Jarja Andrews
Sherman Oaks,USA
Summary
Luxury hospitality leader with over nine years of front office management in upscale environments. Expertise in enhancing guest experiences, optimizing operations, and mentoring high-performing teams to uphold luxury service standards. Demonstrated success in service recovery and guest satisfaction metrics.
Overview
11
11
years of professional experience
Work History
Front Office Manager
Fairmont Hotels & Resorts
Los Angeles, CA
05.2024 - Current
- Promoted to Front Office Manager to lead all front office operations within a luxury hotel environment
- Oversaw front desk, concierge, bell services, and lobby ambassadors, ensuring seamless service delivery and guest satisfaction
- Deliver bespoke, high-touch experiences for VIP and high-profile guests, maintaining strict confidentiality and brand alignment
- Recruit, train, and mentor team members to uphold Fairmont and Accor luxury service standards
- Managed scheduling, payroll, and labor optimization to ensure service excellence while maximizing operational efficiency
- Develop and implement SOPs to enhance consistency, streamline workflows, and elevate the guest experience
- Acted as primary escalation point for complex guest concerns, executing effective service recovery to enhance guest experience
- Partner with executive leadership to support guest satisfaction metrics and overall brand reputation
Front Desk Supervisor
Mr. C Hotel
Beverly Hills, CA
08.2023 - 05.2024
- Supervised front desk operations in a luxury boutique hotel known for personalized, high-touch service
- Delivered tailored guest experiences emphasizing VIP recognition and personalization to enhance satisfaction
- Managed room inventory, arrivals, and rate strategies while aligning staffing with demand
- Trained and coached associates on luxury service standards and guest engagement techniques to elevate service quality
- Resolved guest concerns with professionalism and empathy, ensuring effective service recovery and guest retention
Front Desk Supervisor
Hilton LAX Hotel
Los Angeles, CA
12.2019 - 04.2022
- Managed front desk operations in a high-volume, upscale hotel environment
- Ensured seamless arrivals and departures, upholding brand standards for exceptional guest experiences
- Executed prompt, professional service recovery, maintaining high service quality in fast-paced environment
- Implemented up-selling strategies, increasing revenue and enhancing overall guest satisfaction
- Handled financial transactions and nightly reconciliation with accuracy and accountability
Front Desk Supervisor
Hampton Inn & Suites
Camarillo, CA
03.2018 - 12.2019
- Supervised front desk operations, ensuring delivery of consistent, elevated guest service
- Managed guest transactions with accuracy and professionalism, ensuring confidentiality
- Maintained communication across departments, enhancing operational efficiency
Front Desk Clerk
Residence Inn by Marriott
Waco, TX
08.2015 - 07.2017
- Delivered professional and welcoming service to enhance guest experience
- Guided guests with personalized recommendations to enrich their stay
- Compiled accurate cashier reports and ensured balanced financial transactions
Front Desk Clerk
Quality Inn
Hillsboro, TX
03.2015 - 09.2015
- Delivered attentive guest service and managed billing and payment processing for seamless transactions
- Provided concierge-style assistance to elevate guest satisfaction and resolve inquiries
- Completed night audit procedures and reconciled financial records to ensure accuracy
Education
Diploma -
William P. Clements High School
Sugar Land, TX01-2012
Skills
- Front office leadership
- Revenue optimization
- Service recovery
- SOP compliance
- Labor optimization
- Crisis management
- PMS, POS & Microsoft Office Systems
- Team development
- Executive communication
- High-profile relations
Additional Qualifications
- Luxury Guest Relations & Advanced Service Recovery
- Team Leadership & Mentorship (8+ years)
- Night Audit Experience (3 years)
- Shift & Labor Management
- Restaurant & Food & Beverage Knowledge
- Food Safety Awareness
Personal Information
Willing To Relocate: Anywhere
Timeline
Front Office Manager
Fairmont Hotels & Resorts
05.2024 - Current
Front Desk Supervisor
Mr. C Hotel
08.2023 - 05.2024
Front Desk Supervisor
Hilton LAX Hotel
12.2019 - 04.2022
Front Desk Supervisor
Hampton Inn & Suites
03.2018 - 12.2019
Front Desk Clerk
Residence Inn by Marriott
08.2015 - 07.2017
Front Desk Clerk
Quality Inn
03.2015 - 09.2015
Diploma -
William P. Clements High School