Darius W. Ennis
Front Desk Manager, Downtown full service hotels
Denver, CO · (501) 555 0114 · name@example.com · linkedin.com/in/dariuswennis
Key Qualifications
EXPERIENCE
Nine years in hotel front desk operations, six leading agents and supervisors
INDUSTRIES
Downtown full service hotels, convention and group business, urban select service
SPECIALTIES
Arrival flow, guest recovery, front desk upselling, night audit oversight
SYSTEMS
Opera Cloud, Micros Simphony charge posting, Quore, Kipsu, ADP Workforce Now
CREDENTIALS
Certified Hospitality Supervisor and Certified Guest Service Professional
EDUCATION
Bachelor of Science in hospitality management, Metropolitan State University of Denver
Results at a Glance
19%
Eligible arrivals
61,000
Folios after rebuilding
58%
Percent by fixing
Executive Summary
Front desk manager with nine years in downtown full service hotels and six of them leading a desk team. Runs arrival and departure flow for a 412 room property that averages 84 percent occupancy, owns the desk upsell program, and keeps folio accuracy and loyalty enrollment ahead of brand standards each quarter.
Signature Achievements
- Grew front desk upsell revenue from 41,000 dollars to 128,000 dollars a year by scripting three room type offers and reading results aloud at every shift huddle.
- Raised loyalty program enrollment at check in from 19 percent of eligible arrivals to 34 percent across four quarters.
- Cut average check in time from six minutes to three minutes twenty seconds during the heaviest arrival window by pre keying group blocks the night before.
- Moved the arrival experience question on the brand guest satisfaction survey from 8.1 to 9.0 in 18 months.
- Closed the year with two credit card chargebacks against 61,000 folios after rebuilding authorization and signature capture at the desk.
- Reduced desk agent turnover from 58 percent to 24 percent by fixing schedules two weeks out and cross training six agents on night audit.
Professional Experience
Front Desk Manager
Cherry Creek Grand Hotel, Denver, CO 2021 to present
412 room convention hotel, desk team of 16 agents and 3 supervisors covering three shifts
- Own arrival and departure for up to 260 check ins a day, including group blocks of 150 rooms alongside walk in demand.
- Build the desk schedule against the arrival curve rather than flat coverage, holding front desk labor at 0.19 hours per occupied room without overtime.
- Run a daily standup on brand standards, rate integrity and the day's upsell target, then audit 20 folios a night for posting accuracy.
- Resolve escalated guest complaints with a 250 dollar approval limit and settle nine of ten cases before the guest departs.
- Chair the quarterly brand standards self audit for the desk and closed the last two with no findings.
Front Desk Supervisor
Union Station Suites, Denver, CO 2018 to 2021
188 room select service hotel serving corporate transient and weekend leisure guests
- Supervised eight agents on the evening shift and acted as manager on duty after 6 pm.
- Balanced the night audit twice a week, correcting posting errors before revenue reporting closed.
- Trained every new agent on the property management system, key control and cash handling.
Guest Service Agent
Flatiron Crossing Inn, Broomfield, CO 2016 to 2018
126 room limited service property with a heavy weekday corporate account base
- Checked in an average of 70 guests a shift and handled the switchboard for the whole building.
- Held the highest loyalty enrollment rate on the team for seven straight months.
Licensure and Certification
Certified Hospitality Supervisor, American Hotel and Lodging Educational Institute, 2020
Certified Guest Service Professional, American Hotel and Lodging Educational Institute, 2017
Education
Bachelor of Science in hospitality management, Metropolitan State University of Denver, 2016
Core Skills
Front desk scheduling · Guest recovery · Upsell coaching · Night audit review · Opera Cloud · Folio accuracy · Cash and key control · Brand standards audits · Group arrival planning · Agent training