Matthew Duncan
Arvada
Summary
Dynamic Front Office Manager with a proven track record at Omni Interlocken Resort, excelling in operations management and staff development. Elevated guest satisfaction scores through strategic staff development, attention to detail and strong leadership. Recognized for training over 20 associates, fostering a culture of excellence and compliance with luxury service standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Office Manager
The Source Hotel & Market Hall
Denver
03.2026 - Current
- Oversaw daily front desk operations and collaborated with hospitality departments to achieve high guest satisfaction scores
- Coordinated with revenue management to enhance guest experience and drive revenue growth
- Greeted guests at front desk, addressed issues/concerns, and provided assistance to ensure positive guest interactions
Food & Beverage Manager - Shep's
Omni Interlocken Resort
Broomfield
11.2024 - 06.2025
- Led the grand opening of the resort's new dinner restaurant, training staff and upholding luxury service standards.
- Elevated 'F&B Experience' scores to top 10 company-wide by ensuring guest satisfaction and maintaining 4-diamond operations.
- Oversaw inventory management to ensure optimal stock levels.
Assistant Front Office Manager
Omni Interlocken Resort
Broomfield
04.2022 - 11.2024
- Coordinated with law enforcement and corporate risk teams to manage and resolve on-property criminal and civil incidents, ensuring guest and staff safety.
- Collaborated with senior leadership to improve 'Overall Experience' scores by 1.08 points, enhancing guest satisfaction.
- Trained and mentored 20+ Guest Service Agents, resulting in seven advancing to leadership roles and strengthening team capability.
Guest Service Agent
Omni Interlocken Resort
Broomfield
06.2021 - 04.2022
- Delivered 4-diamond guest experiences across bell, concierge, and resort services
- Aided Director of Front Office in upholding guest experience benchmarks exceeding company standards
- Facilitated night audit shifts and collaborated with accounting to ensure accurate revenue reconciliation from rooms, F&B, banquets, and golf operations
Front Desk Agent / Night Auditor
The Estes Park Resort
Estes Park
06.2020 - 04.2021
- Balanced and audited hotel and restaurant financials, ensuring accuracy during overnight operations
- Trained new associates on night audit procedures, enhancing team readiness for nightly tasks
- Collaborated with General Manager to ensure compliance with SOPs, contributing to improved customer service outcomes
Skills
- Property management systems
- Revenue management
- Operations management
- Incident management
- Emergency preparedness
- Account reconciliation
- Staff training and development
- Strong leadership
Certification
- Opera Cloud
- UKG Workforce
- AAA 4-Diamond Training
- Microsoft Suite
- Alice by Actabl
- Birchstreet
- Marsha/Fosse
- SynergyMMS
Accomplishments
- 2024 Q1 - Manager of the Quarter
- 2023 Q2 - Safety Champion
- 2021 Q4 - Associate Service Champion
- 2021 - Front Office Bowling Champion
Timeline
Front Office Manager
The Source Hotel & Market Hall
03.2026 - Current
Food & Beverage Manager - Shep's
Omni Interlocken Resort
11.2024 - 06.2025
Assistant Front Office Manager
Omni Interlocken Resort
04.2022 - 11.2024
Guest Service Agent
Omni Interlocken Resort
06.2021 - 04.2022
Front Desk Agent / Night Auditor
The Estes Park Resort
06.2020 - 04.2021