Summary
Overview
Work History
Education
Skills
Timeline
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Christopher Ford

Jamaica Plain

Summary

Dynamic hospitality professional with extensive experience at Hilton Boston Logan Airport, excelling in guest communication and conflict resolution. Proven track record in training staff on the OnQ system and enhancing customer satisfaction. Committed to delivering exceptional service and fostering a seamless guest experience across multiple departments.

Overview

13
13
years of professional experience

Work History

Assistant director of front Office

Hilton Boston Logan Airport
Boston
03.2025 - Current
  • Resolved Customer complaints/issues in friendly and professional manner
  • Managed upwards of 20 Front Desk Agents
  • Trained Front Desk staff on OnQ system
  • Worked with many departments to ensure guest stay is seamless
  • Overseer of guest/hotel communications ie phones, kipsu, emails

Front Office Manager

Hilton Boston Logan Airport
Boston
05.2023 - 02.2025

Front OFFICE ASSISTANT MANAGER

Hilton New Orleans Riverside
New Orleans
01.2023 - 05.2023
  • Resolved Customer complaints/issues in friendly and professional manner
  • Managed upwards of 20 Front Desk Agents
  • Trained Front Desk staff on OnQ system
  • Worked with many departments to ensure guest stay is seamless
  • Overseer of guest/hotel communications ie phones, kipsu, emails

Front Office Supervisor

Hilton New Orleans Riverside
New Orleans
08.2021 - 12.2022

ASSISTANT GENERAL manager

Home2Suites by Hilton
Harvey
02.2021 - 08.2021
  • Resolved Customer complaints/issues in friendly and professional manner.
  • Managed staff of 15 and informed staff of changes in policies.
  • Improved SALT Survey Scores by provide excellent customer service to guests.
  • Overseer of Front Desk, Maintenance, and Housekeeping Departments
  • Ensured Hilton Brand Standards were met for the Hotel

Front Desk Manager

Home2Suites by Hilton
Harvey
05.2020 - 01.2021

Entertainment Coordinator

Royal Caribbean Cruise Lines
Miami
01.2013 - 11.2020
  • Managed the cast of the aqua shows on the Allure of the Seas.
  • Maintained the quality/integrity of the show.
  • Developed team communications and information for entertainment department meetings.
  • Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
  • Facilitated arguments between employees to clarify misunderstood directions and resolve conflicts affecting performance.

Education

Hospitality Marketing Certificate

Cornell University
04-2024

Machine Learning Certificate -

MIT
10-2023

Bachelor of Science - Health, Fitness, and Recreation

George Mason University
Fairfax, VA
01.2009

Skills

  • OnQ system training
  • Front desk operations
  • Conflict resolution
  • Guest communication
  • Customer complaint management
  • Customer relationship management

Timeline

Assistant director of front Office

Hilton Boston Logan Airport
03.2025 - Current

Front Office Manager

Hilton Boston Logan Airport
05.2023 - 02.2025

Front OFFICE ASSISTANT MANAGER

Hilton New Orleans Riverside
01.2023 - 05.2023

Front Office Supervisor

Hilton New Orleans Riverside
08.2021 - 12.2022

ASSISTANT GENERAL manager

Home2Suites by Hilton
02.2021 - 08.2021

Front Desk Manager

Home2Suites by Hilton
05.2020 - 01.2021

Entertainment Coordinator

Royal Caribbean Cruise Lines
01.2013 - 11.2020

Hospitality Marketing Certificate

Cornell University

Machine Learning Certificate -

MIT

Bachelor of Science - Health, Fitness, and Recreation

George Mason University

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