Ryan Thundercloud
Guest Reception Navigator
Wauwatosa,WI
Summary
Hotel & Hospitality Management Graduate from MATC | Open to Employment Opportunities | Dependable, honest and efficient worker with experience in Front Office, housekeeping, laundry, Information Technology, retail and food service departments. Looking to make a move into management at an upscale Hotel in the Greater Milwaukee area. Something of a Jack-of-all-trades, possessing the ability to learn new skills quickly and taking the time to learn about the position outside work hours to achieve initial core competencies. Let me be the missing part of your team!
Overview
5
5
years of professional experience
1
1
Certificate
Work History
Guest Reception Navigator
Renaissance Hotel
01.2023 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Becoming very knowledgeable of Rewards program and promotions and sign guests who are not enrolled in Marriott Bon Voy program.
- Open and close shift; make cash drops.
- Balance house by room type and applied room upgrades to guests based on rewards levels.
- Monitor guest credit card balances and authorize additional credit authorizations as well as reporting any unusual balances to managers for further review.
Night Manager
Ambassador Hotel
07.2022 - 10.2022
- Assisting night auditor with check-ins and check-outs as needed.
- Monitoring security cameras to ensure hotel & guest safety.
- Completing night audit and all associated paperwork when night auditor is not scheduled.
- Monitoring hourly staff (kitchen, bar, shuttle, bell, housekeeping, and security) to ensure they are compliant with assignments and scheduled hours.
- Walking thru grounds & hotel parking lot, and all floors of the property to monitor for security concerns and take action as necessary.
- Monitoring in-house bar for suspicious or troublesome activity.
- Investigating and resolving all guest issues.
Guest Services Manager
Ambassador Hotel
03.2022 - 07.2022
- Assisting with check-ins and check-outs during high-traffic seasons to deliver excellent customer service.
- Creating bi-weekly schedules for Front Desk Staff, Bellmen, Shuttle Drivers & Security Personnel.
- Making reservations in PMS from guest information via email and telephone and updating CRM platform to reflect bookings.
- Monitoring security cameras to ensure property & guest safety.
- Responding to general emails throughout day.
- Attending to customer needs and responding to questions, complaints, and escalations.
- Coordinated with other departments to ensure guest satisfaction.
- Deliver amenities and other requested items to guest rooms.
- ‘Welcomed’ all guests.
IT Coordinator
Decade Properties
12.2020 - 06.2021
- Maintaining local area network and 25 computers at various locations throughout hotel.
- Troubleshooting and configuring Property Management System (Opera) and POS (Micros) back-end.
- Coordinating with outside vendors for implementation of any new technology that was being rolled out at hotel.
- Troubleshooting any software issues and keeping Windows 10 operating system updated.
- Helping other employees with any custom requests for their computers.
- Evaluated computing hardware and consolidated components to extend service life of equipment.
Front Desk Agent
Decade Properties
11.2019 - 06.2021
- Using internal software to process reservations, check-ins, and check-outs.
- Confirming relevant guest information and payment methods to prevent fraud.
- Helping guests with any problems or questions and working to achieve positive outcomes.
- Taking reservations over the phone, in person, and via computer for guests and providing confirmation information.
Front Desk Agent / Night Auditor
Decade Properties
05.2018 - 11.2018
- Using internal software to process reservations, check-ins, and check-outs.
- Confirming relevant guest information and payment methods to prevent fraud.
- Helping guests with any problems or questions and working to achieve positive outcomes.
- Taking reservations over the phone, in person, and via computer for guests and providing confirmation information.
- Inputting financial data running end-of-day procedures, and producing reports using Opera PMS.
- Following company security and check-in policies and procedures and reporting suspicious activity to Front Office Manager.
- Monitoring hotel security cameras to ensure guest and hotel safety.
Education
Associate of Applied Science - Hotel and Hospitality Management
Milwaukee Area Technical College
Milwaukee, WI05.2022
Technical Diploma - Foundations of Lodging And Hospitality Management
Milwaukee Area Technical College
Milwaukee, WI12.2019
Skills
- Managing Operations and Efficiency
- Brand Awareness
- Conflict Resolution
- Reservation Management
- Scheduling and Coordinating
- Hotel Reservations
- Effective Customer Service
- Personnel Supervision
- Night Auditing
- Checking Guests In and Out
Accomplishments
Ambassador of the Year 2023 - Front Desk Agent From the Renaissance Milwaukee West for his "R Way" through his continual drive to grow and expand his skill set .
Department of the Army - Certificate of Achievement October 2020
For outstanding customer service and dedication in support of the 452nd Combat Support Hospital (CSH) while at the Radisson Hotel Milwaukee West. Over 200 army reserve soldiers were deployed to Milwaukee, Wisconsin, from March 30th to April 20th, 2020, in support of a COVID-19 medical mission and lodged at the Radisson, where Ryan Thundercloud worked tirelessly.
Certification
Special Events Contingency Planning for Public Safety Agencies (Credential ID IS-00015.b) - Issued by FEMA in December 2019
Timeline
Guest Reception Navigator
Renaissance Hotel
01.2023 - Current
Night Manager
Ambassador Hotel
07.2022 - 10.2022
Guest Services Manager
Ambassador Hotel
03.2022 - 07.2022
IT Coordinator
Decade Properties
12.2020 - 06.2021
Front Desk Agent
Decade Properties
11.2019 - 06.2021
Front Desk Agent / Night Auditor
Decade Properties
05.2018 - 11.2018
Associate of Applied Science - Hotel and Hospitality Management
Milwaukee Area Technical College
Technical Diploma - Foundations of Lodging And Hospitality Management
Milwaukee Area Technical College
Special Events Contingency Planning for Public Safety Agencies (Credential ID IS-00015.b) - Issued by FEMA in December 2019
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