TORY CRISS
Seattle
Summary
I have an extensive background in customer service and guest relations which spans 20+ years and has included food and beverage, retail (10+ years at multiple Barnes & Noble Bookstores as a bookseller and as management prior to working at hotels) and most recently, hospitality. I enjoy meeting new people and being part of a team that works together to find solutions to new problems each day. My calm demeanor and candid approach has earned me the trust and respect of my work colleagues at each of the diverse properties I have been fortunate enough to work at. I am looking for new challenges and ways to showcase my skills and abilities. Thank you for your time.
Overview
9
9
years of professional experience
Work History
Front Office Manager
Pan Pacific Hotel
03.2022 - 12.2024
- Hired as the Guest Services Manager and was then promoted to Front Office Manager after 2 years
- Overseeing the daily operations of the Front Desk department and Welcome Ambassador team
- Primary liaison between guests, employees and managers
- Work alongside peer managers from all departments to create the best guest experience possible and find solutions to shared problems
- Interviewed and hired new employees that have been positive additions to the team and culture
- Jumped in to help other departments during times of low staffing issues (housekeeping in summertime)
- Reach and establish relationships with VIPs and repeat corporate account guests
Interim Assistant Hotel Manager
Rambler Motel
12.2021 - 02.2022
- Partnering with the General Manager to help support the refocus of the team at the Rambler Motel (114 rooms)
- Helping to oversee daily operations of all departments due to shortages in staffing and management
- Quickly learned the new property and using what I've learned from each unique property to jump right in and help the team in anyway possible
- Performing daily tasks, improving team efficiency and focusing on hospitality service
Interim General Manager
Bellanca Hotel
09.2021 - 12.2021
- Oversaw hotel operations and assumed all responsibilities at the Bellanca Hotel (39 rooms) while current GM was out on maternity leave
- Worked closely with Food & Beverage Director to ensure that the total hotel guest experience was exceptional when dining at our restaurant, The Naughty Fox
- Managed team of 21 employees, overseeing hiring, training, and professional growth of employees
- Oversaw and helped out in housekeeping department on multiple occasions making beds and cleaning rooms due to staffing shortages on the island
General Manager
Heat Hotel
01.2020 - 08.2021
- Relocated from San Diego to take the promotion of GM at our boutique Heat Hotel (29 rooms, 12 boat slips) and Heat Bar
- Brought over and instilled the culture of excellent guest service and EDS brand loyalty that I had learned at Tower 23 Hotel
- Managed through the Covid-19 pandemic just 3 months after taking over, furloughing and laying off most employees and running a skeleton crew until reservations began to pick up again and then quickly had to rehire and rebuild
- I ensured that the staff followed company Covid-19 measures and guidelines and took all necessary precautions to keep themselves and our guests safe (despite the relaxed approach of the Arizona Department of Health)
- Worked closely with our company's Head Operations Manager on overseeing multiple construction and upgrade projects, including adding on 4 more additional suites to the property and the remodeling of all guest room bathrooms
- Hired and supported new Operations and Housekeeping supervisors that did an amazing job turning their departments around and maximizing hours and managing supplies
- Managed team of 30 employees, overseeing hiring, training, and professional growth of employees
- Oversaw fixing any maintenance issues with the privately owned condos that were also located on the property that we managed
- Managed payroll, submitted invoices in a timely manner and was in charge of all purchasing/budgeting for the property
- Broke multiple property monthly revenue records in late 2020 (Sept-Nov) and throughout 2021 (Apr-Aug)
Front Desk Supervisor
Tower 23 Hotel
05.2016 - 01.2020
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Skills
- Interpersonal Communication
- Great customer service
- Multitasking abilities
- Flexible & Adaptable
- Patience
- Problem solving skills
Timeline
Front Office Manager
Pan Pacific Hotel
03.2022 - 12.2024
Interim Assistant Hotel Manager
Rambler Motel
12.2021 - 02.2022
Interim General Manager
Bellanca Hotel
09.2021 - 12.2021
General Manager
Heat Hotel
01.2020 - 08.2021
Front Desk Supervisor
Tower 23 Hotel
05.2016 - 01.2020
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