Morgan Meyer
Kansas City,MO
Summary
Helpful Service Manager with 16 years of Hotel industry experience. Friendly and personable with dedication to providing excellent customer and personal service. Outstanding verbal and written communication skills.
Overview
16
16
years of professional experience
Work History
Convention Service Manager
Hilton Garden Inn
Independence , MO
07.2021 - Current
- Generated Detailed BEO's for each event, Including Event Space, set-up, catering, audio visual needs, for upcoming events. Would detail at least one month in advance, all files for April in March, all files for May in April etc, and detail Pop-up's as new files came in.
- Organized logistics and materials for each meeting, arranged spaces and took detailed notes for later dissemination to key stakeholders.
- Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization, and rehearsal, ceremonies, and receptions. Upwards of 50 Client Calls per Day, and now fewer than 5 Client Site Tours per Week,
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Worked with customers to understand needs and provide excellent service.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Fulfilled contractual obligations for rehearsal and day of event coordination.
Hotel Operations Floating Associate
Hilton Garden Inn Hotel
Independence , MO
09.2020 - 07.2021
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel, handling over 50 calls per shift at minimum
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Used OnQ system to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies and requested guest supplies.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Operated wet-vacuums, buffing machines, vacuums and upholstery cleaners to clean rugs, carpets and upholstered furniture.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Reset ballrooms, meeting spaces and banquet areas for future functions by disassembling tables and chairs, removing wall decorations and properly storing equipment.
- Prepared audio-visual components for meetings and banquets by assembling and setting up video screens, dance floors, lighting and sound systems.
- Managed customer deliveries and assisted with carrying out orders to promote maximum satisfaction.
- Collected trash, wiped up spills and removed trays to maintain fresh and clean customer areas.
Banquet Set up Supervisor
Sheraton Kansas City Hotel At Crown Center
Kansas City, MO
07.2018 - 10.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Monitored team's performance and gave feedback when necessary.
- Assisted with training and development of team members.
- Hired, trained and scheduled staff to maintain adequate coverage for successful operations.
- Established and maintained equipment inventory for accurate tracking, record keeping and to avoid loss.
- Organized banquet storage and surrounding areas to facilitate access to products and materials.
- Arranged furniture and equipment to maximize space and floor plan for seamless movement during functions.
- Set up and broke down conference and banquet rooms to meet facility standards and specifications.
- Maintained clear and easy access to exits and fire lanes to prepare for emergencies.
- Provided exceptional service to guests by immediately addressing needs and requests.
- Oversaw day to day activities of 2-6 employees in high traffic establishment, fostering inspiring atmosphere to optimize employee experiences.
Housekeeping Houseman Lead
Sheraton Kansas City Hotel At Crown Center
Kansas City, MO
05.2016 - 07.2018
- Cleaned elevators, glass and planters in public areas such as lobby, pool and public restrooms.
- Arranged for provision of extra room bedding, linens, towels and furniture to satisfy guests with special needs.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Verified cleanliness and organization of storage areas and carts.
- Removed waste paper and other trash from premises to designated area.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Operated power equipment tools such as backpack vacuums for up to 8 hours per shift.
- Rotated linens in storerooms and replenished when supplies ran low.
- Polished glass surfaces and windows.
- Moved chairs, desks and beds around rooms to clean behind and underneath furniture.
- Changed bed linens and collected soiled linens for cleaning.
- Adhered to professional house cleaning checklist.
- Documented and reported all necessary facility and building repairs observed.
Housekeeping Inspector
National Facility Services Inc.
Kansas City, MO
08.2012 - 05.2016
- Maintained excellent attendance record, consistently arriving to work on time.
- Supervised daily operations, including employee performance, preventive maintenance and safety.
- Inspected guest rooms for compliance with cleanliness standards.
- Collaborated with various team members to meet guests' requests.
- Trained housekeeping staff on cleaning protocols.
- Reviewed guest room toiletries, amenities and furnishings as part of quality check.
- Increased customer satisfaction by resolving Room Cleanliness issues.
- Handled 25-50 calls per 8 hour shift to address customer inquiries and concerns.
Night Auditor
Holiday Inn Express Lee's Summit
Lee's Summit , MO
02.2009 - 09.2012
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Entered customer data using Property Management software and updated information whenever patrons changed rooms.
- Assisted day staff by completing daily computer backups, virus checks and program updates.
- Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Kept accounts in balance and ran daily reports to verify totals.
- Reviewed checklist on daily basis and planned shift accordingly.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Monitored facility security for guest and personnel safety.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Trained front office staff in fire, life and other emergency procedures.
- Checked-in late-arrival guests, collected payments and verified reservation details to maintain customer satisfaction.
- Performed nightly updates to room charges and rates.
- Checked lobby, bathrooms and common areas near front desk for cleanliness 4 times per shift.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Walked through properties to maximize guest safety and clear areas of trash and debris.
- Logged wake-up call requests and set up automatic rings in system.
Night Auditor
Comfort Suites Independence
Independence , MO
08.2006 - 11.2008
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Entered customer data using Profit Manager software and updated information whenever patrons changed rooms.
- Assisted day staff by completing daily computer backups, virus checks and program updates.
- Processed arrivals and departures for hotel guests, handling approximately 10-20 guests per shift.
- Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Collaborated with Housekeeping and Engineering team members to handle guest requirements from check-in through check-out.
- Kept accounts in balance and ran daily reports to verify totals.
- Reviewed checklist on daily basis and planned shift accordingly.
- Balanced hotel accounts and resolved discrepancies.
- Checked requests and room service for accuracy and any needed assistance.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Monitored facility security for guest and personnel safety.
- Informed guests of hotel security features and offered details regarding fire and emergency procedures.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Anticipated guests' needs and responded to all requests within reasonable amount of time.
- Documented accounts and logs throughout shift to keep up with all requirements.
- Performed nightly updates to room charges and rates.
- 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.
- Resolved guest complaints by addressing issues with rooms promptly.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Trained and mentored staff on procedures, service standards and productivity strategies.
- Walked through properties to maximize guest safety and clear areas of trash and debris.
- Completed late check-ins and directed guests to rooms and facilities.
- Logged wake-up call requests and set up automatic rings in system.
- Provided hotel guests with information regarding property including casino, gift shop, restaurants and fitness center.
Education
High School Diploma -
Truman High School
Independence, MO05.2002
Skills
- Equipment Maintenance
- Relationship development
- Project organization
- Sorting and washing laundry
- Hazardous chemical training
- Housekeeping
- Conflict Resolution
- Check-In and Check-Out Procedures
- Supervision
- Problem resolution
- Cleaning bathrooms
- Mopping and sweeping
- Quality control guidelines
- Front desk operations
- Safety and Security Procedures
Timeline
Convention Service Manager
Hilton Garden Inn
07.2021 - Current
Hotel Operations Floating Associate
Hilton Garden Inn Hotel
09.2020 - 07.2021
Banquet Set up Supervisor
Sheraton Kansas City Hotel At Crown Center
07.2018 - 10.2020
Housekeeping Houseman Lead
Sheraton Kansas City Hotel At Crown Center
05.2016 - 07.2018
Housekeeping Inspector
National Facility Services Inc.
08.2012 - 05.2016
Night Auditor
Holiday Inn Express Lee's Summit
02.2009 - 09.2012
Night Auditor
Comfort Suites Independence
08.2006 - 11.2008
High School Diploma -
Truman High School