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Front Desk Manager Resume Example

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FRONT DESK MANAGER
Summary
Enthusiastic Customer Services professional with 8 years experience. Customer services who excels at analyzing, prioritizing and completing tasks in a professional manner. Strong organizational, technical and analytical skills. Tech-savvy professional with a strong background in software
Skills
  • Customer Service (8 years)
  • Detail oriented (10+ years)
  • Documentation (8 years)
  • Organizational skills (10+ years)
  • Problem-solving (10+ years)
  • Front Desk
  • Account Reconciliation
  • Scheduling
  • Receptionist
  • Cash Handling
  • Microsoft Word
  • Quickbooks
  • Microsoft Office
  • Billing
  • Accounts Payable
  • Outlook
  • Hotel Management (5 years)
  • Excel
  • Assessments
  • Intermediate Spreadsheet Proficiency with Microsoft Excel - Familiar January 2019
  • Measures a candidate's knowledge of intermediate Microsoft Excel techniques including effectively writing and applying conditional formulas. Full results: https://share.indeedassessments.com/share_assignment/pfgbk9l955ydc2hn
  • Scheduling Skills - Familiar January 2019
  • Measures a candidate's ability to cross-reference agendas and itineraries to avoid conflicts when creating schedules. Full results: https://share.indeedassessments.com/share_assignment/vqutbzvyrkps7mkn
  • Intermediate Word Processing Proficiency with Microsoft Word - Familiar January 2019
  • Measures a candidate's knowledge of intermediate Microsoft Word techniques including the use of formatting, Track Changes, and Comments. Full results: https://share.indeedassessments.com/share_assignment/wufkqin3l1qs3fqt
  • Scheduling - Proficient December 2019
  • Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: https://share.indeedassessments.com/share_assignment/pbo2ylkbprcehqbd
  • Account Reconciliation, Excellent communication, Front office, Organizing, Maintain records
  • Accounting, Credit, Marketing, Payroll, Reporting
  • Accounts Payable, Client, Access, People skills, Sales
  • Administrative duties, Clients, Microsoft Excel, Policies, Scheduling
  • AP, Customer Service, Excel, POS, Spreadsheet
  • AR, Dependable, Microsoft Office, Problem-solving, Supervisor
  • Attention to detail, Detail oriented, Office, Processes, Tax
  • Balance, Directing, Outlook, Coding, Phone
  • Banking, Documentation, Microsoft Word, Quality, Time management
  • Billing, Email, Monitors, Quickbooks, Word Processing
  • Book, Features, Multi-tasking, Rapport, Annual reports
  • Cash Handling, Filing, Negotiation, Receptionist
  • Com, Financial, Organizational skills, Record keeping
Experience
04/2019 to Current
Front Desk ManagerAloft Houston by the Galleria － Houston, TX
  • Monitors daily status of rooms, rates, discount rates and packages.
  • Invoices and coding.
  • Maintains current list of available rooms for walk situations.
  • AP and AR accounting.
  • Chargebacks.
  • Coordinates blocking of rooms and ensure all rooms are placed accordingly.
  • Coordinate all arrival planning to ensure all information of members preferences are followed up accordingly.
  • Monitor all staff standards, reinforce training and accounting processes are followed.
  • Ensures prompt and courteous service to guests and service recovery process is followed accordingly.
  • Pre-registers guests according to standards.
  • Completes and monitors employee schedule and payroll.
  • Monitors VIP arrivals and meet and greet as needed.
  • Keeps track of rooms to ensure accurate status and readiness for check-in and communicate with housekeeping.
  • Manage Refuel/WXYZ Bar.
  • Hires, coaches and disciplines direct reports.
  • Interacts positively and professionally with guests to resolve issues.
  • Acts as Manager on Duty as required.
08/2015 to 02/2019
Front Desk SupervisorHilton Garden Inn － Yakima, WA
  • Achieved quality results by leading front office agents through training, communication, and empowerment.
  • Resolved guest issues and completed special requests to ensure the satisfaction of the guests.
  • Forecasted occupancy and generated discrepancy, comp occupancy, and allowance reporting.
  • Responsible for settling guest accounts and all aspects of record keeping by overseeing and coordinating front desk and audit function to ensure financial transactions for the day were verified and balanced.
  • Prepare restaurant audits to delineate and balance restaurant figures Assist auditor in reconciliation of credit card system to daily transaction list Maintain records and file and archive all documents in accordance with tax authority requirements.
  • Handled and resolved escalated customer complaints.
  • Hired and trained new employees on an as needed basis.
  • Implemented rewards programs for team members to build rapport and motivate success.
  • Maintained detailed records of employee performance to ensure staff members were working to potential.
  • Opened and closed the business and verified all financial transactions on a daily basis.
  • Discovered and resolved discrepancies and variances in a timely manner.
  • Initiated collections proceedings for past due accounts older than six months.
  • Managed the accounting of invoices; prepared month-end, quarterly, and annual reports.
  • Provided support to the sales department.
  • Updated banking information for each confidential client.
  • Reported all past due invoices to supervisor or management on a weekly basis.
  • Established performance targets for staff members and tracked the results.
  • Identified breakdowns in performance or communication and implemented fixes.
06/2015 to 08/2015
Front Desk AgentHoliday Inn Yakima － Yakima, WA
  • Answered caller or visitor inquiries on a huge variety of topics.
  • Dealt with unhappy or belligerent customers with a calm voice and manner.
  • Found creative solutions to resolving diverse customer problems.
  • Instituted check-in book that allows company to gather email addresses for future marketing efforts.
  • Issued visitor passes as required by office policy -- and recognized when a visitor should not be allowed access to interior offices.
  • Juggled multiple tasks at the same time and completed them quickly.
  • Worked with POS systems for customer transactions as needed.
  • Procured taxis or medical transport vehicles for customers who needed them.
09/2014 to 12/2014
CashierCostco Members Service Center － Union Gap, WA
  • Acknowledged customer issues and resolved their problems quickly and efficiently.
  • Assisted clients in understanding their available options and helped them select the right service plans for their needs.
  • Effectively communicated with other employees and upper management to ensure complete care of customers.
  • Emphasized the specific product features that would stand out to customers, showing them product limitations and capabilities.
  • Evaluated the customers' needs and provided service options to meet their requirements.
  • Followed up with customers ensuring their satisfaction with their purchases.
  • Fulfilled administrative duties, including: completing and filing paperwork, directing a multi-line phone and setting appointments.
  • Informed customers about current promotions and sales, encouraging them to take advantage.
Education and Training
2019
Bachelor's: PsychologyHeritage University － Toppenish, WA
Bachelor's: PsychologyHouston Community College － Houston, TX
Davis high School High School － Yakima, WA
Additional Information
  • Willing to relocate: , Anywhere Authorized to work in the US for any employer
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Resume Overview

Companies Worked For:

  • Aloft Houston by the Galleria
  • Hilton Garden Inn
  • Holiday Inn Yakima
  • Costco Members Service Center

School Attended

  • Heritage University
  • Houston Community College
  • Davis high School High School

Job Titles Held:

  • Front Desk Manager
  • Front Desk Supervisor
  • Front Desk Agent
  • Cashier

Degrees

  • Bachelor's : Psychology
    Bachelor's : Psychology

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