Richard Roark-Mallory
Los Angeles,California
Summary
Dynamic hospitality leader with over 7 years of experience, adept at motivating and coaching teams across diverse departments. Proven track record in enhancing revenue while fostering a positive work environment for associates. Core competencies include team development, operational efficiency, and strategic planning. Committed to driving excellence in service delivery and overall guest satisfaction.
Overview
7
7
years of professional experience
Work History
Rooms Operations Manager (Voyager)
Westin Los Angeles Airport
Los Angeles
02.2024 - Current
- Managed efficient front desk and housekeeping functions for large hotel of 750 rooms.
- Implemented strategies to keep controllable and labor costs at a minimum during low occupancy.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Led daily stand-up meetings with department heads and teams of over 50 staff members, integrating role-play strategies.
- Managed accurate payroll for front desk, service express, bell stand and housekeeping on a weekly basis.
- Led interview processes for determining ideal hire prospects
Front Office Agent
Sheraton Grand Hotel
Sacramento, CA
12.2022 - 02.2024
- Addressed guest concerns by employing the LEARN method.
- Welcomed a large volume of guests, amounting to over 400, and improved overall customer service.
- Pre-registered over 200 airline rooms daily, including Southwest, United, American, Delta, and JetBlue.
- Assisted guests at check-in, providing information on various services within hotel.
Front Office Agent & General Accountant
Renaissance Esmeralda Hotel
Indian Wells, CA
01.2018 - 12.2022
- Facilitated processing of payments for room-related expenses and other charges.
- Ensured front desk remained tidy and well-organized throughout working hours.
- Routed incoming calls to designated departments and employees.
- Prepared monthly and year-end closing statements, financial documents and invoices.
- Balanced daily cash deposits and vault inventory.
Education
Certificate - Leadership
Cornell University
Ithaca, NY12-2024
BA Communication Studies -
California State University - Sacramento
Sacramento, CA05.2023
Skills
- Effective Team Leadership
- Strong Attention to Detail
- Prioritization of Tasks
- Team-Oriented Approach
- Advanced Computer Skills
- Proficient Verbal and Written Communication
- Strategic Problem Solving
- Effective Upselling Technique
Timeline
Rooms Operations Manager (Voyager)
Westin Los Angeles Airport
02.2024 - Current
Front Office Agent
Sheraton Grand Hotel
12.2022 - 02.2024
Front Office Agent & General Accountant
Renaissance Esmeralda Hotel
01.2018 - 12.2022
Certificate - Leadership
Cornell University
BA Communication Studies -
California State University - Sacramento
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