Latrina Griffin
East Saint Louis,IL
Summary
Proficient, detailed Assistant with proven experience in front office operations. Strongly knowledgeable of multi-line phone systems, guest receiving protocols and office software applications. Adept at ordering supplies, maintaining inventory and presenting polished, friendly public atmosphere. Smoothly oversee Hotel front offices with strong leadership and team management abilities focused on delivering unparalleled support to staff and customers. Collaborate with team members to direct efficient operations based on trust and open communication. Performance-oriented and well-organized manager with in-depth understanding of financial and operational processes. Cross-trained, multi-functioning professional with 20 years of experience in front office management landscapes. Keenly equipped to handle training and development of employees, business reporting, time-keeping management and on-call float for shift shortages. Excellent at setting agendas and providing employee-centric yet, customer-focused environments. Enthusiastic Front Office Manager with experience improving office efficiency and team performance .
Overview
22
22
years of professional experience
Work History
Assistant Front Office Manager
Westin Hotel
01.2023 - Current
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Provided clerical support, addressing routine, and special requirements.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Drafted employee work schedules to fill coverage gaps.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Acted as point of contact for vendor collaboration for contracted services.
- Interacted with customers by phone, email, or in-person to provide information.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
- Used pivot tables to create detailed accounting reports to explain cost expenses.
- Protected staff and customers and minimized legal issues by quickly resolving safety issues.
- Created training modules in partnership with HR for new hires.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Reduced customer issues by Number% with introduction of surveys and questionnaires.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Oversaw $Amount administrative budget by maintaining optimal controls and tracking expenses to meet financial goals.
- Supervised payroll corrections for accuracy and duplications.
- Resolved conflicts between guests or staff members in a professional manner to maintain a positive work environment.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Completed monthly and quarterly Type reports for senior management.
- Trained new-hires on type procedures to better service customers.
- Created quarterly company employee appreciation outings to reinforce employee-centric environment.
- Recommended strong business plans, operational decisions and financial processes to support business sustainability.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Coached employees through day-to-day work and complex problems.
- Delivered performance reviews, recommending additional training or advancements.
- Monitored customer service trends and provided insights to management team for further improvement.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Created, prepared, and delivered reports to various departments.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for Number employees.
- Built and managed processes for tracking and monitoring department performance.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Created reports, presentations and other materials for executive staff.
- Organized and updated databases, records and other information resources.
- Coordinated office events, seminars and meetings for staff and clients.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Negotiated and executed contracts on behalf of department.
Registered Nurse
All Staff Nursing
10.2009 - 07.2022
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
- Administered medications safely according to established guidelines while closely monitoring for side effects or adverse reactions requiring intervention.
- Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
- Managed care from admission to discharge.
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
- Enhanced patient satisfaction by providing compassionate, holistic nursing care that addressed physical, emotional, and spiritual needs.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
- Assisted in the training and mentorship of new nursing staff members, contributing to a positive work environment and high-quality patient care.
- Prevented the spread of infections by consistently adhering to strict infection control protocols and educating patients on proper hygiene practices.
- Administered medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans.
- Collaborated with interdisciplinary teams to develop comprehensive treatment plans for complex patients with multiple comorbidities.
- Provided direct patient care, stabilized patients, and determined next course of action.
- Trained new nurses in proper techniques, care standards, operational procedures, and safety protocols.
- Implemented medication and IV administration, catheter insertion, and airway management.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Served as a preceptor for nursing students during their clinical rotations, providing valuable real-world experience and guidance to foster professional growth.
- Skillfully managed challenging patient situations using de-escalation techniques, crisis intervention strategies, and therapeutic communication skills.
- Improved patient outcomes by implementing evidence-based nursing interventions and individualized care plans.
- Evaluated healthcare needs, goals for treatment, and available resources of each patient and connected to optimal providers and care.
- Participated in ongoing professional development opportunities to stay current on best practices in nursing care and emerging trends in healthcare delivery.
- Monitored patient condition by interpreting and tracking EKG readings, identifying irregular telemetry readings and updating team members on changes in stability or acuity.
- Promoted a culture of safety within the healthcare facility by participating in quality improvement initiatives, identifying potential hazards, and advocating for best practices in nursing care delivery.
- Organized and managed care of patients undergoing various therapies and procedures.
- Provided support for patients'' families during difficult medical decisions or end-of-life care, serving as a liaison between the healthcare team and loved ones.
- Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use, and disease management.
- Maintained quality care and comfort for patients with heart failure, pulmonary hypertension, and other conditions.
- Advocated for patients by communicating care preferences to practitioners, verifying interventions met treatment goals and identifying insurance coverage limitations.
- Conferred with physicians to discuss diagnoses and devise well-coordinated treatment approaches.
- Contributed to interdisciplinary team meetings by presenting relevant clinical data about patients'' progress toward reaching established goals of care.
- Facilitated patient transitions between different levels of care, ensuring continuity of services and minimizing disruptions in treatment plans.
- Reduced hospital readmissions through effective discharge planning, patient education, and follow-up care coordination.
