Stephanie Harris
Glasgow
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
17
17
years of professional experience
1
1
Certification
Work History
Front Office Manager/Assistant General Manager
Holiday Inn Express and Suites
06.2024 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Created, prepared, and delivered reports to various departments.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Implemented staff training programs, improving employee performance and team cohesion.
- Established new guest feedback system to capture insights, leading to tailored service improvements.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Reduced operational costs without compromising service quality by renegotiating supplier contracts.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
- Implemented cross-training program, enhancing team flexibility and coverage during peak periods.
- Conducted market research to better understand needs of target demographics, refining marketing strategies.
Private Caregiver
Wall Residences, Inc.
09.2018 - 06.2023
- Take care of a total care young man with his daily routines, including bathing, dressing, incontinence care, etc
Administrative Assistant
COMPREHENSIVE BEHAVIORAL HEALTH
01.2008 - 01.2011
Education
Associate of Applied Science - Medical Assisting
Herzing University
Remote08.2012
Skills
- Alzheimer's Care
- Hospital Experience
- Cleaning Experience
- Residential Cleaning
- Cooking
- Dementia Care
- EMR Systems
- Medical Records
- Laundry
- Administrative Experience
- Vital Signs
- Microsoft Word
- Medication Administration
- Food Preparation
- Front Desk
- Nursing
- Senior Care
- Home Care
- Meal Preparation
- Caregiving
- Behavioral Health
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Microsoft Office Suite
- Operations management
- Team management
- Hospitality services
- Administrative skills
- Issue handling
- Oral and writing communication
- Data entry
- Records management
- Reservation management
- Effective planning
- Staff management
- Documentation and control
- Schedule management
- Database management
- Relationship building
- Administrative support
- Conflict management
- Reservations assistance
- Project management
- Guest relations
- Training and coaching
- Inventory control
- Sales and marketing
- Employee supervision
- Schedule coordination
- Exceptional communication
- Complaint handling
- Staff training and development
- Property management systems
- Listening skills
- Human resources
- Emergency preparedness
- Financial reporting
- Workflow planning
- Workflow coordination
- Operational reporting
- Proficient in software
- Event coordination
- Payroll and budgeting
- Inquiry response
- Skilled in software
- Hotel information
- Account reconciliation
- Suggestive selling
- Presentation design
- Credit and collections
- Budgeting and financial planning
- Policy and procedure modification
- Revenue management
- Data retrieval systems
- Spreadsheet tracking
- Database administration
- Expense reporting
- Persuasion skills
- Proposal writing
- Contract negotiations
- Daily shift oversight
- Fluent in language and language
- Strong leadership
- Decision-making capacity
- Exceptional customer support
- Analytical mastery
- Accounting oversight
- Office management software
- Office correspondence
- Senior leadership support
- Reception operations
- Teamwork and collaboration
- Negotiation and conflict resolution
- Goal setting
- Customer relationship management
- Computer skills
- Team leadership
- Managing operations and efficiency
- Scheduling and coordinating
- Shift scheduling
- Decision-making
- Documentation and reporting
- Task delegation
- Employee development
- Strategic planning
- Onboarding and orientation
- Process improvement
- Good judgment
- Interpersonal relations
- Professional and courteous
- Hiring and training
- Problem resolution
- Business administration
- Budget management
- Emergency response
- Business analysis and reporting
- Administration and reporting
Certification
First Aid Certification
Timeline
Front Office Manager/Assistant General Manager
Holiday Inn Express and Suites
06.2024 - Current
Private Caregiver
Wall Residences, Inc.
09.2018 - 06.2023
Administrative Assistant
COMPREHENSIVE BEHAVIORAL HEALTH
01.2008 - 01.2011
Associate of Applied Science - Medical Assisting
Herzing University
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