Samantha Villaflor
Dallas
Summary
Front Office Manager experienced in guest relations, reservation management, and operations management. Improved satisfaction scores and enhanced team performance through effective staff training and coordination. Delivered consistent service quality while ensuring high hospitality standards.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Front Office Manager
Virgin Hotels Dallas
Dallas, TX
09.2023 - Current
- Developed and implemented a Microsoft Excel tracking tool to monitor and analyze all internal guest survey results, helping identify trends and opportunities for improvement.
- Improved employee engagement survey scores year over year through consistent team communication, coaching, and operational follow-up.
- Maintained quarterly Front Desk Revinate guest satisfaction scores above 90% from the start of my Front Office Manager role through the end of 2025, demonstrating consistent service excellence and guest satisfaction.
- Successfully passed all luxury travel secret shopper and quality assurance evaluations, including American Express, iPrefer, Capital One, Chase Travel, and Virtuoso, helping maintain the hotel’s eligibility and continued participation in these programs.
- Nominated for a 2024 HOSPY Award in recognition of professional performance and contributions to the hospitality industry.
- Strengthened the Front Desk upsell program through team incentives, performance tracking, and engagement initiatives, helping drive participation and increase ancillary revenue opportunities.
- Managed payroll and labor oversight for Front Desk departments, including timecard review, overtime monitoring, scheduling support, and payroll accuracy.
Assistant Front Office Manager
Virgin Hotels Dallas
Dallas, TX
06.2022 - 09.2023
- Assisted Front Office Manager on daily operations and guest facing standards.
- Managed front desk operations, ensuring seamless guest check-in and check-out procedures.
- Coordinated guest service recovery, resolving complaints and service issues promptly.
- Trained new front office associates on reservation systems, billing, and brand service standards.
- Monitored daily arrivals, departures, and room readiness with housekeeping teams.
Housekeeping Manager
Hilton Hotels
Logan, UT
07.2019 - 09.2023
- Supervised housekeeping staff, assigning daily room and public-area cleaning priorities.
- Inspected guest rooms to confirm Hilton cleanliness standards and readiness requirements.
- Coordinated with front office and maintenance teams to resolve room discrepancies.
- Managed linen, amenities, and cleaning supply inventories.
- Documented inspection findings and followed up on corrective actions for recurring issues.
- Monitored guest feedback to improve room presentation and overall housekeeping consistency.
- Trained housekeeping associates on safety procedures, sanitation practices, and quality expectations.
Education
Bachelor of Science - Business Management - Hospitality And Tourism
Brigham Young University
Provo08-2021
Skills
- Multitasking efficiency
- Reservation management
- Customer service
- Staff training
- Guest service excellence
- Hospitality services
- Effective multitasking
Accomplishments
- Developed and implemented a Microsoft Excel tracking tool to monitor and analyze all internal guest survey results, helping identify trends and opportunities for improvement.
- Improved employee engagement survey scores year over year through consistent team communication, coaching, and operational follow-up.
- Maintained quarterly Front Desk Revinate guest satisfaction scores above 90% from the start of my Front Office Manager role through the end of 2025, demonstrating consistent service excellence and guest satisfaction.
- Successfully passed all luxury travel secret shopper and quality assurance evaluations, including American Express, iPrefer, Capital One, Chase Travel, and Virtuoso, helping maintain the hotel’s eligibility and continued participation in these programs.
- Nominated for a 2024 HOSPY Award in recognition of professional performance and contributions to the hospitality industry.
Certification
- Certified Assisting Guests with Autism, Autism Double Checked
- Adult and Pediatric First Aid/CPR/AED
- IPrefer Loyalty Property Ambassador
Timeline
Front Office Manager
Virgin Hotels Dallas
09.2023 - Current
Assistant Front Office Manager
Virgin Hotels Dallas
06.2022 - 09.2023
Housekeeping Manager
Hilton Hotels
07.2019 - 09.2023
Bachelor of Science - Business Management - Hospitality And Tourism
Brigham Young University