Derek Champen

Experience

• 

  Hilton Hotels & Resorts

  Feb 2017 - Jan 2018

  -Responsible for managing Front Office Operations with exposure to union experience. Also cross trained with Housekeeping Operations -Resolve guest issues in a professional and timely manner-Running Reconciliation and High Balance Reports-Provide necessary training to all Team Members working Front Office Operations, Bell and PBX which includes training employees in OnQ and applying guest services techniques for prompt service - Greet all guests in a professional and courteous manner- Registering/checking guests in and out of their rooms in the biggest full-service hotel in Albany, NY consisting of 385 rooms, while accommodating any special requests.- Knowledge of proper credit, check-cashing, and cash handling policies and procedures.- Refer guests to local dining spots and attractions within the area

  • Assistant Front Office Manager

    Aug 2017 - Jan 2018

  • Front Desk Agent

    Feb 2017 - Aug 2017
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  DoubleTree Suites by Hilton Boston - Cambridge

  Jan 2018 - Jan 2024

  -Responsible for directing Front Office operations while applying guest services techniques for prompt service and making sure team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of the local area-Responsible for handling any guest complaints or contentious issues that cannot be settled directly by front desk staff and can provide a fast solution.-Responsible for scheduling and budgeting payroll in UniFocus-Responsible for recruiting, hiring and training new and current team members of Hilton brands, standards and OnQ software-Involved with bi-weekly SALT meetings with EC, LMS meetings going over budget/forecast and Operations Meetings with General Manager, Director of F&B, Director of Sales & Marketing and Director of Operations regarding daily operations. Show less -Responsible for training front office staff in using OnQ and applying guest services techniques for prompt service-Responsible for handling any guest complaints or contentious issues that cannot be settled directly by front desk staff and can provide a fast solution.-Review arrival list for all arrivals and VIP’s to check room allocations, amenities and special requests.-KIPSU/HotSos/FPG In-Gauge skilled-Analyzing Rate Reports, Rate Override Reports, High Balance and Reconciliation Reports -LMS/ADP/Payroll-Rate & Inventory Management Certified-Analyze trends/scores in SALT while responding to guest comments on the hotel hospitality and execute solutions to guest concerns with Guest Assistance Show less

  • Front Office Manager

    Apr 2021 - Jan 2024

  • Assistant Front Office Manager

    Jan 2018 - Apr 2021