Kyle F. Lawrence
Philadelphia
Summary
Dedicated Hospitality Professional with years of successful experience in Hospitality as well as Sales. Proven track record in delivering exceptional guest experiences and managing a high-performing team. Seeking the position of Assistant Director of Front Office to utilize skills in leadership, guest relations, and operational excellence to enhance the hotel's reputation and drive guest satisfaction.
Overview
6
6
years of professional experience
Work History
Assistant Front Office Manager
Marriott International
10.2024 - Current
- Acted as Department Head in absence of Director of Front Office.
- Served as Hiring Manager for the Front Office Department.
- Analyzed and critique Profit and Loss statement monthly to identify areas of opportunity.
- Created action plans and incentive programs to increase associate engagement and performance.
- Directed teams of both managers and associates to achieve target metrics and increase guest satisfaction.
Guest Relations Manager
Concord Hospitality Enterprises
12.2022 - 10.2024
- Managed the daily operations of all Front Office Functions including Front Desk, Concierge, Marketplace/Gift Shop, Hotel Shuttle Vans, Bellman, and Night Audit.
- Provided high level interdepartmental communication to other hotel leaders to ensure consistency of vision and direction across the property.
- Lead the service culture of the hotel to increase guest satisfaction and maintain a positive work environment.
- Interviewed job-seeking candidates to expand headcount to match business levels.
- Analyzed departmental issues to implement training procedures to overcome challenges and prevent reoccurring issues.
Front Desk Supervisor
Concord Hospitality Enterprises
01.2022 - 12.2022
- Work closely with sales team to prepare all needs for contracted groups and events.
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored new staff, fostering a collaborative team environment.
Front Desk Agent
Concord Hospitality Enterprises
07.2021 - 01.2022
- Manage reservations and guest accounts in the hotel system to ensure zero operation errors.
- Endear myself to guests and provide customer service to establish rapport to create lasting business relations.
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
Corporate Trainer
International Business Concepts
12.2019 - 04.2021
- Created accounts for customers to bolster company profits.
- Utilized negotiation and sales techniques to acquire new customers.
- Trained and managed teams of multiple people to help grow company headcount.
- Conducted countless meetings and clinics to push growth and development for individuals.
- Interviewed many job seeking candidates to find the best fits for the company.
Education
Wake Technical Community College
Raleigh, NCSkills
- Sales
- Customer Service
- Public Speaking
- Hospitality Management
- Front Office Management
- Marriott Full-Service Property Management System (FSPMS)
- Microsoft Office Suite
- Organization
- Sertifi Systems
- MARSHA Reservations System
- Salesforce
- Staff training and development
Timeline
Assistant Front Office Manager
Marriott International
10.2024 - Current
Guest Relations Manager
Concord Hospitality Enterprises
12.2022 - 10.2024
Front Desk Supervisor
Concord Hospitality Enterprises
01.2022 - 12.2022
Front Desk Agent
Concord Hospitality Enterprises
07.2021 - 01.2022
Corporate Trainer
International Business Concepts
12.2019 - 04.2021
Wake Technical Community College
HONOR AWARDS
- 2023 Manager of the Year Award, Raleigh Marriott Crabtree Valley
- 2023 Manager of the Quarter, Q2, Raleigh Marriott Crabtree Valley