Open to opportunities

Terrence Crook

@terrencecrook

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Hospitality operations leader driving guest satisfaction and revenue growth.

United States

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What I'm looking for

I seek a hospitality operations role where I can lead reservations or guest experience teams, drive system integrations and revenue initiatives, and grow within a collaborative, guest‑centric organization.

I am an experienced hospitality operations leader with over six years managing luxury resort and guest‑facing operations, specializing in reservations, pre‑opening launches, and cross‑functional collaboration. I combine hands‑on operational execution with system expertise across PMS, OTA, and CRM platforms.

I've led the reservations launch and full reservations operations for a 404‑room resort, managed soft opening logistics and staff training, and developed SOPs and system testing that ensured a successful property opening. My background includes revenue and group room management, dynamic pricing coordination, and integration of sales, revenue, and IT strategies.

I bring additional experience in business analytics and financial modeling, customer experience improvements, event operations, and executive support — all informed by a Bachelor's in Computer Science and Information Technology. I am results focused, collaborative, and committed to driving exceptional guest experiences and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Reservations Manager

Current

Okana Resort & Indoor Waterpark

Apr 2025 - Present (5 months)

Lead full reservations operations for a 404-room resort, managing OTA/PMS integration, dynamic pricing, group blocks, VIP services, and inventory accuracy to optimize revenue and guest experience.

PMS Revenue Management Dynamic Pricing Inventory Management CRM Cross Functional Collaboration

Pre/Post Opening Front Desk Supervisor

Okana Resort & Indoor Waterpark

Feb 2025 - Apr 2025 (2 months)

Created SOPs, designed desk layouts, led system testing, and managed soft-opening logistics and guest service training to prepare a 404-room property for launch.

SOP Development Guest Training PMS

Senior Business Data Analyst

En-Rico Consulting Group, LLC

Sep 2024 - Feb 2025 (5 months)

Built financial models, CRM platforms, and business reports for retail brands while supporting logistics, vendor relations, and event planning for senior leadership.

Financial Modeling CRM Data Analysis Reporting Vendor Management Logistics Excel

Guest Experience Manager

Harbor Freight Tools

Apr 2022 - Jun 2024 (2 years 2 months)

Enhanced customer experience across channels by resolving complex issues, improving service delivery processes, and collaborating with cross-functional teams to raise satisfaction metrics.

Customer Experience Cross Functional Collaboration Process Improvement Project Management Communication Time Management

Events Operations & Rental Suites Manager

Doffo Winery

Jan 2020 - Apr 2022 (2 years 3 months)

Planned and executed events and managed 19 rental properties and suite operations, leading teams to deliver high-engagement experiences and maintain guest satisfaction.

Event Planning Operations Management Team Leadership Logistics Customer Service Scheduling

Executive Assistant to CEO

World Class Cheerleading, Inc.

Jan 2017 - Dec 2019 (2 years 11 months)

Coordinated events, managed content and complex schedules, and supported public relations and executive activities to ensure timely delivery and audience engagement.