Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Lois Heflin

Horntown,VA

Summary

Dynamic Front Office Manager at Marina Bay Hotel & Suites, skilled in optimizing workflows and enhancing customer relations. Proven track record in resolving guest complaints and implementing efficient scheduling, leading to improved guest satisfaction. Strong leadership and exceptional communication skills fostered a collaborative team environment, ensuring seamless operations and memorable guest experiences.

Experienced with overseeing front office operations, ensuring smooth and efficient service. Uses leadership and communication skills to foster collaborative team environment. Knowledge of optimizing administrative processes and enhancing guest satisfaction.

Hospitality professional prepared to excel in managing front office functions. Proven ability to enhance guest experiences and streamline administrative tasks. Reliable team collaborator with strong communication and problem-solving skills.

Overview

33
33
years of professional experience

Work History

Front Office Manager

Marina Bay Hotel & Suites & Anchor Inn
05.2022 - 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.
  • 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.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.

Customer Service Representative

Refuge Inn
09.2018 - 05.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Agent & Certified Tour Guide

Chincoteague Natural History Association
09.2015 - 09.2018
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Office Manager

Chesapeake Exterminators
02.2009 - 09.2015
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Increased customer satisfaction by developing effective client feedback system that led to service improvements.

Assistant Office Manager

Medical Office Management
06.1992 - 12.1999
  • Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
  • Maintained inventory of office supplies, proactively restocking materials when needed to minimize downtime due to shortages.
  • Kept front office clean and well-organized to keep areas presentable for guests and maximize professional appeal.
  • Transferred and directed phone calls, guests, and mail to correct staff members.
  • Supported the Office Manager with various tasks such as preparing reports or presentations for executive-level meetings.
  • Recorded expenses and maintained accounting records.
  • Served as liaison between management and staff, effectively resolving conflicts and fostering positive relationships.
  • Provided exceptional customer service by responding promptly to inquiries from clients or stakeholders both in-person and via phone or email correspondence.
  • Handled sensitive information with discretion by adhering to confidentiality protocols at all times.
  • Monitored front areas so that questions could be promptly addressed.

Education

No Degree - Medical Office Management

Salisbury Business SSchool
Salisbury, MD
05-1992

High School Diploma -

North Dorchester High School
Hurlock, MD
06-1979

Skills

  • Effective multitasking
  • Workflow optimization
  • Customer service
  • Customer relations
  • Scheduling and calendar management
  • Microsoft Office Suite
  • Team management
  • Hospitality services
  • Administrative skills
  • Oral and writing communication
  • Data entry
  • Reservation management
  • Staff management
  • Schedule management
  • Administrative support
  • Staff training and development
  • Exceptional communication
  • Employee supervision
  • Complaint handling
  • Listening skills
  • Human resources
  • Workflow planning
  • Event coordination
  • Hotel information
  • Credit and collections
  • Strong leadership
  • Exceptional customer support
  • Office correspondence
  • Daily shift oversight
  • Decision-making capacity
  • Teamwork and collaboration
  • Negotiation and conflict resolution
  • Team leadership
  • Managing operations and efficiency
  • Scheduling and coordinating
  • Decision-making
  • Task delegation
  • Problem resolution
  • Business administration
  • Performance tracking and evaluation

Timeline

Front Office Manager

Marina Bay Hotel & Suites & Anchor Inn
05.2022 - Current

Customer Service Representative

Refuge Inn
09.2018 - 05.2022

Customer Service Agent & Certified Tour Guide

Chincoteague Natural History Association
09.2015 - 09.2018

Office Manager

Chesapeake Exterminators
02.2009 - 09.2015

Assistant Office Manager

Medical Office Management
06.1992 - 12.1999

No Degree - Medical Office Management

Salisbury Business SSchool

High School Diploma -

North Dorchester High School

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Lois Heflin