1. Michael Mitchell
4712 N Bernard St. Chicago IL, 60625 312-914-5523 m.mitchell0785@gmail.com
Professional Experience:
Kinzie Hotel Chicago – 215 Rooms
Revenue Analyst /Reservations Supervisor February 2015 -
Present
• Efficiently handle a high volume of reservation calls with a smile and pleasant voice
• Work one on one with Revenue Manager by reporting rate parity discrepancies, rate opportunities,
competition promotions
• Responsible for training all new Guest Service Agents, Reservations Specialists and Sales Coordinator
• Responsible for Rate Loading in PMS, CRS and ensure rates are bookable in GDS
• Cautiously audit Reservations made report, report rate discrepancies to Revenue Manager, groups of
more than 9 reservations and personally contact duplicate reservations to prevent no shows or same
day cancellations
• Identify booking trends over 90 day out (multiple reservations, search for new sports games, events and
concerts reservations booking over the same periods) and report to Revenue Manager
• Took initiative and discovered efficient ways to handle different procedures to improve time
management
• Build and maintain strong relationships with all departments
• Enter group rooming lists and city wide blocks into Opera as needed
• Offer waitlist reservations and make an attempt to save any cancellations
• Accurately enter reservations into PMS and collect all guests information
• Go to Person for all business travel and group related reservations requests, cancellations or changes
• Prepare daily business on the books reports and manually note daily pick up for transient and group
• Immediately report group loss to Sales Team and Revenue Department
• Prepare weekly 90 Day Segmentation Mix Report by manually entering day by day room nights, ADR and
revenue
• Prepare weekly Group pick up report, review cut off dates and report upcoming cutoff dates to Sales
Dept.
• Carefully report weekly STR Data
• Review and audit monthly reservations brand invoice and adjust all no shows and cancellations
• Review and audit monthly Booking.com and Expedia reservations invoice and adjust all no shows and
cancellations
• Assist with budget process by preparing previous year and current year segmentation reports
• Monitor and quickly resolve daily Interface and system related glitches
• Focus on achieving above 95% shop calls by providing remarkable reservations experience
• Professionally encourage guests to provide their feedback on Trip Advisor to ensure top 10% rank in
Chicago Downtown Area
• Assist in shopping all channels on a daily basis to ensure systems are working properly
• Prepare monthly and annual convention calendar
• Prepare daily Transient and Group pace and pick up reports
• Review arrival reports, ensuring accuracy and noting VIPS, repeat guests, special requests
• Promote hotel services, review weekly resumes and familiarize Team with city events, conventions, in-
house groups and meetings
• Professionally handle guest questions, resolve and communicate concerns to appropriate department
head/s
Holiday Inn Mart Plaza –

2. Guest Services Agent/Concierge March 2014 – February 2015
• Handle, cash, credit card and check transactions ensuring a complete petty cash bank
• Work closely with Greet and welcome all guests with a warm and friendly smile
• Ensure attentive, courteous and effective service to all guests during their stay or visit, including
concierge, bellman duties and assistance with cabs
• Monitored petty cash, lost and found, safety deposit box procedures, proper signatures of keys and
communication logs and employee follow up and timing
• Work well under pressure and covered shifts as needed
• Handle reservations, cancellations and changes as needed Maintain healthy, clean and
assigned work areas
• Efficiently answer heavy incoming calls and route calls to the appropriate person, depar
guest room
• Professionally, efficiently and courteously provide check in and check out service
• Daily review of arrivals and departures noting VIPS, repeat guests, special requests and
rooms as needed
• housekeeping updating status of clean rooms
• Maintain Front office communication log
Public Hotel Chicago – 285 Rooms
Bellman/Doorman September 2013 – Nov 2013
• Welcome all guests with a warm and friendly smile
• Receiving packages and dropping them off
• Interacting and answering all the guest questions
• Moving the guest luggage from outside lot to room
Hyatt Regency Chicago Chicago – 2019 Rooms
Night Audit/Front Desk Agent/Control Supervisor
August 2010 – June 2013
• Provided driving and/or walking directions to guests to local destinations
• Handled on incoming calls related to the Front Desk
• Responded to guest inquiries and in a timely, friendly and efficient manner
• Assisted Assistant Manger in Various tasks and projects
• Ensured a high level of product knowledge of the hotel, including, but not limited to, di
hours of outlet operation, hotel services, hotel events and local and community events and attractions
• Assigned all VIP’s and Top Tier Members to appropriate room
• Maintained the room Matrix to assure Agents could easily find rooms
• Coordinated with housekeeping to make sure all Skips were cleared and managed any r
discrepancies
• Come up with problem solving solutions to Unique guest complaints/ concerns
• Assisted fellow team members and other departments wherever necessary to maintain
working relationships.
Education:
• Roosevelt University Chicago, IL Hospita
Management (2009-2011)
• John A Logan Carterville, IL Genera
(2005-2008)
• Johnston City High School Johnston City, IL 2004 Graduate

3. Qualifications:
• Opera PMS, SynXis CRS, Microsoft Office, Mac and Windows skills, Outlook, Go-Con, Excel
Awards:
• IHG Rewards Champion
• Employee Of Month
• Employee of Quarter Nominee