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Manager Front Office

Humble, TX
October 07, 2018

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832-***-**** - - Houston, TX

Hotel Management - Hospitality - Guest Services

Bilingual Hospitality Leader with 5+ years of experience, delivering consistent revenue growth, guest satisfaction, employee engagement, and operational efficiencies. A decisive leader, known for the ability to turn under-producing individuals, into award-winning team members. Highly regarded for excellent analytical, organizational, communication, team-building, and planning skills. Known for maintaining an uncompromising focus on high-quality standards while maximizing bottom-line profits.

Professional Experience

Crowne Plaza Houston Northwest, Houston TX – 294 Rooms- 20,000 sq. ft. of Flexible Event Space

03/2018- Present- Director of Operations- Staff of over 100 associates

Conduct employee performance evaluations as prescribed and ensure all employees are trained for their positions to maximize service, production, efficiency, control staffing, maximize profits, control costs, and ensure the security of the hotel operation.

Property Liaison for 10-million-dollar renovation with general contractors and maintaining hotel standards.

Implemented, develop cost and labor control systems increasing overall operational efficiencies by hands on leadership and mentoring.

Assist General Manager in revenue generation oversight of hotel’s operation maintaining budgeted costs and quality standards.

Identified waste in Food and Beverage department to maximize revenue opportunities margin growth.

Responsible for providing strategic direction to the organization as well as day to day operation needs.

Coach and influence operational managers in all IHG Brand Standards and requirements.

Crowne Plaza Houston Northwest, Houston TX – 294 Rooms- 20,000 sq. ft. of Flexible Event Space

11/2017- 03/2018 Food and Beverage Director/ Front Office Manager

Managed over 15 Tradeshows of over 1500 attendees, large trainings /meetings for Top Accounts and Social Events of over 700 attendees with diverse needs and expectations.

Implemented a new service initiative to increase guest satisfaction and intent to return.

Hired and trained Banquet Staff, Banquet Captain and restaurant staff on hotel procedures, service quality, Brand Standards and hotel policies to ensure consistency in the Food and Beverage Department.

Increased Intent to return percentage by 5% ultimately gaining client’s trust and loyalty.

Increased employee morale by consistently rewarding and recognizing my staff for their hard work and dedication.

Train, cross –train, and retrain all front office personnel

Verify that accurate room status information is maintained and properly communicated

Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.

Resolve guest problems quickly, efficiently, and courteously.

Maximized room revenue and occupancy by reviewing status daily. Analysed rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.

Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

Hotel Sorella City Center, Houston, TX- 285 Rooms – 20,000 sq. ft. of Meeting Space and Monnalisa Bar and Lounge – 4 Star – 300 Employees

2016- 2018- Food & Beverage Manager / Purchasing Manager / Banquets Director

Managed the Food & Beverage department with a focus on driving profitability improvements and reducing food cost by 10% in my first quarter of employment.

Led a team of over 25 employees in all in-house operations, provided training and development for each staff member.

Managed vendor contract negotations, food & beverage purchasing, inventory control, and financial reporting in an initiative to reduce food and beverage cost on a monthly basis.

Contracted Live Entertainment to increase banquet revenue and outlets revenue by 15% in my first year of employment.

Decreased liquor costs in four-months from 23% to 16% by optimizing orders and prioritizing high-demand products.

Streamlined team systems by directing payroll, organizing schedules, and creating tip spreadsheets.

Managed all departments and worked 13 consecutive days during Hurricane Harvey to ensure the safety of staff and patrons in addition to minimizing damage to the hotel.

Hotel Sorella City Center, Houston, TX- 285 Rooms – 20,000 sq. ft. of Meeting Space and the Renown Mona Lisa Bar and Lounge – 4 Star – 300 employees 2016 - 2018

Acting General Manager / Front Office Manager / Assistant Bar Manager

Managed Front Desk operations, Rooms, Housekeeping, Guest Services, Security, Food and Beverage, and Facilities with full P&L responsibility.

Improved TripAdvisor customer satisfaction ranking from #32 to #3 by managing guest requests and challenges through cross-department resolution efforts.

Supervised, trained, and scheduled all associates and ensured standard operating procedure compliance.

Directed in-house bar operations including vendor management, purchasing, inventory management, staff supervision, and financial reporting.

Monitored labor expenses through schedule approval process and prepared revenue and occupancy forecasts, ultimately reducing labor cost by 12% year over year.

Led strategic planning efforts by leveraging reports such as daily cash and credit limits, in-house profile, ledger, VIP, and discrepancy reports.

Recognized as Employee of the Month four times.

Westin Oaks & Westin Galleria, Houston TX- 469 Rooms- 90,000 sq. ft. of Flexible Event Space


Service Express Operator / Front Desk Agent

Managed all guest interactions from check-in to check-out including registration, room service, special requests, and problem resolution- increasing guest service scores by 5% in my first 90 days of employment.

Ensured guest satisfaction by promptly fulfilling guest requests and dispatching appropriate departments.

Led Front Desk response to all internal and external phone calls.

(Westin Oaks & Westin Galleria, Continued)

Directed room service order fulfillment, wake-up calls, and housekeeping requests.

Faciliated guest arrivals and departures- commuinacting key request to Houskeeping and Engineering resulting in an increase of positive guest surveys.

Planned 3rd party bookings and answered billing-related inquiries with the accounting department.

Protected guest safety by mobilizing departments and resolving situations in accordance with established procedures.

Additional Experience:

First Data, Processing Specialist, Houston, TX: 2013-2014

Cherry Demolition, Floor Man, Houston, TX: 2011-2013

Core Competencies

Revenue Growth

Corporate Sales

Room Management

Guest Services

Banquets Director

Capital Improvements

Operations Management

Food & Beverage

Facilities Management


Lone Star College, Houston, TX: 2018 (Expected): Hospitality Management

Additional Credentials

Technical Skills

Galaxy Lightspeed, Oracle, Micros, Saflok Systems, Microsoft Office (Word, Excel, PowerPoint, Outlook) Opera, Holidex and Sales Pro.

Honors and Awards

Hotel Sorella City Center - Employee of the Month (2016 & 2017)


English, Spanish

Professional Development

TABC Certified, Food Handler Certified, Venz Certified, CPR & First Aid Certified


Ben Taub - Volunteer Translator, MD Anderson Cancer Center

{References upon Request}

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