Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Brian Ferrigno

Belmont,CA

Summary

Dynamic Guest Services Manager with a proven track record at Shashi Hotel Mountain View, excelling in guest relations and operations management. Skilled in staff training and problem-solving, I enhanced guest satisfaction and streamlined front desk operations, resulting in a supportive team environment. Trained under Forbes standards with the ability to gain results in the form of positive reviews and repeat business.

Overview

11
11
years of professional experience

Work History

Guest Services Manager

Shashi Hotel Mountain View
09.2021 - Current
  • Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
  • Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
  • Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
  • Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
  • Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
  • Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
  • Oversaw lobby operations and concierge services.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
  • Monitored staff training, scheduling and shift changes.
  • Maintained and troubleshot hotel property management systems.
  • Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
  • Implemented procedures and services to improve hotel services and amenities.

Personal Concierge

The Clement Hotel
10.2017 - 03.2020
  • Developed strong rapport with clients through effective communication and a keen understanding of their needs and preferences.
  • Enhanced client satisfaction by providing personalized assistance in various tasks, including travel planning, errands, and scheduling appointments.
  • Contributed to a positive client experience by promptly addressing concerns or requests and providing swift solutions.
  • Adapted quickly to changing client needs and preferences, demonstrating flexibility and versatility in service offerings.
  • Optimized time management skills by multitasking effectively across various responsibilities while maintaining attention to detail.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Handled customer complaints to satisfy and retain guests.

Assistant Manager

Urbean Cafe
10.2014 - 09.2017
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Education

Associate of Arts - Sound Engineering

SAE Expression College
Emeryville, CA

Business

College of San Mateo
San Mateo, CA

Skills

  • Property management systems
  • Staff training and development
  • Guest accommodations
  • Operations management
  • Schedule coordination
  • Exceptional communication
  • Team management
  • Guest relations
  • Guest experiences
  • Customer service
  • Decision-making
  • Hotel management
  • Assignment delegation
  • Time management
  • Problem-solving

Accomplishments

At The Clement Hotel, I was part of the team that was directly evaluated by Forbes to earn the "Forbes 4 Star" rating.


At Shashi Hotel, I was part of the opening team and the first supervisor ultimately assisting with gaining the hotel a 5 star rating across all online platforms.


I have earned 3 promotions at Shashi Hotel Mountain View. Starting at Front Desk Supervisor, on to Assistant Guest Services Manager, to my current position as Guest Services Manager.

Timeline

Guest Services Manager

Shashi Hotel Mountain View
09.2021 - Current

Personal Concierge

The Clement Hotel
10.2017 - 03.2020

Assistant Manager

Urbean Cafe
10.2014 - 09.2017

Associate of Arts - Sound Engineering

SAE Expression College

Business

College of San Mateo

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Brian Ferrigno