Ryan Wilson
Boston,MA
Summary
Detail-oriented Front Desk Supervisor with extensive experience in hospitality. Skilled in training staff and improving workflows, resulting in reduced wait times and enhanced guest satisfaction. Committed to fostering teamwork and operational excellence.
Overview
9
9
years of professional experience
Work History
Front Desk Night Auditor
Hersha Hospitality Management LP
03.2025 - Current
- Processed guest check-ins and check-outs efficiently, ensuring seamless customer service experiences.
- Managed night audit procedures, balancing daily financial transactions for accuracy.
- Assisted guests with inquiries and resolved issues promptly to enhance satisfaction.
- Operated hotel management software to update reservations and manage room inventory.
- Conducted security checks of hotel premises to maintain safety overnight.
- Generated nightly reports detailing occupancy rates and revenue for management review.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
- Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
- Reviewed checklist on daily basis and planned shift accordingly.
Front Desk Supervisor
Samuels & Associates
07.2021 - 02.2025
- Supervised front desk operations, ensuring exceptional guest service and efficient workflow.
- Trained and mentored team members on customer service protocols and front desk procedures.
- Resolved guest complaints promptly, maintaining high satisfaction levels and positive reviews.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
Night Auditor
Hotel Veritas
08.2019 - 07.2021
- Managed nightly financial operations, ensuring accuracy in all transactions and reports.
- Reconciled daily revenue and expenses, resolving discrepancies effectively and efficiently.
- Supervised front desk activities, providing exceptional guest service during overnight shifts.
- Implemented process improvements that enhanced operational efficiency and guest satisfaction scores.
- Monitored security systems to ensure safety of guests and hotel property throughout the night.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
Hotel Night Auditor
Kimpton Hotels & Restaurants
08.2016 - 08.2020
- Conducted nightly audits to ensure accurate financial reporting and compliance with hotel standards.
- Processed guest check-ins and check-outs, maintaining a high level of customer satisfaction.
- Coordinated with housekeeping and front desk teams to streamline operations during overnight shifts.
- Reviewed daily revenue reports, identifying discrepancies and resolving issues promptly.
- Assisted guests with luggage and transportation arrangements, ensuring efficient service.
- Provided information on local attractions and hotel amenities to enhance guest experience.
- Coordinated delivery of packages and messages to guests promptly and accurately.
- Maintained cleanliness and organization of lobby and bell area for optimal presentation.
- Collaborated with housekeeping and front desk teams to streamline guest check-in/check-out procedures.
- Engaged guests in conversation about their stay at the hotel, gathering feedback for management review and potential future improvements.
- Upheld security procedures by verifying identification before releasing stored luggage items or granting access to secured areas within the property.
- Maintained hotel cleanliness standards, ensuring a welcoming atmosphere in all public areas and elevators.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Participated in ongoing training sessions to stay current on industry best practices and hotel policies, further enhancing guest experiences during their stay.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Education
High School Diploma -
Fenway Pilot High School
Boston, MASkills
- Time management
- Credit and cash payments
- Welcoming guests
- Customer assistance
- Data entry expertise
- Revenue monitoring
- Teamwork attitude
- Hotel reservations
- Resolving issues
- Patience and tolerance
- Front desk operations
- Guest services
- Oral and written communications
- Check-ins and check-outs
- Overseeing front desk
- Hospitality services
- Problem-solving
- Strategic planning
- Attention to detail
- Multitasking
- Computer skills
- Organizational skills
- Flexibility
Accomplishments
- Advanced through several front desk positions in one company
- Over 10years in the hotel industry
- Multiple Employee of the month awards in different companies
- Several 5 star reviews mentioning my name for above and beyond service
- Building lasting relationships with my coworkers and superiors.
Timeline
Front Desk Night Auditor
Hersha Hospitality Management LP
03.2025 - Current
Front Desk Supervisor
Samuels & Associates
07.2021 - 02.2025
Night Auditor
Hotel Veritas
08.2019 - 07.2021
Hotel Night Auditor
Kimpton Hotels & Restaurants
08.2016 - 08.2020
High School Diploma -
Fenway Pilot High School
Multiple Employee of the month awards through several companies.
I have been recognized by my superiors for having excellent guest relations, leading to 5 star reviews online and repeat business. My willingness to fill in whenever needed, and being an overall team player/ leader got me recognition at all the hotels I have worked for.