Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
GeneralManager
Felicia Kee

Felicia Kee

Phoenix,AZ

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.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Task Force Front Office Manager

Strategic Solutions Consulting
01.2020 - 05.2023
  • Supervised and reviewed numerous subordinates.
  • Organized resources and staff necessary to handle requirements and maintain strong service levels.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Monitored office inventory to maintain supply levels.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Met budget targets and quality standards by proactively leading team members and monitoring operations.
  • Created and optimized employee schedules for shift coverage.
  • Recruited, trained and developed administrative team to support corporate growth and objectives.
  • Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
  • Orchestrated staff meetings to maintain open communication and quickly address concerns.
  • Conducted staff performance evaluations to monitor progress and individual skills.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Filed incident reports and handled inappropriate behavior to document problems and disturbances.
  • Scheduled work hours for Number employees to achieve adequate manpower coverage.
  • Boosted hotel quality and service scores by motivating and supporting guest services and housekeeping employees.
  • Offered appropriate reservation options based on expected attendees when coordinating events.
  • Increased customer service ratings significantly through personable service.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
  • Recommended hotel services or amenities that guest may find useful.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Greeted guests upon arrival and offered assistance.
  • Provided guest assistance and recommendations for tourist attractions.
  • Maintained consistent positive customer feedback.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Implemented successful strategies to increase customer satisfaction.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Assisted with development and distribution of marketing materials for facility.
  • Supervised team of Number front desk agents and helped to resolve issues arising during shifts.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Created and managed accurate occupancy forecasts and budgets.
  • Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
  • Developed and implemented promotional strategies to increase occupancy.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Oversaw day-to-day operations of Number-room hotel with staff of Number employees.
  • Fostered safe lodging environment with reliable and effective security services.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Planned and executed marketing activities to improve property brand and increase revenue.

Front Office Task Force

Home2 Suites By Hilton Hotel
09.2022 - 02.2023
  • Taught task force tactics, policies and laws to recently graduated officers.
  • Examined crimes scenes.
  • Provided oversight in various investigations involving money laundering, major crimes, narcotics, judicial threats, and dignitary protection.
  • Prepared for federal, municipal and county court hearings.

Operations Manager Task Force

Moxy Hotel
09.2022 - 11.2022
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs.
  • Developed lasting relationships with guests that built loyalty and drove hotel revenue.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Conducted transactions, confirming patient information and processing according to standard protocol.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Developed and implemented promotional strategies to increase occupancy.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Planned and executed marketing activities to improve property brand and increase revenue.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Fostered safe lodging environment with reliable and effective security services.
  • Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Implemented successful strategies to increase customer satisfaction.
  • Supervised team of Number front desk agents and helped to resolve issues arising during shifts.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Assisted with development and distribution of marketing materials for facility.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Oversaw day-to-day operations of Number-room hotel with staff of Number employees.
  • Created and managed accurate occupancy forecasts and budgets.

Assistant Front Office Manager

Curio Collection Hilton
03.2021 - 04.2022
  • Guided and led office staff to optimize service delivery to employees and customers.
  • Coached and counseled employees to enhance performance and eliminate process lags.
  • Maximized revenues and profits by eliminating inefficiencies and building customer loyalty with exceptional support.
  • Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
  • Organized resources and staff necessary to handle requirements and maintain strong service levels.
  • Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Monitored office inventory to maintain supply levels.
  • Met budget targets and quality standards by proactively leading team members and monitoring operations.
  • Created and optimized employee schedules for shift coverage.
  • Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
  • Orchestrated staff meetings to maintain open communication and quickly address concerns.
  • Conducted staff performance evaluations to monitor progress and individual skills.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Oversaw cash and credit card payment transactions at the front desk.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
  • Managed tasks and responsibilities for front office employees when the team was understaffed.
  • Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Welcomed large volume of guests and improved overall customer service.
  • Anticipated guests' needs ahead of time and responded to requests efficiently.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Monitored and evaluated performance of personnel to confirm compliance with standards.
  • Analyzed and evaluated business data to identify opportunities for improvement.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Provided exceptional service and assistance to guests upon check-in.
  • Developed and implemented strategies to optimize operational efficiency and maximize profits.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Developed and implemented marketing strategies to promote hotel services.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Supervised team of Number front desk agents and helped to resolve issues arising during shifts.
  • Provided services efficiently and with high level of accuracy.
  • Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
  • Offered appropriate reservation options based on expected attendees when coordinating events.
  • Prepared monthly resort audits for review.
  • Increased customer service ratings through personable service.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Created and managed accurate occupancy forecasts and budgets.
  • Fostered safe lodging environment with reliable and effective security services.
  • Implemented successful strategies to increase customer satisfaction.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Oversaw day-to-day operations of Number-room hotel with staff of Number employees.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Planned and executed marketing activities to improve property brand and increase revenue.
  • Assisted with development and distribution of marketing materials for facility.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Developed and implemented promotional strategies to increase occupancy.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.

