Evelyn Morales
Odessa
Summary
Dynamic Front Office Manager at Baymont By Wyndham with proven expertise in optimizing workflows and enhancing guest relations. Skilled in staff training and conflict management, I successfully streamlined check-in processes, boosting guest satisfaction scores significantly. Committed to fostering a culture of excellence, I excel in team management and effective communication.
Professional with robust experience in hospitality management, prepared for this role. Proven track record in optimizing front office operations, enhancing guest satisfaction, and streamlining processes. Strong focus on team collaboration and achieving results. Skilled in staff training, conflict resolution, and multitasking with flexible approach to changing needs. Reliable and efficient, ensuring smooth daily operations.
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.
Reliable Front Office Supervisor known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.
Overview
11
11
years of professional experience
Work History
Front Office Manager
Baymont By Wyndham
02.2021 - Current
- 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.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- 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.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- 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.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Created, prepared, and delivered reports to various departments.
- Implemented staff training programs, improving employee performance and team cohesion.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
- Established new guest feedback system to capture insights, leading to tailored service improvements.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
Cashier
Smokers Outlet
04.2019 - 01.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
Cashier Team Lead
Jack in the Box
03.2015 - 05.2017
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Conducted regular audits of register funds to minimize potential losses due to theft or error.
- Ensured compliance with company policies regarding returns, exchanges, and check acceptance procedures.
- Collaborated with management to develop strategies for improving the overall shopping experience.
- Promoted store loyalty programs to increase repeat business and bolster customer relations.
- Performed cash, card, and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
High School Diploma -
Permian High School
Odessa, TX07-2010
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Team management
- Hospitality services
- Issue handling
- Oral and writing communication
- Records management
- Data entry
- Effective planning
- Staff management
- Documentation and control
- Schedule management
- Relationship building
- Conflict management
- Project management
- Training and coaching
- Guest relations
- Inventory control
- Staff training and development
- Sales and marketing
- Employee supervision
- Listening skills
- Emergency preparedness
- Payroll and budgeting
- Hotel information
- Account reconciliation
Timeline
Front Office Manager
Baymont By Wyndham
02.2021 - Current
Cashier
Smokers Outlet
04.2019 - 01.2020
Cashier Team Lead
Jack in the Box
03.2015 - 05.2017
High School Diploma -
Permian High School
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