ERIKA DUQUE
Goose Creek,United States
Summary
High-energy Front Office Manager brings significant experience and great customer service skills. Focused on eliminating bottlenecks and maximizing productivity to meet challenging daily demands. Enthusiastic, friendly and personable demeanor with knack for organization. Systematic Front Office Manager offers accounts payable, customer service and data entry expertise paired with outstanding communication and time management skills. Coordinated team player brings two years of experience handling overall operations at front office. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
1
1
Certification
Work History
Front Office Manager
Doubletree By Hilton Hotel
Charleston, SC
10/27/22 - Current
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Created and optimized employee schedules for shift coverage.
Hotel Front Desk Supervisor
Doubletree By Hilton
Charleston, SC
07/06/22 - 10/26/22
- Greeted guests and checked them in and out of the hotel.
- Monitored front desk staff to ensure they met customer service standards.
- Resolved guest complaints in a professional manner.
- Ensured compliance with all safety regulations and protocols.
- Processed payments for services rendered at the front desk.
- Coordinated with housekeeping staff regarding room availability and occupancy levels.
- Answered telephone inquiries from customers in a timely manner.
- Provided information about local attractions and events.
- Scheduled shifts for front desk personnel.
- Conducted regular audits of all front desk operations.
- Responded to and resolved guest issues or complaints.
Guest Service Representative
Doubletree By Hilton
Charleston, SC
03/02/22 - 07/05/22
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Assisted guests with check-ins and check-outs in a timely manner.
- Provided assistance to guests throughout their stay.
- Processed payments for room charges, taxes, and other incidentals as required.
- Answered incoming calls from guests seeking reservations or general information.
- Maintained cleanliness of lobby area and front desk counter.
Account Manager
Cabelec
Valencia, Carabobo
02/03/19 - 02/20/22
- Created comprehensive reports on account performance and presented them to senior management.
- Provided training and guidance to new Account Managers.
- Conducted market research to identify potential customers.
- Resolved customer complaints in a timely manner.
- Developed strategies to increase revenue from existing accounts.
- Maintained accurate records of all customer interactions in the CRM system.
- Prepared monthly financial statements for each account.
Restaurant Manager
Sukhothai Asian Fushion
Miami Beach, FL
03/05/18 - 12/12/18
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Conducted weekly team meetings to discuss performance issues and provide feedback.
- Maintained detailed records of sales transactions and daily shift reports.
- Implemented effective marketing campaigns to increase revenue and improve brand awareness.
Administrative Manager
Cabelec
Valencia, Carabobo
09/13/97 - 02/15/18
- Developed and implemented administrative procedures to maximize efficiency.
- Created and maintained filing systems for employee records, financial reports, and other documents.
- Prepared regular progress reports to track budget expenditures, workflow, and performance metrics.
- Coordinated with executive staff to ensure deadlines were met in a timely manner.
- Organized meetings between executives and outside vendors or clients.
- Oversaw the maintenance of office equipment, supplies, and facilities.
- Provided support to departmental managers in the development of project plans and initiatives.
- Interpreted company policies and procedures for employees at all levels of the organization.
- Supervised a team of administrative assistants tasked with coordinating travel arrangements, scheduling appointments, and providing customer service support.
Education
Bachelor of Arts - Interior Design
IDV
VALENCIA07-1998
Bachelor of Arts - Business Administration
IUTEPAL
VENEZUELA03-1994
Skills
- Proposal Writing
- Workflow Coordination
- Oral and Writing Communication
- Customer Service
- Administrative Skills
- Records Management
- Hospitality Services
- Event Coordination
- Customer Relations
- Data Entry
- Conflict Management
- Scheduling and Calendar Management
- Employee Supervision
- Inventory Control
- Operations Management
Certification
- CPR Training
- Blood Pathogens
Languages
Spanish
Native/ Bilingual
English
Professional
Timeline
Front Office Manager
Doubletree By Hilton Hotel
10/27/22 - Current
Hotel Front Desk Supervisor
Doubletree By Hilton
07/06/22 - 10/26/22
Guest Service Representative
Doubletree By Hilton
03/02/22 - 07/05/22
Account Manager
Cabelec
02/03/19 - 02/20/22
Restaurant Manager
Sukhothai Asian Fushion
03/05/18 - 12/12/18
Administrative Manager
Cabelec
09/13/97 - 02/15/18
Bachelor of Arts - Interior Design
IDV
Bachelor of Arts - Business Administration
IUTEPAL