Yoredanos Tekele
Lorton,VA
Summary
Dynamic Front Office Manager with a proven track enhancing customer satisfaction through meticulous feedback analysis and staff development. Skilled in OnQ and exceptional in communication, I excel in transforming customer service standards. Demonstrated leadership in team coordination and performance improvement, ensuring operational excellence in hospitality services.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Front Office Manager
Double Tree Crystal City
Arlington, VA
09.2023 - Current
- Analyzed customer feedback data to identify areas of improvement.
- Coordinated with other departments to ensure smooth functioning of operations.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Conducted regular staff meetings to communicate objectives, updates, and gather feedback.
Rooms Supervisor
Hilton Arlington National Landing
Arlington, VA
07.2022 - 09.2023
- Assisted with front desk operations during busy seasons including check-ins, check-outs, reservations and payment collections.
- Built and maintained productive relationships with employees.
- Supervised a team of front desk agents and housekeepers.
- Assisted the housekeeping department in staying organized through a hotel renovation.
Front Desk Agent
Hilton Arlington National Landing
Arlington, Virginia
07.2021 - 07.2022
- Addressed customer needs in a timely manner.
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in and check-out process.
- Inputted guest information into computer system accurately and securely.
- Input and confirmed reservations for guests.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Provided excellent customer service while upholding company policies.
Education
Bachelor of Science - Criminal Justice
Marymount University
Arlington, VASkills
- Oral and writing communication
- Reception operations
- OnQ
- Payroll
- Issue handling
- Administrative skills
- Schedule coordination
- Customer service
- Hospitality services
Certification
- Lead 2.1 Virtual Leadership Development Series with Harvard
- CPR
Languages
English
Professional
Amharic
Professional
Affiliations
Hilton Hawaiian Village
Timeline
Front Office Manager
Double Tree Crystal City
09.2023 - Current
Rooms Supervisor
Hilton Arlington National Landing
07.2022 - 09.2023
Front Desk Agent
Hilton Arlington National Landing
07.2021 - 07.2022
Bachelor of Science - Criminal Justice
Marymount University
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