Summary
Overview
Work History
Education
Skills
Timeline
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Monica Gipson

Chicago,IL

Summary

Sociable, high-energy Customer Service and Hospitality professional with nearly 20 years of experience. Possesses polished interpersonal and communication skills. Strengths include conflict resolution, time management and team motivation. Accustomed to working in a diverse and fast-paced environment that emphasizes inclusion.

Overview

19
19
years of professional experience

Work History

Front Office Manager

University Club Of Chicago
11.2023 - Current
  • Develop effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Pursue revenue development strategies to keep the department aligned with sales and profit targets.
  • Successfully manage budgets and allocated resources to maximize productivity and profitability.
  • Monitored all financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Analyze data related to administrative costs and spending trends to prepare budgets for all management team members.
  • Enhance guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Collaborate with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Assist the guest rooms sales department in upselling hotel rooms and other services, increasing revenue through upsells.
  • Monitor shift changes to uphold successful operations strategies and maximize the Club's success.
  • Cultivate positive rapport with fellow employees to boost company morale and promote employee retention.
  • Define clear targets and objectives and communicated to other team members.
  • Deliver performance reviews, recommending additional training or advancements.
  • Establish team priorities, maintained schedules and monitored performance.
  • Set priorities and problem-solved workflow issues to maintain rapport with members, guests and managers.
  • Establish performance goals for employees and provided feedback on methods for reaching those milestones.
  • Analyze performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Create weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Assist with overseeing all operations of the Club's Foundation Store, including inventory, billing and sales, along with preparing monthly inventory and revenue reports.
  • Invest in the professional growth of all team members through training, mentorship and development plans.
  • Identify top talent and set goals for new responsibilities and leadership roles.
  • Implement and update training programs for all team members to respond effectively to emergencies.
  • Implement a cross management crisis plan that includes communication strategies, evacuation procedures and incident response protocols.
  • Assist with the streamlining of financial processes, ensuring maximum efficiency and revenue management.

Assistant Front Office Manager

University Club Of Chicago
10.2021 - 11.2023
  • Organized and updated databases, records and other information resources.
  • Delivered performance reviews, recommending additional training or advancements.
  • Created organized filing system to manage department documents.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Coached employees through day-to-day work and complex problems.
  • Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
  • Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction.
  • Prepared weekly work schedules for the Front Office, valet and PBX/Security according to business volume and budget guidelines.
  • Spearheaded initiatives that improved overall communication between different departments within the Club.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Assisted in the recruitment and hiring for front office staff, ensuring a strong team of well-trained employees.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Completed bi-weekly payroll for 30 employees.
  • Resolved conflicts between guests or staff members in a professional manner to maintain a positive work environment.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.

Reservations Supervisor

University Club Of Chicago
07.2021 - 10.2021
  • Responsible for the overall sales of guest rooms, room blocks, and site visits, along with maximizing room revenue and room occupancy.
  • Created weekly and monthly reports for forecasting lodging occupancy levels.
  • Worked closely with the front desk to achieve full occupancy of property.
  • Communicated customer feedback and complaints to team members to promote proper resolution.
  • Resolved escalated customer issues, ensuring a positive outcome for both the guest and the organization.
  • Increased efficiency by implementing standardized procedures for handling common reservation scenarios encountered by staff members daily routine.
  • Handled billing information over phone.
  • Streamlined reservation processes for increased accuracy and reduced booking errors.
  • Collaborated with other departments to ensure seamless guest experiences from reservation through checkout.

Front Desk Agent

University Club Of Chicago
04.2021 - 07.2021
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Used internal software to process reservations, check-ins and check-outs.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Collected room deposits, fees, and payments.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Assisted with valet parking operations and the collection of cash and credit card payments from guests and members.
  • Skilled at working independently and collaboratively in a team environment.

Front Desk Agent

Union League Club of Chicago
04.2017 - 04.2021
  • Check-in/check-out club guests courteously and efficiently; process all payment according to club policy and providing information and assistance to all members and guests
  • Implemented high-impact sales and marketing initiatives resulting in increased occupancy and profitability while anticipating guest needs in a timely manner to ensure their satisfaction
  • When assigned, conduct Night Audit procedures in a timely, accurate, complete, and efficient manner while ensuring 24/7 front desk presence for our guests
  • Handle daily reconciliation of accounts for daily deposits for the accounting team.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.

Security Guard

Securitas
07.2010 - 08.2013
  • Monitored and secured Chicago Transit Authority (CTA) properties
  • Greeted riders with enthusiasm, answered questions, provided directions, provided information on local attractions & events, and allowed access
  • Wrote reports of daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons or unusual occurrences.

Crew Chief

Wendy's
07.2005 - 07.2010
  • Oversaw activities directly related to cash handling, customer service, food preparation, kitchen sanitation, inventory control and loss prevention
  • Monitored compliance with health and fire regulations regarding food preparation and serving and building maintenance in lodging and dining facilities.

Education

The Cara Program
Chicago, IL
04.2017

Bachelor of Science - Business Management

Northeastern Illinois University
Chicago, IL
12.2016

Skills

  • Operations Management
  • Brand Management
  • Exceptional communication
  • MS Office
  • Scheduling and Coordinating
  • Teamwork and Collaboration
  • Inventory Control
  • Strategic Planning
  • Customer Relations
  • Staff Training and Development
  • Team Leadership
  • Employee Development

Timeline

Front Office Manager

University Club Of Chicago
11.2023 - Current

Assistant Front Office Manager

University Club Of Chicago
10.2021 - 11.2023

Reservations Supervisor

University Club Of Chicago
07.2021 - 10.2021

Front Desk Agent

University Club Of Chicago
04.2021 - 07.2021

Front Desk Agent

Union League Club of Chicago
04.2017 - 04.2021

Security Guard

Securitas
07.2010 - 08.2013

Crew Chief

Wendy's
07.2005 - 07.2010

The Cara Program

Bachelor of Science - Business Management

Northeastern Illinois University

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Monica Gipson