Nicholas Miller
Charleston,SC
Summary
Hospitality manager experienced in developing and training teams to provide superior customer service. Proven track record of fostering a positive, professional and structured work environment across multiple platforms. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
Work History
Front Office Manager
Hilton Garden Inn Charleston Waterfront
Charleston, SC
01.2025 - Current
- Company Overview: LBA Hospitality
- Hire, train, and lead a team of Guest Service Associates, including Front Desk Agents and Night Auditors.
- Ensure the Front Desk provides a professional and friendly service to all customers, in compliance with Hilton Brand Standards and the Hilton Honors Program.
- Resolve and respond to guest inquiries, surveys, and complaints in a timely fashion.
- Ensure property compliance with Hilton Brand Standards.
- Maximize room revenue and occupancy by reviewing the status daily. Analyze rate variance, monitor the credit report, and maintain close observation of the daily house count. Monitor the selling status of the house daily.
- Maintain an organized and comprehensive filing system, with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
- Conduct a yearly evaluation of the front desk and night audit staff.
- Provided interim accounting assistance. Reconcile daily revenue, train management on reporting, budgets, and forecasting.
- Proficient in PEP, PMS System, KIPSU, and M3 Accounting.
- LBA Hospitality.
Assistant General Manager
Zero George Hotel
Charleston, SC
12.2022 - 11.2024
- Company Overview: Easton Porter Group.
- Managed all aspects of day-to-day operations, including breakfast, front desk, housekeeping, and maintenance.
- Hired, trained, and led a team of managers, front desk agents, and breakfast attendants.
- Prepared and managed payroll for all staff, including third-party staffing.
- Analyzed financial data and prepared reports for senior management.
- Responsible for all ordering, including breakfast, front desk, housekeeping, and maintenance items.
- Worked closely with the GM and the owner on property improvement projects.
- Monitored and provided feedback on all revenue management decisions.
- Responsible for reviewing guest reviews, responding, and improving the guest experience through feedback.
- Proficient in RoomKey PMS, M3 Accounting, and G3 IDEAS Revenue Software.
- Easton Porter Group
Assistant Golf Professional
Sea Pines Country Club
Hilton Head, SC
01.2022 - 11.2022
- Assisted the Director of Golf in daily golf operations.
- Worked closely with the Merchandising Manager to ensure proper stock of all soft goods and hard goods products.
- Organized and managed club golf events and the weekly men’s league.
- Processed payroll of the Golf Department, including shop staff and outside services.
- Invoicing and monthly inventory for all retail in the Golf Shop.
- Led the Junior Golf program – four days a week for seven weeks. 12-16 Junior Golfers Daily.
- Daily availability for Individual Golf Lessons and Weekly Men’s Clinic.
- Daily updates to the Club website and tee sheet to ensure clear communication with the membership.
Front Office / Opening Manager
Marriott Owings Mills Metro Centre
Owings Mills, MD
06.2021 - 12.2021
- Company Overview: Crescent Hotels & Resorts
- Worked closely with all department heads to efficiently and productively accomplish the opening target.
- Developed and implemented LSOPs to create a positive and structured opening culture.
- Hire, train, and lead a team of supervisors, GSAs, and AYS agents through the opening process.
- Work directly with the General Manager and Director of Engineering on room inspections, punch lists, etc., to ensure guest room quality and Marriott standard satisfaction.
- Led the team through the Room in A Box process to ensure all guest rooms met Marriott and Forbes Four Diamond standards.
- Managed housekeeping and front office, expediting reports, tracking shipments, and ensuring all necessary supplies had been received.
- Worked closely with Lightspeed to build the hotel room file, special request codes, and rate codes.
- Managed the implementation of Mobile Dining through the Marriott opening team.
- Crescent Hotels & Resorts
Director of Operations
Delta by Marriott Utica
Utica, NY
12.2019 - 07.2021
- Company Overview: United Capital Corp
- Taskforce Director of Housekeeping position for six weeks at Ocean Place Resort & Spa, Long Branch, NJ.
- Taskforce Director of Operations position for six weeks at the Nashua Radisson, Nashua, NH.
- Assist the General Manager in providing a positive, efficient, and profitable work environment through all departments.
- Oversee department heads, ensuring all departments meet guest satisfaction scores and brand requirements.
- Train and monitor department heads on the utilization of necessary tools and resources to optimize efficiency.
