Kayla Haughey
AZ
Summary
Experienced Front Office Manager at Hilton Garden Inn Scottsdale Old Town, recognized for elevating guest satisfaction and optimizing operations. Achieved a 25% decrease in billing discrepancies through effective team leadership of 12 staff members. Proficient in revenue management and staff development, promoting efficiency and teamwork. Dedicated to providing exceptional hospitality services.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Office Manager
Hilton Garden Inn Scottsdale Old Town
10.2016 - Current
Oversaw front office operations for a 199-room property, managing a team of over 12 associates.
Implemented accuracy controls in AR group billing, decreasing discrepancies by 25%.
Developed tools and dashboards that streamlined front office workflow, saving an average of five hours per week.
Successfully transitioned to PEP system from ONQ; trained staff and minimized check-in delays by 30%.
Worked cross-functionally with sales and housekeeping to increase RevPAR by 8% annually.
Adjusted staffing based on occupancy forecasts, improving labor cost efficiency by 12%.
Maintained high billing accuracy through real-time monitoring, achieving a 98% success rate.
Enhanced guest satisfaction scores by 10% through strategic scheduling during peak periods.
Education
High School Diploma -
Washingtonville Senior High School
Washingtonville, NY06-2009
MBA -
SUNY College At New Paltz
New Paltz, NYSkills
- Front office operations
- Revenue management
- Staff training
- Billing accuracy
- Customer service
- Team leadership
- Occupancy forecasting
- Problem solving
- Conflict resolution
- Hospitality services
- Guest relations
- Training and coaching
- Property management systems
- Conflict management
- Reservation management
- Senior leadership support
- Staff training and development
- Administrative skills
- Payroll and budgeting
Previous Experience
- Team Lead/Key Holder, Boost Mobile, Open Close, Customer Service, Financial Control
- Sales Rep/Administrative Asst./Customer Relations, Global Vacation Network
- Assistant Manager / Key Holder, Dunkin Donuts, Open Close, FB Management, Consumer Relations
Certification
- Food Handlers Certification
- Title 4 Certified
- CPR/First Aid Certified
- POS Transfer (PEP) System Training
References
References available upon request.
Timeline
Front Office Manager
Hilton Garden Inn Scottsdale Old Town
10.2016 - Current
High School Diploma -
Washingtonville Senior High School
MBA -
SUNY College At New Paltz
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