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Front Desk Manager Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

I am thrilled to be applying for an open position. I'm excited to see that there is a position open with your company that I feel I am perfect for. With over 12 years of experience as a Tour Guide, Customer Service representative, and a Front Desk Manager. I have the customer service skills and practical knowledge you require, as written in your job description. Allow me to draw attention to the major achievements of my resume, which I believe both reflect and exceed your expectations. I believe that I will be a consummate ambassador for your brand and provide excellent customer service that meets and exceed your expectations. I am confident that I am the perfect candidate for this position. I look forward to discussing how I can join the team and immediately assist the company in building a strong and friendly customer service brand.

Guest-oriented Hotel Manager providing more than 12 years of experience in the hospitality and tourism industries. Self-starter offering valuable service to clients and tourists. Seeking a management position at a reputable hotel or resort.

Skills
  • Administrative, Programming.
  • Billing, Receiving, credit card and cash payment.
  • Budget, Receptionist
  • Safety trainer. OSHA certified
  • Group oversight
  • Answering client questions
  • Team rapport
  • Managerial finance
  • Excellent managerial techniques
  • Hotel policies compliance
  • Manager coaching and training
  • Hotel reservation systems (Opera-RoomKey-Fossi-OnQ)
  • Quality assurance controls
  • Communication and presentation
  • Customer database management
  • Workplace Harassment Prevention
  • Erosion and sedimentation control
  • Guest Services
  • Listening
  • Microsoft Excel
  • Planning
  • Organizational Skills
  • Supervisory Skills
  • Cost Control
  • Quality Assurance
  • Balance, Quickbooks.
  • Department communication streaming.
  • Guest Satisfaction Specialist
  • Documentation, Shipping
  • Transportation and travel
  • Time management
  • Drafting reports
  • Certified Hotel Administrator
  • Managerial experience
  • ServSafe Manager
  • Hotel operations management
  • Special operations capabilities
  • Profit and loss accountability
  • Strategic marketing management
  • Crisis intervention
  • Housekeeping Safety trainer
  • Staff management
  • Front Office
  • Building Effective Relationships
  • Office Management
  • Customer Service
  • Scheduling
  • Teamwork
  • Problem Solving
  • Experience
    Tour Guide & Tour Operator , 06/2006 to 06/2012
    Nes AssociatesCamp Smith, HI,
    • Acquired tickets and fees from individuals and larger groups prior to the start of the tour.
    • Entertained visitors and tourists with various props and signs to ensure maximum engagement, fun, and lasting memories.
    • Answered questions, pointed out overlooked features, and offered further details about special exhibits so that visitors would be knowledgeable.
    • Researched topics that pertained to tour locations so that such information could be added to scripts.
    • Provided information through narratives on locations throughout Egypt, relaying lesser-known stories for interest.
    • Facilitated tours of Egyptology to groups of up to 45.
    • Developed long-term relationships with local partners including restaurants, cafes, museums and concert halls so travelers could further explore all around the country individually.
    • Hired and mentored all new employees while also demonstrating the best methods for servicing clients and guests.
    • Built detailed knowledge on Egyptology to thoroughly answer guest questions.

