Patricia Swann
San Francisco,CA
Summary
Knowledgeable Front Office Manager ready to expand experience into reservations.
Overview
13
13
years of professional experience
Work History
Front Office Manager
Kimpton Hotel Enso
08.2023 - Current
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Implemented staff training programs, improving employee performance and team cohesion.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Front Office Assistant Manager
Kimpton Alton Hotel
01.2022 - 08.2023
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish consistent processes for day to day operations.
- Created global alerts, set cancellation rules, inputted deposit rules in Opera PMS to ensure proper delivery of reservation package inclusions.
Front Office Manager- Task Force
Kimpton Buchanan Hotel
10.2021 - 01.2022
- Protected facility by regularly circulating the building and grounds.
Front Office Supervisor
Kimpton Sir Francis Drake
12.2019 - 03.2020
- Oversaw fast-paced front desk, bellmen and valet operations and guests' needs at busy facility.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Prepared daily forecast and operations reports to assist department managers with key decision making and strategic operational planning.
- Resolved issues through active listening and open-ended questioning, escalating major problems to Front Office Manager.
Front Desk Agent
Yotel
12.2018 - 12.2019
- Created events and convention calendar using MS calendar app.
- Collaborated with team members and managers to create SOP’s.
- Populated & created tag system in ALICE, a concierge database.
- Compiled Night Auditor training material.
- Trained and mentored Night Auditors.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Personal Shopper
Instacart
08.2018 - 12.2018
- Reviewed customer orders closely to locate desired items.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Tracked substitutions and informed customers of changes.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
Guest Service Representative
Courtyard by Marriott Union Square
04.2017 - 08.2018
- Promoted to Market Champion: priced merchandise, stocked shelves, took inventory of market items and ordered new stock on weekly basis.
- Monitored and analyzed sales records, trends or economic conditions to anticipate consumer buying patterns and determine suitable type and quantity of inventory items.
- Received and processed stock into inventory management system.
- Increased market revenue with 50% cost of sales mix.
- Ensured superior customer experience by addressing guest concerns, demonstrating empathy and resolving problems on the spot.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
Guest Service Representative
Andrews Hotel
11.2011 - 04.2017
- Supported revenues for hotel by utilizing wide variety of distribution channels, online reservation systems and property management system.
- Reconciled reservations and managed room inventory with SynXis Central Reservations
- Maintained and updated hotel information on OTA's.
- Revised PMS automated confirmation and cancellation email text.
- Trained and mentored staff on procedures, service standards and productivity strategies.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Education
Associate - Science, Hotel Management
City College of San Francisco
San Francisco, CA2014
Skills
- MS Office
- Problem-solving skills
- Database entry
- Relationship building
- Employee training and development
- Administrative support
- Multi-line phone proficiency
- Spreadsheet development
Timeline
Front Office Manager
Kimpton Hotel Enso
08.2023 - Current
Front Office Assistant Manager
Kimpton Alton Hotel
01.2022 - 08.2023
Front Office Manager- Task Force
Kimpton Buchanan Hotel
10.2021 - 01.2022
Front Office Supervisor
Kimpton Sir Francis Drake
12.2019 - 03.2020
Front Desk Agent
Yotel
12.2018 - 12.2019
Personal Shopper
Instacart
08.2018 - 12.2018
Guest Service Representative
Courtyard by Marriott Union Square
04.2017 - 08.2018
Guest Service Representative
Andrews Hotel
11.2011 - 04.2017
Associate - Science, Hotel Management
City College of San Francisco
Similar Profiles
ERVIN PONDANGERVIN PONDANG
Barista/cashier at Kimpton Seafire Resort + Spa HotelBarista/cashier at Kimpton Seafire Resort + Spa Hotel
George MaldonadoGeorge Maldonado
Mini Bar Attendant at 70 Park Ave Hotel KimptonMini Bar Attendant at 70 Park Ave Hotel Kimpton
Isaias BermejoIsaias Bermejo
Guest Service Agent /Supervisor at Kimpton EPIC HotelGuest Service Agent /Supervisor at Kimpton EPIC Hotel