LaShawn Spears
Calumet Park,IL
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
27
27
years of professional experience
Work History
Front Office Manager
The Palmer House Hilton
03.2020 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created, prepared, and delivered reports to various departments.
- 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.
Lead Guest Service Associate
Palmer House Hilton Hotel
08.2009 - 03.2020
- Greeted 900 daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Managed administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Oversaw fast-paced front desk operations with as many as 1200 nightly guests.
- Maintained transaction security by verifying payment cards against identification.
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
Night Audit Manager
Palmer House Hilton
11.1997 - 07.2009
- Updated customer accounts with add-on room charges, including minibar use and room service bills
- Kept accounts in balance and ran daily reports to verify totals
- Balanced hotel accounts and resolved discrepancies
- Performed nightly updates to room charges and rates
- Documented accounts and logs throughout shift to keep up with all requirements
- Reviewed checklist on daily basis and planned shift accordingly
- Entered customer data and updated information whenever patrons changed rooms
Education
Associate of Science - Business Administration
Dawson Technical Institute
1996
Skills
- Customer Relations
- Workflow Optimization
- Administrative skills
- Hospitality services
- Relationship building
- Database administration
- OnQ
- Closing processes
- Oral and Writing communication
- Team Management
- Team leadership
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 12 + staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Front Office Manager
The Palmer House Hilton
03.2020 - Current
Lead Guest Service Associate
Palmer House Hilton Hotel
08.2009 - 03.2020
Night Audit Manager
Palmer House Hilton
11.1997 - 07.2009
Associate of Science - Business Administration
Dawson Technical Institute