager

Blue Lake Casino Hotel
04.2014 - 09.2015

Night Auditor

Hampton Inn & Suites By Hilton
12.2009 - 04.2013

Humboldt State University

Some College (No Degree) from Business Administration And Management

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Michael Thurmond