Matthew Centrella Email & Phone Number

Chicago, Illinois, United States

Director of Rooms- Voco/Holiday Inn at Wolf Point

Lockport, Illinois, United States

210 W 22nd St, Oak Brook, Illinois, United States

Chicago, Illinois

• Run and oversee the daily operations of the housekeeping department, comprised of 200 housekeepers
• Manage scheduling, budgeting, purchasing, employee benefits, and improving our department scores
• Create and maintain incentive programs for each of the job categories within the department
• Maintain an inclusive culture within the department

• Involved in making decisions regarding operational issues and serving as on-site manager of daily functions
• Managed large corporate accounts and VIP guests at a high level of personal service
• Created and managed a daily shift report, as well as incentive programs created for the front office team
• Monitored departments including the front desk, concierge, shuttle drivers, and star service area to guarantee that all staff duties were completed in accordance with established policies and procedures

Schaumburg, Illinois

• Created and managed schedules for teams including the front office, dining/bar, shuttle, and engineering
• Conducted employee recruitment, trained new hires, coached and disciplined front office staff
• Developed and implemented new office policies to improve guest service scores and Marriott signups
• Budgeted and purchased items for the front office, Markets and Bars
• Developed a productive team, setting clear objectives, performance standards and achieving target goals
• Created a positive work culture through a time of change in the department

Schaumburg, Illinois

• Supervised 20 employees (front office, night auditors, bellman, shuttle) in their daily duties
• Created a training program around the Hyatt brand standards that was implemented throughout the hotel
• Handled concierge duties, inbound guest service calls and guest experience complaints
• Trained employees in all front office operations, including cash handling, customer service, record keeping, regulations and brand/purpose
• Responded to guest satisfaction surveys on Medallia

• Responsible for engaging with clientele, setup, decor and party management at private event space

• Responsible for a group of more than 300 pre-teens and 10 counselors managing all daily scheduled activities

• Served as a waiter, host and runner in the community’s fine dining facility
• Became a coach and training leader for new hires in year two

Bachelor'S Degree, Hospitality Administration/Management

Associate'S Degree, Hospitality Administration/Management