Summary
Overview
Work History
Education
Skills
Timeline
Generic

Annette Ellout

Lake Orion

Summary

Dynamic Front Office Manager with extensive experience at Hyatt, excelling in customer relations and operations management. Proven track record in enhancing guest satisfaction through effective multitasking and streamlined processes, resulting in increased repeat business. Skilled in staff training and conflict management, fostering a cohesive team environment for optimal performance.

Overview

4
4
years of professional experience

Work History

Front Office Manager

Hyatt House
11.2024 - Current
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Coached employees through day-to-day work and complex problems.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
  • Increased repeat business by personalizing guest experiences and recognizing loyalty.
  • Enhanced onboarding process for new front office staff, reducing time to full productivity.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Front Desk Agent

Hyatt
05.2021 - 11.2024
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.

Hyatt Place Front Desk Manager

Hyatt
09.2021 - 05.2022
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.

Education

No Degree - Business

Washtenaw Community College
Ann Arbor, MI
11-2015

Skills

  • Effective multitasking
  • Workflow optimization
  • Customer service
  • Customer relations
  • Scheduling and calendar management
  • Operations management
  • Team management
  • Microsoft Office Suite
  • Hospitality services
  • Administrative skills
  • Issue handling
  • Oral and writing communication
  • Data entry
  • Records management
  • Reservation management
  • Effective planning
  • Staff management
  • Documentation and control
  • Schedule management
  • Relationship building
  • Conflict management
  • Exceptional communication

Timeline

Front Office Manager

Hyatt House
11.2024 - Current

Hyatt Place Front Desk Manager

Hyatt
09.2021 - 05.2022

Front Desk Agent

Hyatt
05.2021 - 11.2024

No Degree - Business

Washtenaw Community College

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