director of guest services front office resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Guest Services Leader with 30+ years of experience in the hotel industry. Excellent reputation for resolving problems, improving guest satisfaction, and driving overall operational improvements.

  • Superior Guest experience & Guest resolution.
  • Expert in OPERA PMS, Medallia, Synergy, Wynview, Kronos (payroll), Birchstreet, and Microsoft Office.
  • Effective in all areas of associate management, i.e. Interviewing/hiring, training, payroll, scheduling, and Incentives (Nor1 and porterage).
  • Accounting experience as Income Auditor, General Cashier, Accounts Receivable, Tax Auditor, and Night Auditor.
  • Experience with Union relations and Contracts.
  • Able to Multitask efficiently, expertly Organize, work with Diligence, and Learn quickly.
Work History
Director of Guest Services, Front Office , 09/2017 to Current
Diamond Resorts CorporationLahaina, HI,
  • 600 Rooms
  • Leads staff of approximately 30 associates: 4 managers, 9 front desk agents, 6 PBX operators, and 11 bellmen/shuttle drivers; oversees scheduling, interviews, and hiring process.
  • Oversees payroll for department: includes but not limited to correction of mis-punches, ensures any meal break occurrences are accounted for and processed, bellman and shuttle driver porterage are calculated and input into system, and front desk upsell incentives are calculated and submitted for processing (KRONOS).
  • Handles purchasing, utilizing BirchStreet Systems software as well as direct contact with various vendors.
  • Submits invoices in timely manner, staying within budget parameters.
  • Works closely with accounting department, assisting with bank audits, trouble shooting (occasional posting errors and guest AR accounts), and end-of-month processes.
  • Conducts yearly and monthly budget reviews.
  • Holds weekly and monthly (sometimes daily) updates of payroll and other expense forecasts via WYNVIEW software.
  • Attend group pre-event meetings, build relationships with meeting planners and ensure group resume specifics are adhered to.
  • Multiple major hotel-wide upgrades and repairs.
  • Attend group pre-event meetings, building relationships with meeting planners and ensuring group resume-specifics are adhered to.
  • Serve as an Executive Committee member.
  • Maintains regular contact with San Diego Port Authority regarding shuttle licensing and permits.
  • Works often with San Diego Hotel Union representatives.
  • Administers airline crew contracts and assists with any crew questions or concerns via airline representatives.
  • Responds directly to reviews published through Medallia and TripAdvisor.
  • Shares Medallia results with other hotel leaders and strategize means in which to increase hotel scores.
  • Applauds individuals and teams who receive positive reviews and results.
  • Task force experienced.
Front Desk Manager, 08/2011 to 09/2017
Marriott InternationalCity, STATE,
  • 1,053 Rooms
  • SPG Champion who ensured efficient guest registration, check out, and telephone services.
  • Empowered front desk agents, PBX operators, bellmen, and shuttle drivers to follow established policies and practices, as well as complete tasks in accordance with corporate policies and guidelines.
  • Ensured guests were treated both courteously and professionally, proper identification and credit were established for all transactions, and exceptional levels of guest service were always provided.
  • Assisted with hiring, training, and directing all Front Office team members in use of hotel property management system and other programs.
  • Collaborated frequently with accounting department, while overseeing scheduling, payroll, account settlements, and department purchasing.
  • Also aided in monthly P&L review.
  • Responded to Corporate Complaint files and Hot Alerts as assigned.
  • Interacted with group meeting planners and ensured individual group resume guidelines were fulfilled.

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Other Positions Held, 08/1999 to 08/2011
Marriott InternationalCity, STATE,

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Director of Guest Services

  • Oversaw all aspects of telephone service for internal as well as external calls.
  • Trained all Front Desk and Guest Service agents in use of SGR+.
  • Balanced Galaxy and SGR+ reports daily and distributed to Housekeeping and Engineering departments.
  • Was responsible for response and closing of all CCS files and responded to all Hot Alerts for property.
  • Managed all aspects of lost and found and oversaw daily auditing of all hotel keys issued to associates.
  • Oversaw scheduling, payroll, department purchasing and involved with monthly P&L review.
  • Achieved 95% - 100% Starvoice scores for two consecutive years – Supervisor Effectiveness/Engagement.
  • Department merged with Front Desk in May of 2011 and position of director was eliminated.

Assistant Director of Front Office

  • Assisted Director with daily operations of the Front Desk, including hiring, training, payroll, scheduling, guest relations, and problem resolution.

Night Manager

  • Sole manager on duty - managed and monitored activities of all employees on property.
  • Responsible for overnight audit process, reporting daily revenues and accounts payables, transaction audits and verifications of preparation of final statements for next days checkouts.
  • Reviewed departmental daily payroll punches, made corrections where needed and followed up with associate for signature. Verified personal/sick and vacation requests and submitted information to payroll department for final processing.

Overnight Front Desk Agent

  • Assisted in all aspects of the guest experience from check in to check out.
  • Daily cash handling and bank balancing.

PBX Agent

  • Received internal as well as external calls and forwarded an necessary to appropriate person or department.
  • Assisted in reservation process.

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General Cashier and Assistant Dir. of Housekeeping, 11/1996 to 07/1999
Radisson Hotels, LLCCity, STATE,

Accounting Duties:

  • General Cashier/Income auditor - balanced previous day postings making corrections where necessary.
  • Prepared hotel bank deposits and balanced/audited safe on daily basis.
  • Managed credit card disputes.
  • Prepared monthly state tax-exempt reports.

Housekeeping Duties:

  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Completed schedules, shift reports and other business documentation.
  • Maintained controls over expenses and inventory for optimal budget tracking.
  • Evaluated employee performance and developed improvement plans.
Bachelor of Arts: , Expected in to University of Cincinnati - Cincinnati, OH
  • Behavioral Interview Certified
  • Certified "Welcome" Trainer, 2015
  • Rooms University, 2015
  • Six Sigma Greenbelt, 2007
  • SGR+ Supervisor, 2006
  • New Build and Transition Team for Sheraton Kansas City at Crown Center and Four Points by Sheraton San Antonio, 2006
  • "ABC's of Housekeeping" Corporate Certification

Daughters of the American Revolution (DAR), Member of Stephen Decatur Chapter | Decatur, Il | November 2011 - Present

  • ‏‏Attended Continental Congress in Washington D.C. June, July of 2009, 2011, 2013, and 2015.
  • Attended Illinois State Conference, April 2012, 2014, 2018, 2019.
  • Volunteered with local Chula Vista, CA chapter in their service to American Veterans.

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Chula Vista Food Pantry, Volunteer | Chula Vista, California | Seasonal

Recent Highlights


  • Drove improvement in Overall Guest Satisfaction scores from 7.46 to 8.29.
  • Achieved significant improvements in operations, focused on the communication between shifts at the front office and professionalism demonstrated by bellman and shuttle driver team.


  • Increased both Overall Guest Satisfaction and Social Travel Review scores YOY by 3% while contending with lack of resources and shortage of filled management positions.

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Resume Overview

School Attended

  • University of Cincinnati

Job Titles Held:

  • Director of Guest Services, Front Office
  • Front Desk Manager
  • Other Positions Held
  • General Cashier and Assistant Dir. of Housekeeping


  • Bachelor of Arts

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