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Summary
Highlights
Accomplishments
Experience
CHAD MOREAU
705 11 Street Apt 9, Miami Beach, FL 33139 | C: 214.477.0441 | chadmoreau@gmail.com
Dedicated manager with proven success in creating game-changing guest experiences
through exceptional service and team member training. Possess in-depth knowledge of all
front office operations, very motivated, passionate about hospitality and always willing to go
above and beyond for my team and for our guests.
Hotel training and development
Team building and motivation
Online reputation management
Effective communicator, excellent
writing skills
Front Desk
Guest Services
Concierge
Reservations
Bell Services
Created and implemented Hotel Front Office training program as well as all training material.
Participated in annual strategic planning meetings and composed many standard operating
procedures. Twice nominated for outstanding hotel employee of the year by the Greater
Miami Hotel Association. Developed team member incentive and recognition programs for
positive reinforcement. Increased Tripadvisor rating through positive mentions and
management responses. Proven commitment to professional growth and promoted twice
with Clevelander and Essex House Hotels.
Apr 2014 to CurrentHotel Training & Development Manager
Clevelander & Essex House Hotels - Miami Beach, FL
Manage Front Office operations in the absence of Rooms Director. Ensure overall guest
satisfaction, address any opportunities and focus on Hotel profitability through room revenue
generation. Oversee cash handling, postings, payments and daily reports. Motivate, coach
and counsel front office team according to company policies and standard operating
procedures. Monitor secret shopper scores and feedback for continuous team growth.
Conduct 30/60/90 day and annual evaluations. Respond to Hotel related social media
reviews. Participate in onboarding and responsible for brand and systems training of all new
hire Front Office staff as well as ongoing training based on assessed needs. System used:
Visual One POS/PMS and all third party OTA extranets.
Apr 2013 to Apr 2014Guest Service Manager
Clevelander & Essex House Hotels - Miami Beach, FL
Assisted Front Office Manager in management of Front Office operations and related areas.
Addressed guest opportunities, ensured correct billing and provided supervision and support
for heart of the house guest service efforts. Provided team members with training and
resources needed to deliver and maintain exceptional guest service through communication
and teamwork.
System used: Visual One POS/PMS
Mar 2011 to Apr 2013Lead Rockstar Concierge
Clevelander & Essex House Hotels - Miami Beach, FL
Personalized South Beach nightlife guru! Created memorable guest experiences and
facilitated special occasion celebrations through guest correspondence, event planning and
Education
exceptional service delivery. System used: Visual One POS/PMS
Jun 2009 to Feb 2011VIP Concierge
W Hotel South Beach - Miami Beach, FL
Welcomed W residents and VIP guests through exclusive check-in experience. Additional
responsibilities included maintaining resident housekeeping schedule, daily reports,
transportation arrangements, restaurant and travel reservations, VIP amenities and all other
special requests. Reported to Director of Residences. Systems used: Galaxy & Lightspeed,
Starguest, GoConcierge
Oct 2006 to May 2009Residential Concierge
W Dallas Victory - Dallas, TX
Provided exceptional service for W Residents and their guests through W branded 'Whatever,
Whenever' philosophy and catered to all needs and special requests. Ensured complete
privacy, confidentiality and security by protecting all property and proprietary information.
Utilized 'Go Concierge' system and maintained daily reports and interdepartmental
communications. Reported to Director of Residences. Systems used: Galaxy & Lightspeed,
Starguest, GoConcierge
Communications
University of Houston - Houston, TX, USA

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Chad Moreau Resume

  • 1. Summary Highlights Accomplishments Experience CHAD MOREAU 705 11 Street Apt 9, Miami Beach, FL 33139 | C: 214.477.0441 | chadmoreau@gmail.com Dedicated manager with proven success in creating game-changing guest experiences through exceptional service and team member training. Possess in-depth knowledge of all front office operations, very motivated, passionate about hospitality and always willing to go above and beyond for my team and for our guests. Hotel training and development Team building and motivation Online reputation management Effective communicator, excellent writing skills Front Desk Guest Services Concierge Reservations Bell Services Created and implemented Hotel Front Office training program as well as all training material. Participated in annual strategic planning meetings and composed many standard operating procedures. Twice nominated for outstanding hotel employee of the year by the Greater Miami Hotel Association. Developed team member incentive and recognition programs for positive reinforcement. Increased Tripadvisor rating through positive mentions and management responses. Proven commitment to professional growth and promoted twice with Clevelander and Essex House Hotels. Apr 2014 to CurrentHotel Training & Development Manager Clevelander & Essex House Hotels - Miami Beach, FL Manage Front Office operations in the absence of Rooms Director. Ensure overall guest satisfaction, address any opportunities and focus on Hotel profitability through room revenue generation. Oversee cash handling, postings, payments and daily reports. Motivate, coach and counsel front office team according to company policies and standard operating procedures. Monitor secret shopper scores and feedback for continuous team growth. Conduct 30/60/90 day and annual evaluations. Respond to Hotel related social media reviews. Participate in onboarding and responsible for brand and systems training of all new hire Front Office staff as well as ongoing training based on assessed needs. System used: Visual One POS/PMS and all third party OTA extranets. Apr 2013 to Apr 2014Guest Service Manager Clevelander & Essex House Hotels - Miami Beach, FL Assisted Front Office Manager in management of Front Office operations and related areas. Addressed guest opportunities, ensured correct billing and provided supervision and support for heart of the house guest service efforts. Provided team members with training and resources needed to deliver and maintain exceptional guest service through communication and teamwork. System used: Visual One POS/PMS Mar 2011 to Apr 2013Lead Rockstar Concierge Clevelander & Essex House Hotels - Miami Beach, FL Personalized South Beach nightlife guru! Created memorable guest experiences and facilitated special occasion celebrations through guest correspondence, event planning and
  • 2. Education exceptional service delivery. System used: Visual One POS/PMS Jun 2009 to Feb 2011VIP Concierge W Hotel South Beach - Miami Beach, FL Welcomed W residents and VIP guests through exclusive check-in experience. Additional responsibilities included maintaining resident housekeeping schedule, daily reports, transportation arrangements, restaurant and travel reservations, VIP amenities and all other special requests. Reported to Director of Residences. Systems used: Galaxy & Lightspeed, Starguest, GoConcierge Oct 2006 to May 2009Residential Concierge W Dallas Victory - Dallas, TX Provided exceptional service for W Residents and their guests through W branded 'Whatever, Whenever' philosophy and catered to all needs and special requests. Ensured complete privacy, confidentiality and security by protecting all property and proprietary information. Utilized 'Go Concierge' system and maintained daily reports and interdepartmental communications. Reported to Director of Residences. Systems used: Galaxy & Lightspeed, Starguest, GoConcierge Communications University of Houston - Houston, TX, USA