Pierre Hill
Front Office Manager and Private Tutor
New York,NY
Summary
Accomplished Hospitality Manager with 6 years of experience directing, guiding and training Hotel Reception staff. Committed to delivering results such as customer loyalty and increased revenue with developed tactical plans, personally trained personnel and Hotel managed tasks using targeted problem-solving skills and Time Management. Expert at continually reassessing current department operations systems and customer concern details to adjust approach for maximum efficiency, outstanding hotel reputation maintenance and clientele building. By routinely reassessing department operations systems and guest concerns, my team was able to maintain an average overall hotel score of 108.8/125 across 6 online booking sites.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
16
16
years of professional experience
Work History
Private Academic and Language Tutor
Self Employed Services
New York, New York
02.2009 - Current
- Provided individual and group instruction to students in English, Japanese and Spanish languages, grammar, and culture.
- Assessed student progress and provided feedback on their performance.
- Developed lesson plans for teaching Language and Academics , grammar, and culture.
- Utilized a variety of instructional methods including lectures, demonstrations, audio-visuals, games.
- Adapted instruction based on the needs of each individual student or group.
Front Desk Manager
The Mondrian Park Avenue South
New York, NY
05.2023 - 04.2024
- Managed customer complaints and rectified issues to complete satisfaction
- Resolved guest complaints promptly and followed-up to verify restored satisfaction
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns
- Managed tasks and responsibilities for front office employees when the team was understaffed
- Welcomed large volume of guests and improved overall customer service.
Front Desk Manager Overnight Relief
The Gardens Hotel
New York, NY
11.2021 - 01.2023
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency
- Trained new staff on correct procedures, compliance requirements and performance strategies
- Managed front desk maintenance of client records and data
- Communicated with cooperating restaurants in the area to provide room service
- Developed lasting relationships with guests that built a loyal clientele base to drive up and stabilize hotel revenue
- Worked with Bellman, Engineering and Housekeeping Union employees
- Handled tasks and responsibilities for front office employees during periods of understaffing.
Task Force Leader
Aimbridge Hospitality
New York, NY
02.2021 - 11.2021
- Trained new hires on company POS systems
- Offered new and innovative hotel strategies and procedures to increase revenue
- Evaluated current employee performance as well as mentored new hires per company benefit
- Assessed and/or implemented systems of operation for the Front Desk and Food and Beverage to achieve optimum levels of customer and employee gratification
- Implemented New Front Desk Operations to improve procedure quality and increase customer satisfaction
- Assisted various Hyatt Hotel properties and a Courtyard Hotel property during specific periods.
Front Desk Manager
Courtyard by Marriott
Fresh Meadows, NY
05.2018 - 11.2021
- Managed guest check-in and check-out procedures, reservations, special requests and payments
- Oversaw and monitored Front Desk and Bistro staff employee dress code and company conduct code
- Corrected guest issues promptly with knowledgeable and friendly service
- Mentored new staff on correct procedures, compliance requirements and performance strategies
- Developed lasting relationships with guests that built a loyal clientele base and drove hotel revenue
- Addressed and welcomed large volume of guests to dual hotels per day, improving overall customer service and engagement
- Generated reports detailing daily actions, including guest numbers, accounting, supply expenses, employee income and room service usage
- Monitored reservations to track incoming parties and special events
- Maintained accurate bookkeeping of important files, ran and delivered report updates on occupancy and revenues to General Manager
- Balanced accounts and conducted nightly hotel and bistro audits to keep bookkeeping current
- Assisted Sales Manager with group folio routing, reservation logging, transportation scheduling, event schedule assisting, Group Resume making and room blockings
- Implemented Front Office, Hotel Shuttle, Food and Beverage Operations to achieve optimum Customer, and Employee Satisfaction
- Purchased stock and maintained inventory of Bistro, Front Desk supplies and Market Items
- Logged and Distributed In-House guest mail and packages
- Conducted Hotel Revenue and Department Budget Audits.
Front Desk Agent
Residence Inn Marriott
Saddle River, NJ
08.2014 - 08.2015
- Handled payment processing and provided customers with receipts and proper bills and change
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Completed end-of-day reporting and balanced registers to maintain financial accuracy
- Posted charges, updated accounts and issued bills to departing guests
- Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns
- Arranged special accommodations for guests to maintain optimal satisfaction
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Education
Associate of Arts Foreign Language Education -
Ohio State University
OHHigh School Diploma -
Mansfield Senior High School
OHSkills
- Customer Service Expert
- Computer operations
- Time management
- Team management
- Conflict resolution
- Audit
- Training Specialist
- Job Delegation
- Department Operations
- Scheduling
- Ordering
- Opera
- HMS
- Fosse
- Alice
- Monscierge
- PEP
- Colleague Advantage
- OnQ POS Systems
- Individual Tutoring
- Student Engagement
- Interactive Learning
- Error Correction
- Reading Comprehension
- Learning techniques
- Lesson Planning
Languages
- English, Native/ Bilingual
- Japanese, Native/ Bilingual
- Spanish, Limited
- German, Elementary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Native language
Japanese
Advanced (C1)
C1
Spanish
Intermediate (B1)
B1
German
Beginner
A1
Timeline
Front Desk Manager
The Mondrian Park Avenue South
05.2023 - 04.2024
Front Desk Manager Overnight Relief
The Gardens Hotel
11.2021 - 01.2023
Task Force Leader
Aimbridge Hospitality
02.2021 - 11.2021
Front Desk Manager
Courtyard by Marriott
05.2018 - 11.2021
Front Desk Agent
Residence Inn Marriott
08.2014 - 08.2015
Private Academic and Language Tutor
Self Employed Services
02.2009 - Current
Associate of Arts Foreign Language Education -
Ohio State University
High School Diploma -
Mansfield Senior High School
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