Summary
Overview
Work History
Education
Skills
Awards and Accomplishments
Timeline
Generic

Troy Graham

Littleton,CO

Summary

Polite, energetic and accommodating, bringing 15-year background in Hilton Hospitality settings. Accustomed to working with guests, families and VIPs to handle promote satisfaction and brand loyalty. Knowledgeable about handling reservations and accounting functions with little oversight.

Overview

21
21
years of professional experience

Work History

Guest Service Supervisor

Hampton Inn By Hilton
Littleton, CO
02.2022 - Current
  • Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

Guest Service Representative

Hampton Inn / Stonebridge Hospitality
Golden, CO
07.2019 - 02.2022
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.

Front Office Manager

Embassy Suites Hotel and Conference Center
La Vista, NE
03.2017 - 03.2019
  • Directed all day-to-day operations of Front Desk to provide safe and enjoyable guest experience
  • Ensured that guest complaints were handled in the most effective manner possible and that services were offered for hardship cases
  • Managed a team of 20 team members and an Assistant Front Office Manager engaging in delivering high quality assistance to guests and staff 24 hours a day
  • Wrote agendas and notes for upcoming meetings and questions we may have regarding groups and events coming to our property and conference center
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues

Guest Services Assistant Manager

Embassy Suites Hotel and Conference Center
La Vista, NE
06.2014 - 03.2017
  • Input customer data using ONQ software and made consistent reservations
  • Arranged special accommodations for guests, including restaurant reservations, shuttles, tours and providing special personal touches to individual guest needs
  • Provided key administrative support to 20+ coworkers, taking on tasks like check ins and housekeeping assistance during peak times
  • Organized supplies for efficient use based on expected customer needs

Guest Service Representative

Embassy Suites Hotel and Conference Center
La Vista, NE
12.2012 - 06.2014
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting an efficient check-in process
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues
  • Arranged special accommodations for guests, including delivering amenities that were required per standards and occasions unexpected
  • Delivered exceptional services and support to team members and guests, maximizing productivity and customer satisfaction

Team Leader

Build A Bear Workshop
Omaha, NE
11.2012 - 03.2014
  • Encouraged curiosity, exploration and problem-solving with age-appropriate playtime activities during Birthday parties and events
  • Verbally interacted with children and families throughout each day to promote product and a learning experience as well as sell to reach required financial goals
  • Troubleshot and resolved issues with cash registers, card scanners and printers

Front Desk Night Auditor

Hampton Inn
Omaha, NE
03.2010 - 12.2012
  • Performed balance procedures for hotel accounts and resolved discrepancies
  • Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions
  • Volunteered to take on duties and tasks for Front Desk and Housekeeping during peak periods or staff absences

Lead Preschool Teacher

Education Express
La Vista, NE
03.2006 - 03.2010
  • Implemented hands-on, play-based strategies such as games and crafts for experiential learning.
  • Maintained daily records of individual activities, behaviors, meals and naps.
  • Created a theatre workshop for young children. Experiencing imaginative, artful, social and acting skills through play.
  • Led encouraging holiday programs for the children to perform for their families.

Lead Preschool Teacher

Mother Goose Preschool
Council Bluffs, IA
04.2004 - 03.2006
  • Taught children foundational skills such as colors, shapes and letters.
  • Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
  • Created safe, developmentally-appropriate environment for up to 18 children with an assistant at times through implementation of theatrics, storytelling, play and creativity.

Education

High School Diploma - High School

Grinnell High School
Grinnell Iowa
2003

Skills

  • Knowledge of both ONQ and PEP hilton systems
  • Superior Guest Service skills
  • Cheerful and energetic
  • Administrative support
  • CPR/First-aid certified
  • Conflict resolution
  • Supervision & leadership
  • Training & development
  • Relationship building
  • Troubleshooting

Awards and Accomplishments

Acknowledged for receiving the most positive individual mentions in Guest Service Surveys.

Received First Place in Embassy Brand 2016 for Digital Check In Engaging Video Submission.

Received 2014 Teamwork Award for Most Improved Guest Scores.

Created a full weekend successful theatre program for children ages 4 and up.

Timeline

Guest Service Supervisor

Hampton Inn By Hilton
02.2022 - Current

Guest Service Representative

Hampton Inn / Stonebridge Hospitality
07.2019 - 02.2022

Front Office Manager

Embassy Suites Hotel and Conference Center
03.2017 - 03.2019

Guest Services Assistant Manager

Embassy Suites Hotel and Conference Center
06.2014 - 03.2017

Guest Service Representative

Embassy Suites Hotel and Conference Center
12.2012 - 06.2014

Team Leader

Build A Bear Workshop
11.2012 - 03.2014

Front Desk Night Auditor

Hampton Inn
03.2010 - 12.2012

Lead Preschool Teacher

Education Express
03.2006 - 03.2010

Lead Preschool Teacher

Mother Goose Preschool
04.2004 - 03.2006

High School Diploma - High School

Grinnell High School

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