Timothy LeRoyer
Superior,WI
Summary
Hospitality Director with 3 years of management experience, 4 years of hospitality experience, and over 15 years of sales and customer service experience. Well versed in the operation of hospitality, retail, and non-profit management, deeply passionate about customer relations and an expert at conflict resolution, building long-term customer retention, and providing life-long memories to clients and guests.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Director of Guest Services
Superior Shores Resort
09.2021 - Current
- Recruit, hire, develop, and manage up to 15 staff, Guest Service Agents, Night Auditors, Excursion Guides, Summer and Lead Kayak Guides, and Guest Service and Recreation Managers and Supervisors
- Manage and develop SOPs for the Recreation and Front Desk departments
- Inventory Management and Purchasing
- Creation and implementation of policies and procedures
- Guest Satisfaction, de-escalation, and retention
- Manager on Duty responsibilities
- Responsible for all Accounting communications for resort
- Responsible for all Accounting within Guest Service Department
- Liaison for partial and full owners of units within Resort
- Responsible for real estate management and coordination with realtors and current owners
- Payroll processing and approval for department
- Scheduling
- Served on Board of resort HOA
- Responsible for Guest Reviews, followup communication, and retention
- Certified in Forbes International Service Standards
- Responsible for updating resort policies and procedures to update standards to meet Forbes Service Standards, implementation, and staff development
- Assisted in multiple departments, so am trained in housekeeping, light maintenance, room inspection, etc
- Report directly to owner
- Perform and lead multiple weekly and monthly meetings with fellow managers, directors, and staff.
Senior Service Representative
Wayfair
09.2019 - 09.2021
- Worked with customers to identify problems with their order/product, troubleshoot resolutions, de-escalate as needed, and retain their business when they had a bad experience
- Learned a great deal about communication, conflict management, and about the various products and home goods available
- Developed knowledge about home renovation, design, plumbing, electrical, etc.
Catechetical Leader
All Saints Parish
06.2018 - 08.2019
- Planned and facilitated events, curriculum planning, coordinated teams of volunteers, operated under a budget, helped run retreats, and worked with children, youth, and adults to further the vision of the parish
- Assisted in running the children's ministry program, which included Religious Education and Children's Mass, assisted with Confirmation Prep and retreats, and ran the Young Adult group, RCIA, and Adult ministry programs such as Bible Studies, prayer groups, etc
- Also operated as the staff liaison to the Traditional Latin Mass Society.
Teaching Assistant (TA)
Corning Painted Post School District
10.2017 - 06.2018
- Worked as a Teaching Assistant in the AIS, or assisted learning, classroom
- Provided 1 on 1 tutoring, led small group tutoring, tested and graded students, lesson planned, and did in-class tutoring
- Helped students who were behind in English and Math get back up to grade level, as well as worked with them on behavior and social improvements.
Guest Service Representative
Radisson Hotel
06.2016 - 06.2018
- Responsible for billing, customer service, limited hotel management, and concierge duties.
Education
Associate's degree - Liberal Arts & Sciences
Corning Community College
Corning, NY01.2017
High School Diploma -
Southside High School
Elmira, NY01.2004
Skills
- Organizational skills
- Microsoft office
- Hotel Management
- Interviewing and Hiring
- Policy and Procedures
- Hotel Operations
- Conflict Management
- Payroll
- Night Audit
- Administrative Experience
- Budgeting
- Purchasing
- Accounting
- Customer Rapport
- Guest Services Agent Training
- Guest Inquiry Resolution
- Account Management
Certification
Forbes International Service Standards, 08/2023
Additional Information
Microsoft Office (7 years), Customer Service (10+ years), Management (3 years), Education (3 years), Marketing, retail sales (6 years), Teaching (3 years), Organizational Skills
Timeline
Director of Guest Services
Superior Shores Resort
09.2021 - Current
Senior Service Representative
Wayfair
09.2019 - 09.2021
Catechetical Leader
All Saints Parish
06.2018 - 08.2019
Teaching Assistant (TA)
Corning Painted Post School District
10.2017 - 06.2018
Guest Service Representative
Radisson Hotel
06.2016 - 06.2018
Associate's degree - Liberal Arts & Sciences
Corning Community College
High School Diploma -
Southside High School
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