Richard Riley
Jacksonville
Summary
Dynamic Front Office Director at Lantern Street Lodging LLC, adept at optimizing workflows and enhancing customer relations. Successfully implemented efficient billing procedures and streamlined check-in processes, significantly improving guest satisfaction. Recognized for effective multitasking and exceptional complaint handling, fostering a welcoming environment that encourages repeat business.
Overview
8
8
years of professional experience
Work History
Front Office Director
Lantern Street Lodging LLC
08.2024 - 03.2025
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
Front Desk Manager
Shaner Hotel Group
10.2016 - 08.2024
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Checked guests in out of hotel, made reservations, and processed payments.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Established strong rapport with returning guests while building new connections with first-time visitors.
Education
Associate of Science - Accounting
Virginia College
Jacksonville, FL05-2018
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Issue handling
- Oral and writing communication
- Reservations assistance
- Complaint handling
- Listening skills
Timeline
Front Office Director
Lantern Street Lodging LLC
08.2024 - 03.2025
Front Desk Manager
Shaner Hotel Group
10.2016 - 08.2024
Associate of Science - Accounting
Virginia College
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