Front Office Manager

• Dec 2020 - Present

Assistant Front Office Manager

• Oct 2019 - Dec 2020

In charge of Front Office Operations including front desk, bellmen and valet.Closed the hotel becauuse of Covid19 Pandemic on March 31, 2020. On May 27, 2020 reopened the hotel: Front Office Operations. Hotel was officially reopened on June 1, 2020. In charge of Front Office Operations including front desk, bellmen and valet.Closed the hotel becauuse of Covid19 Pandemic on March 31, 2020. On May 27, 2020 reopened the hotel: Front Office Operations. Hotel was officially reopened on June 1, 2020.

Assistant Front Desk Manager

• Jul 2018 - Sep 2019

Front Office Supervisor

• Mar 2017 - Jun 2018

Front Office Manager

• Apr 2015 - Jun 2016

· Responsible for all front office operations including hiring, scheduling, night audit, and training front desk agents in accordance to IHG brand standards. · Replied to Webguru IHG and online social media guest feedbacks including third parties.· Assist food and beverage department with events at the hotel.· Achieved monthly profit goal by tracking daily occupancy rate and negotiating daily room rate with reservations based on market conditions.· Managed Reservations including creating, changing, as well as cancelling based on the hotel reservation policies.

Assistant Front Desk Manager

• Sep 2014 - Apr 2015

• Supervise front desk and bell staff to ensure smooth operations, especially during peak check-in and check-out periods.· Prepare for upcoming group arrivals by communicating with other department heads in weekly meetings regarding group resumes and ensure the front office meets their tasks.· Responsible for group arrivals including blocking rooms and making sure the events listed on the group resume is planned out and followed.· Ensured accuracy of daily shift cash and credit card transactions.

Front Desk Associate

• Apr 2012 - Dec 2013

• Subject Matter Expert on Opera Property Management System (PMS). • Conduct ad hoc Opera training to Front Desk managers and agents.• Recognize for courteous and speedy guest processing; designate as key agent for special events and over booked nights. • Adjudicate guest complaints and comp as necessary meal and/or room rate reduction.• Post miscellaneous charges and enforce hotel credit policy.• Monitor guest communication logs and ensure follow-up action. • Subject Matter Expert on Opera Property Management System (PMS). • Conduct ad hoc Opera training to Front Desk managers and agents.• Recognize for courteous and speedy guest processing; designate as key agent for special events and over booked nights. • Adjudicate guest complaints and comp as necessary meal and/or room rate reduction.• Post miscellaneous charges and enforce hotel credit policy.• Monitor guest communication logs and ensure follow-up action.

Front Desk Supervisor

• Sep 2006 - Apr 2012

· Supervised Front Desk staff to ensure smooth operations, especially during peak check-in and check-out periods.· Achieved monthly profit goal by tracking daily occupancy rate and negotiating daily room rate with reservations based on market conditions.· Trusted with manager role for Opera.· Selected least profitable guests for inter hotel transfer during over booked nights.· Responsible for maintaining superior customer service experience and adjudicated guest complaints.· Ensured accuracy of daily shift cash and credit card transactions.· Enforced hotel credit policy.