Hope York
Moyock,NC
Summary
Results-driven Front Office Manager with a proven track record of enhancing guest satisfaction and streamlining operations. Skilled in effective multitasking, workflow optimization, and staff management.
Overview
4
4
years of professional experience
Work History
Front Office Manager
Harmony Hospitality
01.2024 - Current
- Conducted regular audits of front office operations to ensure compliance with company standards.
- 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.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Defined clear targets and objectives and communicated to other team members.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Front Office Manager
Benchmark Hospitality
07.2023 - 01.2024
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Assisted in training and supervising front office staff to enhance service quality.
- Coordinated communication between departments to resolve guest inquiries swiftly.
- Implemented scheduling systems for staff shifts, optimizing workforce management.
- Maintained accurate records of room availability and reservations using PMS software.
- Developed standard operating procedures for front office tasks to improve efficiency.
- Addressed guest complaints professionally, enhancing overall satisfaction ratings.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- 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.
Reservations Manager
Benchmark Hospitality
07.2022 - 02.2023
- Managed daily reservations using property management systems to optimize occupancy rates.
- Assisted guests with booking modifications and inquiries, enhancing customer satisfaction.
- Coordinated with front desk staff to ensure seamless check-in processes for arriving guests.
- Processed group bookings and special requests, maintaining attention to detail and accuracy.
- Monitored reservation trends to assist in forecasting future occupancy needs.
- Streamlined reservation processes for increased efficiency and improved guest experience.
Education
High School Diploma -
Camden County High School
Camden, NC06-2018
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Issue handling
- Effective planning
- Staff management
Timeline
Front Office Manager
Harmony Hospitality
01.2024 - Current
Front Office Manager
Benchmark Hospitality
07.2023 - 01.2024
Reservations Manager
Benchmark Hospitality
07.2022 - 02.2023
High School Diploma -
Camden County High School