    CUSTOMER SERVICE SUPERVISOR, 07/2012 to 05/2016
    Firstservice ResidentialNewport Beach, CA,
    • Completed documentation and logs each day and generated weekly reports detailing activities.
    • Managed total department call volume of 1500 per day.
    • Directed training of new team members and mentors each to promote productivity, accuracy and friendly service.
    • Researched complex problems and resolve issues in a timely manner.
    • Scheduled appointments with service professionals.
    • Support Sales team with any technical support on CRM System
    • Monitored new sales associates to contribute to the store's positive culture.
    • Determined the proper course of action for claims processing.
    • Built long-term customer relationships and advised customers on purchases and promotions.
    • Documented all customer inquiries and comments thoroughly and quickly.
    • Maintained established merchandising standards, including windows, sales floor, and promotional displays.
    • Communicated with and supported sales, marketing, and administrative teams.
    • Communicated with vendors regarding back order availability, future inventory and special orders.
    • Accurately logged all daily shipping and receiving orders.
    • Referred unresolved customer grievances to designated departments for further investigation.
    • Verified that all customers received receipts for their purchases.
    • Guided employees through routine and complex administrative situations with the decisive but motivational approaches.
    FRONT DESK MANAGER, NIGHT AUDITOR, 09/2016 to 05/2019
    LaBellasera Hotel&SuitesCity, STATE,
    • Managing and training the Front Office staff.
    • Ensuring the front desk provides a professional and friendly service for guests.
    • Dealing with guests.
    • Arranging staff scheduling.
    • Acting as liaison between General Manager and staff.
    • Maintains working relationships and communicates with all departments.
    • Resolves guest problems quickly, efficiently, and courteously.
    • Updates group information.
    • Maintains, monitors, and prepares group requirements.
    • Relays information to appropriate personnel.
    • Reviews and completes credit limit report.
    • Works within the allocated budget for the front office.
    • Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
    • Monitor high balance guest and take appropriate action.
    • Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration change.
    • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
    • Perform other duties as requested by management , AT HAMPTON INN & SUITES PASO ROBLES.
    • Ensure the maintenance of professional financial standards throughout the hotel.
    • Undertake a review of end-of-day takings against logged reports.
    • Edit all reports to ensure accuracy and full completion.
    • Investigate any anomalies found between daily reports and takings.
    • Train the Night Managers in ensuring the accurate completion of systems and processes.
    • Assist the Night Manager in emergency situation.
    • Runs daily reports and attaches the appropriate corresponding documentation.
    • Promptly answers the Front Desk telephone within three rings using the correct daytime greeting and proper telephone etiquette.
    • Inputs messages into the computer.
    • Retrieves messages and communicates the content to the guest.
    • Assists guests at check out, inquires about satisfaction of stay, and resolves any issues if necessary.
    • Also encourages guests to leave positive feedback on social media outlets.
    • Fields Guest complaints, conducting thorough research to develop the most effective solutions.
    • Maintains presence at desk during all hours of operation and communicates effectively with individuals inside and outside the facility.
    Front Desk Manager, 06/2019 to Current
    Oxford Hotel GroupCity, STATE,
    • Managing and training the Front Office staff.
    • Ensuring the front desk provides a professional and friendly service for guests.
    • Dealing with guests.
    • Arranging staff scheduling.
    • Acting as the liaison between General Manager and staff.
    • Maintains working relationships and communicates with all departments.
    • Resolves guest problems quickly, efficiently, and courteously.
    • Updates group information.
    • Maintains, monitors, and prepares group requirements.
    • Relays information to appropriate personnel.
    • Reviews and completes the credit limit report.
    • Works within the allocated budget for the front office.
    • Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
    • Monitor high balance guests and take appropriate action.
    • Operate all aspects of Front Office computer system, including software maintenance, report generation, and analysis, and simple configuration change.
    • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
    • Perform other duties as requested by management.
    • Provided key administrative support to 25 coworkers, taking on tasks like revenue management and F&B inventory during peak times.
    • Managed team of 9 GSR s and 3 Bartender and Servers, promoting a positive work environment through effective communication, active engagement, and hands-on assistance.
    • Planned customized itineraries for guests, which included [Type] lodging and wine tasting and activities around the county, resulting in the promotion of local tourism and entertainment industries.
    • Personally addressed and welcome 100 guests to business per day, improving overall customer service and engagement.
    • Monitored reservations to track incoming parties and special events.
    • Secured guest valuables in main safe or individual boxes.
    • Worked with Sales Manager and General Manager to meet all incoming guest needs, smooth check-in processes and maximize satisfaction.
    Education and Training
    Bachelor of Science: Hotel Management, Expected in 2005
    Suez Canal University - ,
    GPA:
    • Adult, Child And Baby First Aid/CPR/AED
    • Adult, Child And Baby First Aid/CPR/AED RedCross
    Associate of Arts: German Language and Literature, Expected in 06/2008
    Goethe Institut Cairo - ,
    GPA:
    Associate of Arts: Polish Language, Expected in 06/2010
    Polish-Egyptian Friendship Society - Cairo Egypt,
    GPA:
    Associate of Arts: Emotional Intelligence & Communication Skills, Expected in 11/2012
    Egyptian General Tourist Guide Syndicate - Cairo-Egypt,
    GPA:
    Osha Academy Safety & Health Training : Occupational Safety Degree, Expected in 07/2017
    Osha Academy Safety & Health Training - Osha Academy Safety & Health Training ,
    GPA:
    CPR : CPR, Expected in 07/2019
    American Red Cross - Paso Robles,
    GPA:
    Activities and Honors
    • Acknowledgment as one the best tour guides in Egypt of the year 2006 in Egypt from the Egyptian Tour Guide Syndicate.
    • The employee of the year 2017 laBellasera Hotel & Suites.
    • The employee of the quarter 2018 laBellasera Hotel & Suites.
    • Emotional intelligence certification award.
    Willing to relocate: Anywhere
    Additional Information
    • Willing to relocate: Anywhere

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    Resume Strength

    • Measurable Results
    • Personalization
    • Target Job

    Resume Overview

    School Attended
    • Suez Canal University
    • Goethe Institut Cairo
    • Polish-Egyptian Friendship Society
    • Egyptian General Tourist Guide Syndicate
    • Osha Academy Safety & Health Training
    • American Red Cross
    Job Titles Held:
    • Tour Guide & Tour Operator
    • CUSTOMER SERVICE SUPERVISOR
    • FRONT DESK MANAGER, NIGHT AUDITOR
    • Front Desk Manager
    Degrees
    • Bachelor of Science
    • Associate of Arts
    • Associate of Arts
    • Associate of Arts
    • Osha Academy Safety & Health Training
    • CPR

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