Sherwin Miller

Direct and Manage front desk staff (front desk managers, front desk supervisors, front desk agents, bellman, operators, rooms control)

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Excellent communication skills, both verbal and written.
• Passionate about learning and committed to continual improvement.
• Proved successful working within tight deadlines and a fast-paced environment.
• Strengthened communication skills through regular interactions with others.
• Organized and detail-oriented with a strong work ethic.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Paid attention to detail while completing assignments.
• Worked flexible hours across night, weekend and holiday shifts.
• Developed and maintained courteous and effective working relationships.
• Identified issues, analyzed information and provided solutions to problems.
• Cultivated interpersonal skills by building positive relationships with others.

Manage day to day operations of the front desk. Oversee/manage front desk agents, front desk supervisors, PBX operators, PBX supervisors, bellman, bell captains, parking gate operation, valet services. Plan operation’s regarding scheduling based on occupancy, arrivals, departures, VIP reservations/arrivals, greet VIPs, etc,

• Greeted guests upon arrival and offered assistance.
• Assisted guests with check-ins, account inquiries and any additional services needed.
• Maintained consistent positive customer feedback.
• Answered guest inquiries and provided information regarding hotel services and amenities.
• Recommended hotel services or amenities that guest may find useful.
• Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
• Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
• Streamlined check-in process to decrease wait times and increase customer satisfaction.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Enforced policies and procedures to increase efficiency.
• Developed and maintained positive relationships with guests for satisfaction.
• Trained new staff members in customer service techniques and hotel operations.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Stored guest valuables in safe and individual boxes for security.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Coordinated with vendors for repair and maintenance of hotel.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Promoted hotel brand's loyalty program via social media, email and direct mail.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Prepared reports on guest satisfaction levels and other metrics.
• Monitored staff performance and provided feedback and guidance.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Kept accounts in balance and ran daily reports to verify totals.

• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Supervised team of front desk agents and helped to resolve issues arising during shifts.
• Greeted and assisted guests by gathering information pertaining to reservations or requests.
• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used coordination and planning skills to achieve results according to schedule.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Exceeded goals through effective task prioritization and great work ethic.
• Collaborated with all departments to achieve customer complete satisfaction.
• Oversaw day-to-day operations of 1338 room hotel with staff of 500employees.
• Established and upheld high standards, promoting great customer service and assistance to guests.
• Evaluated and promptly resolved lodging facility operational issues.
• Oversaw day-to-day operations of Number-room hotel with staff of Number employees.
• Solicited and reviewed guest feedback and promptly resolved complaints.
• Implemented successful strategies to increase customer satisfaction.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Fostered safe lodging environment with reliable and effective security services.

• Recorded incident reports with detailed accounts of occurrences.
• Oversaw team of security officers and managed scheduling and performance evaluations.
• Conducted regular patrols of facility to detect and deter security threats.
• Prepared and submitted reports to keep management informed of security activities and developments.
• Monitored alarm systems and CCTV footage to enable prompt attention and response.
• Supervised and evaluated security staff performance to determine compliance with safety regulations.
• Monitored and approved access control systems for accessibility to authorized personnel.
• Coordinated with security personnel or other departments to establish safety of visitors and staff.
• Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
• Collaborated with management to develop security policies and procedures.
• Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
• Developed and implemented strategies to prevent and respond to security incidents.
• Analyzed and investigated incidents alongside functional management and security supervisors.
• Responded swiftly to security incidents and effectively resolved security issues.
• Kept team compliant with security protocols and appearance standards.
• Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
• Supervised team of 15 security personnel during shift.

• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Greeted and assisted guests by gathering information pertaining to reservations or requests.
• Provided exceptional service and assistance to guests upon check-in.
• Monitored and evaluated performance of personnel to confirm compliance with standards.
• Increased customer service ratings through personable service.
• Provided services efficiently and with high level of accuracy.
• Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.
• Established and upheld high standards, promoting great customer service and assistance to guests.
• Oversaw day-to-day operations of Number-room hotel with staff of Number employees.
• Implemented successful strategies to increase customer satisfaction.
• Solicited and reviewed guest feedback and promptly resolved complaints.
• Fostered safe lodging environment with reliable and effective security services.

