Louis Ulloa
Minneapolis,MN
Summary
Accomplished Front Office Manager skilled in developing and implementing customer service protocols. Strong leadership abilities foster team efficiency while ensuring exceptional guest experiences. Eager to leverage conflict resolution and communication skills to enhance operational performance. Motivated by a 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
3
3
years of professional experience
Work History
Front Office Manager
Holiday Inn Express & Suites Coon Rapids
Coon Rapids, Minnesota
01.2025 - Current
- Managed front desk operations and ensured smooth guest check-in and check-out processes.
- Supervised front office staff and delegated tasks to enhance team efficiency.
- Developed and implemented customer service protocols to improve guest satisfaction.
- Coordinated with housekeeping and maintenance to address guest needs promptly.
- Handled guest inquiries and resolved complaints with professionalism and empathy.
- Maintained accurate records of reservations, cancellations, and billing transactions.
- Trained new front office staff on procedures, policies, and software systems.
- Oversaw inventory management of office supplies and ensured availability for operations.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Analyzed customer feedback data to identify areas of improvement.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Created and optimized employee schedules for shift coverage.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Utilized property management systems to manage guest bookings, payments, and other transactions.
- Delegated work to staff, setting priorities and goals.
Front Desk Agent
Holiday Inn Express & Suites Coon Rapids
Coon Rapids, Minnesota
04.2022 - 12.2024
- Greeted guests and provided exceptional customer service at the front desk.
- Managed reservations using hotel management software and maintained accurate records.
- Assisted guests with check-in and check-out procedures efficiently and courteously.
- Responded to guest inquiries and resolved issues promptly to ensure satisfaction.
- Coordinated with housekeeping to ensure room readiness for incoming guests.
- Processed payments and handled cash transactions securely at the front desk.
- Maintained a clean and organized front desk area, ensuring a welcoming environment.
- Provided information about local attractions, dining options, and hotel amenities to guests.
- Answered phones, responded to inquiries, and took messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Managed cash drawer responsibly throughout shift.
- Collaborated with colleagues to ensure smooth operations of front desk area.
Education
Bachelor of Science - Media Psychology
University of Phoenix
Phoenix, AZ12-2026
Associate of Arts -
North Hennepin Community College
Minneapolis, MN05-2025
Skills
- Customer service
- Team management
- Conflict resolution
- Time management
- Communication skills
- Strong leadership
- Employee supervision
- Relationship building
- Staff training and development
- Listening skills
- Schedule management
- Effective multitasking
- Hospitality services
- Administrative support
- Workflow optimization
- Exceptional customer support
- Decision-making capacity
- Fluent in English, Spanish, and some Portuguese
- Training and coaching
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Portuguese
Professional
Timeline
Front Office Manager
Holiday Inn Express & Suites Coon Rapids
01.2025 - Current
Front Desk Agent
Holiday Inn Express & Suites Coon Rapids
04.2022 - 12.2024
Bachelor of Science - Media Psychology
University of Phoenix
Associate of Arts -
North Hennepin Community College