Dynamic Hospitality Manager skilled in developing and training teams, effectively controlling costs and achieving revenue
and the highest guest satisfaction ratings in competitive environments. Expert communicator passionate about fostering a
positive and results- oriented team culture.
11/2016 to 04/2017
Front Desk SupervisorHotel-Resort Sheraton Tysons Hotel － VA
Acted as hotel Manager on duty and filled in for Front Office Manager at 450 room-resort hotel, including Front
Office, gift shop, dining room, lounge and snack bar.
Trained employees in all Front Office operations, including cash handling, guest service, switchboard, record keeping
and hotel policies and regulations.
Monitored the appearance and performance of the front desk staff as well as luggage and door attendants, PBX
associates and shuttle drivers, a total of 22 employees.
Managed all day-to-day activities involving guests, subcontractors and property management.
Oversaw operational functions consistent with the strategic plan, the fiscal budget, and the short term and long-term
Worked closely with management to drive revenue.
Analyzed business forecasts and schedules accordingly.
Fostered strong working relationships with all hotel departments.
Assisted housekeeping in day-to-day activities.
Point of contact for all VIP and Ambassador Guests.
Spoke with guests to ensure a positive memorable stay, as well as handled guests in need of service recovery.
Performed an average of 80 follow-up phone calls per day to undercover needs and desires regarding guests stay and
Followed up with any "Red Flag" GSS surveys and report back to Front Office Manager.
Implemented incentive programs to drive Social Media and Guest Experience Scores.
Attended and conducted resume and interdepartmental meetings to enhance guest experience and communication
within the hotel.
Assisted with new hire training and the development of existing staff.
Oversaw agents room upgrade program which generates additional rooms revenue per month.
Documented any deficiencies so that they were corrected and improved upon, as well as recognized and rewarded
Reconciled daily receipts and post data to spreadsheet, tracing discrepancies and ensuring accuracy in every detail.
Performed quality control audits and ensured hotel credit policies are enforced.
Responsible for staff understanding and compliance with medical protocols, risk management and safety procedures,
regulations regarding patient rights, HIPAA requirements, infection control protocols and applicable OSHA
01/2013 to Current
Night Auditor & Front Desk ConciergeBest Western Leesburg Hotel & Conference Center － Leesburg, VA
Managed and maintained hotel during the overnight shift.
Accounted for all transactions occurring during the day, recorded them properly and closed out each 24-hour period.
Generated reports outlining room occupancy totals, daily transactions, revenue totals and other figures for
Preformed bookkeeping activities, such as balancing guests ledgers and handling monetary transactions with
Added and balanced additions and deletions to accounts receivable during the previous day.
Prepared housekeeping reports and express check-out receipts for the next day.
Checked and verified the room status report and analyzed any discrepancies.
Kept records of room inventory (vacancies, reservations, room assignments), manually or using computers.
Coordinated guest room maintenance work with the maintenance department.
Reported necessary requests and occurrences to host or general manager.
Used persuasive and aggressive selling techniques to sell rooms and to promote other services of the hotel.
Completed special requests and wake up calls and assisted in breakfast bar setup if needed.
01/2013 to Current
Front Office ManagerBest Western Leesburg Hotel & Conference Center － Leesburg, VA
Assumed host responsibility in times of vacation and upheld and enforced the property's mission and standards.
Ensured guests received professional, efficient, prompt and courteous service.
Ensured initial and ongoing training and development of hotel staff to enable effective job performance, teamwork
attitude, clear communications and compliance to assigned position performance standards.
Planed, developed and implemented the property policies and goals, maximizing standard of guest service,
occupancy, rate and revenue goals.
Revised and maximized selling strategies appropriately, and leads front desk staff in managing hotel reservations
system to goal.
Accurately managed daily operating, petty cash bank, audit files and procedures, accounts receivable, bank deposit
and all other accounting required.
Coordinated with the sales department on group booking for rooming lists and deposits as well as banquet event and
schedules and deposits.
Updated rates and inventory as required in computer system.
Cultivated strong working relationships and communication with hotel staff, executive staff, and other departments to
ensure maximum operating effectiveness and fulfillment of special events needs.
01/2013 to Current
Front Desk Guest Satisfaction SpecialistBest Western Leesburg Hotel & Conference Center － Leesburg, VA
Accountable for high level of Guest Satisfaction.
Display exceptional people and communication skills.
Provide accurate, specific and timely feedback for Guests surveys on their personal experience and address Guest
concerns for anything less than 5-Star experience.
04/2006 to 01/2013
Retail Sales AssistantNine West Outlet － Leesburg, VA
Excelled greatly in every aspect of retail requirements.
Worked as a team member to provide the highest level of service to customers.
Maintained constant presence on sales floor to address customer needs.
Approached browsing customers and initiate conversations to determine buying preferences.
Inquired about buying experience, item preferences, and future purchases.
Completed sales contracts.
Sign customers up for marketing lists and inform of upcoming promotions or customer events.
Built relationships with customers to increase repeat business.
Stocked and created visual displays.
Opened and closed the store, including counting cash, opening and closing cash registers, creating and completing all
Education and Training
Front Office Hospitality Manager Certified : Hospitality Management
American Hotel & Lodging Association - Washington, DC
Promoted to Front Office Manager after 1 year with The Best Western Hotel in Leesburg, VA.Completed 21 week Leadership Class- 21 Irrefutable Laws of Leadership.
Built sustainable relationships with Corporate Account holders, resulting in increased trust and increased business
Hotel Operations and Management Resort Experience
Revenue Generation Reservations and Booking System
Budgeting and Cost Control Inventory Management Systems
Time Management Guest Satisfaction Specialist
Planning and Staff Training Development Luxury Guest Services
Leadership Exceptional Communication
Team building Adaptability and Responsiveness
Skilled Negotiator Highly Dependable
accounting, accounts receivable, bookkeeping, Budgeting, budget, buying experience, cash handling, cash registers, closing, communication skills, contracts, Cost Control, credit, DC, Dependable, drivers, Staff Training, special events, Front Office, Front
Office, general manager, infection control, inventory, Inventory Management, Team building, Leadership, managing, marketing, meetings, Negotiator, next, PBX, persuasive, policies, property management, protocols, quality control, express, record keeping, retail, risk management, safety, selling, sales, spreadsheet, strategic, surveys, switchboard, teamwork, phone, Time Management, upgrade, visual displays
Front Office Hospitality Manager Certified : Hospitality Management American Hotel & Lodging Association - Washington, DC
Promoted to Front Office Manager after 1 year with The Best Western Hotel in Leesburg, VA.
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