Ntiamoah Nimako
MIAMI BEACH,FL
Summary
Professional with comprehensive experience in front office management, ready to enhance operational efficiency and guest satisfaction. Strong focus on team collaboration, ensuring seamless daily operations and adapting to evolving needs. Expertise in customer service, staff training, and conflict resolution. Known for reliability, strategic thinking, and consistently achieving results.
Overview
14
14
years of professional experience
Work History
Director of Front Office
Pier Sixty-Six Hotel & Marina
06.2024 - Current
- Led the successful pre-opening strategy for the Front Office department, including recruitment, training, and implementation of service standards.
- Developed and executed operational SOPs aligned with the hotel’s luxury service goals and Forbes-based standards.
- Collaborated with cross-functional teams (Housekeeping, Engineering, and People Services) to ensure seamless opening and guest readiness.
- Managed all front office operations, including reception, concierge, reservations, and guest services, ensuring exceptional guest experiences from day one.
- Oversaw the hiring, onboarding, and training of a 20+ member Front Office team, fostering a service-driven and collaborative culture.
- Monitored and optimized department performance metrics, such as guest satisfaction scores, arrival and departure efficiency, and problem resolution.
- Coordinated with IT and Finance teams to ensure the successful launch of property management systems and financial reporting tools.
- Created and managed department budgets and forecasts to align with pre-opening and post-launch operational goals.
- Served as a key point of contact during VIP arrivals and handled high-profile guest requests to ensure personalized service and satisfaction.
- Led daily pre-shift briefings and weekly department meetings to align the team on goals, guest feedback, and operational updates.
- Regularly analyzed performance metrics and implemented data-driven improvements to front office operations.
- Streamlined front office operations by implementing efficient systems and processes.
Director of Front Office
SLS South Beach
10.2014 - 06.2024
- Successfully managed a team of 25 front office personnel in a fast-paced hotel environment
- Implemented new customer service protocols, resulting in a 30% increase in customer satisfaction
- Developed and implemented a comprehensive training program for new hires
- Directly oversee Departments' Profit and Loss goals and action plans
- Ensured efficient guest registration, checkout out, and telephone services
- Oversee Front Office Management, Agents, Concierge, Bellman, and PBX agents, ensuring that established procedures are completed following policy and procedure
- Assist in new hire and ongoing training
- Complete and issue employee evaluations
- Assist in rectifying guest complaints and issues as they arise
- Maintain and execute staff engagement programs with assigned teams, monitor team performance, and lead overall departmental goal
- Mentored, coached, and guided staff on working successfully in a team atmosphere
- Regularly analyzed performance metrics and implemented data-driven improvements to front office operations.
- Established clear expectations for staff performance through clear documentation of policies and procedures.
- Coordinated closely with housekeeping teams to ensure timely room turnover upon guest departure or arrival.
- Assisted team in handling and solving complaints and incidents, communicating results with corporate management.
- Collaborated closely with other department heads to ensure seamless coordination of guest services across all areas of the hotel.
- Conducted thorough employee evaluations, identifying opportunities for professional growth and development.
- Spearheaded training programs to enhance employee skill sets and improve overall productivity levels within the department.
- Promoted a positive work environment, fostering strong relationships among team members.
AGM
AGM Palace South Beach
06.2010 - 08.2014
- Hired and organized Performers for Daily, Weekly, and Monthly Shows
- Organized staff incentives and vendor promotions for numerous events to raise revenue
- Recruited, hired, trained and supervised full-time and part-time employees
- Ensured that staff and customers meet the health & safety codes and liquor regulations were followed
- Maintained budget and employee records, prepare payroll, and pay bills, or monitor bookkeeping records
- Scheduled work hours for servers, kitchen staff, and Talent
Skills
- Customer Service
- Leadership
- Problem Solving
- Time Management
- Communication
- Teamwork
- Creativity
- Attention to detail
- Work ethic
- Guest satisfaction tracking
- Staff Training and Development
- Complaint Handling
- Property Management Systems
- Upselling strategies
- Guest Relations Management
- Brand standards adherence
References
Available upon request
Employee of the Year
Received Employee of the year in both 2015 and 2024 and received Global employee of the year in 2015
Timeline
Director of Front Office
Pier Sixty-Six Hotel & Marina
06.2024 - Current
Director of Front Office
SLS South Beach
10.2014 - 06.2024
AGM
AGM Palace South Beach
06.2010 - 08.2014
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