Delores Hughes
Gladstone,MO
Summary
Dynamic Front Office Manager with proven success at Hotel Westport Tapestry by Hilton, enhancing guest satisfaction through effective multitasking and exceptional customer service. Skilled in staff training and financial reporting, I implemented process improvements that streamlined operations and fostered a collaborative team environment, driving increased guest loyalty and operational efficiency.
Experienced with overseeing front office operations, ensuring smooth and efficient service. Uses leadership and communication skills to foster collaborative team environment. Knowledge of optimizing administrative processes and enhancing guest satisfaction.
Hospitality professional prepared to excel in managing front office functions. Proven ability to enhance guest experiences and streamline administrative tasks. Reliable team collaborator with strong communication and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Front Office Manager
Hotel Westport Tapestry by Hilton Kansas City
06.2023 - Current
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored front office staff, fostering a collaborative team environment.
- Implemented customer service initiatives to enhance guest satisfaction and loyalty.
- Oversaw scheduling and staffing for front office personnel, optimizing coverage during peak hours.
- Conducted regular audits of front office procedures, identifying areas for process improvement.
- Collaborated with housekeeping and maintenance teams to resolve guest issues promptly.
- Utilized hotel management software to track reservations and manage guest inquiries efficiently.
- Developed training materials for new hires, standardizing operational procedures across the department.
- 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.
- 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.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Accounting Clerk/Assistant Front Office Manager
Embassy Suites
09.2019 - 05.2023
- Processed invoices and expense reports, ensuring accuracy and timely payment.
- Assisted in month-end closing procedures, reconciling accounts for financial reporting.
- Maintained organized financial records, facilitating easy retrieval and audits.
- Collaborated with team members to streamline accounting processes and improve efficiency.
- Monitored transactions for compliance with company policies and procedures.
- Implemented filing systems that enhanced the accessibility of financial documents.
- Supported budget preparation by compiling relevant financial data and reports.
- Provided key clerical and administrative support to senior accounting staff.
- Reconciled bank accounts with updated information.
- Maintained confidentiality of sensitive financial information through proper storage and secure disposal methods.
- Reviewed financial statements and supporting documentation.
- Processed incoming and outgoing invoices and payments.
- Supported budget planning by providing timely and accurate expense tracking information to management.
- Decreased outstanding receivables balance with prompt follow-up on overdue invoices.
- Collaborated with team members to complete month-end close procedures, ensuring accuracy in financial reporting.
- Streamlined invoice processing for timely payments, reducing late fees and maintaining positive vendor relationships.
- Assisted senior accountant in performing various ad-hoc analyses, contributing to informed decisionmaking.
- Liaised with vendors and customers to resolve discrepancies.
- Assisted in the preparation of accurate financial statements by thoroughly organizing and analyzing data.
- Continuously improved personal knowledge of accounting software programs to increase overall efficiency and effectiveness in daily tasks.
- Provided excellent customer service when addressing billing inquiries from clients or vendors.
- Supported efficient inventory management by accurately recording purchases and updating records as needed.
- Reduced errors in financial recordkeeping through diligent attention to detail and regular account audits.
- Maintained a well-organized filing system for efficient retrieval of financial documents upon request.
- Improved efficiency in the accounts payable department by implementing an electronic filing system for invoices.
- Contributed to successful internal audits by maintaining organized, up-to-date records of all transactions.
- Aided in annual tax preparation processes, gathering necessary documentation for accurate filings.
- Facilitated communication between the accounting department and other teams within the company to ensure seamless collaboration on projects.
- Ensured compliance with accounting standards by staying current on industry regulations and guidelines.
- Managed cash flow effectively by monitoring incoming funds, managing daily bank deposits, and processing outgoing payments promptly.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Handled day-to-day accounting processes to drive financial accuracy.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Inspected account books and recorded transactions.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Maintained excellent financial standings by working closely with bookkeeper to process business transactions.
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Managed scheduling for staff, optimizing coverage during peak periods to enhance service quality.
Breakfast Cook
Hampton Inn Suites
02.2022 - 04.2023
- Prepared and cooked breakfast items according to quality standards and guest preferences.
- Maintained cleanliness and organization in kitchen area, ensuring compliance with health regulations.
- Assisted in inventory management, tracking ingredient levels and minimizing waste.
- Collaborated with team members to improve workflow efficiency during peak service hours.
- Trained new staff on cooking techniques, safety protocols, and kitchen operations.
- Monitored food presentation to ensure appealing display for guests during breakfast service.
