Scott LaBossiere
Hopedale
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
20
20
years of professional experience
Work History
Night Auditor / Guest Services Specialist
Embassy Suites
Marlborough
10.2014 - 02.2025
- Create and utilize Excel spreadsheets for auditing and daily reconciliation of revenue, cash, and credit
- Execute all cashiering processes and financial records, inclusive of posting charges to accounts
- Ensure compliance with operational standards
- Maintain strong working relationships while providing quality customer service
- Responsible for training new staff
- Enforce established policies and procedures regarding persons on property
- Proven efficiency with office equipment, including computers
- Use of Microsoft Office Programs including Word and Excel
- Plan and communicate nightly schedule
- Responsible for telecommunications processes, answering incoming calls and responding in a timely manner, scheduling wake-up calls
- Address complaints or requests in a friendly and professional manner
- Initiate investigations and complete incident reports when necessary
- Perform any other reasonable duties as required by management
Front Desk Agent / Customer Service Representative
Embassy Suites
Marlborough
10.2011 - 10.2014
- Exceeded expectations in communication and organizational skills
- Managed online and phone reservations
- Performed check-in and check-out duties and handles registering of all guests
- Maintained accurate records of bookings and payments
- Provided information about Embassy Suites hotel, available rooms, rates and amenities
- Resolved customer complaints to benefit of guests and the property
- Utilized hotel reservation software such as
- Liaised with housekeeping staff to ensure all rooms were clean, tidy and fully furnished to accommodate guests’ needs
- Resolved guest problems quickly, efficiently, and courteously
- Completed various tasks as required by management
Front Desk Supervisor/ Night Auditor
Residence Inn
Dedham
09.2006 - 01.2011
- Executed all cashiering processes and financial records
- Supervised workload during shifts
- Performed daily reconciliation and audits of revenue, cash, and credit cards Excel spreadsheets
- Ensured accuracy of daily operating receipts and financial information
- Responsible for training all new front desk personnel
- Created and maintained Front Desk staff schedule
- Greeted guests and assisted during check-in and check-out and their lodging needs
- Answered incoming calls and scheduled wake-up calls
- Resolved customer complaints to benefit of guests and the property
- Maintained strong working relationships while providing quality customer service
- Used Microsoft Office Programs such as Word and Excel
- Adressed complaints or requests in a friendly and professional manner
- Assisted other departments when needed, i.e
- Setting up breakfast with breakfast attendant
- Completed various tasks as required by management
Front Desk Manager
Fairfield Inn
Milford
07.2005 - 09.2006
- Directed and coordinated front desk activities, reservations, and guest services
- Trained and cross-trained all front desk personnel
- Created and maintained front desk staff schedule
- Maintained and organized comprehensive filing system documenting purchases, vouchers, schedules, reports, and tracking logs
- Responsible for inspecting rooms to ensure they met standards
- Daily use of Microsoft Office Programs such as Word and Excel and use of standard office equipment
- Responsible for addressing and resolving complaints or requests in a friendly and professional manner
- Reviewed guest service scores/surveys and made recommendations for improvement
- Performed daily reconciliation of revenue, cash, and credit cards
- Enforced all cash handling, check-cashing, and credit policies
- Ensured the accuracy of daily operating receipts and financial information
- Guaranteed implementation of all hotel policies
- Maintained positive working relationships and communicated with all departments
- Managed employees to ensure they were attentive, friendly, helpful and courteous to all guests’, managers and other departments/employees
Education
Bachelor Of Science - Hotel Management
Johnson & Wales University
Providence, RISkills
- Financial reconciliation
- Cash handling
- Microsoft Excel
- Customer service
- Incident reporting
- Staff training
- Reservation management
- Problem solving
- Effective communication
- Professionalism
- Booking systems
- Account reconciliation
Accomplishments
- Employee of the month Embassy Suites August 2021
Timeline
Night Auditor / Guest Services Specialist
Embassy Suites
10.2014 - 02.2025
Front Desk Agent / Customer Service Representative
Embassy Suites
10.2011 - 10.2014
Front Desk Supervisor/ Night Auditor
Residence Inn
09.2006 - 01.2011
Front Desk Manager
Fairfield Inn
07.2005 - 09.2006
Bachelor Of Science - Hotel Management
Johnson & Wales University
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