1. RYAN DONOVAN
206 Catalpa Ct., Roselle, IL 60172│H: (630) 980-0430│C: (630) 673-2254│Rdonovan2254@gmail.com
Overview
I am a creative problem solver with the knowledge and drive to achieve professional and personal goals.
Organizational and communication skills are strong abilities Ipossess.Provide greatcustomer service,
supported by multiple positive guestcomments and reviews.Able to lead a team by utilizing accountability,
professionalism and mentoring. I am a decisive team leader with skills to make me a successful Manager within
the hospitalityindustry.
Highlights
 Excellent customer service ● Self Motivated
 Team Leader ● Fast learner
 Organized ● Dedicated
 Proactive ● Reliable
Accomplishment
 Recognition from Arne Sorenson (Presidentand CEOof Marriott) for outstanding customer service.
 Safety and sanitation license through ServSafe
 Recognized in the FHG newsflash for greatcustomer satisfaction.
 Certificate from Marine Helicopter Squadron One for providing critical support for the President the White House Staff
and the United States secretservice during their Chicago visit.
Experience
Guest Experience Manager May 2012 - Current
First Hospitality Group, SpringHill Suites by Marriott – Warrenville,IL
 Catalyst for guestservice by creating rewarding welcomes to new guests and training the team to provide exceptional service
to maintain currentguests.
 Proactively addressed guestissues,and enforced service recovery.
 Foster strong working relationships with all hotel departments to ensure smooth operation ofthe hotel. Participated in weekly
manager meetings and sales meetings.
 Gift Shop revenues and ordering of products based on price,inventory and brand standards
 Payroll management. Using budgeted hours and rooms sold to accurately schedule staffat the Front Desk and Breakfast.
 Work closelywith housekeeping leader to ensure guestroom cleanliness. Inspectrooms and prepare VIP arrivals.
 Revenue managementduties i.e.inventory management,rate managementand group room monitoring.
 Developed incentives for Front Office team. Sales lead incentive plan and GuestSatisfaction Plan
 Achieved Top hotel in Associate Opinion Survey results for 2015.
 Improved YOY - OSAT 7%, Check-in Experience 3%, Room overall 8% and room Cleanliness 6%
Guest Service Representative Dec 2010 - May 2012
White Lodging Services (SpringHill Suites by Marriott, Courtyard by Marriott, Residence Inn by Marriott)
 Processed guestpayments for room and tax, meeting room rental,food /beverage charges and phone charges to maximize
revenue and avoid any unpaid balances.
 Greeted and registered guests and issued room keys to ensure a positive experience for all guests.
 Recommended top dining and entertainmentoptions for guests in Schaumburg to improve quality of service.
 Answered telephone call,using correctsalutations and telephone etiquette
Education
Associate of Arts, Culinary and Hospitality Management
Illinois Institute of Art – Chicago,IL, United States
High School Diploma
Lake Park High School – Roselle,IL, United States