MICHAEL DWYER
New Orleans,USA
Summary
Proven expertise in guest services within Marriott Courtyard and Marriott Autograph Collection hotels demonstrates a strong commitment to enhancing guest and employee relations. Proficient in hotel accounting and dedicated to elevating hospitality service standards, a solid track record includes roles from Front Office Guest Agent to Front Office Manager, featuring the successful launch of a new hotel. A demonstrated ability to boost team performance and guest satisfaction through effective oversight and property management systems reflects a dynamic approach to operational excellence. Comprehensive training in Marriott's Front Office programs ensures adherence to industry-leading standards, driving exceptional customer experiences.
Overview
10
10
years of professional experience
Work History
Front Office Pre Opening and Opening Manager
Trilogy By Marriott Autograph Collection
Huntsville, Alabama
04.2025 - Current
- Highly Skilled at the use of the OPERA PMS used at Marriott Hotels
- Trained all Front Desk Agents on the use of OPERA to effectively serve hotel guests
- Worked and trained staff that served as Night Audit
- Set up continuous training on systems to assure proper guest service
- AWARDED MARRIOTT'S O&T Award ( Opening & Transition Award ) For opening excellence of the Trilogy Autograph Collection Hotel.
Front Office Manager
Queen & Crescent Hotel
New Orleans, LA
02.2023 - 04.2025
- Streamlined guest comprehension of check-in procedures to optimize access to hotel amenities.
- Designed and executed training programs for front office agents to enhance effective utilization of Opera PMS.
- Facilitated structured interviews and comprehensive assessments to evaluate candidate qualifications and role suitability.
- Optimized property management processes through advanced expertise in Opera PMS.
- Facilitated comprehensive training and mentorship for bell team members to enhance service excellence standards.
- Facilitated training sessions for night auditors to enhance operational efficiency.
Hotel Guest Valet Parking Manager
Q&C Hotel Marriott Autograph Collection
New Orleans, LA
08.2021 - 04.2023
- Coordinated daily valet parking service operations, focusing on effective task assignment and scheduling.
- Executed machine and equipment operations to support team productivity and workflow.
- Fostered a high-performance culture within the team to achieve exceptional service standards and exceed targets.
- Facilitated prompt parking and retrieval of guest vehicles, enhancing overall guest experience.
- Facilitated smooth and professional management of VIP arrivals and departures to enhance guest satisfaction.
Hotel Guest Service Agent 1
Courtyard by Marriott
New Orleans , LA
08.2019 - 04.2021
- Welcomed arriving hotel guests and facilitated check-in and registration procedures.
- Facilitated issuance of room key cards and communicated available hotel services to guests.
- Managed comprehensive reservation systems for restaurants and attractions, prioritizing guest satisfaction.
- Supported onboarding process for new front desk agents to ensure operational efficiency.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Maintained high level of professionalism and discretion when dealing with guests.
- Handled customer complaints to satisfy and retain guests.
Valet Supervisor
CPS Inc. Hotel Division
New Orleans, LA
09.2016 - 04.2019
- Facilitated customer interactions by greeting clients and managing vehicle keys for parking.
- Managed valet shift scheduling to optimize coverage during peak hours and special events.
- Ensured compliance by validating identification documents from drivers prior to vehicle release.
- Oversaw inventory management processes to ensure availability of essential supplies.
- Documented vehicle damages to mitigate risk exposure and potential lawsuits.
Education
Bachelor of Arts - Tourism and Hotel Management
University of New Orleans
New Orleans, LA05-2018
High School Diploma -
Jesuit High School of New Orleans
New Orleans, LA01-2014
Skills
- Payroll management
- Budgeting and financial management
- Staff supervision
- Scheduling expertise
- Teamwork
- Customer service management
Timeline
Front Office Pre Opening and Opening Manager
Trilogy By Marriott Autograph Collection
04.2025 - Current
Front Office Manager
Queen & Crescent Hotel
02.2023 - 04.2025
Hotel Guest Valet Parking Manager
Q&C Hotel Marriott Autograph Collection
08.2021 - 04.2023
Hotel Guest Service Agent 1
Courtyard by Marriott
08.2019 - 04.2021
Valet Supervisor
CPS Inc. Hotel Division
09.2016 - 04.2019
Bachelor of Arts - Tourism and Hotel Management
University of New Orleans
High School Diploma -
Jesuit High School of New Orleans