Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Hospitality Graduate with 3 years of Hotel operations Experience in all Departments of the Hotel. Successfully held one year of Manager on Training in Rooms Operation with Luxury Hotel in India, Part of the Program went through Different levels of Management Positions in Hotel. in this Role supervised Front Desk, Bellman, Concierge & Reservation Teams . this was the stage for me to Learn from the Senior Hospitality Leaders. I have also completed one year of Internship with Marriott Hotels in Nashville on Front Desk & Guest Relations . Presently working as Front Desk Supervisor with Marriott Property. in my Current Role my Responsibilities also includes Training & supervising new Hires, Preparing Daily Reports, Handling Guest Complaints , Monitoring Front Desk Team. Having an extensive Understanding of Luxury Hotel Operations Experience , abilities & skill set of Managing a Team, Actively Applying for Associate Front Desk Manager Position with an Upscale Hotel in New York City.
Skills
Effective written and verbal communication skills
Guest Services
Strong interpersonal skills
Organized & detail oriented
Multitasking
Management & Leadership
Attentive
Able to work flexible schedules
Operational Knowledge
Staying focused,calm on rush hours
Professional Appearance
Front Office
Sales
Team Building
Innovative
Experience
06/2019 to CurrentFront Desk SupervisorCrystal Springs Resort | Hamburg, NJ,
Reports to Front office Director. Shift Handovers from Previous Shift.Checking for Daily Arrivals ,Departures, Rooms Inventory to Manage Hotel Operations smoothly
Checking In Guests by obtaining Proper Identification & Credit Card Authorizations after Checking complete Reservation details,Ensuring Guest folios are settled In Desired folio based on their Reservation Type
Providing above & beyond services for every guest, while taken extra care for loyalty members, such as Giving room upgrade based on Availability according to their Preference
Controlling room Inventory through making possible changes BY switching room types
Led the Front Office team, Monitoring Front Desk & Bell team. resolving Guest issues, Ensuring Hotel Policies & Guidelines followed by All Team Members
Prepared airlines lists for everyday after receiving daily crew arrival list, copying same to PMS. making their Room Keys In Advance, Handling keys to Airline crew, providing cash Allowances & obtaining their signatures
Checked everyday VIP's , Groups Arrivals, Coordinated with House Keeping team to get VIP & group rooms In time
Worked on Different Complex Software, worked on GXP for running & following guest cases & Special requests
Checking Everyday emails for guest Requests, Replying to them if needed
Completed all assigned tasks, reports, projects etc. In professional manner and on-time basis
Explaining guests about Hotel Facilities,Providing Transportation Information to first time guests
Supervised and guided new employees on PMS and responded quickly to questions, which improved understanding of job responsibilities
Engaging guests throughout their stay to ensure they're always Felt Welcomed.. Provided appropriate solutions to their concerns if any
Coordinating with Housekeeping team to Get rooms on time. rushing rooms for early check ins or at no room availability situations
Using set of recovery plans for unsatisfied guests & for guests whom expectations not met during their stay
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns
Developed vast knowledge of Local area to provide guests with information about dining options, things to do In city
Promoted loyalty by signing customers up for Marriott rewards program and encouraged repeat stays through exceptional service
Maintained financial accuracy by collecting deposits, fees and payments
Reported facility and room maintenance problems to appropriate personnel for immediate remediation
Experienced In Night auditing.Verifying Daily Postings, attached Appropriate bills to Guest Folio's, Prepared daily Reports.made Adjustments,Checked for Daily Allowances. Book Keeping
Trained team members on new hotel services and products to support promotional efforts
Handling everyday Bank Worth of $ 3700 to make Cash Transactions.Cash Exchange & selling Ferry tickets, Preparing daily Front Desk Cashiering Report after Shift
Conducted Training Sessions for Front Desk Team on How to Deliver exceptional Hospitality to Guest's.
03/2018 to 03/2019InternWyndham Worldwide | Fresno, CA,
Assisted Guests while Checking In & Check Out from Hotel
Managed Phone calls Regarding Guest Concerns, special Requests Assisted them Providing Full on, Alternative Options by Speaking with on duty Manager
Answers hotel internal and external phone calls and provides information as needed; takes messages for hotel guests and assures receipt
Escorted VIP's to their Rooms explaining every Information about Hotel including Hotel Bars, Restaurants, local Food dine in Options
Given everyday Amenities & Mini bar lists to F& B Colleagues explaining Timeline's and Special requests
Fulfills guests’ needs, Ensuring their stay is as pleasurable as possible; assists with Dining, Entertainment, or transportation Reservations as needed
Oversaw everyday Shift tasks. Handled Guest Complaints and Offered Complimentary Services Regarding their Issues by Discussing with Supervisors to maintain High Satisfaction rates
Provided efficient Services with High level of Accuracy
Ensured Optimal Guest Experience by Seating, providing Complete Information about the Menu, taken Orders and Serving Food items
Coordinated with Kitchen team to ensure Order Accuracy & Accompanying Financial Transactions using Digital Point of Sale Systems
Made and confirmed Reservations for Future Hotel Guests following Established Procedures Including but not limited to Assuring Room Availability Obtaining all necessary information Assuring guest understands all Hotel Policies particularly with Regard to Reservation Cancellation
Possesses and maintains thorough knowledge of Hotel and area’s Attractions
Maintained food Hygiene Accordance to Brand Standard and Guidelines
Learned & performed all other Front Office tasks in Fast Paced Environment
Provided property details to patrons, including dining areas, pool, spa and fitness center
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues
Arranged special accommodations for guests to maintain optimal satisfaction
Managed customer complaints and rectified issues to complete satisfaction
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout
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
Took reservations over phone, in person and via computer for guests and provided confirmation information
07/2015 to 06/2016Management TraineeChefs Warehouse | Napa, CA,
Extensive Understanding of Business Practices, Importance of every Department for Successfully Running Luxury Hotel
Shadowed Senior Managers to learn all related Tasks & Responsibilities
Led 3-7 Employees in every Department of hotel conducting Daily Meetings, Briefings. Solved issues arising Shift
Negotiated with Large Group tour Operators Regarding Weddings,Seminars,Conferences and other Events by Providing Best available Room Rates
Supervised Housekeeping Team by Providing everyday Rooms list based on Arrivals. Inspecting Rooms before Check ins
Supervised staffing levels to Ensure that Guest Service
Ensured Operational needs and financial objectives are met
Trained employees to create Awareness of Business Objectives and Communicate expectations
Acted as Manager using Interpersonal and Communication skills to Lead, Influence and Encourage Team members
Provided Updated room Availability and Rate Information to Guest Service Agents and other departments as directed
Check outs & Check Ins Completed Efficiently and Orderly
Assisted in Oversee Facility Operations Including Guest Service, Sales, Housekeeping,Food & Beverage & Human Resources
Education and Training
Expected in Bachelor of Science | Hotel ManagementOsmania University, Hyderabad, GPA:
Activities and Honors
Certifications
Global Management Development Program in International Hospitality
Marriott Front Office Leader Training.
Accomplishments
Received high score ratings from guest surveys due to professionalism, exceptional service, and quick response times.
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