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Front Desk Supervisor Resume Example

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FRONT DESK SUPERVISOR
Professional Summary

Experienced [Job Title] offering [Number] years of superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in [Software] and [Software], with friendly and decisive approach to resolving challenges. Meticulous [Job Title] offering [Number] years of experience in guest service environments. Adaptable and energetic coupled with talents in [Skill] and [Skill]. Customer-oriented multitasker pursuing [Type] position with exciting establishment. Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner.

Skills
  • VIP guest relations
  • System updates
  • Safety and security
  • Cash control
  • File management
  • Check-in and check-out procedures
  • Rate changes
  • Word processing
  • Training and development
  • Complaint management
  • Cash handling
  • Time management
  • Decision-making abilities
  • Social perceptiveness
  • Team leadership
  • Goal-oriented
  • Training development aptitude
  • Skilled problem solver
  • Shipment processing
  • Call center transactions
  • Planning and Organization
  • Credit card processing
  • Team building expertise
  • Patient care and physical therapy
  • Cash handling and management
  • Client relations strength
  • Luxury furniture sales
  • Quick learner
  • Personable
  • POS systems knowledge
  • Active listening skills
  • Customer expectations management
Work History
01/2019 to CurrentFront Desk SupervisorAloft Hotel | Sunnyvale, CA
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Oversaw allfront desk operations with eye for hotel reputation, staff productivity and operational efficiency.
  • Scheduled and assigned daily work and activities for [Job titles].
  • Checked guests in out of hotel, made reservations and processed payments.
  • Oversaw fast-paced front desk operations at busy [Type] facility with as many as [Number] nightly guests.
  • Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Supervised [Number] administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Sorted mail and other important data upon [Job Title]'s absence, promoting quick delivery of all messages to recipients.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Entered customer data using [Type] software and updated information whenever patrons changed rooms.
  • Arranged accommodations and travel plans for visitors and presented updated itineraries.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Immediately contacted housekeeping staff and maintenance department regarding guest room issues, including [Type] and [Type] to promote quick remediation.
  • Prepared weekly employee work schedules for [Number] team members ensuring all shifts received adequate coverage.
  • Greeted and welcomed new members, establishing and updating memberships to [Company][Type] programs.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Built talented team through hiring and training new associates.
  • Greeted [Number] daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Created monthly meetings for cashiers and membership desk associates.
  • Maintained transaction security by verifying payment cards against identification.
  • Conducted financial audits on scheduled basis.
  • Balanced hotel accounts at end of day.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
06/2018 to 12/2020Front Desk AgentHotel Strata | Mountain View, CA
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Planned coverage needs and organized services to support incoming special events.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Acquired in-depth knowledge of surrounding area to provide guests with information about dining options, entertainment and [Type] activities.
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Provided services efficiently and with high level of accuracy.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies.
  • Executed positive demeanor to each and every visitor approaching front desk.
  • Sorted mail and other important data upon [Job Title]'s absence, promoting quick delivery of all messages to recipients.
  • Prepared weekly employee work schedules for [Number] team members ensuring all shifts received adequate coverage.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Entered customer data using [Type] software and updated information whenever patrons changed rooms.
  • Promptly answered multi-line phone system and greeted callers enthusiastically.
  • Answered customer telephone calls promptly and appropriately.
  • Oversaw fast-paced front desk operations at busy [Type] facility with as many as [Number] nightly guests.
  • Supervised [Number] administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
  • Immediately contacted housekeeping staff and maintenance department regarding guest room issues, including [Type] and [Type] to promote quick remediation.
  • Maintained transaction security by verifying payment cards against identification.
  • Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable and handling purchases at gift shop when required.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
  • Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
  • Quickly answered calls and routed to proper guest or department using multiline phone system.
01/2017 to 09/2020Assistant ManagerTrinethra Supermarket | Cupertino, CA
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Increased sales revenues by [Number]% over [Timeframe] by promoting complementary products and educating customers about store promotions.
  • Coached team on effective upselling and cross-selling methods.
  • Monitored employee performance and developed improvement plans.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Supported staff development and goal attainment by focusing on skill development and job satisfaction.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions.
  • Provided current employees options for additional training opportunities.
  • Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
