SAMAYA CALVO
24F Garden Terrace
Summary
Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated ability to adapt to changing demands and learn new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs. Motivated Front Office Manager with a friendly attitude and a flexible approach to dealing with routine issues and special circumstances such as VIP customers and guest concerns. Goal-oriented Front Desk Supervisor eager to improve team productivity and maximize guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational leadership style and a hardworking mindset.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Front Office Manager
Homewood Suites By Hilton
04.2023 - Current
- Hired and trained a team of front office staff that achieved a 100% customer satisfaction rating
- Developed and implemented a system to track customer feedback and complaints, resulting in improved customer service
- Developed and implemented a comprehensive training program for new employees that reduced onboarding
- Developed and maintained positive relationships with customers
- Utilized conflict resolution skills to resolve customer complaints quickly and amicably
- Trained and managed a team of front desk agents to ensure tasks were completed efficiently and professionally
- Collaborated with other departments to ensure customer needs were met in a timely and efficient manner
- Ensured the front desk was properly stocked with supplies at all times
- Scheduled and coordinated shifts for front desk staff to ensure adequate coverage
- Reviewed customer feedback to identify opportunities for improvement
- Maintained strict compliance with food safety regulations to ensure a safe and sanitary environment
Front Office Manager
Meadowlands Plaza Hotel
03.2017 - 12.2022
- Arranged special accommodations for guests to maintain optimal satisfaction
- Corrected guest issues in a timely and professional manner with knowledgeable and friendly service
- Managed customer complaints and rectified issues to complete satisfaction
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues
- Created and optimized employee schedules to secure proper coverage for all shifts
- Supervised front desk operations to ensure that all guests received superior customer service from hotel staff
- Facilitated front desk operations for busy high-volume hotel
- Posted room charges such as food, liquor and telephone calls based on individual customer actions
- Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency
- Trained front office personnel in fire, life, and other emergency procedures
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement
- Anticipated guests' needs ahead of time and responded to requests efficiently
Cashier Assistant
Primor
05.2015 - 01.2017
- Helped supervisor control customer flow and backed up lines by running registers during busy periods
- Handled merchandising and restocking needs for [Number] checkout lanes
- Swept and mopped front end during shifts to maintain professional appearance
- Increased customer satisfaction with assistance for any request or question
- Resolved issues regarding customer complaints and escalated worsening concerns to [Job title] for remediation
Education
High School Diploma -
William L Dickinson High School
06.2012
Microsoft Excel, Knowledge of Finance, Flexible Working, Nursing, Adaptability, Hard Work and Dedication, Leadership, Professional Attitude, Success Driven Person
Hudson County Community College
Skills
- Effective Time Management
- Time Management
- Leadership Skills
- Ability to Multitask
- Ability to Work in a Team
- Microsoft Office
- Communication Skills
- Friendliness
- Customer Service
- Telephone Skills
- Front Office
- Knowledge of Emergency Procedures
- Scheduling
- Business Efficiency
- Coordination Skills
- Customer Satisfaction
- Merchandising
- Shop Fitting
- Professional Appearance
- Hotel Reservation Systems
- Administrative Operations
- Leadership Styles
- Hospitality Service
- Interviewing
- Auditing Skills
- Customer service
- Customer relations
- Effective multitasking
Certification
- OSHA Certified
- CPR/AED Certification
- ServSafe Food Handler's Certification
Languages
English
Native or Bilingual
Timeline
Front Office Manager
Homewood Suites By Hilton
04.2023 - Current
Front Office Manager
Meadowlands Plaza Hotel
03.2017 - 12.2022
Cashier Assistant
Primor
05.2015 - 01.2017
Microsoft Excel, Knowledge of Finance, Flexible Working, Nursing, Adaptability, Hard Work and Dedication, Leadership, Professional Attitude, Success Driven Person
Hudson County Community College
High School Diploma -
William L Dickinson High School
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