- Work directly with the General Manager to ensure that the necessary levels of overall cleanliness and working order of the hotel are met.
- Assist and monitor department spending, working closely with leaders to streamline expenses throughout the hotel.
- Partnered with the General Manager and the Sales team to create positive community relationships and opportunities.
- Implemented, trained, and inspected the COVID-19 cleaning program and protocols to ensure the safety of our guests and staff.
- Utilize leadership and motivational skills to maximize employee productivity and satisfaction of direct reports.
- United Capital Corp
Hotel Manager
Hilton Garden Inn & Homewood Suites Carrier Circle
Syracuse, NY
04.2019 - 12.2019
- Company Overview: Emerald Hospitality
- Orchestrate the activities of department managers and hourly associates to ensure guests receive a high level of service, sales are maximized, associates are satisfied, and profit meets owner expectations.
- Prepare staff for yearly QA through documentation and oversight of all necessary areas.
- Monitor daily financial reports to ensure data cleanliness, and budget tracking.
- Oversee new hire onboarding, payroll submission, and various other accounting and HR tasks.sks.
- Create a monthly, ongoing forecast utilized by management and ownership.
- Utilize leadership and motivational skills to maximize employee productivity and satisfaction of direct reports.
- Emerald Hospitality
Director of Golf
St. Lawrence Golf & Country Club
Canton, NY
04.2013 - 03.2019
- Company Overview: Interstate Hotels & Resorts
- Hire, manage, and train golf course retail and outside services staff.
- Worked closely with Golf Course Superintendent to monitor course conditions, weaknesses, and potential opportunities for change.
- Developed a junior golf program with over 30 juniors.
- Coordinated weekly and monthly meetings with Board of Directors, The Laurentian Committee, and Hotel management.
- Responsible for scheduling and organizing outings, charity events, and club tournaments.
- Responsible for maintaining community relationships, sponsorship offerings, and expanding our course footprint.
- Worked closely with General Manager on budget, tee time analysis, course improvement projects.
- Responsible for all aspects of merchandising, purchasing, inventory, cost analysis.
- Responsible for club’s Social Media accounts – Facebook, Instagram, and Twitter.
- Responsible for the addition of ForeUP Tee Time Software, GolfNow booking.
- Interstate Hotels & Resorts
Front Office Manager
Best Western University Inn
Canton, NY
11.2015 - 03.2018
- Company Overview: Interstate Hotels & Resorts
- Hire, train, and lead a team of Guest Service Associates, including Front Desk Agents and Night Auditors.
- Ensure the Front Desk provides a professional and friendly service to all customers.
- Resolve and respond to guest inquiries, surveys, and complaints in a timely fashion.
- Experience in analyzing STAR reports, occupancy reports, and COMPSET.
- Maximize room revenue and occupancy by reviewing the status daily. Analyze rate variance, monitor the credit report, and maintain close observation of the daily house count. Monitor the selling status of the house daily. I.e., flash report, allowance, etc.
- Maintain an organized and comprehensive filing system, with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
- Conduct a yearly evaluation of the front desk and night audit staff.
- Provided interim accounting assistance. Reconcile daily revenue, train management on reporting, budgets, and forecasting.
- Obtained Certified Front Office Manager certification from the American Hotel and Lodging Association.
- Interstate Hotels & Resorts
Education
B.S. - Marketing/Management
Siena College
Albany, NY01.2013
Skills
- Team leadership
- Operational efficiency
- Effective communication
- Guest service
- Brand compliance
- Quality assurance
- Revenue management
- Financial reporting
- PMS software
- Conflict resolution
References
References available upon request.
Timeline
Front Office Manager
Hilton Garden Inn Charleston Waterfront
01.2025 - Current
Assistant General Manager
Zero George Hotel
12.2022 - 11.2024
Assistant Golf Professional
Sea Pines Country Club
01.2022 - 11.2022
Front Office / Opening Manager
Marriott Owings Mills Metro Centre
06.2021 - 12.2021
Director of Operations
Delta by Marriott Utica
12.2019 - 07.2021
Hotel Manager
Hilton Garden Inn & Homewood Suites Carrier Circle
04.2019 - 12.2019
Front Office Manager
Best Western University Inn
11.2015 - 03.2018
Director of Golf
St. Lawrence Golf & Country Club
04.2013 - 03.2019
B.S. - Marketing/Management
Siena College
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