Preston Owens
Orlando,FL
Summary
Motivated and dedicated team member looking to be part of your team. With the experience that I have gained managing in other establishments, I am looking to learn and grow in this establishment
Overview
10
10
years of professional experience
Work History
Guest Service Manager
Hilton Double Tree
Orlando, FL
12.2021 - Current
- Coached staff on strategies to enhance performance and improve customer relations.
- Monitored customer service operations to ensure quality standards were met.
- Assisted guests at check-in, providing information on various services within hotel.
- Assisted in the recruitment, training and management of Guest Service staff.
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
- Conducted regular performance reviews for guest service staff members.
- Prepared weekly schedules for all guest service personnel.
- Monitored employees' work hours to ensure proper staffing levels were maintained at all times.
- Monitored customer service operations to ensure quality standards were met.
- Compiled employee records such as personal information, attendance, benefits, performance reviews, and terminations.
- Processed payroll data including hours worked, overtime approval, vacation time tracking, garnishments and deductions.
Manager on Duty
Embassy suites
Orlando, FL
09.2019 - 12.2021
- Supervised daily operations of a 167-room hotel with staff of 16 employees on shift.
- Maintained professional manner in all customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Collaborated with upper management to improve productivity of operations.
- Handled employee problems in absence of general manager.
- Ensure the training all new hires
- Mentored all new employees, demonstrating best methods for servicing clients and guests.
- Coordinated with wait staff to keep dining room buffet stations clean and dishes refilled.
Front Office Supervisor
Marriott Downtown Greensboro
Greensboro, NC
09.2019 - 08.2020
- Ensure flow of front desk.
- Assist in stand up meetings.
- Count banks.
- Fielded complaints from clients and customers and rectified issues.
- Assist & Oversee agents.
- In charge of GXP.
- Ensure all guest are overly satisfied and compensated.
- Reports to FOM directly, Embassy Suites Downtown Orlando – PM MOD.
- Ensure flow of front desk.
Front of House Manager
Hilton Garden Inn Hotel
Orlando, FL
07.2016 - 08.2018
- Built strong, respectful employee relationships to drive employee satisfaction in high turnover industry.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
- Created and optimized employee schedules for shift coverage.
- Oversaw CRM updates and backups, report generation and troubleshooting requisition.
- Monitored office inventory to maintain supply levels.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
- Conducted staff performance evaluations to monitor progress and recommend professional development plan.
- Demonstrated consistent operational excellence to maintain stellar office reputation.
- Provided effective quality control oversight and eliminated downtime to maximize revenue.
- Rolled out branding strategies with effective training and front-line leadership of daily operations.
Restaurant Manager
Golden Corral Buffet and Grill
Fort Lauderdale, FL
09.2013 - 06.2016
- All checklist and walkthrough assignments are complete Actively involved in the training of new arrivals Ensure that all moneys are counted and deposited properly
- Completed all daily spreadsheet work in excel
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Assessed operational performance to measure compliance with regulatory, industry and brand standards.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Optimized profits by controlling food, beverage and labor costs daily.
- Updated computer systems with new pricing and daily food specials.
- Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
Education
AA degree -
Broward College
2018
High school Diploma -
Boyd H, Anderson High school
2012
Continuing degree -
Valencia College
Skills
- Customer service oriented
- Punctual
- Team player
- Fast learner
- Works great with others
- Staff Training and Development
- Management
- Adaptive to any environment
- Employee recruitment expertise
- Organization and prioritization
Timeline
Guest Service Manager
Hilton Double Tree
12.2021 - Current
Manager on Duty
Embassy suites
09.2019 - 12.2021
Front Office Supervisor
Marriott Downtown Greensboro
09.2019 - 08.2020
Front of House Manager
Hilton Garden Inn Hotel
07.2016 - 08.2018
Restaurant Manager
Golden Corral Buffet and Grill
09.2013 - 06.2016
AA degree -
Broward College
High school Diploma -
Boyd H, Anderson High school
Continuing degree -
Valencia College
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