Front-Office/Housekeeping Manager Resume Example
Performance-driven leader with proven experience in world-class hospitality and property management. Professional with over 20 years' experience in unionized NYC hospitality with extensive experience in cultivating guest relationships, provision of housekeeping services in accordance to procedures and protocols of establishment, diligently maintained guest relationship through high-performance teams driven by contentment, maximized room package bookings, and return visits.
Exceptional leader talented at empowerment, time management, and guest relations. Technically-savvy with outstanding relationship building, training and presentation skills.
Top producing sales professional and expert in the hospitality industry. Dynamic communicator who consistently exceeds goals and company expectations.
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Highgate Hotels – Tucson , AZ
- Provided operational leadership for the morning and evening shift for a 283 room airport property, unionized hotel Diligently communicated with guests to ensure all their issues were resolved; guest satisfaction brought scores up by 30% Implemented guest related issues within daily management log which contributed to guest satisfaction Negotiated contracted rates and handled reservation activities for large numbers of airlines.
- Recognition of Silver, Gold, Platinum rewards Member Coached, counseled, evaluated union associates of 48 + employees in both housekeeping department and Front-Desk department.
- Delegated specific assignments to room Attendants.
- Diligently inspected rooms to ensure rooms were in compliance to Marriott Standards Maximized scores by 30% by responding within 24hrs to guest feedbacks which put forward excellent guest satisfaction after stay.
- Ordered supplies within front office department thru Buyers Efficient Handled petty cash Maintained calendars for future events Handled auditing of cashier banks over $1000 plus Balanced in-house guests accounts and processed credit checks.
Hyatt – Santa Cruz , CA
- Provided operational leadership for the morning and evening shift for a 27 room limited service property.
- Increased revenue by creating and implementing room booking packages for members and non-members Negotiated rates and handled all reservations and group bookings for non-members.
- Trained employees on a monthly basis resulting in better services for all guests Held monthly front office meetings to motivate staff to improve quality of service.
- Implemented 30 day action plans for employees by developing and maintaining weekly schedule for six front office division employees Managed security concerns, screened all who enter to various locations of building-drafted Emergency Safety Manual, and implemented fire safety drills.
FLATOTEL – City , STATE
- Provided operational leadership for the evening shift for a 273 room full service unionized hotel (including front office and food and beverage departments) Created and maintained weekly schedule for over twenty five employees within the front office division (including front desk, bell/door staff, reservations, and telecommunications) Increased revenue by creating and implementing incentive programs including upsell and perfect sellout nights.
- Finalized and submitted weekly payroll which included all necessary paperwork, overtime approval, portage breakout and adjustment requests.
- Slashed payroll by 30% by scheduling accordingly due to occupancy while enhancing services.
- Recruited, trained and evaluated employees within the Front Office Departments.
- Ensured department standards were being adhered to during each staff interaction with guests.
- When necessary disciplined staff which included verbal and documented warning as well as suspensions.
- Diligently communicated with guests to ensure problems were resolved to their satisfaction and without cost.
- Noted guest related issue within daily management log.
- Served as weekend manager on duty every three months which included room inspections, weekend reports and ensuring all departments are performing as expected.
Software: Epitome (Property Management System), Fosse (Property Management System), OPERA (Property Management System) TimeSaver (Payroll system), Ihotelier (Reservation system), Hotel Expert (Guest Request Tracking system), and Microsoft Office Suite (Excel, Word, PowerPoint and Outlook)
Documented and resolved guests /employees issue which led to 30% increase of guest satisfaction, staff empowerment, and exceeded service expectations due to continued staff evaluations, training, and monthly meetings.
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Resume Overview
School Attended
- City College of New York LaGuardia Community College
Job Titles Held:
- Front-Office/Housekeeping Manager
- Front-Office Supervisor
- Front-Office Manager
Degrees
- Business Administration Coursework Business Administration coursework :
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