Briana Acuna
Murrieta,CA
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
7
7
years of professional experience
Work History
Front Office Manager/Operations Manager
Azul Hotels/Courtyard By Marriott
Solana Beach, CA
01.2022 - 08.2022
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Assisted General Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
Hotel Front Desk Supervisor
White Elephant Resorts
Nantucket , MA
04.2021 - 10.2021
- Prepared weekly employee work schedules for team members.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Collected room deposits, fees and payments.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
Medical Receptionist
Integra Health PC
Murrieta, United States
08.2020 - 01.2021
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Helped patients complete necessary medical forms and documentation.
- Maintained current and accurate medical records for patients.
- Organized paperwork such as charts and reports for office and patient needs.
Hotel Front Desk Supervisor/Sales Coordinator
Fairfield By Marriott
San Marcos, CA
07.2017 - 07.2020
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Supervised team of 6 front desk agents and helped to resolve issues arising during shifts.
- Oversaw day-to-day operations of brand new, 116-room hotel with staff of 6employees.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees and payments.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Compiled client profiles and entered information into operating system.
Front Office Supervisor
Welk Resorts
San Diego, CA
01.2015 - 07.2017
- Coached employees through day-to-day work and complex problems.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Delivered clerical support by handling range of routine and special requirements.
Education
Associate of Arts - Communcations
Mt. San Jacinto
Menifee, CA12.2021
Skills
- Correspondence management
- Multi-line phone systems
- Welcoming guests
- Supply stocking
- Guest accommodations
- Policy and procedure adherence
- Conflict resolution
- Flexible & Adaptable
- Office Management
- Policy and Procedure Modification
Timeline
Front Office Manager/Operations Manager
Azul Hotels/Courtyard By Marriott
01.2022 - 08.2022
Hotel Front Desk Supervisor
White Elephant Resorts
04.2021 - 10.2021
Medical Receptionist
Integra Health PC
08.2020 - 01.2021
Hotel Front Desk Supervisor/Sales Coordinator
Fairfield By Marriott
07.2017 - 07.2020
Front Office Supervisor
Welk Resorts
01.2015 - 07.2017
Associate of Arts - Communcations
Mt. San Jacinto
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