Summary
Overview
Work History
Education
Skills
Timeline
Generic

Osei Stanley

Staten Island,NY

Summary

Seasoned Case Manager and Front Office Leader with a proven track record at CAMBA HOMEBASE and notable hotel chains. Excelled in enhancing guest satisfaction and operational efficiency, leveraging strong interpersonal skills and advanced Microsoft Office Suite expertise. Achieved significant improvements in client and guest experiences through effective case management and decision-making.

Overview

11
11
years of professional experience

Work History

Case Manger

CAMBA HOMEBASE
Staten Island, NY
07.2022 - Current
  • Comply with any and all Federal, State, City and CAMBA security and privacy polices intended to protect the security and privacy of individually identifiable health information
  • Input client data and client progress information into automated database
  • Practice Universal Precautions/Standard Protocol and Procedures
  • Monitoring clients progress toward their goals (dates achieved) via regularly scheduled telephone contact and/or face-to-face home and office visits, and document via progress notes
  • Meet daily/ weekly/ monthly goals and tasks as assigned and according to funded guidelines
  • Conduct initial intake or assessment of clients and clients and families and/or periodic reassessments

Front Office Manager

Westin Hotel
New York, NY
06.2019 - 01.2022
  • Functioned as the front office leader of a 774 union property with responsibilities for 20+ associate team members, including VIP guest’s arrivals and departures
  • Managing staff payroll, purchases and invoice settlements, in keeping with budget stipulations
  • Managing, the implementation of staffing, in accordance with the union and the company standard agreement
  • Actively involved in building strong work relationships with peers, subordinates, and customers
  • Addressing customer service issues, complaints and guest satisfaction
  • Guiding professional development of the property leadership team and all team members
  • Actively involved in building strong work relationships with peers, subordinates, and customers

Assistant Front Office Manager

Viceroy Hotel
New York, NY
05.2018 - 06.2019
  • Functioned as the front desk assistant of the property with responsibility for all aspects of the operation, Including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment to the property ownership
  • Managed revenue, room inventory and occupancy percentage
  • Ensured the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and increasing profit and market share
  • Analyzed customer service issues to determine strategic plan resulting in reduced customer complaints and increased guest satisfaction
  • Processed guests’ accounts and invoices for settlement
  • Used suggestive selling techniques to sell room nights, increase occupancy and revenue

Assistant Front Office Manager

Cassa Hotel and Residences
New York, NY
01.2016 - 05.2018
  • Work closely with the hotel Front Office Manager, Assistant General Manager, and General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel in a 211-room property
  • Oversee the day-to-day operations of the front desk and associated functions, as well as control inventory
  • Analyze front office reports/night audit reports sent out to corporate and prepare for the day’s arrivals and events
  • Ensure redemption rates are set accordingly to Marriott’s brand and standards for reimbursement
  • Manage 3rd party bookings
  • Effectively train Guest Service Agents on proper front desk procedures
  • Execute disciplinary actions as needed
  • Implement training programs for the success of the team and revamp shift checklists
  • Interview candidates for front desk positions

Guest Services Agent & Interim Night Auditor

Hilton Trinidad and Conference Centre
Trinidad & Tobago
01.2015 - 10.2015
  • Executed front office operations resulting in efficient operations and excellent guest satisfaction
  • Executed high quality customer service resulting excellent guest satisfaction surveys
  • Processed guests’s accounts and invoices for settlement
  • Used suggestive selling techniques to sell room nights, increase occupancy and revenue
  • Administered front desk hospitality services and credit card transactions to international and local customers
  • Built owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results
  • Ensured the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and increasing profit and market share
  • Administered customers’ responsiveness exercise to customers’ queries, hotel services, registration, and travel, shopping, dining, entertainment

Assistant Front Office Manager

The Nolitan Hotel
New York, NY
12.2013 - 06.2015
  • Executed front office operations resulting in efficient operations and excellent guest satisfaction
  • Executed high quality customer service resulting excellent guest satisfaction surveys
  • Processed guest’s accounts and invoices for settlement
  • Used suggestive selling techniques to sell room nights, increase occupancy and revenue
  • Administered front desk hospitality services and credit card transactions to international and local customers
  • Built owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results
  • Ensured the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations and increasing profit and market share
  • Administered customers’ responsiveness exercise to customers’ queries, hotel services, registration, and travel, shopping, dining, entertainment

Services Apprentice

Education

High School Diploma -

Skills

  • Communicate with leadership to maximize operational benefits
  • Advance administrative/ communication skills
  • Strong interpersonal and relationship-building skills in a global environment
  • Thrive in a fast-paced, demanding work setting
  • Knowledge of Employee Labor Laws
  • Skilled in evaluation and decision making
  • Microsoft Office Suite (VLOOKUP)
  • Ultipro
  • Unifocus
  • Adobe
  • Outlook
  • Opera/Opera Cloud
  • Fosse
  • Birch Street
  • Squirrel
  • Onyx
  • Eigen
  • Stripe
  • Tripleseat
  • ADP
  • CARES
  • CURRENT
  • Case documentation
  • Decision-making
  • Eligibility assessment
  • Active listening
  • Positive attitude
  • Home visits and inspections
  • Time management
  • Case management tracking
  • Case management
  • Critical thinking

Timeline

Case Manger

CAMBA HOMEBASE
07.2022 - Current

Front Office Manager

Westin Hotel
06.2019 - 01.2022

Assistant Front Office Manager

Viceroy Hotel
05.2018 - 06.2019

Assistant Front Office Manager

Cassa Hotel and Residences
01.2016 - 05.2018

Guest Services Agent & Interim Night Auditor

Hilton Trinidad and Conference Centre
01.2015 - 10.2015

Assistant Front Office Manager

The Nolitan Hotel
12.2013 - 06.2015

Services Apprentice

High School Diploma -

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Osei Stanley