Sonya Schrefel

Hotel Taskforce Director Front Desk Manager

As a Task Force Agent, I wear a lot of hats. I serve as both a director and a front desk manager, which means I oversee operations and make sure everything runs smoothly while also handling the day-to-day front desk duties. On the director side, I coordinate and implement strategies, supervise staff, and make sure all departments are meeting their goals. At the same time, I’m at the front desk managing reservations, assisting guests, and handling any issues that come up. It’s kind of like being the captain of a ship — I’m setting the course and leading the team, but I’m also right there on the front lines, making sure every guest has a great experience and solving problems as they arise.

These are the Hotels and Resorts that I was assined to:

• Oversee daily hotel operations to ensure efficiency and guest satisfaction.
• Manage and support hotel departments including front office, housekeeping, and food & beverage.
• Implement hotel policies, procedures, and service standards.
• Train and mentor department heads and staff to ensure operational excellence.
• Handle budgeting, financial reporting, and cost control measures.
• Ensure compliance with health, safety, and legal regulations.
• Coordinate with corporate offices and stakeholders on operational matters.
• Resolve guest complaints and operational challenges promptly.
• Drive revenue through effective sales strategies and occupancy management.
• Manage staffing levels, recruitment, and workforce planning.
• Lead emergency response planning and crisis management.
• Conduct performance evaluations and set departmental goals.
• Ensure proper maintenance and functionality of hotel facilities.
• Foster a positive work environment and strong team culture.
• Analyze operational data to improve efficiency and profitability.
• Supervise front desk staff and ensure smooth check-in/check-out processes.
• Train, schedule, and manage front office personnel.
• Handle guest inquiries, complaints, and requests professionally.
• Manage reservations, room assignments, and availability.
• Maintain accurate records for billing, payments, and guest accounts.
• Ensure adherence to hotel policies and procedures at the front desk.
• Monitor and maintain front desk supplies and equipment.
• Implement and oversee customer service standards.
• Assist in revenue management through upselling and rate control.
• Collaborate with housekeeping and maintenance for room readiness.
• Prepare daily reports on occupancy, arrivals, and departures.
• Enforce security measures and manage guest data confidentiality.
• Resolve operational issues and assist with emergencies.
• Foster teamwork and provide ongoing staff development.
• Manage guest loyalty programs and promote hotel services.

Below are the Companies that I was assigned too:

Task Force Assignments – Hotels and Resorts

• Balboa Hotel – Front Desk Manager
  Assigned for 2 months
  Managed front desk operations, provided exceptional guest service, and ensured smooth daily operations during the transitional period.
• Parc 55 Hilton Hotel – Front Desk Manager
  Assigned for 1 year
  Oversaw front desk staff, handled guest relations, managed reservations, and maintained high service standards in a fast-paced environment.
• Saranac Waterfront Lodge – Director of Rooms
  Assigned for 2 years
  Directed all rooms operations, including front desk, housekeeping, and guest services; implemented operational strategies to enhance guest experience and efficiency.
• Wave Nova Resort – Director of Operations
  Assigned for 3 months
  Managed overall resort operations, supervised departmental teams, and ensured seamless day-to-day functions while maintaining high-quality service standards.

• Handled tasks and responsibilities for front office employees during periods of understaffing.
• Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
• Resolved guest complaints by addressing issues with rooms promptly.
• Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
• Attended staff meetings and brought issues to attention of upper management.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

My duties and responsibilities as Hotel Manager were

• Overseeing daily operations to ensure everything runs smoothly and efficiently.
• Managing staff across various departments, from front desk to housekeeping and maintenance.
• Handling guest relations by addressing concerns, resolving issues, and ensuring a positive guest experience.
• Creating and managing budgets to ensure the hotel remains profitable while maintaining high standards.
• Implementing policies and procedures to improve service quality and operational efficiency.
• Coordinating with different departments to ensure seamless communication and collaboration.
• Recruiting, training, and mentoring staff to provide excellent customer service and maintain a professional environment.
• Managing reservations, room assignments, and ensuring occupancy targets are met.
• Overseeing housekeeping to ensure rooms and public areas are clean, well-maintained, and ready for guests.
• Monitoring and improving the guest experience by gathering feedback and making necessary adjustments.
• Handling marketing and sales efforts to attract new guests and retain existing ones.
• Ensuring compliance with health, safety, and legal regulations to protect guests and staff.
• Managing vendor relationships for supplies, maintenance, and services.
• Analyzing financial reports and operational data to make informed decisions for improvement.