Michael Viano
Baymont Inn
Battle Creek,MI
1
Certification
5
years of professional experience
A highly adaptable and collaborative professional with a proven track record of working effectively within diverse teams. Skilled at navigating complex situations and adjusting to changing environments, while maintaining a focus on delivering results. Committed to continuous self-growth and development, consistently seeking opportunities to learn and enhance both personal and professional skills. Known for a positive attitude, strong interpersonal skills, and the ability to foster productive relationships to drive team success.
Work History
Assistant Operations Manager
6 Months- Developed, implemented, and maintained Standard Operating Procedures (SOPs) to improve operational consistency, efficiency, and compliance with brand standards.
- Managed corporate, group, and leisure sales accounts as primary contact from inquiry through post-stay follow-up, ensuring client satisfaction and loyalty.
- Assisted in revenue optimization by supporting occupancy goals, upselling hotel services, and collaborating on pricing and sales strategies.
- Built and maintained strong relationships with clients, travel agents, event planners, and corporate partners to increase repeat business and client satisfaction.
- Coordinated with the Front Office, Housekeeping, and Maintenance teams to ensure seamless execution of guest stays and events.
- Monitored guest feedback and online reviews, implementing targeted service improvements to elevate guest satisfaction and enhance online reputation.
- Monitored guest feedback and online reviews, implementing service improvements to enhance satisfaction and reputation scores.
- Supervised, trained, and mentored front-line staff, ensuring adherence to hotel policies, service standards, and operational procedures.
- Conducted regular operational audits and inspections to maintain quality assurance, cleanliness, and safety standards.
- Ensured compliance with health, safety, and hospitality regulations, as well as company policies and procedures.
- Assisted in budgeting, inventory management, and procurement, optimizing resource allocation and supporting operational efficiency.
Revenue Auditor
10 Months- Audited total cash flows and reported revenues daily.
- Investigated discrepancies during audits to ensure accurate financial reporting.
- Maintained compliance with internal control system.
- Trained new employees on company processes and deadlines to enhance onboarding effectiveness.
- Adapted plans and schedules to meet changing priorities of work objectives, resources and workload demands.
- Adapted plans and schedules to align with shifting work priorities and resource availability.
Front Desk Agent
1 Year 1 Month- Collected room deposits, fees, and payments to ensure secure transactions.
- Answered customer telephone calls promptly, addressing inquiries and resolving issues efficiently.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to enhance guest experience and reflect company standards.
- Collected room deposits, fees, and payments.
Night Auditor
6 Months- Managed night auditing of daily room occupancy and hotel revenue, ensuring accurate financial records.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Addressed guest requests promptly, documenting changes in reservations and special needs for day crew.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Compiled and distributed daily financial reports to monitor hotel performance and inform management decisions.
Red Hot Rewards Representative
1 Year 7 Months- Cultivated positive customer relations and collaborated with team members to effectively address requests and inquiries.
- Responded to customer questions via telephone and written correspondence regarding benefits, amenities, and promotions.
- Adapted proactively to rapid changes, ensuring consistent support for customers.
- Enhanced customer experience by addressing concerns with empathy and resolving issues promptly.
- Trained staff on operating procedures and company services.
Education
High School Diploma
Skills
Customer Service & Guest Experience
Verbal & Written Communication
Attention to Detail & Accuracy
Adaptability in Fast-Paced Environments
Professionalism
Discretion & Confidentiality
Team Collaboration & Cross-Department Coordination
Financial Reconciliation & Cash Handling
Time Management & Multitasking
Reservation
POS & PMS Systems
Data Analysis & Reporting
Problem Resolution & Service Recovery
Certification
- CHS Certified Hospitality Supervisor
- CGSP Certified Guest Service Professional
- ServSafe Food Protection Manager Certification
- ServSafe Alcohol Course & Primary Exam Michigan
Timeline
Assistant Operations Manager
Baymont Inn
02.2026 - CurrentRead More
Revenue Auditor
Firekeepers Casino Hotel
11.2024 - 09.2025Read More
Front Desk Agent
Firekeepers Casino Hotel
10.2023 - 11.2024Read More
Night Auditor
Firekeepers Casino Hotel
12.2022 - 06.2023Read More
Red Hot Rewards Representative
Firekeepers Casino Hotel
05.2021 - 12.2022Read More
Lakeview High School
High School Diploma
Read More