Front Office Manager

• Aug 2021 - Present

Front Office Manager

• Dec 2018 - Aug 2021

As a department head, directing and working with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Striving to continually improve guest and employee satisfaction and maximize the financial performance of the department. Providing services that are above and beyond for customer satisfaction and retention. Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Supervising and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. Acting as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations. Displaying leadership in guest hospitality, exemplifying excellent customer service, and creating a positive atmosphere for guest relations. Striving to improve service performance. Empowering employees to provide excellent customer service. Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience. Reviewing comment cards, guest satisfaction results and other data to identify areas of improvement. Responding to and handling guest problems and complaints. Observing service behaviours of employees and providing feedback to individuals and/or managers. Achieving and exceeding goals including performance goals, budget goals, team goals, etc. Keeping Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Conducting department meetings and continually communicating a clear and consistent message regarding the Front Office goals to produce desired results. Reviewing staffing levels to ensure that guest service, operational needs and financial objectives are met.

Assistant Front Office Manager

• Jul 2018 - Nov 2018

Achieving guest satisfaction and rooms revenue goals by supervising the Front Office operation. I oversee and participate in the prompt and courteous check in and check out of guests. Utilising leadership skills and motivation to maximise team member productivity and satisfaction. Achieving guest satisfaction and rooms revenue goals by supervising the Front Office operation. I oversee and participate in the prompt and courteous check in and check out of guests. Utilising leadership skills and motivation to maximise team member productivity and satisfaction.

Night Manager

• Nov 2017 - Jul 2018

Coordinating a diverse and demanding range of management andadministrative requirements, I am responsible for ensuring all guestsreceive outstanding levels of service at all times, collaborating withcolleagues across the hotel to deliver smooth and efficient operations.

Night Guest Service Manager

• Jan 2016 - Nov 2017

Managing the resource, performance and duties across the night services team, I oversee all responsibilities in line with strict policy, process and practice standards as well as handling administrative, financial and customer service activities to deliver consistently high standards.

Housekeeping Supervisor

• Jan 2015 - Jan 2016

Coordinating staff resource and performance for both immediate andwider hotel colleagues to maximise prompt and efficient roommanagement, I was also proactive in reviewing existing practices toidentify and address areas for improvement.

Front Desk Receptionist

• Jul 2014 - Dec 2014

Acting as key point of contact for queries and interactions, I provided prompt, professional and efficient service to all guest, delivering against all requirements and expectations while making the most of opportunities to promote improved custom, revenue and retention.

Reservations Sales Agent

• Jun 2013 - Oct 2013

Expanding on my academic knowledge of the hospitality sector I gained valuable practical experience of the reality of working within the industry, taking advantage of the opportunity to work across different roles, departments and activities. Expanding on my academic knowledge of the hospitality sector I gained valuable practical experience of the reality of working within the industry, taking advantage of the opportunity to work across different roles, departments and activities.

Sales Representative

• 2011 - 2013

I handled various customer queries, transactions, reporting and administration, dealing with any issues while ensuring a high standard of service. I handled various customer queries, transactions, reporting and administration, dealing with any issues while ensuring a high standard of service.