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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
  • Microsoft Office
  • Invoicing and billing
  • Conflict management
  • Listening skills
  • A/P and A/R Payroll and benefits
  • Scheduling and calendar management
  • Training and coaching
  • Exceptional customer support
  • Administrative skills
  • Process improvements
  • Accuracy and efficiency
  • Product knowledge
  • First Aid/CPR
Experience
11/2013 to 10/2017
Front Office ManagerHoliday Inn Express And Suites － Kingsville, TX
  • 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 Rental － Corpus Christi, TX
  • 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 － Corpus Christi, TX
  • 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 － Corpus Christi, TX
  • 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 － Bishop, TX
06/2019
Associate of Applied ScienceCoastal Bend College － Kingsville, TX
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Resume Overview

Companies Worked For:

  • Holiday Inn Express And Suites
  • Penske Truck Rental

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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