Summary
Overview
Work History
Skills
Timeline
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Taylor Roberts

Lakeland,FL

Summary

Outgoing Senior Front Office Manager with exceptional people skills, an approachable yet professional personality. Successful at multitasking and remaining calm and productive in high-demand positions. Looking to bring excitement and enthusiasm to the Head of Hotels role. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience

Work History

Senior Front Office Manager

Merlin Entertainments
08.2017 - Current
  • Analyze performance metrics-Key Performance Indicators (KPIs) to identify areas of improvement in hotel operations, implementing changes for better efficiency and guest satisfaction.
  • Communicate operational objectives to various divisions to meet deadlines and adhere to company budgets.
  • Create weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Update guest profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
  • Conduct regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Cultivate positive rapport with fellow employees to boost team morale and promote employee retention.
  • Collaborate with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Manage reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Monitor financial transactions at front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Review guest and staff feedback and make appropriate business adjustments to meet needs and address concerns.
  • Streamline check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
  • Define clear targets and objectives and effectively communicate to other team members.
  • Proven ability to learn quickly and adapt to new situations.
  • Attention to detail while completing assignments.
  • Passionate about learning and committed to continual improvement.
  • Assist in organizing and overseeing assignments to drive operational excellence.
  • Deliver performance reviews.
  • Create, prepare, and deliver reports to various departments.
  • Assist revenue department in upselling hotel services, increasing revenue through upgrades and add-on packages.
  • Demonstrate leadership skills in managing projects from concept to completion.

Front Office Lead/Supervisor

Merlin Entertainments
08.2015 - 08.2017
  • Coordinated with human resources department to handle payroll and personnel databases.
  • Demonstrated strong leadership skills by mentoring junior staff members on proper procedures and etiquette for dealing with customers.
  • Trained team members on new hotel offerings and products to support promotional efforts.
  • Assisted with recruitment and hiring process for new front office employees, selecting candidates who demonstrated strong customer service skills and commitment to excellence.
  • Assisted in employee training programs, helping to develop highly capable front office team committed to providing excellent service.
  • Reduced customer wait times through effective scheduling and task delegation among staff members.
  • Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
  • Improved guest satisfaction by addressing concerns promptly and professionally, resulting in positive feedback from guest.

Front Desk Associate

Merlin Entertainments
04.2015 - 08.2015
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Resolved guest issues effectively, ensuring positive customer experience.
  • Developed strong rapport with returning guest through attentive service and personalized interactions.
  • Maintained up-to-date knowledge of hotel promotions, amenities, and services to better assist guest.

Skills

  • Excellent Communication Skills
  • Elevated Customer Experience
  • Organized
  • Self-Directed
  • Strong problem Solver
  • Resourceful
  • Streamlined workflow
  • Team Management Skills
  • Time management
  • Staff Training
  • Strategic Planning
  • Operations Management
  • Customer service expertise

Timeline

Senior Front Office Manager

Merlin Entertainments
08.2017 - Current

Front Office Lead/Supervisor

Merlin Entertainments
08.2015 - 08.2017

Front Desk Associate

Merlin Entertainments
04.2015 - 08.2015

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Taylor Roberts