Fortunard Fonrose
Gainesville,FL
Summary
Dynamic Front Office Manager with a proven track record at BlessCare Medic, excelling in conflict resolution and staff development. Expert in workflow optimization and customer relations, I have successfully implemented training programs that enhanced service quality, resulting in improved employee satisfaction and operational efficiency. Committed to fostering a positive workplace culture.
Overview
18
18
years of professional experience
Work History
Front Office Manager
BlessCare Medic
Orlando, Florida
04.2019 - Current
- I am tasked with hiring, firing, disciplining, training, and mentoring the staff. I negotiate and administer benefits; maintain and help develop personnel policies, pay rates, and job descriptions.
- Managed scheduling and appointment systems, enhancing staff efficiency and patient satisfaction.
- Developed training programs for front office staff, improving team performance and service standards.
- Implemented process improvements in patient check-in procedures, reducing wait times significantly.
Guest Service Manager
Walt Disney World Resort
02.2011 - 03.2019
- Led guest service team to enhance visitor experiences and ensure operational excellence.
- Developed and implemented training programs for staff to improve service quality and efficiency.
- Analyzed guest feedback to identify trends and drive continuous improvement initiatives.
- Coordinated cross-departmental communication to streamline service delivery and resolve guest concerns.
- Oversaw daily operations, ensuring adherence to safety protocols and company standards.
- Utilized reservation systems to manage bookings, optimizing resource allocation during peak times.
- Implemented strategic initiatives that elevated guest satisfaction scores through personalized interactions.
- Oversaw day-to-day operations of 1672-room hotel with staff of 23 employees.
Front Desk Manager
Ramada Plaza Hotel & Oasis Convention Center
06.2008 - 01.2010
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Implemented staff training programs to enhance customer service skills and operational efficiency.
- Coordinated communication between departments to address guest inquiries and resolve issues promptly.
- Oversaw scheduling and staffing for front desk team, optimizing coverage during peak times.
- Developed procedures to improve guest satisfaction scores through proactive engagement and feedback collection.
- Analyzed daily reports to identify trends, enhancing service delivery and operational workflows.
Education
Bachelor of Science - Business Administration And Management
Warner University
Lake Wales, FL06-2008
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
Languages
French
Native or Bilingual
Timeline
Front Office Manager
BlessCare Medic
04.2019 - Current
Guest Service Manager
Walt Disney World Resort
02.2011 - 03.2019
Front Desk Manager
Ramada Plaza Hotel & Oasis Convention Center
06.2008 - 01.2010
Bachelor of Science - Business Administration And Management
Warner University