Warren A Frederick
Pembroke Pines,FL
Summary
Professional, positive, and goal-oriented. 3 years of management experience/skills in retail. Assistant Store Manager with extensive customer service and sales experience, store operations and daily goals of meeting our store numbers and percentages. Consistently recognized for hotel and sales performance and excellence in customer service and enthusiastic about using skills to boost sales/revenue and support company success. 3 years of front desk/night auditor experience. Guest Experience Expert with overnight auditor skills, Guest Relations experience, and daily auditing operations. High mission of meeting guests needs with high expectations and with anticipation.
Overview
5
5
years of professional experience
Work History
Guest Experience Expert
The Ritz-Carlton, South Beach
07.2022 - Current
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Surveyed guests to check for areas in need of improvement.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Collected room deposits, fees and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Assisted guests with check-ins, account inquiries and any additional services needed.
Night Auditor
Fairfield Inn & Suites By Marriot
10.2021 - 08.2022
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Answered multi-line phone system and greeted callers enthusiastically.
- Collected room deposits, fees and payments.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
Front Desk Representative
Springhill Suites By Marriott
08.2021 - 03.2022
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Transcribed phone messages and relayed to appropriate personnel.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Entered and updated sensitive customer information during check-ins and room changes.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collected room deposits, fees, and payments.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Internship
Renaissance Hotel
05.2019 - 08.2019
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
- Helped laundry team with folding towels, tablecloths, and bed sheets creating an amazing, efficient team.
- Sorted and organized materials such as physical files, tracking spreadsheets, and reports with HR.
- Worked in kitchen with team, washing dishes and preparing them for upcoming.
- Prepared variety of foods with chef for special events, guests, and meetings.
- Collaborated with housekeeping employees, cleaning rooms and making beds, welcoming upcoming guests to a clean room.
- Completed this major project, painting pipes and stairs on the roof top of the hotel.
- Collaborated with front desk agents, familiarizing front desk operations and procedures.
Assistant Store Manager
Rue21
02.2022 - 08.2022
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Coached and developed store associates through formal and informal interactions.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled scheduling for store shifts to achieve adequate staffing.
Sales Lead Keyholder
Ann Taylor
06.2019 - 10.2021
- Maintained organized, presentable merchandise to drive continuous sales.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
- Help clients with styling, giving recommendations and advice about clothing and accessories.
- Manage our Instagram, styling clients to advertise our merchandise and showing social media our outstanding outfits.
- Know open and closing operations and procedures
- Prepared cash deposits with zero discrepancies.
- Educated customers on promotions to enhance sales.
- Completed orders through DOMs system and organized product deliveries to meet customer timetables.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Greeted each client and asked questions to determine fashion needs.
Sales Associate
Bath & Body Works
04.2021 - 10.2021
- Prepared merchandise for sales floor by pricing or tagging.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Solved customer challenges by offering relevant products and services.
- Provided positive first impressions to welcome existing, new and potential customers.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
Education
Bachelor/Masters of Arts (Honors Program) - Hospitality Administration And Management
Florida International University
Miami, FL06.2024
Associate of Arts - Hospitality Administration & Management
Broward College
Davie, FL12.2022
Skills
- Analytical
- Professionalism
- Detailed-Oriented
- Leadership
- Communication
- Administrative skills
- Initiative-taking
- Customer service orientation
- Organizational skills
- Patience and composure
Languages
American Sign Language
Timeline
Guest Experience Expert
The Ritz-Carlton, South Beach
07.2022 - Current
Assistant Store Manager
Rue21
02.2022 - 08.2022
Night Auditor
Fairfield Inn & Suites By Marriot
10.2021 - 08.2022
Front Desk Representative
Springhill Suites By Marriott
08.2021 - 03.2022
Sales Associate
Bath & Body Works
04.2021 - 10.2021
Sales Lead Keyholder
Ann Taylor
06.2019 - 10.2021
Internship
Renaissance Hotel
05.2019 - 08.2019
Bachelor/Masters of Arts (Honors Program) - Hospitality Administration And Management
Florida International University
Associate of Arts - Hospitality Administration & Management
Broward College
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