Jessica Huffman
State College
Summary
Accomplished Front Office Manager with over a decade of experience in hospitality. Adept at supervising staff, implementing efficient processes, and fostering teamwork to elevate service standards and guest experiences.
Overview
14
14
years of professional experience
Work History
Front Desk Supervisor
Residence Inn, Scholar Hotels
04.2025 - Current
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new staff on customer service standards and hotel procedures.
- Managed reservations using property management systems to optimize room occupancy rates.
- Addressed guest inquiries and resolved issues promptly, enhancing overall satisfaction levels.
- Coordinated communication between departments to streamline service delivery for guests.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
Front Desk Associate
Hyatt Place, Scholar Hotels
02.2025 - 04.2025
- Provided exceptional customer service, addressing guest inquiries and concerns effectively.
- Managed check-in and check-out processes, ensuring seamless guest experiences.
- Coordinated reservations using hotel management software, optimizing room occupancy rates.
- Maintained cleanliness and organization of front desk area to enhance guest impression.
Front Office Manager
Shaner Corp
03.2012 - 01.2025
- Managed daily front office operations to ensure exceptional guest experiences and satisfaction.
- Supervised front desk staff, providing training and performance feedback to enhance team efficiency.
- Developed and implemented standard operating procedures for front office processes, improving workflow consistency.
- Coordinated with various departments to fulfill guest requests swiftly, enhancing overall service delivery.
- Oversaw inventory management of office supplies and amenities, optimizing resource allocation and cost control.
- Handled guest complaints effectively, turning potential issues into opportunities for improved service quality.
- Led initiatives to streamline check-in/check-out processes, significantly reducing wait times for guests.
- 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.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
Education
High School Diploma -
State High
State College, PA06-2004
Skills
- Time management
- Guest relations
- Reservations management
- Problem-solving skills
- Word processing
- Customer service management
- Team building proficiency
- Training and mentoring
- Staff supervision
- Staff training and development
- Scheduling and planning
- POS system operation
- Reservation management
- Listening skills
- Exceptional communication
- Cash control
- Issue resolution
Timeline
Front Desk Supervisor
Residence Inn, Scholar Hotels
04.2025 - Current
Front Desk Associate
Hyatt Place, Scholar Hotels
02.2025 - 04.2025
Front Office Manager
Shaner Corp
03.2012 - 01.2025
High School Diploma -
State High