Ryan Crawford
Ashland City,TN
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Adept at guest relations and resolving customer service issues as quickly as possible. Specialize in anticipating needs as much as possible to minimize guest complaints and inconveniences. Recipient of 2018 GNHA Stars of the Industry Award Employee of the Year. Solid understanding of common hotel guest relations procedures. Excellent problem solving skills and ability to stay calm under pressure. Familiar with MS Office, Hilton OnQ, R&I, AP, AR and software applications needed to prepare reports such as A3 and M3. Ability to work well with others and delegate authority when required. Hard worker with strong people skills. 16+ year background conducting financial reporting for Focused Service properties.
Overview
11
11
years of professional experience
Work History
Operations Manager
Hampton Inn By Hilton Nasville Vanderbilt
Nashville, TN
04.2022 - 02.2023
- Raised SALT scores from 39 to 62 in 6-month period.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Developed and maintained relationships with external vendors and suppliers.
- Developed and implemented strategies to maximize customer satisfaction.
Front Office Manager
Hampton Inn By Hilton Nasville Vanderbilt
Nashville, TN
10.2021 - 04.2022
- Coached employees through day-to-day work and complex problems
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Monitored customer service trends and provided insights to management team for further improvement.
Night Auditor
Hampton Inn & Suites By Hilton Capitol View
06.2020 - 10.2021
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Led projects and analyzed data to identify opportunities for improvement.
- Processed weekly orders through multi-carrier manifest system for Treats shop and all office supplies.
- Ran weekly Advance Purchase report and processed setup and payment.
- Controlled cash and credit card payment transactions at front desk using High Balance reports and Credit Card Status reports, reducing errors 38%
Night Auditor
Hampton Inn By Hilton Nasville Vanderbilt
06.2013 - 06.2020
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Reviewed daily financial statements and completed end-of-day paperwork in M3 with 100% accuracy.
Front Office Manager
Hampton Inn By Hilton Nasville Vanderbilt
02.2019 - 02.2020
- Coached employees through day-to-day work and complex problems.
- Interpreted management directives to define and document administrative staff processes.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Assisted GM with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Completed bi-weekly payroll for 20 employees.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Night Manager
Hampton Inn Springfield
05.2012 - 05.2013
- Prepared nightly deposits by accurately counting cash, filling out deposit slips, and securing deposit in vault.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained and developed personnel to improve safety, employee relations and resolve guest issues.
Education
GED -
Cheatham County Learning Annex
Ashland City, TN06.2011
Associate of Arts - Computer Aided Design
Pinellas Technical Education Center
St. Petersburg, FL1999
Some College (No Degree) -
Boca Ciaga High School
Gulfport, FLSkills
- Invoicing and Billing
- Coaching and Mentoring
- Microsoft Office Suite
- Team Building
- Team Management and Supervision
- Complex Problem Solving
- Scheduling
- Onboarding
- Staff Management
- Guest Satisfaction
- Budgeting
- Inventory Control
Accomplishments
Recipient of 2018 GNHA Stars of the Industry Award Employee of the Year.
Timeline
Operations Manager
Hampton Inn By Hilton Nasville Vanderbilt
04.2022 - 02.2023
Front Office Manager
Hampton Inn By Hilton Nasville Vanderbilt
10.2021 - 04.2022
Night Auditor
Hampton Inn & Suites By Hilton Capitol View
06.2020 - 10.2021
Front Office Manager
Hampton Inn By Hilton Nasville Vanderbilt
02.2019 - 02.2020
Night Auditor
Hampton Inn By Hilton Nasville Vanderbilt
06.2013 - 06.2020
Night Manager
Hampton Inn Springfield
05.2012 - 05.2013
GED -
Cheatham County Learning Annex
Associate of Arts - Computer Aided Design
Pinellas Technical Education Center
Some College (No Degree) -
Boca Ciaga High School