Karen Moss
Queens Village
Summary
Dynamic and results-oriented Hotel Front Office Manager with over six years of experience in the hospitality sector. Expertise in overseeing front office operations, enhancing guest services, and leading high-performing teams to consistently deliver outstanding guest experiences. Proficient in staff training, implementing operational improvements, and upholding exceptional service quality standards. Strong communication, problem-solving, and organizational skills drive operational efficiency while fostering a collaborative and positive work environment.
Overview
20
20
years of professional experience
Work History
Front Office Manager
Inn at Great Neck
03.2019 - 09.2025
- Manage all front office and daily reservations operations.
- Defining and implementing front office objectives and procedures.
- Oversee all aspects of the reservations process including handling inquiries, managing bookings, confirming reservations, group bookings and resolving discrepancies to ensure accuracy and efficiency.
- Hiring, train and supervise all front office and valet employees and manage shift schedules every week.
- Monitor and develop team members’ performance to ensure they understand their job roles, adhering to all hotel policies, procedures, and regulations.
- Conducting performance reviews and evaluations with team members.
- Provide constructive feedback to team members to assist them in their overall job performance.
- Meet and greet guests and respond to inquiries, requests and address any guest complaints.
- Improve customer satisfaction scores by addressing issues and making improvements.
- Created up-selling techniques to promote hotel and maximize revenue.
- Performing administrative and financial duties such as running daily reports, room inventory, guest payments, cost control, overall profitability, budgeting and forecasting, bank deposits, accounts receivable, office supply inventory and payroll.
- Ensure all staff members are well equipped in fire and emergency procedures.
- Coordinate with all departments to ensure they have everything they need.
- Ensure good communication between all departments and the front office to better serve our guests.
Claims Adjuster
GEICO
03.2016 - 11.2018
- Handle liability claims from a motor vehicle accident.
- Contact all interested parties within twenty-four hours of receiving the claim.
- Investigate and process insurance claims filed by policyholders, claimants, and adverse carriers.
- Interview policyholder, claimant, and witnesses to gather pertinent information.
- Prepare and present claims to insurance companies.
- Verify that coverage applies through an insurance policy.
- Examine photographs and statements.
- Listen to or watch audio or video of accident.
- Record data and statements in report.
- Evaluate all evidence to determine how claim should be managed.
- Negotiate with policyholder, claimant, and adverse carrier to settle claim.
- Issue payout amounts to interested parties.
- Submit subrogation demands to adverse carriers to recover payment.
- Submit Arbitrations to settle disputes in liability and damages.
- Receive incoming calls from policyholders, claimants, adverse carriers, attorneys, and body shops and address all questions or concerns regarding the claim.
- Provide excellent customer service to those who have suffered a loss to ensure a positive and timely solution.
Server
Culinart Catering
05.2017 - 12.2017
- Set up tables, linens, chairs, and serving stations for full-service banquet events.
- Maintain clean and organized dining area to facilitate workflows and minimize safety hazards.
- Greet and welcome guests and respond to specific requests in courteous manner.
- Serve beverage and foods in designated order and quickly remove dishes at end of each course, meal, or function; replenish beverages and check with guests to ensure satisfaction.
- Reset banquet as specified by supervisor to ensure readiness for other functions.
Claims Analyst
Winthrop University Hospital
10.2015 - 01.2016
- Analyze hospital claims processing including coding compliance, payment review, and denial management for all outpatient and inpatient claim types.
- Coordinate and identify opportunities to maximize reimbursement for the hospital.
- Conducts international classification of diseases, current procedural terminology, and healthcare common procedure coding system billing reviews.
- Perform hospital length of stay reviews to determine reasonable and necessary care and appropriateness of stay.
- Evaluates claims referred for medical management and makes recommendations for follow-up, further investigation, or documentation, as necessary.
- Evaluate claims compliance with regulatory requirements and the hospital’s coding guidelines.
- Reports claim and coding review findings and provides recommendations for process changes and improvement.
Patient Account Representative
Northwell Health
05.2005 - 10.2015
- Perform timely follow-up on patient accounts to obtain a quick resolution and correct reimbursement.
- Responsible for reviewing and researching payment discrepancies and determining appropriate measures to resolve account.
- Contact payers to determine the unpaid status of billed claims.
- Adjust and update financial, demographic, insurance and other reports pertaining to patient accounts.
- Process denials from carriers upon receipt of determination from carrier to resolution of account.
- Thoroughly investigate denied claims to ensure denial is assigned to appropriate worklist.
- Collaborating with the utilization management department to initiate and resolve the clinical appeals process.
- Receive incoming calls from the patient and resolve any questions or concerns regarding their bill.
Education
Bachelors of Arts - English
Queens College
Flushing, NY09.2003
Certificate - Medical Billing
Roxbury Institute of Medical Management
Jamaica Estates, NY07.2001
Skills
- Experienced in Word, Excel, Outlook, and PowerPoint
- Valid driver’s license in New York
- Property Management Systems (Chorum and Opera)
- Point of Sale Systems – Digital Dining and GEMpos
- Read, write and Speak Spanish Fluently
- Guest Relations Management
- Upselling and Cross Selling Services
- Conflict Resolution and Complaint Handling
- Budgeting and Cost Control
- Highly organized and results focused leader with experience motivating and guiding team members
- Excellent communication skills with a focus on team building and enhancing guest engagement
- Attention to detail, problem solving, time-management, multitasking, and problem-solving abilities
Timeline
Front Office Manager
Inn at Great Neck
03.2019 - 09.2025
Server
Culinart Catering
05.2017 - 12.2017
Claims Adjuster
GEICO
03.2016 - 11.2018
Claims Analyst
Winthrop University Hospital
10.2015 - 01.2016
Patient Account Representative
Northwell Health
05.2005 - 10.2015
Certificate - Medical Billing
Roxbury Institute of Medical Management
Bachelors of Arts - English
Queens College
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