Chris Roach

Experience

• 

  Morgans Hotel Group

  Jan 2004 - Jan 2010

  Front Office Director of Hudson Hotel

  Managed and supervised staff of 50 employees (Reception, Concierge, PBX and Bell staff) for 805 room propertyMember of Hotel Executive CommitteeCoordinate front office expenses, work schedules, and payroll to fall below or meet monthly budget Monitored and maintained the front office administrative duties particularly cash handling procedures which resulted in the successful compliance of financial SOPS and lowered monthly accounting discrepanciesProduced and directed Front Office career development program.Devised and implemented a guest problem solving training program to enhance employee recovery skills which resulted in lower adjustments, decreased guest complaints and improved morale Show less

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  Cassa Hotel & Residences at Desires Hotels

  Oct 2010 - Dec 2011

  Director of Rooms/ Front Office Operations

  Oversaw daily operations of 225 room luxury hotel & residential property with emphasis on standards and “Creative & Non Conventional” recovery solutionsReplaced ineffective SOPs in key depts. ( housekeeping, security, Front Office)to improve areas such inventory control and quality cost & AssuranceCreated & implemented new promotional packages including corporate add-ons to generate additional room revenueIntroduced and managed various visual branding projects including uniform redesign and in room product placement Show less

• 

  Sur La Table

  Sept 2012 - Jan 2015

  Sales Leader/ Assistant Store Manager

  Directed operations with key holding responsibility:opened & closed stores: managed staff ranging from 10 to 15 employeesGuided customer needs assessments to identify merchandise & service preferences,consistently driving company's profitabilityDevised & Implemented programs focused on product knowledge,top selling strategies,emerging trends and sales campaigns resulting in 20 to 30 % increase in 2nd and 4th quarter revenuesManage product merchandising through decisive and inventive floor displays resulting in a 50% reduction in overstock inventory.Build & Sustain Store brand & culture in order to facilitate a "guest centric" experience resulting in increased current and future sales Show less

• 

  The Time Hotel Nyack

  Aug 2015 - Jul 2016

  Director of Front Office Operations

  Interviewed and hired opening front office staff for new 133 room lifestyle property in NyackCreated all guest service job descriptions and opening standard operating proceduresRedeveloped and updated current Sabre hotel format creating more effective sale and reservations opportunitiesIntroduced and developed virtual concierge program, in room directory service and amenity program

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  New York Athletic Club

  Jul 2016 - Apr 2020

  Front Of House Manager

  • Created training manual for restaurant POS system introducing upsell methods resulting in a 15%- 20% in room service revenue• Managed amenity and room service operations and organized seating/floor plans for casual and formal dining rooms including private functions and large scale events• Oversaw nightly operations of the Solarium, private rooftop bar including concierge services for members

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  CIVILIAN Hotel

  Apr 2022 - May 2023

  Director Of Front Office Operations