Oksana Miller
Key West,FL
Summary
Dedicated Front Office Manager with experience overseeing daily hotel operations, leading Front Desk teams, and delivering exceptional guest experiences. Skilled in administrative support, conflict resolution, team leadership, and operational oversight. Recognized for the ability to effectively manage multiple administrative priorities and guest relations responsibilities in a fast-paced hospitality environment.
Overview
1
1
Language
1
1
Certification
6
6
years of professional experience
Work History
Front Office Manager
MWR Vacation Rentals
09.2025 - Current
- Managed scheduling and training of front desk staff, enhancing team efficiency and performance.
- Oversaw daily front office operations, ensuring exceptional guest experiences and service quality.
- Developed and implemented standard operating procedures to streamline check-in/check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Addressed guest inquiries and resolved issues promptly, improving customer satisfaction ratings.
- Conducted detailed financial audits to ensure compliance with regulatory standards and internal policies.
- Managed performance evaluations, provided feedback to foster employee development and growth.
- Supported Human Resources initiatives by assisting with recruitment efforts, onboarding new hires, and maintaining personnel files.
- Updated employee databases regularly, ensuring correct personnel records were easily accessible when needed by human resources or other departments.
- Managed payroll documentation, time-card approvals and leave requests.
- Managed accounts payable and receivable process to ensure timely financial transactions.
- Coordinated with vendors to maintain high-quality supply chain management and inventory controls.
- Coordinated with various departments to ensure special requests and accommodations for high-profile guests, enhancing overall service quality.
Front Desk Agent
MWR Vacation Rentals
02.2024 - 09.2025
- Greet personnel upon arrival and departure, supporting smooth entry and exit flow for hotel operations.
- Allocated guest rooms and promptly notified housekeeping of room assignment changes.
- Coordinated with Maintenance to block assigned rooms, preventing guest occupancy in rooms not meeting standard.
- Provide guest information about the hotel, room types, amenities, rates, local attractions, and responsible to upsell rooms when possible/appropriate.
- Coordinate guest reservation requests via phone, email, fax, Reservation Central line, website, and walk-ins.
- Process all guest payments, ensuring accurate charges and applying extra fees/room charges for room damages.
- Managed inventory for front desk and guest supplies, ensuring availability and organization.
- Maintained cleanliness of front desk, lobby, sitting areas, and water/coffee station to enhance guest experience.
- Trained new front desk staff on operational procedures and customer service protocols, improving team readiness and guest satisfaction.
Front Desk Agent
Navy MWR Campgroud
11.2023 - 02.2024
- Responsible for verifying guest reservations were booked for the correct dates and making changes when needed.
- Worked closely with park staff to maintain trails and outdoor recreational areas around the campground.
- Conducted pre-arrival site preparations to ensure a welcoming atmosphere for incoming campers.
- Maintained cleanliness and presentation of the Front Desk area to enhance guest experience.
- Verified guest reservations for correct dates and made changes as needed.
- Managed financial transactions, processed refunds, and addressed guest issues professionally to foster positive relationships.
- Coordinated maintenance efforts within the campground to address any necessary repairs or improvements efficiently.
Account Manager
LJ Ross Associates, Inc.
05.2023 - 09.2023
- Maintained positive relationships with managed customers by having bi-weekly/monthly meetings regarding their profiles and updating any payment plans that needed adjusting, while making sure they followed client policies.
- Mentored new employees on effective account management, enhancing their customer relationships and ensuring compliance with FDCPA regulations.
- Conducted weekly and monthly meetings with management, including HR, supervisors, and office managers, to update account managers on client policy changes and ensure compliance with FDCPA laws.
- Responsible for making sure accounts were properly filed and organized to ensure no financial/accounting overlaps.
- Conducted bi-weekly and monthly meetings with managed customers to review profiles and adjust payment plans in accordance with client policies.
- Managed collection activities to reduce outstanding account balances efficiently.
