Mary Meinert
Saint Paul,MN
Summary
Experienced, high-energy Front Office Manager with exceptional customer service skills. Dedicated to optimizing productivity and streamlining operations to meet daily demands. Approachable, friendly, and personable with a natural talent for organization. A versatile manager experienced in coordinating diverse teams and overseeing complex projects. Proficient in strategic planning, operational improvement, and fostering collaborative work environments. Demonstrated ability to enhance efficiency and productivity while upholding high standards of quality. Proven track record of successfully implementing innovative solutions that drive positive organizational changes.
Overview
25
25
years of professional experience
Work History
Front Desk Manager/ Life Enrichment
New Perspective Senior Living
08.2021 - Current
- Maintained professional communication with all external and internal visitors.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Supervised front desk operations, enabling residents and guests to receive superior customer service.
- Provided support to all departments.
- Answered and directed phone calls to appropriate individuals.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Ensured the front desk area was clean and presentable at all times.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Directed front desk operations with focus on community reputation, staff productivity and operational efficiency.
- Created and optimized employee schedules for shift coverage.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Recruited and trained new employees to meet job requirements.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Processed employee time sheets, payroll information and other administrative documents.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
Director of Human Resources & Staffing
CarePointe Home Health
07.2000 - 07.2018
- Researched industry trends to inform compensation and performance strategies.
- Suggested promotions and wage increases according to employee performance.
- Assisted in employee recruitment, hiring and interview processes.
- Counseled managers on disciplinary actions when necessary.
- Reported on workplace health and safety compliance to superiors.
- Conducted employee performance reviews and implemented corrective actions to increase productivity.
- Developed employee orientation and training programs for new hires.
- Implemented strategies aimed at improving employee retention rates.
- Created and implemented employee retention strategies.
- Developed and implemented human resources policies, procedures, and best practices.
- Drafted job descriptions and prepared job postings for open positions.
- Helped with employee transfers and referrals.
- Analyzed employee data to identify trends and potential areas of improvement.
- Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
- Identified ways to reduce turnover through improved hiring practices.
- Investigated incidents of workplace harassment or discrimination complaints.
- Organized employee directories and updated individual contact information.
- Assisted in the preparation of annual budgets related to staffing needs.
- Handled employee discipline and termination to address policy infractions.
- Collaborated with department heads to develop strategies that would increase employee engagement levels.
- Launched innovative incentive program to achieve low turnover rate in highly competitive market.
- Maintained confidential records related to personnel files and other sensitive documents.
- Oversaw payroll processing and conducted wage surveys to ensure competitive compensation packages.
- Worked with department managers to assess needs.
- Aligned HR policies with federal and local regulations.
- Attended conferences, workshops and special events to recruit qualified candidates for company.
- Coordinated employee benefits programs, including health insurance and retirement plans.
- Launched wellness plans to reduce stress, boost morale and increase productivity.
- Liaised between management and employees by relaying work information, adjustments and grievances.
- Organized onboarding processes for new hires, including orientation sessions and paperwork completion.
- Created staff teams based on employee strengths and made adjustments to promote overall productivity.
- Ensured compliance with federal, state, and local employment laws by monitoring changes in regulations related to human resources management.
- Monitored employee attendance records to ensure adherence to company policies.
- Created a positive work environment by promoting team building initiatives and resolving conflicts between employees.
- Conducted performance reviews for employees in all departments.
Education
Associate of Applied Science - Nursing
Anoka-Ramsey Community College
Minneapolis, MN06-1991
Skills
- Customer service
- Check-in and Check-out procedures
- Problem-solving skills
- Problem-solving
- Guest relations
- Conflict management
- Customer service expertise
- Leadership qualities
- Hospitality service expertise
- Listening skills
- Oral and written communications
- Reception expertise
- Hospitality management
- Time management
- Staff supervision
- Daily reporting
- Shift scheduling
- Customer service management
- Front desk supplies management
- Delegating work assignments
- Quality assurance
- Strategic planning
- Employee training
- Training and mentoring
- Conflict and issue documentation
- Staff development
- Operations management
- Team building and supervision
- Marketing
- Property tours
- Reservations management
- Multi-line phone systems
- Administrative skills
- Office meetings
- File management
- Team Training
- Safety and security procedures
- Event coordination
- Complaint management
- Registration
- Promotions
- Computer reservations systems
- Maintenance requests
- Administrative support
- Payment oversight
- Cash control
- Transportation information
- Registration processing
- Policy enforcement
- Scheduling and calendar management
- Effective planning
- Report preparation
- VIP guest relations
- Housekeeping
- Confirmations and cancellations
- Word processing
- Process improvement
- Verbal and written communication
Timeline
Front Desk Manager/ Life Enrichment
New Perspective Senior Living
08.2021 - Current
Director of Human Resources & Staffing
CarePointe Home Health
07.2000 - 07.2018
Associate of Applied Science - Nursing
Anoka-Ramsey Community College
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