Charles Fentroy
Brooklyn,NY
Summary
Front Office Manager with background in hospitality and customer service. Experience includes overseeing daily operations, training team members, and improving guest satisfaction levels. Strong skills in problem-solving, leadership, and communication have led to streamlined front office processes and enhanced team productivity. Consistently recognized for ability to manage multiple tasks while ensuring high-quality service delivery.
Overview
8
8
years of professional experience
Work History
Front Office Supervisor
Ace Hotel
Los Angeles, CA
02.2022 - 09.2024
- Supervised front desk operations and led a team of front office associates to ensure high-quality guest service
- Trained and mentored front desk staff, ensuring they adhered to brand standards and guest service expectations
- Handled guest complaints and resolved issues promptly, maintaining high levels of guest satisfaction
- Managed guest check-ins and check-outs efficiently, ensuring accuracy in billing and payments
- Collaborated with housekeeping and maintenance departments to resolve guest-related issues
- Monitored and managed room availability, overbookings, and rate adjustments in collaboration with the revenue management team
- Conducted regular inventory checks for front office supplies and amenities
- Assisted in scheduling and ensuring proper staffing levels according to hotel occupancy and demand
- Supported the Front Office Manager in daily operations, including reviewing front desk reports, ensuring compliance with company policies, and overseeing night audit procedures
Front Office Manager
Gowanus Inn & Yard Baltic Hotel
New York, NY
03.2020 - 12.2021
- Company Overview: (Property Closed)
- Interviewed, hired, and onboarded new employees for front office operations
- Scheduled staff based on property demands and budgetary constraints
- Managed hotel invoices using M3 system
- Evaluated the performance of front office staff and provided feedback for improvement
- Responded to guest surveys, social media inquiries, and TripAdvisor reviews
- Organized and conducted front office meetings to ensure team alignment
- Addressed guest concerns and resolved issues quickly, efficiently, and courteously
- Managed supply orders and kept inventory up to date, including gift shop items
- Handled chargebacks and billing discrepancies
- (Property Closed)
Night Audit/Front Desk Supervisor
Moxy NYC Downtown
New York, NY
08.2018 - 03.2020
- Company Overview: (Property Closed due to COVID)
- Supervised front desk operations to ensure an optimal guest experience
- Ensured the accuracy of guest charges, postings, and other financial entries
- Responded to guest inquiries on social media, TripAdvisor, and surveys
- Coordinated quickly with housekeeping and maintenance to resolve guest room issues
- Managed daily shift processes, ensuring adherence to company SOPs
- Assisted guests with billing inquiries, refunds, or adjustments
- (Property Closed due to COVID)
Overnight Manager
Comfort Inn & Suites
Bronx, NY
01.2017 - 08.2018
- Scheduled and supervised overnight team members to ensure smooth hotel operations
- Reviewed guest accounts and charges during the checkout process
- Managed manual and computerized postings for rooms, food, and other charges
- Performed bookkeeping activities, including nightly audits and balancing accounts
- Handled guest reservations, confirmations, and cancellations
Education
B.A. - Communications
California State University Long Beach
New York, NY06.2006
Skills
- Fosse
- Lightspeed
- Marsha systems
- Data collection
- Data analysis
- Accounts payable
- Accounts receivable
- Organizational skills
- Deadline management
- Communication skills
- Interpersonal skills
- Team management
- Workload management
Timeline
Front Office Supervisor
Ace Hotel
02.2022 - 09.2024
Front Office Manager
Gowanus Inn & Yard Baltic Hotel
03.2020 - 12.2021
Night Audit/Front Desk Supervisor
Moxy NYC Downtown
08.2018 - 03.2020
Overnight Manager
Comfort Inn & Suites
01.2017 - 08.2018
B.A. - Communications
California State University Long Beach
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