William Nixon
Hospitality Manager
Jacksonville,FL
Summary
Accomplished Front Desk Manager at Holiday Inn Ballantyne, adept in reservations management and customer service, significantly enhancing guest satisfaction and retention. Skilled in employee training and conflict management, ensuring operational excellence and team efficiency. Proven track record in improving service delivery by implementing strategic planning and process improvement initiatives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Holiday Inn Ballantyne
06.2023 - 04.2024
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Checked guests in out of hotel, made reservations, and processed payments.
- Resolved guest complaints by addressing issues with rooms promptly.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Kept accounts in balance and ran daily reports to verify totals.
Night Auditor
Renniascance
06.2015 - 06.2023
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Kept accounts in balance and ran daily reports to verify totals.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Entered and updated sensitive customer information during check-ins and room changes.
- Generated and printed daily financial reports to track hotel performance.
Skills
- Reservations Management
- VIP guest relations
- Customer Service
- Inventory Oversight
- Employee Training
- Quality Assurance
- Team building and supervision
- Team Training
- Safety and security procedures
- Daily Reporting
- Process Improvement
- Revenue management
- Strategic Planning
- Shift Scheduling
- POS System Operation
- Time Management
- Guest Relations
- Problem-Solving
- Conflict Management
- Property Tours
- Housekeeping
- Hospitality Management
- Guest Services
Certification
- First Aid and CPR certified, Cintas - 2024=2026
Timeline
Front Desk Manager
Holiday Inn Ballantyne
06.2023 - 04.2024
Night Auditor
Renniascance
06.2015 - 06.2023
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