Hotel Front Desk Supervisor Resume Example Crescent Hotels & Resorts LLC ( Sheraton Hotel )

HOTEL FRONT DESK SUPERVISOR

Professional Summary

Talented leader offering over 5 years of experience in preparing and serving diverse foods. Motivates employees to exceed customer expectations in high-volume settings while maintaining strong quality and effective cost controls. Service-oriented with good multitasking, safety management and decision-making skills.
Multi-talented Front Office Supervisor consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Results-driven retail management professional determined to exceed company sales goals. Successful at leveraging financial and marketing education to make smart purchasing and merchandising decisions. Forward-thinking in addressing and resolving concerns, optimizing policies and engaging with customers to promote loyalty and drive sales.

Skills

Supervision
Problem resolution
Effective leader
Staff training/development
Conflict resolution

Coaching and mentoring
Relationship building
Scheduling
Operational improvement
Microsoft Office proficiency

Work History

04/2018 to CurrentHotel Front Desk SupervisorCrescent Hotels & Resorts LLC ( Sheraton Hotel ) | Tysons Corner, VA

Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company's policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests
Issues written and oral instructions to co-workers, assigns duties and examines work for accuracy, neatness, and conformance to policies and procedures
Assists Front Desk Manager with overall operations of Front Desk, and assumes responsibility for completion of shift work up to standards and according to established procedures
Supervises Guest Service Representatives at Front Desk for the purpose of completion of duties, performance up to standards, giving direction, and decision making
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures
Determines work procedures, prepares work schedules and expedites workflowResolved customer complaints or problems to decrease escalation issues to corporate.
Assigned duties or work schedules to employees for adequate shift coverage.
Trained service staff on latest policies and procedures.
Explained regulations, policies, or procedures to new-hires to confirm understanding and compliance.
Maintained knowledge of business operations to keep departments and employees up to date on important work-related changes.
Drove operational improvements which resulted in savings and improved profit margins.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

02/2016 to 04/2018Hotel Night AuditorSheraton Hotel & Resorts | Reston, VA

Audit of daily revenue from various functions including front desk, food & beverage, catering, and parking.
Responsible for the audit of hotel daily revenues from rooms division, food & beverage functions, catering and spa operations.
Responsible for the audit of hotel daily revenue from rooms division and banquet functions.
Responsible for a complete audit of hotel revenue from rooms, food & beverage and catering functions, including a manual audit of restaurant and bar daily sales.
Responsible for a complete audit of the hotel revenues from rooms, restaurant, and catering functions assisted accounting in the correction of posting errors, prepared & balanced hotel daily trial balance and flash reports based on GaAs.
Supported front office & reservation as needed, acted as manager on duty during working hours.
Trained and supervised hotel's new audit crew, supported front office and reservation departments as needed.
Worked with telecom specialists after a complete server loss that began just any hours before regular daytime hours.
Acquired necessary data and performed audits of all revenue streams for the hotel, ensuring accurate and effective reports for the financial officer to allow for strategic decisions to be made on everything from gift shop commodities to restaurant traffic.
Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier.

11/2011 to 02/2016Restaurant Genaral ManagerMcDonald's | Centerville , VA

Analyzed variances and implemented corrective actions to increase average meal checks and customer visits.
Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances.
Investigated and integrated enhanced service and team management strategies to boost business profits.
Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
Purchased food and cultivated strong vendor relationships.
Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
Motivated staff to perform at peak efficiency and quality.

04/2004 to 11/2011Retail Store ManagerE&C Enterprises/PMG | Woodbridge, VA

Trained team members in successful strategies to meet operational and sales targets.
Improved sales process and tracking with implementation of new point of sale (POS) system.
Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles.
Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Coordinated weekly conferences with store associates to communicate sales and customer service goals.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Optimized store displays and appearance via strategic merchandising.
Trained new employees on proper protocols and customer service standards.
Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
Built talented and valuable team of departmental employees through outstanding mentoring, coaching and teaching skills.
Managed all aspects of store operations, including organization, maintenance and purchasing functions.
Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.

Education

12/2002BBA | Business AdministrationTribhuwan University, Kathmandu , Nepal

01/2015Bachelor of Arts | Criminal JusticeStrayer University, Washington, DC

Certifications

ServSafe
Salesforce
First Aid/CPR Certified

Resume Overview

Companies Worked For:

Crescent Hotels & Resorts LLC ( Sheraton Hotel )
Sheraton Hotel & Resorts
McDonald's
E&C Enterprises/PMG

School Attended

Tribhuwan University
Strayer University

Job Titles Held:

Hotel Front Desk Supervisor
Hotel Night Auditor
Restaurant Genaral Manager
Retail Store Manager

Degrees

12/2002 BBA | Business Administration
01/2015 Bachelor of Arts | Criminal Justice

Hotel Front Desk Supervisor Resume Example

Resume Score: 80%

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