Matt Rohan
Ballwin
Summary
Assistant General Manager at Drury Hotels Company LLC with a proven track record in operations management and staff development. Enhanced guest satisfaction through strategic initiatives and effective team leadership. Skilled in budgeting and inventory control, fostering a culture of excellence that improved service quality and employee retention.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Drury Hotels Company LLC
03.2021 - 09.2025
- Led daily operations to enhance guest satisfaction and streamline service delivery.
- Coordinated staff schedules to optimize resource allocation and improve team efficiency.
- Analyzed customer feedback to identify improvement areas, driving enhanced service quality initiatives.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed strategic marketing initiatives to increase occupancy rates and boost overall revenue generation.
- Mentored junior staff, fostering a culture of excellence and continuous improvement within the team.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
Guest Services Supervisor
Drury Hotels Company LLC
02.2017 - 03.2021
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
- Trained and mentored team members on customer engagement and hotel policies.
- Implemented efficient check-in/check-out procedures to enhance guest experience.
- Resolved guest complaints promptly, fostering a positive environment and loyalty.
- Coordinated with housekeeping to maintain high standards of cleanliness and room readiness.
- Collaborated with management to develop training materials for new hires in guest services.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
Guest Service Representative
Drury Hotels Company LLC
08.2015 - 02.2017
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Managed front desk operations, ensuring seamless check-in and check-out processes for guests.
- Collaborated with housekeeping to maintain high cleanliness standards in guest rooms and public areas.
- Trained new staff on hotel policies, procedures, and customer service best practices.
- Implemented feedback mechanisms to enhance guest satisfaction and improve service delivery.
- Assisted in managing reservations through property management systems, optimizing occupancy rates.
- Developed positive relationships with repeat guests, fostering loyalty and enhancing overall experience.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Updated guest records with accuracy, ensuring personal preferences were noted for future visits.
Expo Runner
Walnut Grill
10.2013 - 08.2015
- Coordinated logistics for timely product delivery to event locations.
- Managed inventory levels, ensuring optimal stock availability during events.
- Collaborated with team members to streamline setup and breakdown processes.
- Assisted in training new staff on operational procedures and safety standards.
- Adhered to strict hygiene standards, minimizing potential contamination risks for guests.
- Streamlined plating processes by organizing ingredients and utensils ahead of time for optimal efficiency during service hours.
- Upheld quality control measures by monitoring temperature logs and consistently checking food storage areas for compliance.
- Achieved a fast-paced work environment through focus on speed and accuracy while assembling dishes according to chef''s specifications.
- Delivered food orders from kitchen to customers' tables.
- Collaborated with servers to ensure timely delivery of orders, reducing wait times for customers.
- Handled high-pressure situations gracefully under stress, ensuring all orders were completed accurately and efficiently.
- Contributed to a positive team environment by assisting coworkers during busy periods when necessary.
- Developed strong communication skills while liaising between front-of-house and back-of-house teams.
- Mastered knowledge of menu offerings, providing accurate information to servers as needed.
- Ensured order accuracy for guest satisfaction, double-checking plates before delivery.
- Maintained clear communication channels with kitchen staff to address any issues or discrepancies in orders promptly.
- Assisted wait staff with table setting by fetching and placing tableware, eating utensils and napkins.
- Managed high-volume order tickets, prioritizing tasks for efficient workflow during peak hours.
- Demonstrated adaptability by quickly adjusting to changes in menu items or special requests from guests.
- Maintained a clean and organized expo station, improving efficiency in the kitchen.
- Provided support to multiple stations within the kitchen when needed, demonstrating flexibility and teamwork among colleagues.
Education
No Degree - Psychology
University of Missouri
Columbia, Missouri, MOHigh School Diploma -
Marquette High School
Chesterfield, MO2010
Skills
- Staff management
- Inventory control
- Operations management
- Staff development
- Employee relations
- Employee scheduling
- Customer relationship management (CRM)
- Team leadership strength
- Budgeting and cost control
- Customer service
- Staff hiring
- Customer service management
- Servsafe Manager, Servsafe Food Handler & Servsafe Alcohol certified
Certification
Servsafe Manager
Servsafe Food Handler
Servsafe Alcohol
Timeline
Assistant General Manager
Drury Hotels Company LLC
03.2021 - 09.2025
Guest Services Supervisor
Drury Hotels Company LLC
02.2017 - 03.2021
Guest Service Representative
Drury Hotels Company LLC
08.2015 - 02.2017
Expo Runner
Walnut Grill
10.2013 - 08.2015
No Degree - Psychology
University of Missouri
High School Diploma -
Marquette High School