Microsoft Word
Maya Bestman
Stafford,VA
Summary
Proficient, detailed Assistant with proven experience in front office operations. Strongly knowledgeable of multi-line phone systems, guest receiving protocols and office software applications. Adept at ordering supplies, maintaining inventory and presenting polished, friendly public atmosphere. Smoothly oversee front offices with strong leadership and team management abilities focused on delivering unparalleled support to staff and customers. Collaborate with team members to direct efficient operations based on trust and open communication. Performance-oriented and well-organized manager with in-depth understanding of financial and operational processes. Enthusiastic Front Desk manager with experience improving office efficiency and team performance in any settings. Skilled in budget administration, records management and controls oversight.
Overview
5
5
years of professional experience
Work History
Assistant Front Office Manager
The Swiss Hotel
11.2018 - 06.2023
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Created training modules in partnership with HR for new hires.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Acted as point of contact for vendor collaboration for contracted services.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Created organized filing system to manage department documents.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Created reports, presentations and other materials for executive staff.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Created, prepared, and delivered reports to various departments.
- Used pivot tables to create detailed accounting reports to explain cost expenses.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Organized and updated databases, records and other information resources.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Built and managed processes for tracking and monitoring department performance.
- Drafted employee work schedules to fill coverage gaps.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
- Coordinated office events, seminars and meetings for staff and clients.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Provided clerical support, addressing routine, and special requirements.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Coached employees through day-to-day work and complex problems.
- Reduced customer issues by 90% with introduction of surveys and questionnaires.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Demonstrated leadership skills in managing projects from concept to completion.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Excellent communication skills, both verbal and written.
- Delivered services to customer locations within specific timeframes.
- Managed time efficiently in order to complete all tasks within deadlines.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Worked effectively in fast-paced environments.
- Developed and maintained courteous and effective working relationships.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Identified issues, analyzed information and provided solutions to problems.
Education
Web Design
Blue Crest
Freetown, Sierra Leone06.2019
High School Diploma -
Wayzata High School
Plymouth, MN05.2018
Skills
- Proposal Writing
- Contract Negotiations
- Business Needs Identification
- Employee Management
- Scheduling and calendar management
- Listening Skills
- Document Review
- Administrative Management
- Microsoft Office
- Customer Relations
- Relationship Building
- Customer Service
Software
Microsoft Excel
Timeline
Assistant Front Office Manager
The Swiss Hotel
11.2018 - 06.2023
Web Design
Blue Crest
High School Diploma -
Wayzata High School