Byron Ross

• Overnight Manager on Duty
• Oversaw overnight audit team, 'At Your Service' team, and Bell service
• Managed the overnight Front Office and Guest Service operations
• Ensured nightly auditing tasks were completed efficiently and promptly (FSPMS, Unicorn, room revenue postings, outlet distribution, market statistics)
• Resolved all guest-impact opportunities to a satisfactory outcome
• Worked hand-in-hand with the overnight security department to ensure guest safety through monthly safety training programs
• Responsible for hiring, training and developing for overnight team members to align with hotel and Marriott brand standards
• Completed nightly reports and opening day reports to appropriate email distributions

• Managed the daily Front Office and Guest Service operations (including front desk, Bell service, and Lobby Ambassador service)
• Competed daily trainings for front office team including Forbes audits and Marriott brand standards
• Oversaw reconciliation of all guest-impact challenges and opportunities (including weekly follow-up via email/phone)
• Responsible for recruitment, on-boarding and training of new team members
• Oversaw 'At Your Service'-All Request call center
• Assisted with managing all overnight operations (Night Audit, In-Room Dining, Housekeeping service, Valet)
• Reconciled payment/credit card/cash discrepancies
• Represented the Front Office during professional Pre-conference events
• Conducted monthly Front Office safety training meetings
• Responsible for labor and expense budgets (with monthly expense reduction plan)
• Responsible for daily hotel newsletter for all hotel team members and above-property administrators.

• Assisted General Manager in day-to-day operations
• Received, resolved and/or assisted General Manager in resolving guest complaints
• Assigned duties to Department Heads and observed performances
• Provided training to Department Heads
• Assisted in recruiting, onboarding and training new team members
• Reviewed all team member performances (including coaching, positive rewarding, disciplinary, and separation)
• Monitored & responded to guest feedback on Trip Advisor, Expedia, Google Business, OTAs, Medallia
• Responsible for promoting special events through online Facebook presence
• Edited, approved and submitted hotel's weekly payroll to corporate team
• Maintained accurate records including cash flow sheets, AR Aging, Direct Billing
• Responsible for AP invoices processing
• Submitted Month-End reporting including F&B and Housekeeping inventories, safe counts, and revenue reports
• Covered shifts in all departments and performed room inspections
• On-call 24/7 to respond to any guest or employee emergencies
• Adhered to all franchise and company procedures and regulations and all SOPs
• Ensured full compliance to hotel operating controls and Hilton brand service standards.

• Responsible for weekly desk team schedules and all shift coverage
• Monitored for all team member brand training updates and certifications
• Strategized with General Manager to maintain excellent service scores
• Monitored guest comment cards and SALT feedback and took appropriate corrective actions on a timely basis
• Responsible for confirming and monitoring all sales and event reservations
• Invoicing, collecting and payment posting for all AR accounts
• Made daily bank deposits
• Ensured approved uniform standards were followed by all team members
• Assisted Executive Housekeeper with room inspections and monthly inventory counts
• Assisted GM with counting and ordering of complimentary food and beverage inventory
• Counted and ordered market inventory for Suite Shop sale.

• Developed and controlled property revenue and expense budgets to include monthly inventories and P&Ls including ordered and receive goods
• Reviewed and approved property payroll
• Processed all property invoices
• Authorized all direct bill accounts and monitored collections with Front Office Manager
• Maintained relationships with vendors
• Supervised management process with Sales Director to meet monthly and quarterly sales and revenue goals
• Supervised weekly strategy call with brand revenue manager and Sales Director
• Reviewed and approved all food & beverage, and guestroom inventory orders
• Submitted monthly ADR and Occ forecasts to corporate revenue director
• Hired all office, housekeeping and maintenance team members
• Conducted yearly team member performance evaluations
• Reviewed all team member disciplinary procedures and documentation
• Followed progressive discipline steps, up to and including termination, to correct team member performance deficiencies
• Coached and encouraged positive team member attitude and attentiveness
• Performed weekly strategy meetings with all department heads to determine improvement goals and review guest satisfaction progress
• Responded and followed up to all guest reviews and complaints through online and Medallia feedback
• Inspected room weekly according to quality standards for cleanliness and proper preventative maintenance
• Ensured a viable key control program is in place in all property departments, with documentation
• Followed appropriate cash control procedures
• Made daily bank deposits
• Ensured the security needs of the property residents.

• Responsible for weekly desk team schedules and all shift coverage
• Monitored for all team member brand training updates and certifications
• Strategized with General Manager to maintain excellent service scores
• Monitor guest comment cards and SALT feedback and took appropriate corrective actions on a timely basis
• Responsible for confirming and monitoring all sales and event reservations
• Invoicing, collecting and payment posting for all AR accounts
• Made daily bank deposits
• Ensured approved uniform standards were followed by all team members
• Assisted Executive Housekeeper with room inspections and monthly inventory counts
• Assisted GM with counting and ordering of complimentary food and beverage inventory
• Counted and ordered market inventory for Suite Shop sales
• Responded to requests from General Manager
• Followed-up with GM on a regular basis.

• Completed daily reports (including Property, Maintenance, AR Aging, SALT, and Inventory reports)

• Completed and submitted bi-monthly payroll to corporate office

• Assigned daily housekeeping to room attendants

• Ensured quality of reservations at front desk

• Submitted group requests Director of Sales

• Reserved group bookings

• Trained all new front desk GSAs

• Worked closely with GM to resolve all guest impact and maintenance issues

• All call to ensure all desk shift coverage including Night Audit

• Set up and mingled with guests during afternoon Manager's Reception

• Submitted reporting on feedback by guests during Manager's Reception