Sana Akram
Randolph Township,NJ
Summary
Experienced and customer-focused Front Office Manager adept at eliminating bottlenecks and maximizing productivity to meet daily demands. Possesses a high-energy demeanor, friendly personality, and excellent organizational skills.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Office Manager
Holiday Inn Express Hotel Suites
Columbus, OH
01.2023 - 08.2024
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Created and optimized employee schedules for shift coverage.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Managed budget for front office department, including forecasting and cost control measures.
- Prepared and distributed agendas, minutes, presentations and other related materials for meetings.
- Provided administrative support to department staff including typing letters and reports; preparing mailings; photocopying; collating; faxing; scanning documents.
- Managed calendars to ensure efficient use of time; scheduled appointments as needed.
- Reviewed and approved vendor invoices.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
Account Receivable and Billing Specialist
International Market Foods
Columbus, OH
07.2022 - 08.2024
- Generated reports on aging accounts receivable balances.
- Provided customer service related to billing inquiries and disputes.
- Reviewed contracts for accuracy prior to initiating billing process.
- Performed administrative tasks, such as filing documents and preparing mailings.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Generated, mailed and monitored invoices.
- Examine customers' concerns by exploring the reasons behind their engagement with us.
- Recognize the customer's situation, address any concerns, suggest solutions, clarify the most effective option to resolve the issue, and, if needed, follow up to confirm the resolution.
- Processed credit memos and adjustments according to store policy.
Front Desk Agent
Staybridge Suites Hotel
Columbus, OH
11.2022 - 01.2023
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Scheduled reservations for groups and special events.
- Verified accuracy of room rates and other charges during check-in process.
- Kept accurate records of guest transactions.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Verified customer credit to establish payment method for accommodations.
- Posted incidental charges to ledgers, manually or by using computers.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
Education
GED -
Ged Testing
Melbourne, FL08-2024
Some College (No Degree) - Medical Billing
AAPC
Texas City, TXCertification - Business Analysis & Process Management
Coursera Project Network
OnlineSkills
- Oral and writing communication
- Proposal Writing
- Office correspondence
- Policy and procedure modification
- Proficient in CRM, PMS, ERP
- Complaint Handling
- Workflow Coordination
- Administrative Support
- Credit and collections
- Database Management
- Staff Training and Development
Accomplishments
- Promoted from Front Desk Agent to Front Desk Manager within two months of employment due to exceptional customer service skills and effective team management.
Certification
- Certification in fundamental of medicine - AAPC
Timeline
Front Office Manager
Holiday Inn Express Hotel Suites
01.2023 - 08.2024
Front Desk Agent
Staybridge Suites Hotel
11.2022 - 01.2023
Account Receivable and Billing Specialist
International Market Foods
07.2022 - 08.2024
GED -
Ged Testing
Some College (No Degree) - Medical Billing
AAPC
Certification - Business Analysis & Process Management
Coursera Project Network
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