Calvin Napoleon Cherry
Boston
Summary
Dynamic front office management professional with a comprehensive background in optimizing guest services and operational workflows. Facilitated staff training and implemented streamlined processes that significantly improved service delivery and guest satisfaction. Extensive experience in conflict resolution and team coaching, ensuring a high-performing front office team.
Overview
12
12
years of professional experience
Work History
ASSISTANT FRONT OFFICE MANAGER
Hotel AKA Boston Common
Boston
04.2024 - 08.2025
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Assisted in training new front office staff on hotel policies and procedures.
- Managed front office operations and staff scheduling for seamless guest experiences.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
- Investigated customer complaints and took corrective action when necessary.
- Coached and counseled employees to enhance performance and eliminate process lags.
ASSISTANT FRONT OFFICE MANAGER
Hampton & Homewood Suites by Hilton
Boston Seaport
10.2023 - 04.2024
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Created and optimized employee schedules for shift coverage.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Implemented loyalty programs and promotional offers to retain and attract guests.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
OVERNIGHT FRONT OFFICE MANAGER
Omni Seaport Boston Hotel
Boston
07.2022 - 09.2023
- Supervised overnight staff to ensure operational efficiency and safety compliance.
- Implemented security protocols to safeguard premises during overnight hours.
- Resolved customer inquiries and complaints with professionalism and empathy.
- Coordinated with other departments to ensure smooth operations during overnight shifts.
- Responded quickly to emergency situations such as power outages or equipment malfunctions.
- Investigated any incidents occurring during the night shift and reported findings to senior management.
- Oversaw night audit function and preparation of daily financial reports.
ASSISTANT FRONT OFFICE MANAGER
Marriott Courtyard Boston Cambridge
Boston
03.2019 - 05.2022
- Managed front office operations and staff scheduling for seamless guest experiences.
- Coordinated communication between departments to enhance service delivery and efficiency.
- Assisted in training new front office staff on hotel policies and procedures.
- Oversaw guest check-in and check-out processes, ensuring accuracy and efficiency.
- Collaborated with sales team to manage group bookings and special requests effectively.
- Monitored inventory of front office supplies and ordered as needed for daily operations.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
ASSISTANT FRONT OFFICE MANAGER
Embassy Suites by Hilton Logan Airport
Boston
03.2017 - 02.2019
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Streamlined office processes and procedures to boost profits and productivity and facilitate continuous improvements.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Determined staffing requirements, interviewing, hiring and training new employees.
- Pitched in to help with office tasks during busy periods and staff absences.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Implemented standard operating procedures to improve guest check- and -out process.
ASSISTANT FRONT OFFICE MANAGER
Hilton Boston Back Bay
Boston
06.2015 - 02.2017
- Monitored inventory of front office supplies and ordered as needed for daily operations.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Participated in recruitment activities such as interviewing potential candidates.
- Maintained accurate records of guest accounts using property management system.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Assisted guests with reservations changes or cancellations as needed.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Coordinated communication between departments to enhance service delivery and efficiency.
GUEST SERVICES MANAGER
The Westin Boston Waterfront
Boston
05.2013 - 05.2015
- Directed daily front desk operations to ensure seamless guest check-in and check-out processes, enhancing overall customer satisfaction.
- Orchestrated staff scheduling and task delegation to optimize team efficiency and maintain consistent service quality during peak hours.
- Implemented conflict resolution protocols that improved guest complaint handling and increased positive feedback.
- Coordinated with housekeeping and maintenance departments to uphold facility standards and guarantee timely room readiness.
- Developed training initiatives that strengthened team competency and adherence to brand standards, improving service consistency.
- Monitored operational compliance with safety and regulatory guidelines, reducing risk and ensuring a secure environment for guests and staff.
- Streamlined reservation management procedures to increase booking accuracy and minimize errors impacting guest experiences.
Education
ASSOCIATE OF ARTS - HOTEL AND RESTAURANT MANAGEMENT
Hampton Commonwealth College
Hampton, VABACHELOR OF ARTS - PSYCHOLOGY
East Carolina University
Greenville, NCBACHELOR OF FINE ARTS - DANCE THEATRE PERFORMANCE
East Carolina University
Greenville, NCSkills
- Opera
- On Q & On Q Cloud
- Microsoft Word
- F&B Micros
- Excel
- ILeftMyStuffcom (Lost &Found)
- Teams
Timeline
ASSISTANT FRONT OFFICE MANAGER
Hotel AKA Boston Common
04.2024 - 08.2025
ASSISTANT FRONT OFFICE MANAGER
Hampton & Homewood Suites by Hilton
10.2023 - 04.2024
OVERNIGHT FRONT OFFICE MANAGER
Omni Seaport Boston Hotel
07.2022 - 09.2023
ASSISTANT FRONT OFFICE MANAGER
Marriott Courtyard Boston Cambridge
03.2019 - 05.2022
ASSISTANT FRONT OFFICE MANAGER
Embassy Suites by Hilton Logan Airport
03.2017 - 02.2019
ASSISTANT FRONT OFFICE MANAGER
Hilton Boston Back Bay
06.2015 - 02.2017
GUEST SERVICES MANAGER
The Westin Boston Waterfront
05.2013 - 05.2015
ASSOCIATE OF ARTS - HOTEL AND RESTAURANT MANAGEMENT
Hampton Commonwealth College
BACHELOR OF ARTS - PSYCHOLOGY
East Carolina University
BACHELOR OF FINE ARTS - DANCE THEATRE PERFORMANCE
East Carolina University