hotel operations manager resume example

Relief Front Desk Manager
* Assists the Hotel Operations Manager with daily administrative duties, such as hourly count reports and scheduling tool count.
* Ensure adherence to guest service standards within established departmental policies and procedures.
* Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
* Provide excellent service consistent with the property's core service standards.
* Ensure the daily operations of the check in/out process runs efficiently.
* Oversee lobby flow and ensure lobby space is well organized.
* Monitors Front Desk Agents work schedules, enforces break and lunch schedules, provides early-outs and overtime based on forecasts and departmental needs.
* Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
* Ensure pre-shift briefings are done to review daily operations.
* Keep the Front Desk Management Team informed of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions.
* Confirm all suites, strip views and accessible rooms are blocked.
* Own all requests and resolve guest issues in a timely manner and follow up to ensure the guests satisfaction.
* Notify Management Team and Security of all unusual events, circumstances, missing items, or alleged thefts.
* Respond to emergency situations as necessary by following departmental procedures, staying calm, and assisting security as needed.
* Perform all duties as deemed necessary for the success of the department.

Command Center Agent
* Answer guests calls regarding their hotel reservation, amenities, billing and other issues that needs to be resolved.
* Answer property questions; provide accurate information regarding rooms, restaurants, events and promotions.
* Ensure the privacy and confidentiality of guests and limit requests for information pertaining to guests in accordance with hotel policies.
* Run daily hotel reports (over the credit, room changes, out of service/out of order rooms, parking package report, mobile check ins and room blocking).

Front Desk Agent
* Welcome, greet, interact, assist guests and create a memorable guest experience.
* Check guests in and out efficiently and in a friendly manner.
* Collect all required guest profile information during check-in process.
* Proactively provide quotes for room rates and up-sell to the guest.
* Process guest charges and compute guest bills, collect payment and make changes for hotel guests as needed.
* Control and issue keys to rooms.
* Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
* Resolve guest complaints in a timely and creatively manner.

Responsibilities and Achievements

* Supervise account and reservation activity in the absence of department managers.
* Resolve problems by clarifying issues, researching answers and alternative solutions. * Generates manifests and billing reports as directed by management
* Answer incoming calls for prospective clients with a goal of booking a reservation
* Help clients in issues that arise with their reservations
* Perform other duties and responsibilities as assigned by management.

Responsibilities and Achievements

* Responsible for registering and assigning rooms to guests
* Checking in or out guests; provides quotes for room rates and sells when possible
* Controls and issues keys to rooms and assists in coordinating with the front desk and housekeeping department
* Verifies that the correct charges and credits are posted to the corresponding folio.