• Kept team compliant with security protocols and appearance standards.
• Investigated incidents and wrote reports.
• Oversaw team of security officers and managed scheduling and performance evaluations.
• Conducted drills to keep security staff on alert and proficient with established plans.
• Developed improved training methods with focus on public safety and officer awareness.
• Served as liaison with public officials, company negotiators and other departments to maintain big picture understanding of security needs covering all corporate assets.
• Optimized security programs, administrative functions, business management and inventory control by enhancing planning and allocation of resources.
• Submitted documentation for weekly payroll, managed schedules, and enforced policies.
• Verified excellence in regards to security programs, strategies and plans within fast-paced and high-risk environments.
• Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
• Completed vulnerability scans to identify at-risk systems and remediate issues.
• Outlined and maintained security patching schedule to efficiently address ongoing system issues.
• Managed security policies and procedures to promote safety and security of personnel and assets.
• Established and maintained close working relationships with local law enforcement officers.
• Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies, and plans.
• Responded swiftly to security incidents and effectively resolved security issues.
• Collaborated with senior management to develop and implement strategies to mitigate security risks.
• Monitored and maintained CCTV and access control systems to protect personnel and assets.
• Conducted regular security audits and assessments to identify potential security risks and vulnerabilities.
• Investigated and resolved security breaches to protect organization and corporate assets.
• Developed and maintained emergency response plans to promote fast and effective action during crises.
• Supervised team of 14 security personnel during shift.
• Coordinated protective service operations with other emergency response agencies.

• Recorded incident reports with detailed accounts of occurrences.
• Oversaw team of security officers and managed scheduling and performance evaluations.
• Conducted regular patrols of facility to detect and deter security threats.
• Prepared and submitted reports to keep management informed of security activities and developments.
• Monitored alarm systems and CCTV footage to enable prompt attention and response.
• Supervised and evaluated security staff performance to determine compliance with safety regulations.
• Monitored and approved access control systems for accessibility to authorized personnel.
• Coordinated with security personnel or other departments to establish safety of visitors and staff.
• Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
• Collaborated with management to develop security policies and procedures.
• Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
• Developed and implemented strategies to prevent and respond to security incidents.
• Analyzed and investigated incidents alongside functional management and security supervisors.
• Responded swiftly to security incidents and effectively resolved security issues.
• Kept team compliant with security protocols and appearance standards.
• Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
• Supervised team of 10 security personnel during shift.
• Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies, and plans.
• Developed and maintained emergency response plans to promote fast and effective action during crises.
• Conducted regular security audits and assessments to identify potential security risks and vulnerabilities.
• Collaborated with senior management to develop and implement strategies to mitigate security risks.
• Evaluated security systems and procedures to identify areas for improvement.
• Delivered regular security awareness programs to educate personnel on security measures and protocols.
• Implemented comprehensive security plans to provide highest levels of protection for facilities.
• Investigated and resolved security breaches to protect organization and corporate assets.
• Analyzed security threats and risks and developed mitigation strategies to reduce potential losses.
• Established and maintained close working relationships with local law enforcement officers.
• Coordinated protective service operations with other emergency response agencies.

• Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
• Conducted regular patrols of key areas to spot and control security concerns.
• Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
• Acted quickly during emergency situations to reduce opportunity for damage and injury.
• Reported suspicious activities and persons to law enforcement.
• Checked and verified photo identification prior to granting facility access.
• Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
• Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
• Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
• Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
• Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
• Screened individuals and prevented passage of prohibited articles into restricted areas.
• Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
• Regulated vehicle and pedestrian traffic onto building grounds.
• Responded quickly to emergency situations to assess and deflect issues.
• Secured premises and personnel by patrolling property and monitoring surveillance equipment.
• Worked independently and collaboratively to resolve urgent issues to protect lives and property.
• Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
• Inspected and adjusted security systems, equipment and machinery to maximize coverage of parking lots and building interior and exterior.
• Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
• Responded quickly to incidents and assessed active situations for security concerns.
• Completed full building and grounds patrols to spot and investigate concerns.
• Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
• Interacted assertively but non-confrontationally with personnel and general public.
• Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
• Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.
• Analyzed and produced course-of-action reports and escalated issues outside scope of expertise to management.