Leanne Potter
Concord,CA
Summary
I am currently looking for a full time position in an environment that offers a greater challenge, increased benefits for my family, and the opportunity to help the company advance efficiently and productively Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Office Manager
Canopy by Hilton
San Francisco , CA
2023.03 - Current
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Coordinated with other departments to ensure smooth functioning of operations.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Analyzed customer feedback data to identify areas of improvement.
- Performed administrative duties such as filing documents, answering phones.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Resolved conflicts between customers or staff members professionally.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Ensured all front office activities complied with legal, regulatory, and company policies.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
Assistant Front Office Manager
HYATT CENTRIC FISHERMAN'S WHARF
San Francisco , CA
2023.03 - 2024.04
- Check guests in and out, Managed the team, Coached the team, Took care of guest complaints, did day to day tasks such as checking billing, routing, reservations requests.
- Created reports related to guest feedback surveys and service quality metrics.
- Resolved billing discrepancies in a timely manner.
- Maintained accurate records of all transactions for accounting purposes.
- Provided leadership by setting an example for other employees to follow.
- Performed cashiering duties such as handling payments from customers.
- Assisted guests with reservations changes or cancellations as needed.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Investigated customer complaints and took corrective action when necessary.
- Developed strategies for improving customer satisfaction ratings.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
- Monitored office inventory to maintain supply levels.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
Opperations Manager
Fish Window Cleaning
Concord , CA
2021.03 - 2023.02
- Always complemented on how I clean, In charge of all the cleaners, scheduling routes, keeping the office and shop clean, organized and stocked, deal with issues clients and cleaners have.
Delivery Driver
Amazon.com
South San Francisco , CA
2020.11 - 2021.03
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Received daily delivery instructions and route assignments from dispatch.
- Verified accuracy of items loaded onto truck against shipping documents.
- Drove safely in all weather conditions including rain, snow, sleet, ice.
- Monitored fuel level throughout shift and refueled when necessary.
- Reported mechanical issues with delivery vehicle to supervisor in a timely manner.
- Inspected delivery vehicle to ensure optimal safety and performance prior to each trip.
- Cleaned interior and exterior of delivery vehicle at end of shift as needed.
Front Office Manager
Hampton by Hilton
Oakland , CA
2020.06 - 2021.02
- Long hours, and late nights, Greeted and registered guests and issued room keys, Processed guest payments for room charges, food and beverage charges and phone charges, Monitored room availability using OnQ, Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette, Delivered requested items to guests' rooms, Processed credit card transactions during the checkout process, Referred guests to local restaurants and recommended attractions in the area, Fostered strong working relationships with all hotel departments, Served as public relations representative for the hotel, Greeted all guests in a courteous and professional manner, dealt with schedule changes, guest complaints.
Front Office Supervisor
Embassy Suites by Hilton
San Francisco , CA
2019.03 - 2020.07
- Long hours, and late nights, Greeted and registered guests and issued room keys, Processed guest payments for room charges, food and beverage charges and phone charges, Monitored room availability using OnQ, Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette, Delivered requested items to guests' rooms, Processed credit card transactions during the checkout process, Referred guests to local restaurants and recommended attractions in the area, Fostered strong working relationships with all hotel departments, Served as public relations representative for the hotel, Greeted all guests in a courteous and professional manner
Front Office Supervisor
Pointe Hilton Tapatio Cliffs
Phoenix , AZ
2017.02 - 2019.03
- Long hours, and late nights, Greeted and registered guests and issued room keys, Processed guest payments for room charges, food and beverage charges and phone charges, Monitored room availability using OnQ, Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette, Delivered requested items to guests' rooms, Processed credit card transactions during the checkout process, Referred guests to local restaurants and recommended attractions in the area, Fostered strong working relationships with all hotel departments, Served as public relations representative for the hotel, Greeted all guests in a courteous and professional manner
Hospitality Associate
The Camby Hotel
Phoenix , AZ
2016.05 - 2017.02
- Experienced Night Auditor, Long hours, and late nights, Greeted and registered guests and issued room keys, Processed guest payments for room charges, food and beverage charges and phone charges, Monitored room availability using Opera, Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette, Delivered requested items to guests' rooms, Processed credit card transactions during the checkout process, Referred guests to local restaurants and recommended attractions in the area, Fostered strong working relationships with all hotel departments, Served as public relations representative for the hotel, Greeted all guests in a courteous and professional manner
Front Desk Agent
Hilton Garden Inn Hotel
Scottsdale , AZ
2015.12 - 2016.05
- Experienced Night Auditor, Long hours, and late nights, Greeted and registered guests and issued room keys, Processed guest payments for room charges, food and beverage charges and phone charges, Monitored room availability using OnQ, Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette, Delivered requested items to guests' rooms, Processed credit card transactions during the checkout process, Referred guests to local restaurants and recommended attractions in the area, Fostered strong working relationships with all hotel departments, Served as public relations representative for the hotel, Greeted all guests in a courteous and professional manner
Education
High School Diploma -
Central High School
Saint Joseph, MO2013-05
Bachelor of Science - Business Management
Northwest Missouri State University
Maryville, MOSkills
- Phone Etiquette
- Store Management Experience
- Cash Handling
- Shift Management
- Front Desk
- Office Management
- Office Administration
- Upselling
- Time Management
- Conflict Management
- Delivery Driver Experience
- Hotel experience
- Supervising experience
- Housekeeping management
- Management
- Hospitality
- Commercial cleaning
- Cleaning
- Oral and writing communication
- Proficient in ONQ, Opera PMS
Additional Information
I have a wide knowledge of both opera and onQ software
I am also knowledgeable on upselling
Personal Information
Work Permit: Authorized to work in the US for any employer
Awards
Frontline performance group
Affiliations
- Hiking
- Golf
Certification
FPG Frontline Proformance Group
References
References available upon request.
Timeline
Front Office Manager
Canopy by Hilton
2023.03 - Current
Assistant Front Office Manager
HYATT CENTRIC FISHERMAN'S WHARF
2023.03 - 2024.04
Opperations Manager
Fish Window Cleaning
2021.03 - 2023.02
Delivery Driver
Amazon.com
2020.11 - 2021.03
Front Office Manager
Hampton by Hilton
2020.06 - 2021.02
Front Office Supervisor
Embassy Suites by Hilton
2019.03 - 2020.07
Front Office Supervisor
Pointe Hilton Tapatio Cliffs
2017.02 - 2019.03
Hospitality Associate
The Camby Hotel
2016.05 - 2017.02
Front Desk Agent
Hilton Garden Inn Hotel
2015.12 - 2016.05
High School Diploma -
Central High School
Bachelor of Science - Business Management
Northwest Missouri State University
FPG Frontline Proformance Group
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