Lorenzo Townsend
Martinsburg,WV
Summary
Accomplished Front Office Manager with extensive experience at Country Inn & Suites By Choice, excelling in customer service and team management. Implemented streamlined check-in processes, boosting guest satisfaction by 20%. Proficient in Microsoft Office Suite and known for effective multitasking and relationship building, enhancing operational efficiency and fostering a collaborative work environment.
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.
Overview
8
8
years of professional experience
Work History
Front Office Manager
Country Inn & Suites By Choice
02.2024 - Current
- Managed front desk operations, ensuring effective guest check-in and check-out processes.
- Coordinated daily staff schedules to optimize coverage and enhance service efficiency.
- Resolved guest inquiries and complaints promptly, improving overall customer satisfaction ratings.
- Trained new front office staff on systems and procedures, fostering a collaborative team environment.
- Collaborated with housekeeping to ensure room readiness aligns with guest expectations and timelines.
- Developed standard operating procedures that streamlined front desk operations and improved workflow efficiency.
- 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.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Created, prepared, and delivered reports to various departments.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
Front Office Manager
Fairfield Inn & Suites by Marriot
08.2023 - 12.2023
- Implemented inventory tracking system for office supplies, reducing overhead costs significantly.
- Assisted in the planning of promotional events, enhancing hotel visibility within the local market.
- 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.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
Property Manager
Timeout Communities
05.2022 - 06.2023
- Managed tenant relations to ensure high satisfaction and prompt resolution of issues.
- Oversaw property maintenance schedules, coordinating with contractors for timely repairs.
- Conducted regular inspections to maintain property standards and compliance with regulations.
- Implemented cost-effective strategies that improved operational efficiency across multiple properties.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Collaborated with local agencies to promote community initiatives, fostering positive neighborhood relationships.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
Front Desk Manager
Springhill Suites By Marriott
07.2021 - 06.2022
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored front desk staff, enhancing service quality and team performance.
- Managed reservations and room assignments using property management systems to optimize occupancy rates.
- Resolved guest inquiries and complaints promptly, improving overall customer satisfaction ratings.
- Implemented new standard operating procedures to enhance efficiency in front desk operations.
- Coordinated with housekeeping and maintenance teams to ensure timely room readiness for guests.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
Front Desk Agent
Fairfield Inn & Suites By Marriott
07.2017 - 02.2020
- Managed front desk operations to ensure efficient guest check-in and check-out processes.
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and maintained accurate inventory of available accommodations.
- Trained new staff on operational procedures, enhancing team performance and service standards.
- Developed rapport with guests, fostering loyalty through personalized service and attention to detail.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arrivals.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Education
High School Diploma -
Lumberton Senior High
Lumberton, NC06-2017
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Microsoft Office Suite
- Operations management
- Team management
- Hospitality services
- Administrative skills
- Issue handling
- Oral and writing communication
- Data entry
- Records management
- Reservation management
- Effective planning
- Staff management
- Schedule management
- Administrative support
- Relationship building
- Conflict management
- Payroll and budgeting
- Hotel information
- Budgeting and financial planning
- Spreadsheet tracking
- Expense reporting
- Reception operations
- Strong leadership
- Daily shift oversight
- Team leadership
- Employee development
Timeline
Front Office Manager
Country Inn & Suites By Choice
02.2024 - Current
Front Office Manager
Fairfield Inn & Suites by Marriot
08.2023 - 12.2023
Property Manager
Timeout Communities
05.2022 - 06.2023
Front Desk Manager
Springhill Suites By Marriott
07.2021 - 06.2022
Front Desk Agent
Fairfield Inn & Suites By Marriott
07.2017 - 02.2020
High School Diploma -
Lumberton Senior High