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Director of Front Office Resume Example

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DIRECTOR OF FRONT OFFICE
Summary

Doctoral candidate looking to showcase my skills, talent and knowledge of management and operational execution to transition into an education role to help others grow and develop in their fields while driving excellence on all levels. Proven track record of operational excellence, training and development delivery and great retention, all while providing extraordinary experiences for guests and staff alike.

Skills
  • Project organization
  • Operational improvement
  • Strategic planning
  • Problem resolution
  • Team management
  • Relationship development
  • Customer service
  • Process improvement
Experience
Omni Shoreham Hotel | Washington, DCDirector of Front Office03/2019 - Current
  • Responsible for the oversight and strategic planning of the Front Office for the 836-room Local 25 Union hotel in upper Northwest Washington DC.
  • Responsible for overseeing all areas of Front Desk, PBX, Bell/Door Staff, and Concierge.
  • Hire, manage and motivate up to 50 associates in the Front Office area.
  • Train and coach associates and managers, along with developing the on-boarding program which increased retention among Front Office associates.
  • Responsible for productivity and budgeting in the Front Office to maintain the financial stability of the hotel.
  • Implement, train and execute the new mobile guest experience platform under Omni Hotels and Resort standards.
  • Streamline the auditing process for overnight team with partnership of accounting department.
  • Improve guest satisfaction scores by 10points, year over year in first 90 days.
  • Mentor new employees on guest service skills and luxury experience and provide constructive feedback to increase understanding of job duties.
  • Distribute company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
Marriott Marquis Hotel | Washington, DCHousekeeping Manager07/2017 - 03/2019
  • Assisted with managing the Housekeeping Department of the 1175 room Convention Hotel located directly next to the Washington Convention Center.
  • Responsible for overseeing all areas of Housekeeping and Public Space, along with coordinating with Laundry, Uniform and overnight Cleaning Vendors.
  • Oversee Housekeeping team with a cleanliness score of 75.4 YTD.
  • Hired, trained, and managed staff of up to 175 hosts in the department.
  • Lead of 4 managers, 2 assistant managers and 3 administrative assistants.
  • Oversee purchasing and controllable expenses, managing a budget of over $1million.
  • Organized 5 storage areas, and implemented new ordering procedures to streamline orders.
  • Responsible for preparing month-end department P&L and attending critique.
  • Trained and assisted with On-Boarding of new managers into the department.
  • Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
  • Reviewed employee performance and devised improvement plan to achieve goals.
  • Trained, coached and mentored staff on best practices and protocols to ensure smooth new program adoption.
JW Marriott Hotel | Washington, DCFront Desk Manager02/2015 - 07/2017
  • Assisted with managing the Front Office of the 777 room Flagship Hotel located in the heart of our Nation's Capital.
  • Responsible for overseeing all areas of Front Desk, At Your Service, Bell Staff, Concierge Desk, and Concierge Lounge.
  • Oversee Front Desk team with a check in score of 75.4 YTD.
  • Hired, trained, and managed staff of up to 50 hosts in the department.
  • Oversee Drake Beil upgrade program, acquiring $250,000 YTD additional revenue.
  • Scheduled associates, maintained productivity goals and closed payroll in Atlas.
  • Acting liaison between Events, Group Housing, and Front Office by actively attended Resume Reviews and Pre Convention meetings before and after large groups stays at the hotel.
  • Responsible for the rollout of Chef's Market in room dining option, in the first luxury brand hotel.
  • Promoted Lead Measures and BIG WIG program for 2015/2016.
  • Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
Omni Shoreham Hotel | Washington, DCAssistant Front Office Manager10/2011 - 02/2015
  • Responsible for managing the day to day operations for the 836-room Local 25 Union hotel in upper Northwest Washington DC.
  • Responsible for overseeing all areas of Front Desk, PBX, Bell/Door Staff, and Concierge.
  • Hired, managed and motivated up to 50 associates in the Front Office area.
  • Created training and on-boarding program which increased retention among Front Office associates.
  • Responsible for productivity in the Front Office, and the closure of payroll in Kronos weekly.
  • Front Office Liaison with Local 25 Union Representatives to ensure collective bargaining agreement upheld.
  • Implemented new online check in experience under Omni Hotels and Resort standards.
  • Streamlined the Auditing process for overnight team as acting Night Manager.
  • Guided and led office staff to optimize service delivery to employees and customers.
  • Handled complaints, settled disputes and resolved customer conflicts.
  • Coached and developed team members to support employee growth and development.
Education and Training
Northcentral University | San Diego, CADoctor of Education in Education: Global Training And DevelopmentExpected in 2022
  • Major in Global Education and Development to further my knowledge and expertise in human behavior to help train and develop people and organizations to meet the demands of the global community.
Strayer University | Washington, DCMaster of Education in Education: Teacher Leadership05/2019
  • Magna cum laude graduate
  • 3.8 GPA
  • Major in Education, with a concentration in teacher leadership to help guide instructors in learning skills and techniques to master their classroom instruction and promote leadership qualities within their organization.
Strayer University | Washington, DCBachelor of Business Administration in Hospitality And Tourism Management11/2017
  • Magna cum laude graduate
  • 3.8 GPA
  • Major in Hospitality and Tourism Management to bring a luxury service experience to any organization through the Golden Rule, flawless service execution, and financial responsibility.
Prince George's Community College | Upper Marlboro, MDAssociate of Applied Science in Hospitality Service Management05/2011
  • Cum laude graduate
  • 3.5 GPA
  • Major in Hospitality Service Management to introduce the foundation of hospitality and tourism, under the principles of executing guest service,delivering quality food and beverage and maintaining corporate standards.
Certifications
Certified Food Operations Manager •Omni Associate of the Year: 2013
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Resume Overview

Companies Worked For:

  • Omni Shoreham Hotel
  • Marriott Marquis Hotel
  • JW Marriott Hotel

School Attended

  • Northcentral University
  • Strayer University
  • Prince George's Community College

Job Titles Held:

  • Director of Front Office
  • Housekeeping Manager
  • Front Desk Manager
  • Assistant Front Office Manager

Degrees

  • Doctor of Education in Education: Global Training And Development
    Master of Education in Education: Teacher Leadership
    Bachelor of Business Administration in Hospitality And Tourism Management
    Associate of Applied Science in Hospitality Service Management

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