High-energy Front Office Manager that brings significant experience and great customer service skills. Focused on eliminating bottlenecks and maximizing productivity to meet challenging daily demands. Enthusiastic, friendly and personable demeanor with knack for organization.
Hi, I’m
Tiffany Brockman
Woodbridge,VA
Summary
Overview
20
years of professional experience
Work History
Doyle Dupont Circle Hotel, Washington, DC
Assistant Front Office Manager
12.2022 - Current
Job overview
- Maintain all responsibilities at front desk
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Monitored office inventory to maintain supply levels.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Created and optimized employee schedules for shift coverage.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Reported potential safety issues with facility, operational procedures or staff behaviors to protect guests and personnel while minimizing legal liability.
- Booked hotel rooms, car rentals and flights for company trips and conferences.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Guided and led office staff to optimize service delivery to employees and customers.
- Also maintained title of Sustainability Queen
Canopy by Hilton, Washington
Night Auditor/Front Desk Clerk
10.2021 - Current
Job overview
- Welcomed large volume of guests and improved overall customer service.
- Made guest and group reservations, processing check-ins and check-outs for customers.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Met needs of walk-in customers by staying up-to-date on room availability and current promotions.
- Processed payments, issued bills and kept drawers accurate to meet financial targets.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Performed bookkeeping activities, such as balancing accounts and conducting nightly audits.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
AutoZone, Alexandria, VA
Parts Sales Manager
04.2021 - 03.2022
Job overview
- Leading the new employees in their daily tasks in a safe environment! Help maintain sales, controlling expenses and shrink along with complying with company procedures
- With this position I must exceed customer expectation by delivering exceptional customer service
- Assist Store Manager with supervising and training
- Open and closes the store, handles the cash safe and registers
- Delegate that store merchandise is placed in the proper location
- Ensures company procedures are carried out in the proper manner
- Maintains sales and store appearance
- Manages emergency situations and conducts emergency procedures.
Skrimp Shack, Alexandria, VA
Manager in Training / Lead Cashier
10.2020 - 02.2022
Job overview
- Helped opened new location
- Lead cashier and expert with guests
- Count cash, balance cash, customer service, food service and etc
- Train new cashiers on the preparation of store before and after close.
Cedar Haven Healthcare Center, Lebanon, PA
Housekeeping
03.2020 - 05.2020
Job overview
- Maintained the cleanliness of the lobby, lobby restrooms, cafeteria and halls
- Greeting residents and family members.
Hampton by Hilton, Hummelstown, PA
Front Desk Clerk
11.2019 - 01.2020
Job overview
- Maintained multiple line telephone systems
- Registered guests in and out of hotel
- Posted charges to rooms during night audit
- Handled credit card transactions, updated and maintained telephone and room statistical analysis reports
- Also, maintained daily functions of front desk such as reservations and customer service.
Hampton by Hilton, Lebanon, PA
Front Office Manager
07.2018 - 08.2019
Job overview
- Managed the front desk staff and breakfast hostesses
- Trained staff on Front Desk Procedures and
- Operations
- Did weekly schedules for Front Desk and Breakfast Employees
- Was on call and covered shifts when there was a call out and was unable to find coverage
- Weekly orders for hotel maintenance supplies, office supplies, housekeeping supplies and food orders for our hotels daily breakfast.
Mattell, Jonestown, PA
Inventory Analyst
09.2017 - 01.2018
Job overview
- Cycle counter for the warehouse
- Corrects inventory, damage out products that have been destroyed
- Verified replenishments were correct and completed physical inventory once every three months
- Was a very detailed position with counting
- Drove all equipment; forklift, scissor lift and clamp (certification expired).
Srv. Royer's Flower's & Gifts, Lebanon, PA
Floral Specialist/Cstmr
02.2015 - 08.2017
Job overview
- Answered phones to set and schedule delivery times for floral deliveries
- Handled customer complaints
- Greeted customers as they entered the store, showed them to where they needed to be for what they wanted
- Cash register, safe counting, customer service, floral design and switchboard.
