Warren Frederick
Pembroke Pines,FL
Summary
Hotel Operations Professional | 6 Years of Experience
- Front Office / Guest Relations / Night Audit
Awards: Ritz-Carlton South Beach Five Star Winner of 3rd Quarter 2023
Overview
5
5
years of professional experience
Work History
Night Auditor
Fairfield Inn & Suites By Marriott
Pembroke Pines, FL
03.2026 - Current
- FOSSE & Agilysys PMS
- Managed nightly operations, ensuring accurate guest billing and financial reporting.
- Logged wake-up call requests.
- Conducted with maintenance/houseman to ensure cleanliness and hotel operations.
- Set up coffee station before breakfast attendant arrival.
- Generated and completed daily General Manager reports and corporate reports.
- Cleared out guest balances and any open folios.
- Reviewed checklist on daily basis and planned shift accordingly.
- Performed regular property walkthroughs during the night shift, addressing any safety hazards or cleanliness concerns.
- Solved billing issues.
- Maintained strong relationships with returning guests.
- Took over AM/PM shifts.
Front Desk Supervisor
Springhill Suites By Marriott Fort Lauderdale Airport & Cruise Port
Dania Beach, FL
03.2025 - 03.2026
- FOSSE PMS
- Started as Front Desk Lead, promoted to supervisory position.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Monitored and coached over 12 front desk agents to enhance skills with hotel procedures, performance strategies, and effective problem solving.
- Responsible for airport and cruise port operations and drivers.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Monitored GSS (guestVoices)
- Collected room deposits, fees, and payments.
- Monitored inventory levels of supplies and placed orders to maintain operational efficiency.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- GXP - Guest eXperience Platform
- Communicated regularly with Assistant General Manager and General Manager on front desk performance, identifying areas for improvement or growth opportunities.
- TA Connections
- Taskforce at Residence Inn Fort Myers Sanibel
- DayUse / Resort Pass
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Scheduled and assigned daily work and activities for team members.
Guest Relations Agent
Four Seasons Hotel and Residences
Fort Lauderdale, FL
09.2024 - 03.2025
- Opera PMS
- Rooms Controller - Handled room assignments thoughtfully, accommodating special requests and preferences.
- Teams - Microsoft Office
- Upheld hotel policies and procedures
- Assisted with luggage handling, valet services and concierge services.
- Knowledgeable with HotSOS and Key (concierge platform)
- Billing
- Scheduled and confirmed restaurant reservations for guests.
- Handled influencers and celebrities - Worked closely with VIP guests with high degree of respect for privacy.
- Managed high-pressure situations effectively, ensuring minimal impact on guest satisfaction levels.
- Phone calls/requests
- Worked closely with Housekeeping with room readiness, upgrades, and guest preferences
- Lobby Concierge - Maintained front desk's concierge book to provide visitors with access to relevant local information.
Guest Relations Coordinator
The Ritz-Carlton, South Beach
Miami Beach, FL
08.2023 - 09.2024
- Celebration Room Decorations (birthday, anniversary, babymoon, etc.)
- Marriott Bonvoy Elite Tiers appreciation deliveries
- Daily Activation including champagne cart and alcoholic gelatos by Quore
- Handle Ambassador, VIP, and High Rate arriving guests
- Lobby Activations - celebrating all holidays with guests
- Managed inventory and team
- Advanced in “WOW” stories, creating guests for life (SV #1)
- Pop-up Amenities
- GXP - pre-arrival cases
- Communicate guest needs through phone call or email
- Coordinated special events and VIP/ownership services to create memorable stays for guests
- Floral deliveries
Guest Experience Expert
The Ritz-Carlton, South Beach
Miami Beach, FL
07.2022 - 08.2023
- Opera PMS
- The Gold Standards & Community Footprints
- Support daily goals: Credo, Service Values (12), 3 Steps of Service, Employee Promise, Motto
- Lead by example with team by following all hotel standards
- Knowledgeable of Marriott Bonvoy/Elite Tiers
- Night Audit
- Enhanced guest satisfaction through genuine and care
- CTQ - Commitment to Quality
- Resolved billing questions and concerns
- Upsells
- Familiar with Key Success Factors
- Front Desk / PBX
- GXP - Guest eXperience Platform
- Givex - gift cards
- Understand security policies and procedures, confidential information
- Responsible for meeting guest expectations and immediately own and solve issues
Front Desk Agent/Night Auditor
Fairfield Inn & Suites By Marriott
Pembroke Pines, FL
05.2021 - 07.2022
- FOSSE PMS
- Night Audit, AM/PM shifts
- Enhanced team productivity by effectively delegating tasks and setting priorities for the overnight crew.
- Managed guest check-ins and check-outs, ensuring accurate billing and prompt service.
- Checklist
- Conducted with maintenance/houseman to ensure cleanliness and hotel operations
- Supported morning crew/breakfast employees
- Solved billing issues
- Resolved guest inquiries and complaints, enhancing overall satisfaction and loyalty.
- Trained new front desk staff on operational procedures and customer service standards.
- Ensured a safe working environment by conducting regular safety audits and addressing potential hazards promptly.
- Supervised personnel working overnights, AM/PM shifts in Fairfield Downtown Las Olas and Springhill Miramar area to support safe operation and maximize productivity efficiencies
- Work directly with Front Office Manager and General Manager
Education
Bachelor of Science - Hospitality Administration And Management
Florida International University
Miami, FLAssociate of Science - Hospitality Administration And Management
Broward College
Davie, FLHigh School Diploma -
Pembroke Pines Charter High School
Pembroke Pines, FL2020
Skills
- Detailed-Oriented
- Expert Communicator
- Professional Customer Service
- Team Building
- Analytical
- Leadership / Management
- Empathetic
- Organizational Skills
- FOSSE PMS / Agilysys PMS / Opera PMS / Microsoft Office
- Problem-Solving Skills
Languages
English
Native or Bilingual
American Sign Language
Professional Working
Timeline
Night Auditor
Fairfield Inn & Suites By Marriott
03.2026 - Current
Front Desk Supervisor
Springhill Suites By Marriott Fort Lauderdale Airport & Cruise Port
03.2025 - 03.2026
Guest Relations Agent
Four Seasons Hotel and Residences
09.2024 - 03.2025
Guest Relations Coordinator
The Ritz-Carlton, South Beach
08.2023 - 09.2024
Guest Experience Expert
The Ritz-Carlton, South Beach
07.2022 - 08.2023
Front Desk Agent/Night Auditor
Fairfield Inn & Suites By Marriott
05.2021 - 07.2022
Associate of Science - Hospitality Administration And Management
Broward College
High School Diploma -
Pembroke Pines Charter High School
Bachelor of Science - Hospitality Administration And Management
Florida International University