Experience

Hotel Andaluz
• United States
• Hospitality
• 1 - 100 Employee
• Front Office Manager

  • Sep 2021 - Present


Hotel Ändra

• United States
• Hospitality
• 1 - 100 Employee

• Lead Concierge

  • Feb 2016 - Nov 2021

  • Serving as the face of the community and managing the hub for guest activity planning.• Promote programs, outings, and events, encouraging participation and assisting guests• Provide information, recommendations, and booking services for a variety of resident andguest inquiries.• Including, but not limited to, directions, hours of operation for nearby businesses, community services, transportation and travel arrangements, tour and event tickets, restaurant reservations, spa appointments, shopping, sports events, cultural activities, and medical care Respond to special requests for services including dentists, doctors, child care, florists, etc.• Develop relationships with local business owners and VIPs in order to fulfill requests• Answer internal and external telephone calls, process and deliver messages for guests• Address questions or concerns from prospective or current guest and families• Provide support to the customer relations and business operations team members, assisting with business• Making the impossible possible for our guest Show less

• Hotel Front Office Manager

  • Jun 2010 - Feb 2016

  • Responsible for overall guest satisfaction consisting of making hotel room reservations, greeting guests, checking guests in and out, responding to inquiries on bills and troubleshooting discrepancies causing the company’s Trip Advisor rankings to stay at the #5 spot for two years in Seattle.• Maintained attention to detail in a fast pace environment while managing daily operations of Guest Services Department including e-mails, scheduling meetings and trainings, producing weekly staff schedule, responding to guest surveys, and monitoring and submitting payroll.• Performed HR related duties consisting of posting job openings, interviewing, conducting new hire paperwork and orientation, training, coaching, reviews, and conducting terminations while directly managing 2 supervisors, and 16 staff members. • Compiled monthly inventories, expense and petty cash reports• Created Standard Operating Procedures, Office Supplies Inventories, Training Manuals.• Maintains working relationships and communicates with all departments• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Show less



Pan Pacific Hotels Group

• Singapore
• Hospitality
• 700 & Above Employee

• Guest Services Manager

  • 2006 - 2009

  Supervise the Front Office Department and all activities during the shift and handle guest relations and requests. Act as Duty Manager in the absence of senior management and department heads. Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed Assist in departmental training and assessments Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments. Show less