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Front Office Manager Resume Example

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FRONT OFFICE MANAGER
Professional Summary

Pursuing a career in the hospitality industry giving 6 exceptional years. The exception to utilize my experience and knowledge to challenge my role and opportunities allowing me to professionally grow in the hospitality industry. Professional high skilled trained in front office operations and Management, all Guest Services Inquires

Work History
Company Name - Front Office ManagerCity, State10/2019 - 03/2020
  • Leads and motivates all Guest Reception colleagues to include training, communicating objectives for the day, disciplining and performance evaluations to ensure adherence to all service and productivity standards.
  • Authorize the acceptance of travelers checks, cash advance, rebates, paid outs, and refunds on the basis of established procedures
  • Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
  • Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
  • Encourages and empower to build mutual trust, respect, and cooperation among team members
  • Dealing with correspondence, complaints and
  • Queries
  • Implementing and maintaining procedures/office administrative systems
  • Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Interpreted management directives to define and document administrative staff processes.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
Company Name - Guest Service Supervisor City, State06/2018 - 10/2019
  • Managed guest check-in and check-out procedures, placed reservations and processed payments
  • Anticipate sold-out situations and know how many rooms are overbooked. Assist with and handle overbooked or “relocated” guests.
  • Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency
  • Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.
  • Constantly monitor colleague performance in all phases of service and job functions. Rectify any deficiencies with respective colleagues to include Front Office and Guest Services, and Service Stylists
  • Ensure that current information on rates, packages and promotions is available at the front desk and that all colleagues are knowledgeable on such.
  • Monitor communication logs and ensure that guest requests are followed up. If there are delays, guest must be notified. Follow up with respected departments for guest assistance
  • Anticipate guests needs respond promptly and acknowledge all guests
  • Monitor and maintain cleanliness sanitation and organization of assigned work areas
  • Communicating with all departments regarding in house VIPs and any special requests or needs
  • Developed and implemented strategies to improve guest experiences and build loyalty.
  • Set and managed policies for concierge services and guest relations.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
Company Name - Guest Service AgentCity, State08/2017 - 05/2018
  • Ensures guest safety by following established security procedures including fire/tornado procedures, key security and guest privacy.
  • Accurately computes bill, collects payment, makes change for guests and makes deposits according to cash handling procedures.
  • Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
  • Records and communicates guest special requests and problems to appropriate department and ensures they are addressed in a timely and acceptable manner.
  • Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
Company Name - Guest Service AgentCity, State08/2015 - 08/2017
  • Direct and coordinates the activities of the front desk, reservations, guest service, and telephone areas.
  • Analyzes rate variance, monitor credit reports and maintains close observation of daily house count Manages all inquiries pertaining to guest relations Communicate effectively with guests and solve any issues or concerns complies with quality assurance expectations and Marriott Standard.
  • Maximizes room venues and occupancy by viewing daily status reports.
  • Implemented high-impact sales and marketing initiatives resulting in increased occupancy and profitability
  • Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements and provide information and assistance to all guests and visitors
Skills
  • Excellent verbal, written and interpersonal communication skills
  • Ability to multitask and work in a fast paced environment
  • Great time management skills; very organized
  • A team player with the ability to work well with all levels of management
  • Computer Literacy - Microsoft Word, Excel, PowerPoint and Outlook,
  • Management Software (PMS) - Marriott System Marsha and Fosse, Oracle Hospitality Opera Full Service System, Alice Hotel Operation Staffing Application, Helix Program, ONQ Hilton PMS, Shift 4 Payments (LTM) light house transaction manager
  • PBX Operator
  • Phone Etiquette
Education
2018The College of WestchesterCity, StateBachelor's Degree: Hospitality Marketing And Management
2017The College of WestchesterCity, StateAssociates Degree: Hotel Administration
01/2018Hilton Westchester City, StateInternship Hotel and Resort Operations: Hotel and Resort Operation Management
Certifications
  • Florida Atlantic University - MBA Hospitality and Tourism Management Certificate
  • American Hotel & Lodging Educational Institute Certified Hospitality Supervisor (CHS)
  • American Hotel & Lodging Educational Institute Hospitality Manager: Leadership Certificate (HML)
  • American Hotel & Lodging Educational Institute Certified Hotel Administrator (CHA)
Accompishments
  •  President's List, Honor Roll  
  • Member of Phi Theta Kappa International Honors Society
  • Member Sigma Beta Delta International Honors Society
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Resume Overview

School Attended

  • The College of Westchester
  • Hilton Westchester

Job Titles Held:

  • Front Office Manager
  • Guest Service Supervisor
  • Guest Service Agent

Degrees

  • Bachelor's Degree : Hospitality Marketing And Management
    Associates Degree : Hotel Administration
    Internship Hotel and Resort Operations : Hotel and Resort Operation Management

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