Elena Frost
Middletown,RI
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated hospitality professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Office Manager
Auberge Resorts
2022.01 - Current
- Consistently leading and guiding teams of 15-20 team members at any given time
- Responsible for interviewing, hiring and training new team members
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones. This helped in increasing guest's satisfaction from 56% to 64% in one year.
- By implementing Standard Operating procedures, team passed American express Fine Hotels and resorts scoring 90%
- Acting Manager on Duty of Housekeeping department when Director of guest services and housekeeping management is not there
- Developed Standard operating procedures to establish accurate and organized check-in and check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Ordering Front Office and Housekeeping supplies
Assistant Front Office Manager
Auberge Resorts
2021.04 - 2022.01
- Interacted with customers by phone, email, or in-person to provide information.
- Acted as point of contact for vendor collaboration for contracted services.
- Worked on Front Office team members schedule
- Acted as Front office manager and Housekeeping manager during renovations
- Creating and submitting spa invoices
- Supervised payroll corrections for accuracy for Front Office and Housekeeping departments
Front Office Supervisor
Auberge Resorts
2019.04 - 2021.04
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, documented and updated company policies to guide team members in service excellence and industry best practices.
- Dispersed petty cash to employees and collected and managed receipts.
Front Desk Agent
Auberge Resorts
2017.12 - 2019.04
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Won "Employee of the Quarter"
Education
Bachelor of Science - Business Administration
University "Alexandru Ioan Cuza"
Iasi, Romania07.2010
Master of Science - Tourism And Travel Management
University "Alexandru Ioan Cuza"
Iasi, Romania07.2012
Skills
- Reservations Assistance
- Administrative Skills
- Hotel Information
- Payroll and Budgeting
- Staff Management
- Scheduling
- Customer Relations
- Administrative Support
- Microsoft Office Suite
- Training and Coaching
- Hospitality Services
- Proficient in Opera, Alice
- Account Reconciliation
Certification
- Obtained the ARC Certified Trainer
- CPR certification
- Attended Delivery Heartfelt Service
Accomplishments
- Received Employee of the quarter while I was a Front desk agent
- Received Enrich Leader of quarter while I was Assistant Front Office Manager
- Received 2022 Emerging Leader of the year from the Rhode Island Hospitality Association.
Additional Information
January 2021 did Taskforce at Mayflower Inn and Spa in Washington, Connecticut
April 2021 did Taskforce for Stanley Ranch in Napa Valley, California
Languages
English
Full Professional
Romanian
Native or Bilingual
Spanish
Limited Working
Timeline
Front Office Manager
Auberge Resorts
2022.01 - Current
Assistant Front Office Manager
Auberge Resorts
2021.04 - 2022.01
Front Office Supervisor
Auberge Resorts
2019.04 - 2021.04
Front Desk Agent
Auberge Resorts
2017.12 - 2019.04
Bachelor of Science - Business Administration
University "Alexandru Ioan Cuza"
Master of Science - Tourism And Travel Management
University "Alexandru Ioan Cuza"
- Obtained the ARC Certified Trainer
- CPR certification
- Attended Delivery Heartfelt Service
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