Overview
Work History
Education
Skills
Timeline
Generic

Mahider Tekeste

Baltimore,MD

Overview

17
17
years of professional experience

Work History

Assistant Front Office Manager

Comfort Inn Hotel
Gaithersburg, MD
08.2015 - Current
  • Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
  • Monitored front desk staff performance, ensuring adherence to company standards.
  • Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
  • Coordinated room assignments, check-in and check-out processes and other guest services activities.
  • Maintained accurate records of guest accounts using property management system.
  • Investigated customer complaints and took corrective action when necessary.
  • Responded promptly to customer inquiries via telephone or email.
  • Ensured that all staff members were properly trained on hotel policies and procedures.
  • Provided leadership by setting an example for other employees to follow.
  • Verified accuracy of charges on guest folios at check-out time.
  • Resolved billing discrepancies in a timely manner.
  • Assisted guests with reservations changes or cancellations as needed.
  • Performed cashiering duties such as handling payments from customers.
  • Developed strategies for improving customer satisfaction ratings.
  • Created reports related to guest feedback surveys and service quality metrics.
  • Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
  • Supervised night audit process including reviewing reports for accuracy.
  • Enforced safety regulations among front office staff members.
  • Participated in recruitment activities such as interviewing potential candidates.
  • Implemented new technology systems designed to improve efficiency of operations.
  • Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
  • Guided and led office staff to optimize service delivery to employees and customers.
  • Coached and counseled employees to enhance performance and eliminate process lags.
  • Maximized revenues and profits by eliminating inefficiencies and building customer loyalty with exceptional support.
  • Monitored office inventory to maintain supply levels.
  • Met budget targets and quality standards by proactively leading team members and monitoring operations.
  • Conducted staff performance evaluations to monitor progress and individual skills.

Night Auditor

Homewood Suites Hotel/hampton inn
Silver Spring , MD
07.2013 - 08.2015
  • Processed guest check-outs, including payment processing and providing receipts.
  • Monitored hotel occupancy, rate availability, and special requests or needs of guests.
  • Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
  • Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
  • Responded to customer inquiries regarding hotel services, reservations, directions.
  • Answered telephone calls from customers related to billing inquiries or complaints.
  • Assisted with the preparation of daily bank deposits for all departments within the hotel.
  • Verified that all charges posted were accurate prior to submitting final bills to guests.
  • Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
  • Completed end-of-day reconciliations of cash drawers and credit card transactions.
  • Reported any discrepancies immediately upon discovering them.
  • Prepared detailed audit reports at the end of each shift.
  • Received payments from customers via cash or credit cards.
  • Resolved customer issues quickly while maintaining a high level of professionalism.
  • Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.

Front Desk Supervisor

Doubletree By Hilton
Silver Spring , Md
08.2011 - 12.2013
  • Monitored the front desk staff to ensure proper customer service was provided.
  • Greeted and welcomed guests in a friendly, professional manner.
  • Provided support to guests with check-in and check-out procedures.
  • Assisted guests with inquiries and requests.
  • Resolved customer complaints promptly and efficiently.
  • Processed payments, cashiering duties and credit card transactions accurately.
  • Performed administrative tasks such as filing documents, answering phone calls and emails.
  • Coordinated room assignments by considering guest preferences and special requests whenever possible.
  • Tracked inventory of supplies needed for the front desk area.
  • Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
  • Supervised daily operations at the front desk including check-ins and checkouts, reservations.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Handled payment processing and provided customers with receipts and proper bills and change.

Front Desk Receptionist

Comfort Inn & Suites
Gaithersburg, MD
06.2007 - 05.2011
  • Greeted customers warmly and made them feel welcome.
  • Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
  • Assisted with scheduling appointments for clients and visitors.
  • Maintained an organized reception area and ensured that all guests were attended to promptly.
  • Managed incoming and outgoing mail, courier services, faxes and other correspondence.
  • Provided administrative support such as filing documents, photocopying and scanning materials.
  • Assisted with preparing reports, presentations and other documents as requested by management staff.
  • Handled cash transactions accurately, balancing the register at the end of each shift.
  • Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.

Education

Hospitality Associates Degree - Hospitality Associates Degree

Montgomery College
Rockville, MD
05-2018

Skills

  • Cash Handling Accuracy
  • Employee Supervision
  • Employee Management
  • Microsoft Office Suite
  • Scheduling
  • Staff Supervision
  • Customer Service
  • Complaint Handling
  • Front Desk Operations
  • Inventory Oversight
  • Staff Training and Development
  • Guest Relations Management
  • Revenue management
  • Property Management Systems

Timeline

Assistant Front Office Manager

Comfort Inn Hotel
08.2015 - Current

Night Auditor

Homewood Suites Hotel/hampton inn
07.2013 - 08.2015

Front Desk Supervisor

Doubletree By Hilton
08.2011 - 12.2013

Front Desk Receptionist

Comfort Inn & Suites
06.2007 - 05.2011

Hospitality Associates Degree - Hospitality Associates Degree

Montgomery College

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Mahider Tekeste