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Front Office Manager Resume Example

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FRONT OFFICE MANAGER
Summary

Forward-thinking hospitality manager with proven leadership, planning and problem-solving abilities. Help senior business leaders accomplish demanding objectives by motivating staff and organizing resources. Systematic and well-organized in maintaining coverage for all operational needs.

Seasoned Front End Supervisor proficient in hotel operational procedures, leading teams and training employees. Reliable and diligent professional with first-rate skills in assigning, overseeing and assessing work bringing several years of experience.

Skills
  • Sales monitoring
  • Product and service knowledge
  • Orientating and training
  • Staff training and development
  • Customer rapport
  • Project management abilities
  • Customer relations
  • Marketing tactics
  • Microsoft Office expertise
  • Adobe Creative Suite (Photoshop, Illustrator, Dreamweaver)
  • Staff development
Experience
06/2017 to Current
Front Office ManagerCanaan Valley Resort State Park － Davis, WV
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Efficiently organized resources and staff necessary to handle any requirements and maintain strong service levels.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Provided effective quality control oversight and eliminated downtime to maximize revenue.
  • Kept a close eye on the front desk so that any issues that arose could be promptly addressed and resolved.
  • Interviewed, onboarded, developed and oversaw daily activities of a number of clerical and administrative office personnel.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Consistently try to meet budget targets and quality standards by proactively leading team members and monitoring operations.
  • Set and optimized employee schedules to secure proper coverage for all shifts.
  • Provided key administrative support to coworkers, taking on tasks like help with marketing, website and Facebook, keeping up with posting events to reader board, etc.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Conducted annual performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
  • Provided property details to patrons, including dining areas, pool, spa and fitness center.
  • Introduced all team members to latest hotel services, encouraging staff to discuss offerings with guests upon checking in.
  • Prepared departmental budgets, analyzing of historical data, projected spending and actualized costs.
  • Backed up all front desk employees and subbed in if there was an absence or someone was away from the office.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Became part of a Senior Leadership Team which is made up of 5 members, meeting once a week to share thoughts and recommendations on all operations.
  • Track all expenses relating to my department and reconcile month end profit/loss statements.
  • Oversee the manager of the Housekeeping department, track payroll for that department as well as expenses, all room issues, etc.
  • Familiar with all aspects of Visual One Hotel reservation software program
  • Familiar with PC compliant readers, rules and regulations.
  • Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
  • Familiar with Group Conferences, Reunions, Weddings, etc. tax-exempt statuses, credit card authorizations, and direct bill applications.
  • Reconcile all 3rd party reservation invoices.
02/2015 to 05/2017
Hotel Assistant General ManagerBest Western Pentagon － Arlington, VA
  • Evaluated employee performance and developed improvement plans.
  • Interviewed, hired all front desk and housekeeping staff
  • Assisted the General Manager with all duties required to operate the hotel.
  • Corporate stay tracking for all guest.
  • Inspection of rooms on a daily basis.
  • Submitting payroll to the owner.
  • Coding and submitting A/P to corporate offices.
  • Familiar with Webvu Credit Card Batching
  • Tracked Linen inventory/Par Levels
  • Started a bonus program for Front desk employees, tracked and submitted to corporate for payment each week.
  • Familiar with Room Master Reservations systems
  • Performed Night Audit duties
  • Sales Calls
  • Direct Billing of all Corporate Accounts
  • Oversaw complete renovations of most departments throughout the property, including front lobby, restaurant, and rooms.
  • Interacting with guest from all parts of the world, using translators on cell phones to communicate with guests and get them the information they need.

Assistant ManagerMicrotel Inn & Suites － Buckhannon, WV
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Was responsible for regulating and maintaining several property operations such as staff payroll, training, P&L and daily expenditure.
  • Achieved exceptional guest satisfaction through resolving problems, addressing complaints and expertly responding to customer inquiries and requests.
  • Trained new hires during orientation on hospitality, guest relations, policy, acceptable service and procedures
  • Ability to work well in high pressure situations
  • Proficient in the use of common MS Office applications
  • Reviewed guest feedback online and on hotel website
  • Scheduled bookings and checked guests in and out during busy periods.
  • Answered phones and responded to email inquiries.
  • Worked with marketing team on efforts to increase guest bookings.
  • Responded to guest complaints.
  • Maintained inventories of hotel supplies and prepared purchase orders.
Education and Training
05/1978
High School DiplomaBuckhannon Upshur High － Buckhannon, WV
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Resume Overview

Companies Worked For:

  • Canaan Valley Resort State Park
  • Best Western Pentagon
  • Microtel Inn & Suites

School Attended

  • Buckhannon Upshur High

Job Titles Held:

  • Front Office Manager
  • Hotel Assistant General Manager
  • Assistant Manager

Degrees

  • High School Diploma

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