Summary
Overview
Work History
Timeline
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Nicole Tanner

Dallas,Texas

Summary

Experienced professional in the hospitality industry with a strong track record of managing front office operations in various establishments. Demonstrated expertise in providing exceptional guest experiences and delivering outstanding outcomes within luxury and select service brands.

Overview

11
11
years of professional experience

Work History

Task Force Manager

WF Hospitality Group
10.2022 - Current
  • Provide interim leadership for front office optimization across diverse properties including;
  • AC Hotels Fort Lauderdale Airport & Marriott Fort Lauderdale Airport
  • Chateau on the Lake Resort Branson
  • Aloft Tulsa
  • InterContinental Kansas City by the Plaza
  • Sheraton West Des Moines
  • Le Meridien Oakbrook
  • Hyatt Place Minneapolis Downtown
  • Four Points York
  • Conduct training for employees, imparting expertise in hotel systems, such as Opera, Opera Cloud, Lightspeed, FOSSE, FSPMS, Infor HSM and Colleague Advantage. Along with Salesforce, Kipsu and Alice
  • Managed daily operations, managing teams of up to 40 employees, and implemented guest feedback tracking system to facilitate rapid improvements in service quality
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Scheduled and prioritized tasks to front desk and housekeeping staff, overseeing work completion.
  • Recognized for exceptional contributions with the "Taking Hotels One Step Forward" award in 2021 and the "The Great Return" award in 2022.

Assistant Front Office Manager

Hotel Crescent Court
03.2022 - 09.2022
  • Spearheaded front desk operations for a prestigious 5-star 266 room property, achieving a 25% improvement in overall service ratings
  • Completed rigorous Forbes Travel Guide and Service Training, acquiring expert-level skills and knowledge in luxury hospitality, enhancing capacity to deliver exceptional service to guests
  • Incorporated Google Sheets, Excel, and Medallia to analyze guest survey data for precise KPI measurement
  • Orchestrated VIP and private group arrival procedures, guaranteeing smooth and memorable guest experiences.

Front Office Supervisor

Cambria Dallas Downtown
06.2020 - 01.2021
  • Investigated and resolved guest complaints, utilizing sentiment analysis to measure customer satisfaction levels; achieved a 25% decrease in negative reviews and a 15% increase in positive feedback
  • Maintained seamless front desk operations, adhering rigorously to policies and procedures.

Front Office Manager

Courtyard Dallas Downtown
10.2018 - 03.2020
  • Crafted front office SOPs, elevating customer satisfaction by 18% and reducing complaints by 30%
  • Implemented staff selection and training initiatives, leveraging comprehensive onboarding programs and performance management systems, to accelerate check-in and checkout processes by 20%, optimizing operational efficiency and elevating customer experience
  • Leveraged Google Sheets, Excel, and Medallia to conduct comprehensive analysis of guest survey data, uncovering valuable insights that drove targeted improvements
  • Conducted regular office meetings and one-on-one sessions for Front Desk personnel, overseeing departmental budget management.

Front Office Supervisor

Aimbridge Hospitality
11.2017 - 11.2018
  • Maintained seamless front desk and guest services operations, adhering rigorously to established policies and procedures
  • Drove guest satisfaction upwards by an impressive 15% by devising a comprehensive staff training program, centering on elevating customer service and communication proficiencies
  • Streamlined guest management processes for 200+ arrivals, departures, and reservations daily, reduced check in times and improved guest experience
  • Addressed guest complaints and support requests while conducting thorough analyses of request rates to gauge customer satisfaction.

Front Desk Supervisor

Homewood Suites Orlando Theme Parks
11.2016 - 09.2017
  • Optimized staff scheduling based on real-time business levels aligning with varying business demands, concurrently conducting performance evaluations
  • Coordinated the check-in and check-out processes for guests, garnering satisfaction ratings of 95% or higher
  • Played a pivotal role in onboarding and training 30 new front desk personnel.

Front Office Supervisor

Aloft Dallas Downtown
02.2014 - 08.2016
  • Resolved guest complaints and support requests promptly, analyzing request rates to optimize service delivery and achieve higher customer satisfaction scores
  • Executed targeted customer service strategies, heightening the overall guest experience and adeptly resolving guest issues
  • Fostered seamless interdepartmental communication to ensure optimal guest service standards
  • Delivered comprehensive guest services, managed phone console operations, and oversaw critical tasks related to billing, reservations, and security
  • Monitored and optimized front desk operations, ensuring seamless guest experiences and supervising a high performing team that delivered exceptional service.

Timeline

Task Force Manager

WF Hospitality Group
10.2022 - Current

Assistant Front Office Manager

Hotel Crescent Court
03.2022 - 09.2022

Front Office Supervisor

Cambria Dallas Downtown
06.2020 - 01.2021

Front Office Manager

Courtyard Dallas Downtown
10.2018 - 03.2020

Front Office Supervisor

Aimbridge Hospitality
11.2017 - 11.2018

Front Desk Supervisor

Homewood Suites Orlando Theme Parks
11.2016 - 09.2017

Front Office Supervisor

Aloft Dallas Downtown
02.2014 - 08.2016

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Nicole Tanner