Isabelle Valverde
Elizabeth City,NC
Summary
Accomplished Front Office Manager with a proven track record at Hyatt, enhancing guest satisfaction and optimizing workflow. Excelled in team management and administrative skills, significantly improving operational efficiency. Demonstrated expertise in customer relations and hospitality services, leading to increased revenue and occupancy rates.
Overview
15
15
years of professional experience
Work History
Front Office Manager
Hyatt
04.2018 - 08.2022
- 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.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- 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.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
Front Office Manager
Hilton Hotels Corporation
11.2010 - 06.2017
- 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.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Office Manager
Stellar Realty Company
09.2007 - 04.2010
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Education
Licensed - Beauty
Dewolffs School of Cosmetology
Albuquerque, NM10.1998
Skills
Effective Multitasking
Workflow Optimization
Customer Service
Customer Relations
Scheduling and calendar management
Administrative Skills
Hospitality services
Team Management
Timeline
Front Office Manager
Hyatt
04.2018 - 08.2022
Front Office Manager
Hilton Hotels Corporation
11.2010 - 06.2017
Office Manager
Stellar Realty Company
09.2007 - 04.2010
Licensed - Beauty
Dewolffs School of Cosmetology
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