Kelly Strunk
Covington,Kentucky
Summary
Seasoned Front Office Manager with a proven track record at Grain Design Flooring, enhancing operational efficiency and customer satisfaction. Expert in workflow optimization and guest relations, I've successfully implemented strategies boosting revenue and occupancy rates. Skilled in MS Office and adept at fostering team leadership, my approach has consistently improved service standards and financial performance.
Overview
19
19
years of professional experience
Work History
Front Office Manager
Grain Design Fooring
Covington, KY
01.2016 - Current
- 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.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- 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.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
- Coordinated special events bookings with event planning teams for smooth execution of functions held at the hotel premises.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Filing
- QuickBooks
- Answering incoming calls for potential clients booking projects
- Confirming appointments at the end of day
- Monitor inventory counts
- Ordering inventory
- Word Microsoft Excel PowerPoints
FOH Manager
Buca Di Beppo
Florence, KY
04.2010 - 01.2016
- Improved customer satisfaction by implementing efficient front-of-house operations and staff management techniques.
- Handled customer complaints effectively, resolving issues promptly to maintain brand reputation and garner positive reviews.
- Implemented new menu items in coordination with the chef, boosting overall sales revenue.
- Elevated team performance with regular training sessions, addressing areas of improvement and promoting best practices.
- Promoted upselling strategies among servers, leading to higher average check values per transaction.
- Maintained a safe, secure, and sanitary work environment for all employees and guests by adhering to established guidelines and protocols.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Ensured compliance with health codes, safety regulations, and company policies through diligent oversight of daily operations.
- Oversaw staff schedules to ensure optimal coverage during peak hours without exceeding labor budget constraints.
- Maximized table turnover rate through effective floor plans and strategic server assignments.
- Collaborated with back-of-house teams to deliver seamless dining experiences and high-quality service standards.
- Coordinated special events such as weddings or corporate functions, ensuring flawless execution from planning to completion stages.
- Streamlined reservation processes for enhanced guest experiences and increased bookings.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Performed cash handling activities and secured nightly bank deposits.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Closing and running side work duties to all servers
GM
Fazoli's Restaurant
Florence, KY
11.2005 - 04.2010
- Delivered exceptional customer experiences through personalized service offerings tailored to individual preferences.
- Fostered a positive work environment to improve team morale and productivity levels.
- Reduced costs with thorough budget analysis and strategic financial planning.
- Streamlined operations for increased efficiency by identifying areas of improvement in workflow processes.
- Achieved sales targets consistently by employing persuasive negotiation techniques and building strong relationships with key clients.
- Optimized inventory management, implementing accurate forecasting methods to minimize stock discrepancies and prevent excess waste.
- Led organizational restructuring efforts aimed at improving overall efficiency and costeffectiveness.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Developed and implemented strategies to increase sales and profitability.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
Associate Of Applied Science - Human Services
Gateway Community And Technical College
Covington, KY06.2013
Skills
- Effective Multitasking
- Workflow Optimization
- Customer Service
- Customer Relations
- Scheduling and calendar management
- Issue handling
- Data Entry
- Reservation Management
- Effective Planning
- Schedule Management
- Inventory Control
- Guest Relations
- Training and coaching
- Employee Supervision
- Listening Skills
- Workflow Planning
- Payroll and budgeting
- Spreadsheet tracking
- Goal Setting
- Computer Skills
- Team Leadership
- Shift Scheduling
- Onboarding and Orientation
- Hiring and Training
- Performance Tracking and Evaluation
- MS Office
Timeline
Front Office Manager
Grain Design Fooring
01.2016 - Current
FOH Manager
Buca Di Beppo
04.2010 - 01.2016
GM
Fazoli's Restaurant
11.2005 - 04.2010
Associate Of Applied Science - Human Services
Gateway Community And Technical College