Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rachel Hefferon

Manager On Duty
Orlando,FL

Summary

Dedicated Manager on Duty well-versed in satisfying customers with exceptional service and support. Prepared to bring ten years of experience in leadership, eight years of experience in hospitality and a strong work ethic to a dynamic new position. Skilled in cash management; personable and people oriented. Polite and positive Manager on Duty with the ability to manage and motivate team members to achieve team goals. Proficient in assisting guests with reservations, valuables, and baggage. Easily adaptable to change and able to perform well under pressure.

Overview

8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work History

Manager on Duty

Westgate Resorts
Orlando, FL
01.2022 - Current
  • Manager overnight resort operations overnight at a 2200+ unit resort
  • Perform property inspections to ensure that service levels are of highest standards
  • Support Front Desk with any guest situations that arise
  • Act as liaison between all departments to ensure proper communication and teamwork is taking place
  • Be responsible for the overall direction, coordination, and evaluation of units
  • Interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving guest issue.

Front Office Manager

Westgate Resorts
Orlando, FL
05.2021 - 01.2022
  • Oversee all front office operations at a 2200+ unit resort
  • Assures guest satisfaction with room amenities and service
  • Resolve guest complaint in an efficient manner by performing the following duties
  • Hiring and termination of all front office personnel
  • Resolve guest complaint
  • Oversee all facets of front office operation
  • Produce room forecast
  • Maintain operational budget
  • Calculate weekly payroll
  • Oversee training and development of personnel
  • Takes care of all emergency situations on property
  • Act as manager on duty for the resort
  • Review nightly audit to ensure accuracy.

Front Office Supervisor

Westgate resorts
Kissimmee, FL
06.2019 - 05.2021
  • Supervises Front Desk at 3200+ unit resort, Night Auditors and Guest Services Agents
  • Schedules and directs Front Office team members as needed
  • Serves as Manager of Duty in the absence of the General and Front Office Manager
  • Greets, registers, assigns rooms to guests and inputs information into property management system
  • Collects and posts security deposit as each guest checks in
  • Explain room charges to guest and accepts payment by cash, check or credit cards
  • Issues room keys
  • Checks guests out of property management and phone system
  • Answers all phone calls to the front desk and operator, transfers calls as needed
  • Turns on or restricts guest phones as needed
  • Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, shuttle, and travel directions
  • Remains aware of room occupancy and availability
  • Computes bills, collects payments, and makes change for guests
  • Handle and count cash and process credit card payments and credits
  • Makes and confirms reservations
  • Posts charges including rent, phone, and miscellaneous fees to guest folios
  • Able to listen and find solutions to guests’ problems
  • Balance all cash, credit card and other postings to the daily report at end of shift
  • Makes cash deposit in safe
  • Coordinate with housekeeping when VIP Guests arrive
  • Train all new Front Desk personnel.

Assistant Front Desk Manager

Diamond Resorts
Lake Buena Vista, FL
09.2018 - 06.2019
  • Supervise front desk operations at a 230-unit resort, Night Auditors and Guest Services Agents
  • Schedules and directs Front Office team members as needed
  • Serves as Manager of Duty in the absence of the General and Front Office Manager
  • Greets, registers, assigns rooms to guests and inputs information into property management system
  • Collects and posts security deposit as each guest checks in
  • Explain room charges to guest and accepts payment by cash, check or credit cards
  • Answers all phone calls to the front desk and operator, transfers calls as needed
  • Turns on or restricts guest phones as needed
  • Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, shuttle, and travel directions
  • Remains aware of room occupancy and availability
  • Computes bills, collects payments, and makes change for guests
  • Handle and count cash and process credit card payments and credits
  • Makes and confirms reservations
  • Posts charges including rent, phone, and miscellaneous fees to guest folios
  • Able to listen and find solutions to guests’ problems
  • Balance all cash, credit card and other postings to the daily report at end of shift
  • Makes cash deposit in safe
  • Coordinate with housekeeping when VIP Guests arrive Train all new Front Desk personnel.

Attractions Attendant

Universal Studios
Orlando, FL
11.2016 - 02.2019

Children's Activity Host

Walt Disney Resort
Lake Buena Vista, FL
01.2016 - 05.2017

Education

Associate of Science - Secondary Education Mathematics And History

Northern Michigan University
Marquette, MI
08.2012 - 05.2016

Certificate of Hospitality And Tourism Management -

Florida Atlantic University
Boca Raton, FL
03.2020 - 04.2020

Bachelor of Arts - Hospitality and Tourism Management

University of Central Florida
Orlando, FL
01.2021 - Current

Skills

Customer Serviceundefined

Certification

First Aid/CPR Certified

Timeline

First Aid/CPR Certified

08-2022

Manager on Duty

Westgate Resorts
01.2022 - Current

Front Office Manager

Westgate Resorts
05.2021 - 01.2022

Bachelor of Arts - Hospitality and Tourism Management

University of Central Florida
01.2021 - Current

Certificate of Hospitality And Tourism Management -

Florida Atlantic University
03.2020 - 04.2020

Front Office Supervisor

Westgate resorts
06.2019 - 05.2021

Assistant Front Desk Manager

Diamond Resorts
09.2018 - 06.2019

Attractions Attendant

Universal Studios
11.2016 - 02.2019

Children's Activity Host

Walt Disney Resort
01.2016 - 05.2017

Associate of Science - Secondary Education Mathematics And History

Northern Michigan University
08.2012 - 05.2016
Rachel HefferonManager On Duty