Front Office Manager Resume Example
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FRONT OFFICE MANAGER
Summary
Resourceful and adaptable with over 8 years of experience in scheduling, staff training, protocol development and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management (CRM), time management and conflict resolution. Customer- focused leader seeking to leverage background into operations manager role.
Skills
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Experience
11/2013 to 10/2017
Front Office ManagerProper Hospitality － Los Angeles , CA
- Supervising of all employees from multiple departments to ensure all job tasks are completed in the correct manner.
- Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Drove client retention and increased revenue by driving effective customer relationship management protocols.
- Managed customer complaints and rectified issues to complete satisfaction.
- Utilized active listening skills to quickly resolve problems and escalated larger issues to the General Manager.
- Input customer data using OPERA software and made immediate updates to reflect room changes.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Promoted the IHG Rewards Program and met monthly goal sign ups.
- Participated in the hiring, training and termination process for all departments.
- Introduced all team members to latest hotel services, encouraging staff to discuss offerings with guests upon checking in.
- Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Consistently met budget targets and quality standards by proactively leading team members and monitoring operations.
06/2018 to 03/2020
Senior Rental RepresentativePenske Truck Leasing － Buckingham , IL
- Earned reputation for good attendance and hard work.
- Improved customer satisfaction by finding creative solutions to problems.
- Reviewed daily sales transactions and analyzed for errors.
- Delivered top quality customer service in professional manner while managing multiple tasks.
- Resolved customer complaints and fostered customer retention and loyalty.
- Improved operations by working with team members and customers to find workable solutions.
- Handled all delegated tasks, including PM Scheduling while maintaining an above 95 percentage for the rental department.
- Maintained Sister City Planner to a minimum and updated supervisors daily.
- Recognized by management for providing exceptional customer service which led to a promotion to Assistant Branch Rental Manager.
10/2017 to 06/2018
Rental RepresentativePenske Truck Rental － City , STATE
- Resolved customer complaints and fostered customer retention and loyalty.
- Responded effectively to customer questions and inquiries and provided information regarding products.
- Delivered top quality customer service in professional manner while managing multiple tasks.
- Processed order transactions, including debit and cash operations.
- Earned reputation for good attendance and hard work which led to the promotion from part time to full time Senior Rental Representative.
03/2020 to Current
Assistant Branch Rental ManagerPenske Truck Rental － City , STATE
- Drove profit increases by leveraging market knowledge and natural leadership talents.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Inputted customer data into Rental Net/CMS/Service Net system, safeguarding financial and personal information to avoid breaches.
- Oversaw personnel recruitment, performance and scheduling.
- Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
- Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.
- Ran daily reports to assess performance and make proactive adjustments.
- Increased overall team efficiency and productivity.
- Addressed internal and customer-related issues each day and affected strategic resolutions.
- Extended existing customer relationships through extensive communication.
- Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
Education and Training
05/2013
High School DiplomaBishop High School － City
06/2019
Associate of Applied ScienceCoastal Bend College － City
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Resume Overview
School Attended
- Bishop High School
- Coastal Bend College
Job Titles Held:
- Front Office Manager
- Senior Rental Representative
- Rental Representative
- Assistant Branch Rental Manager
Degrees
- High School Diploma
Associate of Applied Science
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