ANDREA NICHOLS
Virginia Beach,VA
Summary
Friendly and prompt Front Service Manager with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager. Experienced Front Desk professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in OnQ and PEP, with friendly and decisive approach to resolving challenges. Energetic Front Desk Assistant with experience helping guests with check-in and travel tasks. Talented in planning outings for guests, providing needed resources and creating enjoyable visits. Goal-oriented Front Desk Supervisor eager to improve team productivity and maximize guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational leadership style and a hardworking mindset.
Overview
6
6
years of professional experience
Work History
Front Desk Manager
Hampton Inn Oceanfront North
Virginia Beach , VA
2022.06 - Current
- Maintained transaction security by verifying payment cards against identification
- Collaborated with team members to handle guest requirements from check-in through check-out
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms
- Built talented team through hiring and training new associates
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency
- Kept accounts in balance and ran daily reports to verify totals
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Created and optimized employee schedules for shift coverage.
- Monitored office inventory to maintain supply levels.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Recruited and trained new employees to meet job requirements.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Packer and Shipper
Show Shoe Inc
Concord , NC
2021.11 - 2022.05
- Understood warehouse product placement, enabling efficient picking and packing services
- Proactively assisted teams in heavy lifting and complex problem-solving tasks, improving operational efficiency
- Picked orders over 300 orders a day
- Scanned over 300 products and packed 150 boxes a day
- Carried out day-to-day warehouse duties with care and attention, maintaining compliance with safety standards
- Assisted team members with picking, packing and processing tasks to increase overall warehouse efficiency
- Placed baggage onto conveyor belts to move items quickly between internal destinations
- Restocked shelves with strict attention to detail, utilizing time management and organizations skills to maximize efficiency
- Assessed packages and counted stock to ensure delivery accuracy before unloading and processing.
COCKTAIL WAITRESS, BARTENDER
Cafe Gecko
Richardson , TX
2019.10 - 2020.11
- Aiming to leverage the skills to successfully fill
- Assisted with bartending duties during high-volume shifts
- Maintained high levels of bar safety by closely monitoring guests' conditions and discontinuing service or asking patrons to leave
- Followed alcohol awareness procedures for preventing excessive guest intoxication
- Optimized customer experience, serving each guest with sincere, positive and enthusiastic attitude
- Mixed drinks and served wine, beer and non-alcoholic beverages for multiple guests per shift
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests
- Processed cash, credit card and voucher payments
- Independently prepared off-menu cocktails, coffees and other beverages for customers
- Crafted special drink and cocktail menu items for seasonal offerings.
Front Desk Agent/Night Auditor
Home2Suites By Hilton
Allen , TX
2018.02 - 2018.09
- Answered customer telephone calls promptly and appropriately handled needs
- Liaised with housekeeping staff to verify service and maintenance of hotel standards
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities
- Maintained clean and organized front desk areas to uphold polished company image
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Education
Diploma of Higher Education -
GUYER HIGH SCHOOL
Skills
- Team player
- Attentive
- Multidisciplinary teamwork
- Inventory organization
- Guest Amenities
- Effective Planning
- Inventory Oversight
- Payment Oversight
- Rate Changes
- Guest amenities
- Employee Training
- Delegating Work Assignments
- Guest check-in and check-out
- Team Training
- Daily Reporting
- Cash control
- Team building and supervision
- Reservations Management
- System updates
- Payment oversight
- Room assignments
- Sales and Upselling
- Conflict Management
- Listening Skills
- Office meetings
- Time Management
- Housekeeping
- Staff Development
- Problem-solving skills
- Marketing and Promotions
- Administrative Skills
- Front Desk Supplies Management
- Staff Supervision
- Guest Relations
- Shift Scheduling
- Hospitality Management
- Training and mentoring
Accomplishments
- In 2021 after the pandemic, I took the time off and hiked the Appalachian Trail. It was a 2193.1-mile hike across 14 states along the east coast. I took this time to really find myself as a woman. Sometimes in life you have to take chances to find your happiness. The trail has completely changed my life and I cannot wait to see what the future holds.
- You don't always have to understand your journey in life, you just need to trust that you're going in the right direction."
Timeline
Front Desk Manager
Hampton Inn Oceanfront North
2022.06 - Current
Packer and Shipper
Show Shoe Inc
2021.11 - 2022.05
COCKTAIL WAITRESS, BARTENDER
Cafe Gecko
2019.10 - 2020.11
Front Desk Agent/Night Auditor
Home2Suites By Hilton
2018.02 - 2018.09
Diploma of Higher Education -
GUYER HIGH SCHOOL
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