Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Certification
Timeline

Yolande Asamoah

Glen Burnie,Maryland

Summary

Dynamic and results-driven hospitality leader currently serving as Assistant Front Office Manager and Acting Front Office Manager at a Marriott-branded property. Proven track record of enhancing guest satisfaction, optimizing team performance, and driving operational excellence. Recognized for exceeding Marriott standards in Guest Satisfaction Scores (GSS) and Elite Appreciation, while fostering a collaborative, high-performing team culture. Adept at managing day-to-day front office operations, resolving guest concerns, and aligning team goals with brand expectations. Passionate about delivering exceptional guest experiences and developing future hospitality leaders.

Overview

10
10
years of professional experience

Work History

Acting Front Office Manager

Annapolis Waterfront Hotel
Annapolis, Maryland
03.2025 - Current
  • Promoted to Acting Front Office Manager to lead front office operations during a leadership transition, overseeing scheduling, team development, and guest service delivery.
  • Achieved GSS Staff Service scores above 80% for six consecutive months, exceeding Marriott’s benchmark of 78%, contributing to increased guest retention.
  • Maintained Elite Appreciation scores above 78%, resulting in a 25% rise in positive loyalty member feedback and review scores.
  • Successfully executed a perfect sell during high occupancy periods while maintaining a strong ADR (Average Daily Rate) maximizing revenue and inventory control.
  • Proactively resolved 95% of guest issues immediately, resulting in remarkable positive GSS verbatim feedback.
  • Executed accurate billing at the front desk, eliminating discrepancies. Reduced reservation setup errors by 98%,,improving efficiency.

Assistant Front Office Manager

Annapolis Waterfront Hotel
Annapolis, Maryland
05.2024 - 03.2025
  • Supervised and managed a team of 6 front desk staff to ensure seamless check-in/check-out procedures and guest satisfaction, resulting in a reduction in guest complaints.
  • Establish open and collaborative relationships within the front desk team to foster a positive work environment.
  • Supervise daily front desk shift operations, maintaining adherence to all policies, standards, and procedures to maximize efficiency and uphold service quality.
  • Developed and implemented comprehensive standard operating procedures (SOPs) for front desk/rooms team, including employee handbooks, resulting in a decrease in policy violations and an increase in operational efficiency.
  • Strategically developed weekly schedules for front office staff to guarantee seamless coverage during peak hours and high-demand periods.
  • Collaborated with Executive leaders to identify opportunities for process improvement and operational efficiencies, enhancing guest satisfaction and profitability.

Operations Manager

Hill View Hotel McCarthy Hills
Accra, Ghana
02.2021 - 09.2023
  • Spearheaded the transformation of hotel operations across Front Office, Housekeeping, Food & Beverage, and Maintenance departments, driving excellence in guest service and operational efficiency.
  • Orchestrated strategic rebranding initiatives resulting in a 30% increase in overall bookings and elevated ratings from 6/10 to 8/10 on Booking.com and a 4/5 on Google Reviews within three months.
  • Mentored and coached a team of 15 employees, instilling a culture of service excellence and achieving the 2021 Certificate of Excellence from Trip Advisor.
  • Facilitated comprehensive operations training for multiple departments, ensuring consistent adherence to brand standards and service quality.

Front Desk Supervisor

Delta Hotels and Resorts
Calgary, A.B.
04.2015 - 07.2016
  • Delivered exceptional customer service to ensure guest satisfaction and worked directly with the front desk team to adhere to upsell objectives, achieving the highest upsells for four consecutive months, contributing to an exponential 40% increase in the company's sales and a 100% Guest Satisfaction score.
  • Trained, coached, and mentored new staff to ensure seamless adoption of the new CRM and Marriott Marsha system.
  • Empathized and resolved guest complaints by handling their concerns diligently and professionally.
  • Registered and assigned rooms for over 50+ VIP and Marriott Elite reservations daily via OPERA system to ensure accurate rate plans, detailed guest requests, and curated service, which maximized efficiency and reduced long wait time.
  • Proactively engaged with guests to inform them of all hotel services, amenities, and special offerings, fostering strong guest relationships and ensuring high satisfaction levels throughout their stay.
  • Provided personalized recommendations on local attractions and restaurants, resulting in positive guest reviews mentioning local experiences.

Education

BACHELOR OF COMMERCE - SERVICE MANAGEMENT AND ENTREPRENEURSHIP

University of Victoria
Achievements: Recipient of Fairmont Hotels and Resort-Chateau Internship Award, Hospitality Management Co-op Student of the year

DIPLOMA HOSPITALITY MANAGEMENT - HONOURS

SAIT Polytechnic
Achievements: Recipient of Big Picture Conference Scholarship, Recipient of Canadian Hospitality Foundation Scholarship

Skills

  • Customer Relationship Management
  • Employee Onboarding & Training
  • Customer Service Orientation
  • Cross-functional Collaboration
  • Team Leadership
  • Financial Management
  • Interpersonal Skills
  • Communication Skills
  • Problem - Solving
  • Detailed Oriented
  • Task Management and Organization
  • KPI Setting & Attainment
  • MARSHA
  • Point of Sales (POS)
  • PMS
  • Slack
  • Microsoft Teams
  • Microsoft Applications (MS Word, Excel, PowerPoint)
  • Light-speed
  • GXP
  • OPERA System
  • Salesforce
  • Central Reservation System
  • Revenue Management System
  • Outlook
  • ProfitSword

Personal Information

Title: FRONT OFFICE MANAGER

Certification

ALCOHAL AWARENESS CERTIFICATION

June 2025-June 2029

Restaurant Association Maryland

Timeline

Acting Front Office Manager - Annapolis Waterfront Hotel
03.2025 - Current
Assistant Front Office Manager - Annapolis Waterfront Hotel
05.2024 - 03.2025
Operations Manager - Hill View Hotel McCarthy Hills
02.2021 - 09.2023
Front Desk Supervisor - Delta Hotels and Resorts
04.2015 - 07.2016
University of Victoria - BACHELOR OF COMMERCE, SERVICE MANAGEMENT AND ENTREPRENEURSHIP
SAIT Polytechnic - DIPLOMA HOSPITALITY MANAGEMENT, HONOURS

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Yolande Asamoah