Adam Kaplan Email & Phone Number

Charlotte, North Carolina, United States

Los Angeles, California, United States

Greater Los Angeles Area

Oversaw reservations for Palihouse Santa Monica, Palihouse West Hollywood, and Pali-Hotel Melrose. Won employee of the month in July 2017 for outstanding service and going above and beyond to support the team.Responded to reservation inquiries not limited to media, corporate, leisure, and wedding group block requests. Collaborated with Director of Revenue Management and VP of Sales to ensure profitability and guest satisfaction. Reconciled travel agent and OTA commissions on a monthly basis.

Greater Los Angeles Area

Serve as a lead front desk host at a bustling, 267 room boutique property. This position incorporates guest services, concierge, PBX, and reservations combined into one. Responsible for ensuring proper credit, following up on guest requests and complaints ensuring guest satisfaction. Reporting all escalated issues to management. Additionally, playing a key role in training new hires on procedures and hotel protocol. Promoted to Reservations Agent role in February 2016. Reconcile Booking.com commissions and TA commissions on a daily basis. Oversee FIT reservations are built properly.

West Hollywood

The Manager on Duty:-Handled Day-To-Day Operations including handling credit issues, billing discrepancies, Guest Complaints, labor relations, and hotel safety issues.-Implemented systems that improve the organization and communication within the front office( the daily pass down log, unclaimed package inventory/log)-Controlled Operating Expenses by regulating labor costs; audited hourly employee time cards weekly; enforced no overtime policy. -Audited parking inventory daily to ensure accuracy and revenue generation.-Set goals to increase room revenue through upselling techniques, and strategized ways to build guest patronage and F&B revenue in hotel restaurant.-Assisted other departments (Housekeeping, F&B, and Engineering) whenever possible during peak business times.- Led team in achieving 1st place ranking in customer service and comment card collection for five consecutive months among ten properties in the hotel chain.- Functioned as Security, inspecting all public areas, safeguarding hotel's assets, ensuring guest and employee safety, and key control.

Washington D.C. Metro Area

Washington D.C. Metro Area

Functioned as Manager on Duty on evening shifts.Collaborated with colleague on "Room functionality" Inspections aimed to report all discrepancies Member of leadership team that transitioned from Loews Management to DH&R.Served as part-time concierge arranging tours, transportation, and restaurant bookings. Member of property's green team recommending green practices.Served as Emergency Night Auditor for Loews Hotels.Helped lead Madison Hotel to 89% Market Metrix Scores for July and August 2009.Demonstrated versatility in performing concierge and night audit rolesMentioned in more than 30 Market Metrix Reviews for delivering exceptional customer service.

Las Vegas, Nevada Area

Supervised a minimum of ten employees in a Five-Diamond, union property. Continually led the entire department in reporting maintenance/upkeep issues in guest rooms and public areas. Ensured high standard of quality for cleanliness and appearance of guestrooms.

Las Vegas, Nevada Area

Provided attentive Food & Beverage service in a casual poolside dining outlet. Supported concierge department in setting up and hosting evening happy hours in the VIP Club Floor Lounge.Demonstrated versatility and team player attitude in going above and beyond to satisfy hotel needs.

Santa Monica

Promoted to Housekeeping Supervisor from Front Office Agent role. Gained valuable experience understanding the housekeeping process, preparing VIP rooms, performing room inspections, and reporting any pertinent discrepancies to the appropriate departments. Served in Housekeeping role from April 2006- July 2006.

Master'S Degree, Hospitality

Bachelors, Political Science

High School