Hotel Front Desk Agent

Hilton Garden Inn Hotel
06.2017 - 09.2019
  • Handled high volume of phone calls and routed to proper guest or internal department.
  • Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Drafted guest invoices and posted charges to individual accounts.
  • Monitored reservations to track incoming parties and special events.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Educated guests regarding important property information and directions to different hotel areas.
  • Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Posted room charges for food, liquor and telephone calls based on individual customer actions.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
  • Helped patrons find entertainment and sporting events, making reservations and enhancing customer experience.
  • Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Resolved service-related problems and documented actions in system.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collected room deposits, fees, and payments.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Trained new staff members in customer service techniques and hotel operations.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Enforced policies and procedures to increase efficiency.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Monitored staff performance and provided feedback and guidance.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Monitored hotel's budget and financial records.
  • Stored guest valuables in safe and individual boxes for security.

Task Force Front Office

IHG Hotels & Resorts
01.2014 - 03.2014
  • Assisted with training staff on Hospitality Skills & Marriott Standards
  • Provided training information and resources for staff to efficiently do job requirements
  • Improved guest satisfaction
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Developed and implemented marketing strategies to promote hotel services.
  • Developed and implemented strategies to optimize operational efficiency and maximize profits.
  • Prepared monthly resort audits for review.
  • Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Monitored and evaluated performance of personnel to confirm compliance with standards.
  • Provided exceptional service and assistance to guests upon check-in.
  • Analyzed and evaluated business data to identify opportunities for improvement.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Offered appropriate reservation options based on expected attendees when coordinating events.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Provided services efficiently and with high level of accuracy.
  • Supervised team of Number front desk agents and helped to resolve issues arising during shifts.
  • Increased customer service ratings through personable service.
  • Implemented successful strategies to increase customer satisfaction.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Developed and implemented promotional strategies to increase occupancy.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Oversaw day-to-day operations of Number-room hotel with staff of Number employees.
  • Created and managed accurate occupancy forecasts and budgets.
  • Fostered safe lodging environment with reliable and effective security services.
  • Planned and executed marketing activities to improve property brand and increase revenue.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Assisted with development and distribution of marketing materials for facility.
  • Established and upheld high standards, promoting great customer service and assistance to guests.

Education

Associate Of Business Administration -

Pima Medical Institute
Albuquerque, NM

Bachelor Of Applied Science -

University of Arizona
Tucson, AZ

General Studies

Pima Community College
Tucson, AZ

Associate Of Applied Business -

University of Arizona
Tucson, AZ

Skills

  • Planning and organization
  • Employee management
  • Cash transactions
  • Scheduling and calendar management
  • Expense reporting
  • Administrative skills
  • Daily shift oversight
  • Effective planning
  • Listening skills
  • Hospitality services
  • Customer relations
  • Keenness of insight
  • Conflict management
  • Team building and supervision
  • Hotel reservation systems
  • Interviewing and hiring
  • Corporate branding
  • Conflict mediation
  • Issue resolution
  • VIP priority options
  • Staff development
  • Training and mentoring
  • Guest safety
  • Operations Management
  • Guest Communication
  • Guest Services
  • Account Management
  • Hospitality Best Practices
  • Client Relationship Management
  • Guest Complaint Resolution
  • Team Member Development
  • Local Attraction Knowledge
  • Guest Services Agent Training
  • Customer Rapport
  • Guest Inquiry Resolution
  • Personnel Supervision
  • Client Consultations
  • Operational Efficiency
  • Hotel Operations
  • Hotel Management
  • Inventory Management
  • Front Desk Operations
  • Computer Skills
  • Facilities Management
  • Payment Processing
  • Teamwork and Leadership
  • Work Planning and Prioritization
  • Front Desk Management
  • Office and Staff Streamlining
  • Special Event Coordination
  • Guest Registration
  • Interviewing and Hiring
  • Assignment Delegation
  • Staff Training
  • Reception Oversight
  • Event Marketing
  • Guest Accommodations
  • Strategic Planning and Analysis
  • Facilities Management Software
  • Flexible Schedule
  • Performance Evaluations
  • Shift Scheduling
  • Promotions
  • Special Events Ticketing
  • Supply Purchasing
  • Expense Reports
  • Decision-Making
  • Group Bookings
  • Food and Beverage Operations
  • Community Relations
  • Relationship Building
  • Customer Service
  • Marketing
  • Food Service Operations
  • Room Inspections
  • Training and Mentoring
  • CRM Software
  • Brand Management
  • Social Media Networking
  • Operational Systems Monitoring
  • Guest Experiences
  • Reservations Management
  • Budget Implementation
  • Vendor Interaction
  • MS Office

Accomplishments

  • Consistently maintained high customer satisfaction ratings.
  • Improved Check In process through elimination of repetitive and time-consuming steps while maintaining data quality and integrity.
  • Promoted to Assistant Front Office Manager due to hard work and consistent job dedication that achieved higher customer satisfaction and sales goals.

Certification

  • Certified Trainer Training - 2018

Timeline

Front Office Task Force

Home2 Suites By Hilton Hotel
09.2022 - 02.2023

Operations Manager Task Force

Moxy Hotel
09.2022 - 11.2022

Assistant Front Office Manager

Curio Collection Hilton
03.2021 - 04.2022

Task Force Front Office Manager

Strategic Solutions Consulting
01.2020 - 05.2023

Hotel Front Desk Agent

Hilton Garden Inn Hotel
06.2017 - 09.2019

Task Force Front Office

IHG Hotels & Resorts
01.2014 - 03.2014

Associate Of Business Administration -

Pima Medical Institute

Bachelor Of Applied Science -

University of Arizona

General Studies

Pima Community College

Associate Of Applied Business -

University of Arizona

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Felicia Kee