- Provided exceptional care to high-acute patients needing complex care such as ventilator management, extensive wound care and rehabilitation.
- Implemented evidence-based fall prevention strategies, resulting in a significant decrease in patient falls within the unit.
- Demonstrated expertise in wound management techniques resulting in accelerated healing times for patients with complex wounds or pressure injuries.
- Streamlined medication administration processes for increased safety and accuracy during busy shifts.
- Oversaw delivery of care for patients on medical-surgical unit, providing direct care, delegating nursing assignments and supervising team comprised of nurses, LPNs, technicians, and unit clerks.
- Audited charts and reviewed clinical documents to verify accuracy.
- Managed quality care for patients with heart failure, end-stage renal disease and coronary artery disease.
General Manager
Baymont Inn & Suit Hotel
08.2016 - 05.2022
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- 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.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Managed budget implementations, employee evaluations, and contract details.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Analyzed market trends and competitor activities to create competitive advantages.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Collaborated with cross-functional teams to develop innovative solutions.
Registered Nurse
Washington University
04.2002 - 12.2021
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
- Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
- Administered medications safely according to established guidelines while closely monitoring for side effects or adverse reactions requiring intervention.
- Managed care from admission to discharge.
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
- Enhanced patient satisfaction by providing compassionate, holistic nursing care that addressed physical, emotional, and spiritual needs.
- Assisted in the training and mentorship of new nursing staff members, contributing to a positive work environment and high-quality patient care.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
- Administered medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans.
- Prevented the spread of infections by consistently adhering to strict infection control protocols and educating patients on proper hygiene practices.
- Collaborated with interdisciplinary teams to develop comprehensive treatment plans for complex patients with multiple comorbidities.
- Provided direct patient care, stabilized patients, and determined next course of action.
- Implemented medication and IV administration, catheter insertion, and airway management.
- Trained new nurses in proper techniques, care standards, operational procedures, and safety protocols.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Skillfully managed challenging patient situations using de-escalation techniques, crisis intervention strategies, and therapeutic communication skills.
- Served as a preceptor for nursing students during their clinical rotations, providing valuable real-world experience and guidance to foster professional growth.
- Improved patient outcomes by implementing evidence-based nursing interventions and individualized care plans.
- Participated in ongoing professional development opportunities to stay current on best practices in nursing care and emerging trends in healthcare delivery.
- Promoted a culture of safety within the healthcare facility by participating in quality improvement initiatives, identifying potential hazards, and advocating for best practices in nursing care delivery.
- Evaluated healthcare needs, goals for treatment, and available resources of each patient and connected to optimal providers and care.
- Provided support for patients'' families during difficult medical decisions or end-of-life care, serving as a liaison between the healthcare team and loved ones.
- Organized and managed care of patients undergoing various therapies and procedures.
- Monitored patient condition by interpreting and tracking EKG readings, identifying irregular telemetry readings and updating team members on changes in stability or acuity.
- Conferred with physicians to discuss diagnoses and devise well-coordinated treatment approaches.
- Maintained quality care and comfort for patients with heart failure, pulmonary hypertension, and other conditions.
- Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use, and disease management.
- Contributed to interdisciplinary team meetings by presenting relevant clinical data about patients'' progress toward reaching established goals of care.
- Advocated for patients by communicating care preferences to practitioners, verifying interventions met treatment goals and identifying insurance coverage limitations.
- Reduced hospital readmissions through effective discharge planning, patient education, and follow-up care coordination.
- Facilitated patient transitions between different levels of care, ensuring continuity of services and minimizing disruptions in treatment plans.
Education
Bachelor Of Science - Nursing Administration
Southwestern Illinois College
Belleville, IL06.2002
High School Diploma - Marketing
Belleville East High School
Belleville, IL05.1999
Skills
- Customer Service
- Staff Training and Development
- Employee Supervision
- Cash Handling Accuracy
- Data inputting
- Operations Management
- Complaint Handling
- Reservation handling
- Scheduling
- Employee Management
- Staff Supervision
- Microsoft Office Suite
- Communication Management
- Workflow Optimization
- Financial Reporting
- Property Management Systems
- Emergency response readiness
- Sales Support
- Inventory Oversight
- Lost and found procedures
- Quickbooks
- Guest Relations Management
- Expense Tracking
- Pivot tables
- Human resource policies
- Concierge services
- Revenue management
- Key card management
- Room assignment coordination
- Guest check-in and out procedures
- Listening Skills
- Effective Multitasking
- Decision-making capabilities
- Hospitality services
- Reservations assistance
- Exceptional communication
- Relationship Building
- Customer Relations
- Team Management
- Administrative Skills
- Oral and writing communication
- Guest Relations
- Training and coaching
- Scheduling and calendar management
Timeline
Assistant Front Office Manager
Westin Hotel
01.2023 - Current
General Manager
Baymont Inn & Suit Hotel
08.2016 - 05.2022
Registered Nurse
All Staff Nursing
10.2009 - 07.2022
Registered Nurse
Washington University
04.2002 - 12.2021
Bachelor Of Science - Nursing Administration
Southwestern Illinois College
High School Diploma - Marketing
Belleville East High School