Eric Venegas
Front Office Manager
Chicago,IL
Summary
Effectively administer front office functions and supervise clerical staff delivering exceptional support to hotel staff and customers. Maintain open and collaborative relationships and facilitate efficient operations by leveraging strong communication, organizational and multitasking abilities. Results-driven leader with solid background in financial and operational process management and optimization.
Overview
8
8
years of professional experience
Work History
Front Office Manager
theWit Hotel
Chicago, IL
06.2022 - Current
- Performed administrative duties such as filing documents, answering phones.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Analyzed customer feedback data to identify areas of improvement.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Acted as point of contact for vendor collaboration for contracted services.
- Supervised payroll corrections for accuracy and duplications.
Assistant Front Office Manager
Royal Sonesta
Chicago, IL
06.2021 - 06.2022
- Guided and led office staff to optimize a professional service to our guests.
- Maximized revenues and profits by eliminating inefficiencies and building customer loyalty with exceptional support.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Managed customer complaints and rectified issues to complete satisfaction.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Front Desk Supervisor/Night Auditor
Embassy Suites Chicago-Downtown
Chicago, IL
12.2018 - 06.2021
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Generated reports detailing daily actions, including guest numbers, accounting expenses, income and room service usage.
- Managed customer complaints and rectified issues to complete satisfaction.
- Created and optimized employee schedules to secure proper coverage for all shifts.
- Completed financial audits on scheduled basis.
- Facilitated front desk operations for busy high-volume hotel.
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
- Assessed data and information to check entries, calculations and billing codes for accuracy.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Completed all nightly updates to hotel rates and individual room charges.
- Maintained well-stocked and presentable complementary food and beverage station.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
Front Desk Agent
Ameristar Casino Hotel East Chicago
East Chicago, IN
06.2017 - 12.2018
- Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
- Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
- Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Set guest and group reservations and processed check-ins and check-outs.
- Managed customer complaints and rectified issues to complete satisfaction.
Valet Supervisor
Ameristar Casino Hotel East Chicago
East Chicago, IN
08.2016 - 09.2017
- Led daily stand up meetings to convey new policies, outline schedules and correct performance deficiencies.
- Managed VIP arrivals and departures with smooth and professional approach, including notifying staff in advance of expected schedules and needs.
- Coached team members to consistently exceed superior customer service standards.
- Coordinated valet service for large groups, special events and daily guest loads.
- Verified correct use of procedures and recordkeeping requirements by each valet team member.
- Drove vehicles to parking area, secured vehicles and returned tag and keys to key booth.
- Maintained cleanliness of service area by sweeping, mopping and organizing.
- Resolved all customer issues to maintain high standards of customer satisfaction.
Education
Bachelor of Arts - Business Management
Indiana University Bloomington
Bloomington, IN12.2018
GED -
Highland High School
Highland, IN05-2015
Skills
- Front Office Management
- Team Leadership & Training
- VIP Guest Retention
- Conflict Resolution
- Revenue & Budget Management
- Process Optimization
- Customer Experience Enhancement
- Enrollment to Hotel loyalty reward programs
Accomplishments
- Created programs that encouraged front office team members to provide exceptional service, which resulted in higher online ratings on TripAdvisor.
- Handled any front desk position when understaffed to ensure that guests were served promptly, resulting in reduced waiting times.
- Trained and oversaw personnel to ensure achievement of full potential, resulting in better performance and less employee turnover.
- Led team to achieve room threshold, earning recognition from upper management and financial reward.
Timeline
Front Office Manager
theWit Hotel
06.2022 - Current
Assistant Front Office Manager
Royal Sonesta
06.2021 - 06.2022
Front Desk Supervisor/Night Auditor
Embassy Suites Chicago-Downtown
12.2018 - 06.2021
Front Desk Agent
Ameristar Casino Hotel East Chicago
06.2017 - 12.2018
Valet Supervisor
Ameristar Casino Hotel East Chicago
08.2016 - 09.2017
Bachelor of Arts - Business Management
Indiana University Bloomington
GED -
Highland High School
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