Quality Inn Lebanon Valley, Lebanon, PA
Front Desk Representative
08.2014 - 10.2015
Job overview
- See Info for Quality Inn Below
- Data Entry
Ingram Micro, Jonestown, PA
05.2011 - 07.2013
Job overview
- Trained new hires and helped with issues, also helped with associates with workflow
- Worked to complete monthly and weekly goals
- Dealt with international and domestic consumers
- Work very well independently but also works well with others.
Quality Inn Lebanon Valley, Lebanon, PA
Front Desk Representative/Supervisor
05.2008 - 09.2010
Job overview
- Maintained weekly schedules for front desk staff
- Conducted front desk meetings
- Trained new employees
- Managed customer comments and complaints on hotel website
- Answered telephone switchboard
- Checked guests in and out of the hotel using computer system
- Took reservations over the phone
- Worked night audit which included shutting computer systems down and restarting them for the next business day
- Posted checks for paid invoices and sent out pending invoices
- Customer service.
The Office Works, Trevose, PA
Front Desk Receptionist
05.2006 - 08.2006
Job overview
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Set appointments
- Light filing duties
- Maintained the cleanliness of office.
The Quality Inn, The McIntosh Inn, Bensalem, PA
Front Desk Agent (Night Auditor)
10.2003 - 02.2006
Job overview
- Maintained multiple line telephone systems
- Registered guests in and out of hotel
- Posted charges to rooms during night audit
- Handled credit card transactions, updated and maintained telephone and room statistical analysis reports
- Also, maintained daily functions of front desk such as reservations and customer service.
Education
Strayer University Washington, DC
Associate of Science from Accounting
05.2025
University Overview
DPT Business School
Diploma from Computerized Business & Accounting
02.2006
University Overview
Bensalem High School
Diploma from Hospitality and Tourism Management
06.2002
University Overview
Kaplan University Online
from Accounting
University Overview
CstmrRoyer'sMattelSkrimpDeVry University Online, Harrisburg Community College
University Overview
RECEPTIONIST (6 years)
CUSTOMER SERVICE (7 years)
RETAIL SALES (7 years), FRONT DESK (6 years
Skills
- Planning and Organization
- Employee Management
- Staff Supervision
- Scheduling
- Microsoft Office Suite
- Communication Management
- Hospitality Services
- Issue Handling
- Training and Coaching
- Invoicing and Billing
- Proficient in [Microsoft 365]
- Payroll and Budgeting
- Relationship Building
- Training and Development
- Conflict Management
- Customer Relations
- Data Entry
- Reservations Assistance
- CRM and Office Management Software
Additional Information
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Assistant Front Office Manager
Doyle Dupont Circle Hotel
12.2022 - Current
Night Auditor/Front Desk Clerk
Canopy by Hilton
10.2021 - Current
Parts Sales Manager
AutoZone
04.2021 - 03.2022
Manager in Training / Lead Cashier
Skrimp Shack
10.2020 - 02.2022
Housekeeping
Cedar Haven Healthcare Center
03.2020 - 05.2020
Front Desk Clerk
Hampton by Hilton
11.2019 - 01.2020
Front Office Manager
Hampton by Hilton
07.2018 - 08.2019
Inventory Analyst
Mattell
09.2017 - 01.2018
Floral Specialist/Cstmr
Srv. Royer's Flower's & Gifts
02.2015 - 08.2017
Front Desk Representative
Quality Inn Lebanon Valley
08.2014 - 10.2015
Ingram Micro
05.2011 - 07.2013
Front Desk Representative/Supervisor
Quality Inn Lebanon Valley
05.2008 - 09.2010
Front Desk Receptionist
The Office Works
05.2006 - 08.2006
Front Desk Agent (Night Auditor)
The Quality Inn, The McIntosh Inn
10.2003 - 02.2006
Strayer University
Associate of Science from Accounting
DPT Business School
Diploma from Computerized Business & Accounting
Bensalem High School
Diploma from Hospitality and Tourism Management
Kaplan University Online
from Accounting
CstmrRoyer'sMattelSkrimpDeVry University Online, Harrisburg Community College
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