- Implemented daily cleaning schedules that improved overall kitchen hygiene and efficiency.
- Consistently maintained a positive attitude under pressure, fostering a supportive team environment within the kitchen staff.
- Handled special dietary requests with care, ensuring the satisfaction of all guests regardless of restrictions or preferences.
- Enhanced customer satisfaction by consistently preparing and serving high-quality breakfast dishes.
- Managed inventory levels efficiently, proactively ordering supplies as needed to prevent shortages.
- Utilized proper cleaning techniques to sanitize counters and utensils used in preparation of raw meat, poultry, fish, and eggs.
- Developed daily specials to utilize seasonal ingredients, reducing food waste and increasing menu variety.
- Maintained a clean and safe working environment, adhering to strict health and safety guidelines.
- Exhibited strong multitasking abilities to simultaneously manage multiple cooking stations during busy service periods.
- Ensured optimal freshness of ingredients with proper storage techniques and rotation practices.
- Maximized kitchen efficiency by effectively organizing and managing food preparation tasks.
- Demonstrated excellent attention to detail when plating dishes, ensuring visually appealing presentation that met restaurant standards.
- Collaborated with fellow team members to maintain smooth kitchen operations during peak service hours.
- Improved workflow efficiency through proactive communication with front-of-house staff regarding order statuses and potential delays.
- Reduced wait times for guests by swiftly preparing high-quality breakfast dishes in a timely manner.
Assistant Front Office Manager
Embassy Suites
10.2015 - 08.2019
- Supervised front office operations, ensuring smooth guest check-in and check-out procedures.
- Coordinated staff schedules to optimize service delivery and enhance guest satisfaction.
- Implemented training programs for new hires, improving team efficiency and operational knowledge.
- Managed guest inquiries and complaints, promoting positive interactions and resolution strategies.
- Developed standard operating procedures to streamline front office processes and improve workflow.
- Collaborated with management to identify areas for service improvement, driving strategic initiatives for guest experience enhancement.
- Oversaw inventory management of front office supplies, ensuring availability while minimizing costs.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Drafted employee work schedules to fill coverage gaps.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Protected staff and customers and minimized legal issues by quickly resolving safety issues.
- Created training modules in partnership with HR for new hires.
- Streamlined check-in and check-out processes for a smoother guest experience.
Night Auditor
Hilton Garden Inn Hotel
07.2004 - 05.2016
- Managed nightly financial audits, ensuring accuracy in revenue reporting and cash handling.
- Coordinated end-of-day procedures, verifying all transactions aligned with hotel policies.
- Supervised front desk operations, providing guidance to staff on customer service excellence.
- Resolved guest inquiries and issues promptly, enhancing overall satisfaction and experience.
- Trained new auditors on software systems and operational protocols for effective performance.
- Analyzed discrepancies in financial reports, implementing corrective measures to prevent recurrence.
- Developed streamlined workflows for nightly reconciliations, improving efficiency by reducing processing time.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Generated and printed daily financial reports to track hotel performance.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Fostered a collaborative work environment amongst all hotel departments through clear communication channels established during shift changes.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
Education
GED -
Penn Valley Community College
Kansas City, MOSkills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Team management
- Hospitality services
- Oral and writing communication
- Reservation management
- Effective planning
- Staff management
- Schedule management
- Relationship building
- Administrative support
- Conflict management
- Reservations assistance
- Guest relations
- Training and coaching
- Exceptional communication
- Inventory control
- Staff training and development
- Employee supervision
- Listening skills
- Complaint handling
- Emergency preparedness
- Financial reporting
- Workflow planning
- Account reconciliation
- Credit and collections
- Contract negotiations
- Spreadsheet tracking
- Daily shift oversight
- Exceptional customer support
- Accounting oversight
- Strong leadership
- Goal setting
- Customer relationship management
- Team leadership
- Scheduling and coordinating
- Shift scheduling
- Decision-making
- Good judgment
- Budget management
- Emergency response
Timeline
Front Office Manager
Hotel Westport Tapestry by Hilton Kansas City
06.2023 - Current
Breakfast Cook
Hampton Inn Suites
02.2022 - 04.2023
Accounting Clerk/Assistant Front Office Manager
Embassy Suites
09.2019 - 05.2023
Assistant Front Office Manager
Embassy Suites
10.2015 - 08.2019
Night Auditor
Hilton Garden Inn Hotel
07.2004 - 05.2016
GED -
Penn Valley Community College