Customer Priority Team 24/7- Awarded 2007, Amerisuites- Executive Vice President of Operations, Bryan K.
Hayes.
Professional Summary
Seasoned Front Office Manager with outstanding resourcefulness and creative problem-solving abilities. Versed in customer, employee and management communications with innate relationship and rapport cultivating strengths.
Skills
Payroll and budgeting
Program management
Policy and procedure modification
Credit and collections
Conflict resolution
Critical thinking
Report development
Account reconciliation
Relationship building
Documentation and control
Regulatory compliance
Presentation design
Workflow planning
Deadline driven
Contract negotiations
Staff development and Motivation
Situational logic management
Adminurstured accountability
Time management
Customer-service oriented
Team building
OSHA compliance
Coaching & Mentoring
Sense of ugerancy
Problem solving and prevention
Work History
Front Office Manager, 12/2018 - Present Pch Hotels And Resorts – Point Clear, AL,
Responsible for the achievement of department productivity and quality goals.
Developed staff to maximize potential.
Assist Director of Front Office in the day to day leadership and overseeing the Front office.
Managed, recruited, trained and developed Front office associates.
Follow up with guest opportunity feedback posted on TripAdvisor or VOG and provide the necessary service recovery.
Balanced department checkbook to ensure spending budget is maintained Preform duties of Hotel Manager and Reservation manager respectively.
Forecast upcoming weeks to schedule Rooms control coordinators and Front desk staff to ensure coverage of all aspects of the guest experience.
Communicated with other departments to bridge communication gaps.
Motivating staff, coaching, judgment, team building, delegating task and responsibilities.
Prepare PowerPoint for shift lineup and monitor scheduling.
Review the day with Director of Front Office Run department shift lineup.
Close out team members from previous shift checking journals, user activity logs and cashier closure.
Review shift recap sent from FOM from previous shift monitoring any credit/cash issues that still exists.
Check with rooms control coordinator on duty and run through the plan for allocations/availability/pre-block/pre-registered rooms.
Run the following reports to prepare team for the day: Arrivals and Departures VIP arrivals Owner arrivals Rate check report No Show report Non-guaranteed cancellations Cash report Declined credit card report Detailed availability by room type Out of order and Out of service report Hotsos-property wide guest issues Coordinate with supervisor on duty to review any new or existing issues that will need to be addressed on the shift.
Assign the supervisor specific duties for the shift including and not limited to (cash/credit, team member break coordination and guest follow up Review GR account 0201 and make sure all charges are correct Monitor overtime through Kronos and ensure no team members are approaching Prepared end of shift compendium recap Review the day with Training Supervisor and ensure that training course is on track and being completed according to the check-list.
Meet with Hotel Manager to ensure all pending challenges are followed up on and resolved.
Functions of the FOM MENTORING PROGRAM: Each mentor is assigned between 6-10 mentees Coordinate one-on-one sessions with each team member to ensure employee satisfaction and team building Support growth opportunities for team members and address any questions or concerns they may have.
Monitor team member incentives to ensure accuracy of payout.
Document any disciplinary action for team members and file with HR Promoted moral by implementing the Team member of the month incentive.
Conducted luxury service audits monthly.
ATTEND the following Leaders meeting: Division line up Pre-con's designated Preplanning with future groups Preventative Maintenance GRC with Revenue leadership Resume Meet and greets with groups as well as VIPS Leadership training certification courses ADDITIONAL TASKS ON FULLY COMMITTED NIGHTS: Coordinate with Division head to prepare for fully committed nights.
Communicated with Team members regarding house availability.
Communicate house status and room availability with housekeeping leaders.
Additional tasks when placed as MOD Obtain MOD phone from previous MOD and obtain feedback on any open issues Conduct walk-through of the property to ensure any pre-existing issues are corrected and any new ones are reported to the appropriate department head handle all guest challenges during mod shift coordinating with the appropriate department managers to find a resolution for the guest Documented all findings in hotsos.
Front Office Manager, 09/2018 - 12/2018 Pch Hotels And Resorts – Montgomery, AL,
Effectively managed a staff of 36, coordinated schedules and enforced company policies by negotiating conflicts in a fair but firm manner Administered shifts opening and closing procedures Trained staff on property management system Supervised and evaluated the development and learning of each employee in a timely and fair manner Trained, assisted in evaluating employees.
Front Office Supervisor, 10/2018 - 09/2018 Alliance Healthcare Services, Inc. – Bismarck, ND,
Maintained an accurate cash draw of $500.00 Demonstrated leadership skills while executing and promoting positive guest relations Greeted customers and determined their specific needs by following up and generating repeat business by encouraging customers to return Checked a average of 185 guest in and out of the hotel per shift Arranged accommodations for overbooked situations.
Front Office Supervisor, 01/1 - 10/2018 Alliance Healthcare Services, Inc. – Bloomington, IL,
Successfully built a loyal base of repeat customers by developing rapport with guest and maintaining high quality standard of service Maximized revenue by applying the following techniques: Promoting in-house features and benefits- Selling hotel suites at rack rate: whenever possible- Posting charges for additional services Performed proper front desk closing procedures, as well as food and beverage closing audit Coordinated billing with accounting Pre-blocked all special request and VIP accommodations.
Education
Bachelor of Science: Hotel Management Studies, Expected in - Johnson & Wales University - Miami, Fl GPA: Hotel Management Studies
Associates of Science: Hotel Management Studies Hospitality Sales and Marketing, Expected in 05/09 - - , GPA: Hotel Management Studies Hospitality Sales and Marketing
Degree: , Expected in 03/08 - - , GPA:
Affiliations
American Breast Cancer Association- Contribution Member
March of Dimes- Contribution Member
American Heart Association- Volunteer
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