Nairoby Ventura
Peabody,MA
Summary
Resourceful Front Desk Manager known for high productivity and efficient task completion. Specialize in customer service management, conflict resolution, and administrative support. Excel in communication, teamwork, and adaptability, ensuring smooth front desk operations and superior guest satisfaction.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Hampton by Hilton
Salem, MA
04.2020 - Current
- Responsible for the front desk by hiring and training all agents and leading by example
- Schedule the front office staff and supervise workload during shifts
- Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines
- Assist in developing and monitoring the budget to provide top-quality customer service
- Act as liaison between the General Manager and staff
- Answer phone inquiries and direct calls and provide basic information
- Payroll, house inventory, and training
Assistant Front Office Manager
DoubleTree by Hilton
Danvers, MA
06.2018 - 04.2020
- Generated reports detailing daily actions, including guest numbers, accounting expenses, income, and room service usage
- Managed customer complaints and rectified issues to complete satisfaction
- Corrected guest issues promptly and professionally with knowledgeable and friendly service
- Provided property details to patrons, including dining areas, pool, spa, and fitness center
- Managed all front desk operations for a busy, high-volume hotel
Front Desk Supervisor
Doubletree by Hilton Hotel
Danvers, MA
06.2017 - 06.2018
- Supervise daily shift process, ensuring all team members adhere to standard operating procedures
- Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation
- Resolve customer issues, complaints, and problems quickly and efficiently to maintain high customer satisfaction and quality service
- Adhere to company credit limit/floor limit policies
- Build strong relationships and liaise with all other departments, especially housekeeping and reservations
C.N.A (Certified Nurse Assistant)
Brooksby Village
Peabody, MA
12.2010 - 12.2017
- Provide quality nursing care to residents
- Implement specific procedures and programs
- Coordinate work within the department, as well as with other departments
- Acknowledge an individualized care plan for residents
PBX Operator
Doubletree by Hilton Hotel
Danvers, MA
10.2016 - 06.2017
- Operates multi-line equipment/ Directs calls to appropriate extension
- Uses computer to verify identity/room number of guest being called
- Answers questions regarding hotel functions and facilities/ Receives, processes wake-up calls, room service orders and guest requests
- Transmits messages via computer, two-way radio/ Transmits messages via computer and fax machine
Front Desk Agent
Doubletree by Hilton Hotel
Danvers, MA
10.2016 - 06.2017
- Greet Guest and set a positive atmosphere
- Responsible for checking people in, and out
- Answering phones, creating reservations and handling company inquiries
- Responsible for handling front office reception and administration duties
Housekeeping Supervisor
Courtyard by Marriott Hotel
Revere, MA
03.2007 - 11.2010
- Assigned work assignments and inspected work for conformance to prescribed standards of cleanliness
- Managed inventory of supplies; investigated complaints relative to service and equipment, and took corrective action
- Screened applicants, trained new employees, and recommend dismissals
Cashier
Market Basket
Salem, MA
11.2002 - 03.2007
- Responsible for cash drawer
- Used optical price scanners to service customer transactions
- Issued receipts, refunds, credits, and change to customers
- Accepted a variety of payments including cash, checks, credit cards, and vouchers
Education
(TGD) - Hospitality and Tourism
North Shore Community College
12.2017
Skills
- TIPS Certification
- POS
- Bilingual Spanish/English
- Managed staff
- Office Management
- Microsoft Outlook
- Adhere to set of rules of confidentiality and protocol
- CPR/First Aid
- Energy and enthusiast
- Guest services oversight
- Work well individual or in groups
- Hotel effectiveness/Hotel labor management system/Scheduling
- ADP Payroll
- Paylocity Payroll program
- Hiring
- Multi-line Phone Systems
- Sharp observation skill
- Excellent customer service
- Cash Handling
- Tact and diplomacy
Certification
- BLS Certification
- CPR Certification
- TIPS
- First Aid Certification
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Front Desk Manager
Hampton by Hilton
04.2020 - Current
Assistant Front Office Manager
DoubleTree by Hilton
06.2018 - 04.2020
Front Desk Supervisor
Doubletree by Hilton Hotel
06.2017 - 06.2018
PBX Operator
Doubletree by Hilton Hotel
10.2016 - 06.2017
Front Desk Agent
Doubletree by Hilton Hotel
10.2016 - 06.2017
C.N.A (Certified Nurse Assistant)
Brooksby Village
12.2010 - 12.2017
Housekeeping Supervisor
Courtyard by Marriott Hotel
03.2007 - 11.2010
Cashier
Market Basket
11.2002 - 03.2007
(TGD) - Hospitality and Tourism
North Shore Community College