Randall Congreaves
Orlando,FL
Summary
Hospitality professional with 11 years of experience across front desk operations, housekeeping support, and hotel management. Promoted from front desk agent to front office manager, overseeing daily operations and guest satisfaction at multiple Hilton-branded properties. Skilled in leadership, team development, and creating positive guest experiences. Additional experience in travel security, ensuring the safety of personnel in dynamic environments.
Overview
12
12
years of professional experience
Work History
Travel Security Officer (Seasonal)
Private Contract Roles
Orlando, FL
- - Ensured safety and security of designated personnel during travel.
- - Conducted risk assessments and monitored surroundings to maintain secure conditions.
- - Worked with hospitality teams and external partners to safeguard operations.
Front Office Supervisor
Embassy Suites Resort
Orlando, FL
01.2026 - Current
- 4 years PEP experience, 6 years OnQ experience
- Brought great knowledge to the team.
- Supervised front office operations to ensure exceptional guest experiences and satisfaction.
- Team was new to PEP, and trained and mentored front desk staff on operational procedures.
- Implemented efficient check-in/check-out processes to enhance guest flow and reduce wait times.
- Developed training materials for new hires, streamlining onboarding process for front office staff.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Coordinated with housekeeping and maintenance teams to resolve guest issues promptly.
Front Office Manager
Hilton Garden Inn, Homewood Suites, and Home2 Suites
Orlando, FL
01.2021 - 01.2025
- - Directed daily front office operations, guest services, and staff scheduling.
- - Worked closely with GM, and executed daily, monthly, and yearly goal expectations.
- Supervised and trained a team of front desk associates, housemen, and housekeeping staff.
- - Implemented service improvements that enhanced guest satisfaction and improved review scores.
- - Collaborated with security and maintenance to resolve guest concerns efficiently.
- Trained and mentored staff on customer service protocols and hotel procedures.
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated with housekeeping and maintenance teams for timely room readiness.
Front Desk Agent
Homewood Suites, Home2 Suites, Hilton Garden Inn
Orlando, FL
01.2016 - 01.2021
- - Assisted guests with check-ins, reservations, and special requests in a fast-paced environment.
- - Handled billing, room assignments, and service recovery to maintain guest loyalty.
- - Supported housekeeping and operations teams to ensure quality standards were consistently met.
Houseman / Housekeeping Support
Hilton Branded Properties
Orlando, FL
01.2014 - 01.2016
- - Maintained guest rooms and public areas to brand cleanliness standards.
- - Provided support to housekeeping and operations teams to ensure timely room readiness.
Education
High School Diploma -
Osceola/St. Cloud High School
Kissimmee, FL05-2016
Associate of Arts -
Valencia College
Orlando, FLSkills
- - High Level of Integrity
- Hospitality & Guest Services Management
- - Staff Leadership & Training
- - Front Desk Operations & Scheduling
- - Conflict Resolution & Problem-Solving
- - Security Operations & Travel Safety
- - Positive Team Building & Morale Development
- Detail-oriented
- Superior customer service
- Physical fitness
- Staff management
- Incident reporting
- Report writing
Accomplishments
Improving staff retention
Reducing operational costs
Improved TripAdvisor ratings
Reduced guest check-in times
Timeline
Front Office Supervisor
Embassy Suites Resort
01.2026 - Current
Front Office Manager
Hilton Garden Inn, Homewood Suites, and Home2 Suites
01.2021 - 01.2025
Front Desk Agent
Homewood Suites, Home2 Suites, Hilton Garden Inn
01.2016 - 01.2021
Houseman / Housekeeping Support
Hilton Branded Properties
01.2014 - 01.2016
Travel Security Officer (Seasonal)
Private Contract Roles
High School Diploma -
Osceola/St. Cloud High School
Associate of Arts -
Valencia College