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front office manager resume example with 7+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
About me

A motivated, engaging, dynamic and customer focused professional with a drive to deliver more than results. Proven track record of effectively leading and managing all aspects of a hotel, and of making guests feels cared for, valued and respected. A true hands on leader who is not afraid to jump in and assist wherever needed and will do everything to deliver results that will contribute to the overall mission and success of the business. Analytical and expedient approach to problem solving that always results in win/win resolution for all parties. Had the opportunity to utilize skills in an array of industries including financial services, automobiles, and ultimately hospitality. At all times consistently delivering world-class services in 3 continents so far to the customers/guests from across the globe, whilst having the ability in leading teams in achieving outstanding results

Skills
  • Guest satisfaction and loyalty specialist
  • Team building, Coaching & development
  • Reservations and booking system experience
  • Revenue Management, Budgeting and cost control
  • Hotel operations and Brand management
  • Schedule, Payroll management and Employee Relations
  • Online reputation management
  • Food & Beverage and Housekeeping management
  • Administrative and Accounting management
Work History
09/2021 to Current Front Office Manager Aimbridge Hospitality | Mesquite, TX,
  • Managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, telephone services, and guest relations to ensure guest satisfaction and maximize hotel profitability.
  • Adhere to all brand standards and desk merchandising.
  • Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Making department scheduling and taking care of porterage and payroll biweekly.
  • Mentoring, coaching and regular feedback to improve team member performance.
  • Educating/training team members in compliance with federal, state and local laws and safety regulations.
  • Ensuring staff is properly trained and has the tools and equipment to carry out job duties.
  • Ensuring the team is properly trained on systems, security, service and quality standards.
  • Ensuring front office team delivers a great service, professional attention and personal recognition.
  • Ensuring guests are greeted upon arrival and make time to engage with guests. Taking care of all the VIP arrivals.
  • Responding appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
  • Conducting routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
  • Checking billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
  • Training team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
  • Serving as manager on duty and performing other duties as required.
  • Overseeing Night Audit function and preparation of daily financial reports submitted to Accounting department.
  • Developing plans to increase occupancy & upselling at the front desk.
  • Serving as a Loyalty Program Champion for the hotel.
  • True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.

12/2014 to 05/2019 Front Office Manager Hilton Grand Vacations | Sedona, AZ,
  • Competently delivering world class service in the role of a Front of House Manager in fast paced 300 bed airport hotel property.
  • Responsible for training and on-going development of new starters, team members, enabling them to have full understanding of company procedures and front office operations.
  • Effective Handling of guest complaints and resolving them and making sure guests are satisfied.
  • Assisting Operations Manager and General Manager in assigned tasks.
  • Preparing and executing Weekly & Monthly reports.
  • Being guest focused at all times and searching for opportunities to enhance our services on a daily basis. Delivering promise day in day out.
  • Conducting mini audits/self-audits and ensuring everything is maintained as per brand standard of company.
  • Building strong bond within the team and other departments (Housekeeping/F&B/Reservations/Admin) helping achieving our common goal – “to make our guest feel brilliant”.
  • Manage closely the arrival process in Opera system with all it's functionality including Profile & CID update.
  • Ensure night audit procedures are in place and controlled.
  • Ensure the necessary safety and security procedures are in place and adhered to within Front Office.
  • Responsible for the Front Desk's compliance with all accounting functions as set out in the Financial policy.
  • Responsible for online reputation management system (revinate), replying to all the guests’ emails, feedback and reviews.
10/2013 to 01/2014 Sales and Marketing Executive Bloomrooms Hotel | City, STATE,
  • Managing and building relationship with the Travel Agents (online and offline).
  • Designing and implementing the sales promotion.
  • Handling digital marketing and responding to the social media (facebook, twitter, tripadvisor, foursquare, pinterest etc).
  • Revenue management and reporting.
  • Inventory management.
  • Marketing and relationship management with the corporate clients.
  • Assisting Marketing Director in various online and offline research related to the new property development.
  • Assisting and training site staffs about various sales and marketing techniques to boost revenue and profitability.
09/2011 to 06/2013 Hotel Duty Manager Premier Inn | City, STATE,
  • Being an ambassador and role model in outstanding customer service, resulting in achieving the most guest focused Premier Inn in the London region.
  • Competently delivering in the role of Duty Manager in fast paced 167-bed hotel.
  • Training and ongoing development of new starters, enabling them to have full understanding on company procedures and reception operations.
  • Faultless co-ordination of the group’s business/operation for two key Premier Inn sites (Hanger Lane and Wembley Stadium), generating over 200K in revenue.
  • Maintaining business relationship with the high value national clients such as EF Tours, Explorica, Axis & Globe, River Island, Diageo, Thomas Cook, NST Travel, WST Travel etc.
  • Consumables ordering for the site, in line with the budget constraints, building sound knowledge of Oracle and Pro-Nett system.
  • Payroll processing of 40 team members on in house HR system.
  • Reporting financial forecasts, completing financial audits and collation of KPIs for cluster of 7 hotels.
Education
Expected in 05/2011 MBA | International Business University of Wales, United Kingdom, GPA:

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Resume Overview

School Attended

  • University of Wales

Job Titles Held:

  • Front Office Manager
  • Front Office Manager
  • Sales and Marketing Executive
  • Hotel Duty Manager

Degrees

  • MBA

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