Oliver Becker
Grand Rapids
Summary
Dynamic Front Desk Manager at Holiday Inn Express with proven expertise in customer service and conflict management. Enhanced guest relations through streamlined check-in processes and effective problem-solving, achieving high satisfaction rates. Recognized for leadership in training staff and optimizing inventory oversight, fostering a collaborative environment that improved operational efficiency.
Overview
17
17
years of professional experience
Work History
Front Desk Manager
Holiday Inn Express And Suites/Cascade Hospitality
01.2024 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Resolved guest complaints by addressing issues with rooms promptly.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Store Manager
Cro-Arms Guns and Ammo
03.2013 - 12.2015
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Coordinated in-store events to increase foot traffic, partnering with local businesses and community organizations for mutual benefit.
Owner/Operator
Infinity Cleaning Solution
10.2011 - 11.2023
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Assessed income and expenses and adapted plans to improve profit levels.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
- Fostered strong professional network and partnership building skills to connect with quality leads.
- Optimized workflow processes through careful analysis of operational needs and resource allocation.
- Contributed positively to the local community through involvement in various events or charitable organizations.
- Improved safety standards by regularly reviewing protocols and implementing necessary updates.
- Operated with safety and skill to avoid accidents and delays.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
19D Cavalry Scout/ Team Leader
US Army
09.2008 - 02.2012
- Participated in force protection measures to safeguard personnel from potential threats at all times.
- Provided security support during humanitarian aid missions, ensuring a safe environment for both military personnel and civilians involved.
- Updated unit commanders with real-time intelligence, allowing for timely adjustments to mission objectives and strategies.
- Contributed valuable insights during after-action reviews, facilitating continuous improvement in unit performance.
- Maintained high physical fitness standards through regular exercise routines and participation in unit competitions, demonstrating commitment to personal excellence within the team.
- Performed route reconnaissance for safe troop movement, reducing risk of enemy encounters.
- Conducted regular safety briefings for team members, promoting a culture of vigilance and minimizing accidents or injuries during operations.
- Collaborated with other military units for joint training exercises, fostering teamwork and improving inter-unit coordination.
- Developed risk assessments to evaluate potential hazards during missions, ensuring adequate precautions were taken for each scenario encountered.
- Gathered critical information about enemy forces by observing their movements from concealed positions.
- Evaluated new technologies and tactical approaches as part of continuous improvement efforts within the Cavalry Scout community.
- Assisted in maintaining vehicle readiness, contributing to the overall operational effectiveness of the unit.
- Improved mission success rate through effective communication with team members and leaders.
- Performed thorough vehicle inspections and maintenance checks, ensuring operational readiness for deployment at all times.
- Trained fellow soldiers on navigation techniques, increasing their proficiency and confidence in the field.
- Performed covert surveillance operations to gather critical information on enemy activities and locations.
- Managed equipment inventory and ensured proper maintenance procedures were followed, resulting in increased availability of resources when needed.
- Enhanced team efficiency by conducting reconnaissance missions and gathering vital intelligence.
- Conducted terrain analysis to identify key features and obstacles, enabling informed decision-making during operations.
- Handled ammunition safely, minimizing risk to fellow crew members and weapon systems.
- Engaged in reconnaissance, security, and search operations.
- Verified inventory computations by comparing to physical counts of stock, investigating discrepancies and errors.
- Directed platoon tactical movements, platoon security operations and platoon route and zone reconnaissance.
- Compiled details on activity, location, and size of enemy forces.
- Developed, resourced, and executed squad's various strength and training strategies to improve mission readiness in tactical fields.
Education
Associate of Science - Psychology
Montgomery County Community College
Blue Bell, PA06-2007
Skills
- Customer service
- Check-in and Check-out procedures
- Problem-solving skills
- Problem-solving
- Guest relations
- Conflict management
- Leadership qualities
- Hospitality service expertise
- Oral and written communications
- Hospitality services
- Reception expertise
- Listening skills
- Inventory oversight
- Time management
Accomplishments
CPR / AED Certified
First Aid Certified
Timeline
Front Desk Manager
Holiday Inn Express And Suites/Cascade Hospitality
01.2024 - Current
Store Manager
Cro-Arms Guns and Ammo
03.2013 - 12.2015
Owner/Operator
Infinity Cleaning Solution
10.2011 - 11.2023
19D Cavalry Scout/ Team Leader
US Army
09.2008 - 02.2012
Associate of Science - Psychology
Montgomery County Community College
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