- Collaborated with cross-functional teams to resolve billing disputes and enhance customer satisfaction.
- Contributed to company growth by maintaining a healthy cash flow through consistent debt recovery efforts.
Front Desk Agent
Hampton by Hilton
03.2023 - 08.2023
- Manage guest check-in and check- out.
- Answered phone calls and managed multiple tasks efficiently during peak periods.
- Coordinated with 3rd party booking sites, ensuring accurate processing of pre-payments.
- Stock Front Desk amenities and supplies, as well as maintaining the overall cleanliness of the Front Desk and Lobby.
- Printed and verified daily reports.
- Managed housekeeping boards and maintenance work order logs.
- Worked directly with the General Manager regarding other Front Desk Associates work flow/efficiency to see what office tasks need improving.
Front Desk Trainer
Navy Gateway Inns & Suites
07.2022 - 02.2023
- Coordinated training schedules to ensure full shift coverage and optimize resource allocation.
- Trained Front Desk staff on customer service protocols and reservation systems.
- Trained and mentored 7 new employees, enhancing team readiness for various roles.
- Developed training materials to enhance operational efficiency and staff performance.
- Conducted regular assessments of staff performance, providing constructive feedback for continuous improvement.
- Assessed staff performance regularly, delivering constructive feedback to support continuous improvement.
Front Desk Lead
Navy Gateway Inns & Suites
04.2021 - 02.2023
- Teach and enforce current/new employees policies and procedures from our SOP to help front desk operations.
- Collaborated with management and senior staff to enhance hotel operations and improve guest experience.
- Check for rate discrepancies and apply correct room rates then notify guests for any inconvenience.
- Managed Lost and Found items across all locations, ensuring accurate logging in the system and timely notifications to guests.
- Assisted Group Coordinator in booking group blocks and inputting guest rosters, including names, branch of service, paygrades, contact details, and identification numbers for groups of 10-350+ members.
- Trained FD Associates on how to correctly answer calls and help them pass graded Mystery Calls.
Front Desk Associate
Navy Gateways Inns & Suites
09.2020 - 03.2021
- Executed check-in and check-out tasks for all three locations, guiding guests to correct buildings and rooms using various navigation tools.
- Make and confirm guest reservations via. phone, email, fax, reservation Central Line/ website & walk-ins.
- Handle all guest payments and make sure guests are correctly charged as well as applying extra fees/room charges for any room damages.
- Provided guests with information about the hotel, room types, amenities, and rates while upselling rooms.
- Assign guest rooms and notify housekeeping of any changes.
- Block off rooms given by maintenance to avoid any guest from staying in a room not up to standard.
- Assisted guests with local tourist activities, restaurant recommendations, transportation schedules, and general area information.
- Maintained adequate supply levels at front desk and guest areas to enhance guest experience.
- Maintained cleanliness and order at front desk, lobby, sitting areas, and water/coffee station for guest comfort.
Education
High School Diploma -
Key West High
Key West, FL06.2020
Skills
- Operations management
- Administrative skills
- Hospitality services
- Effective multitasking
- Payroll and budgeting
- Customer relations
- Team management
- Reservation management
- Conflict management
- Staff training and development
- Schedule coordination
- Financial reporting
Certification
Front Desk Trainer , CPR Certified
Languages
English
Timeline
Front Office Manager
MWR Vacation Rentals
09.2025 - Current
Front Desk Agent
MWR Vacation Rentals
02.2024 - 09.2025
Front Desk Agent
Navy MWR Campgroud
11.2023 - 02.2024
Account Manager
LJ Ross Associates, Inc.
05.2023 - 09.2023
Front Desk Agent
Hampton by Hilton
03.2023 - 08.2023
Front Desk Trainer
Navy Gateway Inns & Suites
07.2022 - 02.2023
Front Desk Lead
Navy Gateway Inns & Suites
04.2021 - 02.2023
Front Desk Associate
Navy Gateways Inns & Suites
09.2020 - 03.2021
High School Diploma -
Key West High