Kenedra Combs
Dallas,TX
Summary
Seasoned Front Office Manager bringing 7 years of hospitality experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
9
9
years of professional experience
Work History
Director, Front Office
Fairmont Hotel & Resorts
06.2024 - Current
- Oversaw day-to-day operations of 545 room hotel with Front Office staff of 21 employees.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular team meetings to review performance metrics, address concerns, and share best practices among staff members.
- Contributed to organizational goals by collaborating with other department heads on cross-functional initiatives aimed at enhancing overall hotel performance.
- Optimized staff productivity through effective scheduling, training, and performance evaluations.
- Participated in budget planning, controlling expenses within allocated limits while maintaining quality service levels.
- Act as Department Head in the absence of Director of Front Office and Director of Rooms
Front Office Manager
Fairmont Hotel & Resorts
08.2022 - 06.2024
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Led Front Office team to a 83% and 85% arrival and departure guest satisfaction score respectively.
- Surpassed loyalty enrollment goal of 3300 with 3412 enrollments by end of 2023
Assistant Manager, Front Office
Fairmont Hotels & Resorts
05.2022 - 08.2022
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
Guest Experience Expert-Front Desk Agent
W Dallas Victory Hotel
12.2021 - 05.2022
- Informed customers about payment methods and verified credit card data
- Acted as lobby concierge by providing information about hotel & local attractions
- Communicated with housekeeping staff to ensure all rooms were clean and ready to accommodate new guest arrivals
- Created department schedule and processed time off requests
- Trained all incoming front desk agents.
Guest Experience Expert-Club Level
The Ritz-Carlton
04.2021 - 12.2021
- Facilitated reopening of Club Lounge after Covid related closure
- Requisition all necessary supplies, transporting supplies from storeroom to bar set-up area as required
- Forecast additional meal requirements and communicate special requests to the kitchen
- Created itineraries for incoming guests, booking accommodations at local restaurants & attractions.
Residential Concierge
Stratton Amenities
01.2021 - 04.2021
- Investigate and resolve resident complaints and inquiries in a timely manner
- Provide resident services such as package and dry cleaning acceptance and retrieval, and any additional requests upon demand
- Record and deliver messages to residents, management, leasing, and relieving concierge
- Booking business center, freight elevator, and other amenities for residents.
Fairmont Gold Executive Lounge Manager
Fairmont Hotels & Resorts
05.2019 - 08.2020
- Forecasted daily, weekly, & monthly Fairmont Gold occupancy levels
- Collaborated with Executive Chef to curate breakfast & evening canape menu
- Ordered and maintained inventory, ensuring lounge was properly stocked
- Led Fairmont Gold team and achieved 97% guest satisfaction
- Curated luxury experience by providing a luxury ambiance with the use of food, music, lighting, & decor.
Fairmont Gold Executive Lounge Supervisor
Fairmont Hotels & Resorts
06.2017 - 05.2019
- Developed and maintained guest relationships to ensure guest loyalty and repeat business
- Proactively reviewed all Fairmont Gold reservations for new ways to wow the guests and turn moments into memories
- Assisted Front Desk with upsell programs to increase revenue and enhance guest stay
- Offered warm welcome and greeting by offering coffee, water, or spirit upon arrival
- Coordinated with Fairmont Gold Manager to create weekly schedule to ensure lounge is properly staffed.
Royal Service Agent/Switchboard Operator
Fairmont Hotels & Resorts
07.2016 - 06.2017
- Consistently offered exceptional customer service in a luxury hotel when responding to high volumes of guest telephone calls, instant messages, and emails
- Responded to guest requests and ensure they are conducted quickly and efficiently
- Followed up guest requests according to hotel's standards
- Processed guests' room service orders while following LQA standards.
Barista
Fairmont Hotels & Resorts
11.2015 - 07.2016
- Prepared & presented beverages/food according to established recipe & presentation standards
- Served 100+ customers daily with efficiency and enthusiasm to ensure customer satisfaction
- Maintained safe & healthy work environment by following occupational standards, policies, and regulations.
Education
High School Diploma -
Desoto High School
DeSoto, TX06.2010
Skills
- Employee Training and Development
- Customer Service
- Hospitality services
- Reservation Management
- Property Management Systems
- Proficient in Opera PMS & Opera Cloud
Accomplishments
Fairmont Dallas "Leader of the Month" April 2023
Fairmont Dallas "Star of the Month" November 2018
Timeline
Director, Front Office
Fairmont Hotel & Resorts
06.2024 - Current
Front Office Manager
Fairmont Hotel & Resorts
08.2022 - 06.2024
Assistant Manager, Front Office
Fairmont Hotels & Resorts
05.2022 - 08.2022
Guest Experience Expert-Front Desk Agent
W Dallas Victory Hotel
12.2021 - 05.2022
Guest Experience Expert-Club Level
The Ritz-Carlton
04.2021 - 12.2021
Residential Concierge
Stratton Amenities
01.2021 - 04.2021
Fairmont Gold Executive Lounge Manager
Fairmont Hotels & Resorts
05.2019 - 08.2020
Fairmont Gold Executive Lounge Supervisor
Fairmont Hotels & Resorts
06.2017 - 05.2019
Royal Service Agent/Switchboard Operator
Fairmont Hotels & Resorts
07.2016 - 06.2017
Barista
Fairmont Hotels & Resorts
11.2015 - 07.2016
High School Diploma -
Desoto High School
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