  • Supervised team of [Number] employees and provided feedback on performance.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Advanced to keyholder and assistant manager-in-charge in manager's absence.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
  • Implemented [Type] programs for [Type] tasks, achieving [Result].
  • Completed [Timeframe] inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Promoted to Assistant Manager after only [Number] months with company.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Reduced financial discrepancies [Number]% by monitoring monetary transactions, including credit card sales and deposits.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Interviewed, hired and trained [Number] staff associates and equipped to comply with company policies and procedures.
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
  • Assessed workloads to meet seasonal fluctuation needs.
  • Compiled [Type] and [Type] reports to help senior leaders effectively plan business direction and operational strategies.
  • Created and implemented incentive initiative for on-the-job safety and achieved [Number] years with no Workers' Compensation claims.
  • Assisted Manager in interview process of prospective employees and provided feedback.
12/2016 to 11/2017SupervisorNecessary Objects Ltd. | Manhattan, NY
  • Oversaw and optimized work of [Number][Job title]s performing high-quality [Type] work.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Revitalized [Type] area operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality.
  • Boosted group production [Number]% by devising and deploying improved [Type] approach.
  • Prepared, calibrated and monitored production machinery to maintain optimal production levels and consistently achieve daily targets.
  • Enhanced training programs to strengthen employee knowledge and promote new managers from within.
  • Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Introduced team contests and goals to enhance productivity and improve employee morale.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Oversaw talented team of [Number][Job title]s by actively communicating project information, remedying issues and delivering positive feedback.
  • Positioned as primary liaison to streamline operations of multiple lines of business within organization.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Partnered with and supported [Job title] to ensure [Type] regulations, laws and established policies were enforced and adhered to throughout all operational facets.
  • Performed [Timeframe] evaluations and reviews for [Number] employees.
  • Interviewed, hired and trained new employees for [Job title] position.
  • Maintained compliance with company policies, objectives and communication goals.
  • Worked with management team to implement proper division of responsibilities.
  • Tracked and prepared [Timeframe] reports of sales goals for [Product or Service] to management.
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
  • Set overall vision and provided team leadership.
  • Directed staff of [Number] personnel and managed budget totaling $[Amount] annually.
  • Monitored workshop work flow for [Number] employees.
  • Mentored newly hired employees on [Type] equipment and [Task] and developed training manual for all [Job title]s to use for reference purposes.
  • Delegated tasks to others on grooming team.
  • Helped foster culture of customer centricity by aligning with product, marketing, operations, finance and executive teams to drive initiatives centered on customer success
  • Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
  • Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
  • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
Education
05/2018Associate of Science | Hotel ManagementDe Anza College, Cupertino, CA
Accomplishments
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Inside Sales - Met and exceeded quotas generating 65+ calls per day on leads for software maintenance renewals.Served as communication link between engineering consultants, MIS management and staff.
  • Received the "Employee of the Month" award after [Number] months of employment.
  • Managed and led a team of [Number] Retail Sales Associates.
  • Financial - Compiled inventory lists and worked with vendors for product pricing and special orders.Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • [Number] WPM data entry rate, with [Number]% accuracy.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Named “Employee of the Month” in [Month, year].
  • Customer Service - Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.Handled guest complaints, maintaining a positive dining experience for all rest.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Market Research - Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Promoted to Key Holder after only [Number] months of employment.
  • Promoted to [Job Title] after only [Number] months of employment.
  • Achieved status as one of [Number] top sales performers in the region comprised of [Number] stores.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Managed more than [Number] customers during demanding sales events in an effective and gracious manner.
  • Won the “Customer Service Associate of the Month” Award, [Month, year].
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
Affiliations
  • Member, International Association of Administrative Professionals (IAAP)
  • International Customer Service Association
  • Member, [Professional Organization Name], [Year] to Current
  • Association of Health Care Administrative Assistants (AHCAA)
  • Virtual Association for Administrative Professionals (VAAP), member 2009 - Present
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Resume Overview

Companies Worked For:

  • Aloft Hotel
  • Hotel Strata
  • Trinethra Supermarket
  • Necessary Objects Ltd.

School Attended

  • De Anza College

Job Titles Held:

  • Front Desk Supervisor
  • Front Desk Agent
  • Assistant Manager
  • Supervisor

Degrees

  • 05/2018 Associate of Science | Hotel Management

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