SOPHIA N. DILLON
Key West,FL
Summary
Professional with robust experience in hospitality management, prepared for this role. Proven track record in optimizing front office operations, enhancing guest satisfaction, and streamlining processes. Strong focus on team collaboration and achieving results. Skilled in staff training, conflict resolution, and multitasking with flexible approach to changing needs. Reliable and efficient, ensuring smooth daily operations.
Overview
12
12
years of professional experience
Work History
Front Office Manager
The Casa Marina & The Reach Resort
09.2020 - Current
- Developed and maintained a high-performing team by providing regular coaching, feedback, and support.
- Increased guest satisfaction scores with proactive approach to addressing concerns and resolving issues promptly.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
- Improved internal communication channels by introducing regular meetings between front office staff members at all levels of seniority.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Communication Operator/Guest Service Agent Supervisor
The Casa Marina & The Reach Resort
09.2016 - 09.2020
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments
- Contributed to team success by consistently maintaining a positive attitude and professional demeanor during high-stress situations.
- Supported emergency response efforts by quickly relaying critical information to appropriate parties.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
Accounting Manager
Jamaica Urban Transit Company
10.2012 - 03.2016
- Managed journal entries, collection efforts, reconciliations, and payroll processing.
- Managed relationships with external vendors, ensuring timely payments and accurate recording of expenses.
- Generated monthly and quarterly financial statements for executive review.
- Collaborated with other departments to achieve accurate and prompt financial reporting.
- Monitored budget allocation and expenditures to enforce compliance with company policies.
- Led a team of accounting professionals in achieving department goals while fostering a positive work environment.
- Optimized cash flow management through careful analysis of accounts receivable, accounts payable, inventory levels, and working capital requirements.
- Implemented efficient budgeting processes to forecast expenses and monitor actual performance against projections.
- Created and maintained financial databases for data entry, tracking and reporting.
Education
CSEC Certificate -
Jonathan Grant High School
Bachelor - Tourism Hospitality and Entertainment Management
University of The Caribbeaan
Kingston Jamaica 05.2007
Skills
- Effective multitasking
- Adaptability
- Exceptional communication
- Time management
- Decision Making
- Project management
Accomplishments
- Audited and coached the FPG (Front Office Incentive Program) for both resorts, driving an additional $150K+ in monthly revenue across the properties.
- Managed a team of 20+ staff members, fostering a positive and empowered work environment.
- Increased 5-star reviews by motivating staff through recognition (1 token per positive review).
- Served as Hilton Honors coach and auditor, driving over 100 enrollments per property each month by reinforcing the benefits of enrollment to the team."
Timeline
Front Office Manager
The Casa Marina & The Reach Resort
09.2020 - Current
Communication Operator/Guest Service Agent Supervisor
The Casa Marina & The Reach Resort
09.2016 - 09.2020
Accounting Manager
Jamaica Urban Transit Company
10.2012 - 03.2016
CSEC Certificate -
Jonathan Grant High School
Bachelor - Tourism Hospitality and Entertainment Management
University of The Caribbeaan
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