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Front Office Manager

September 06, 2019

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Frank Barlay Jr

Lover Street LBS Community, Paynesville, Monrovia, Liberia

Ph: 088*******/077*******

OBJECTIVE: Result oriented and dedicated business professional with demonstrated success in the hospitality industry. Looking to contribute in a management capacity.

QUALIFICATIONS: Over 15 years of experience in the hospitality industry. In depth knowledge of budgeting and its core procedures. Hands on experience in handling client complaints and issues. High experienced in preparing daily statements in order to ensure timely and accurate information. Functional knowledge of working with figures to ensure control of financial compliance.


Campbell Gray Hotels, London, England July 2018/Present

Assistant Sales Manager The Farmington Hotel Robertsfield International Airport Liberia

Analyze local market trends and develop new business leads.

Maximize all Revenue opportunities.

Contribute to the selling strategy of the hotel, and manage the departments’ adherence to achieving that strategy.

Understand the competitive market place and implement approaches to ensure the hotel stays ahead in the local market.

Negotiate room rates/packages with corporate clients.

Ensure the Sales Team Members are developed effectively and generate a culture of high quality standards and pro-active selling.

Develop and implement creative local marketing channels including social media sites.

Work within current business strategies and recognize potential opportunities.

Communicate with all departments as required within each hotel.

Attend Sales events when required.

Report on a weekly/monthly basis appointments, calls made, and list of business leads.

Answer customer queries in a timely and suitable manner.

PHM Hospitality Consultants, Dallas, TX December 2016/June 2018

Task Force Area General Manager- Courtyard/Residence Inn Jacksonville Airport USA

Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.

Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.

Hold regular briefings and meetings with all head of departments.

Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.

Lead all key property issues including capital projects, customer service and refurbishment.

Handling complaints, and oversee the service recovery procedures.

Drove hotel GSS from 16% (Red zone) to 62.7% within two months.

Assisting in residential sales as and when required and development with strong sales prospects.

Responsible for safeguarding the quality of operations both (internal & external audits).

Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.

Carver Hotel Group Consultants, Atlanta, GA October 2016/December 2016

Task Force General Manager- Springhill Suites Baton Rouge South USA

Closely monitor the hotel business report on a daily basic and take decisions accordingly.

Developing improvement actions carry out costs savings.

A strong understanding of P&L statements and the ability to react with impactful strategies

Ensure all decisions are made in the best interest of the hotels and management.

Provide effective leadership to hotel team members.

Lead in all aspects of business planning.

Respond to audits to ensure continual improvement is achieved.

Prepare a monthly financial reporting for the owners and stake holders.

Draw up plans and budget (revenues, costs, etc.) for the owners.

Carver Hotel Group Consultants, Atlanta, GA July 2016/October 2016

Task Force Front Office Manager- Sheraton/Le Meridien Charlotte, NC- Complex Property USA

Trains, cross –trains, and retrains all front office personnel.

Participates in the selection of front office personnel.

Schedules the front office staff. Improved Hotel GEI scores from 5.36 to 9.00

Supervises workload during shifts.

Evaluates the job performance if each front office employee.

Maintains working relationships and communicates with all departments.

Maintains master key control. Works within the allocated budget for the front office.

Upholds the hotel's commitment to hospitality. Monitor all V.I.P’s special guests and requests.

PHM Hospitality Consultants, Dallas, TX March 2016/July 2016

Task Force Front Office Manager– Embassy Suites Santa Ana Orange County, CA USA

Increased Hotel SALT Overall Service from 36.7 to 69.8 over the two and a half months.

Took hotel from Hilton CSI probationary period to passing Hilton QA with a 95.5 on brand standards

A 300 Room, 3.5 Star, 3.5 Diamond Full Service Hotel.

Instituted training of 5 new hires plus a new Front Office Manager. Re-training of existing team on brand standards, guest engagement, HHonors appreciation and Lobby Ambassador Programs. Instituted a new attitude of pro-activity and cooperation with the other operations and sales departments.

Increased hotel Trip Advisor ranking from 19 out of 68 hotels in Santa Ana to 6 out of 68 hotels.

Re-trained the Front Office Team in current and brand SOP’s, local SOP’s, PBX scripting and brand requirements. Instituted the “At Your Service” program in PBX.

Introduced new and unique methods of guest engagement and appreciation

Re-trained Front Office in engagement, guest recognition, “Wow’s” and reward members’ appreciation.

Increased communication (and pro-activity) with housekeeping and front desk.

Hire and trained 6 new front office staff (4 agents and 2 Shuttle drivers)

Admiral Fell Inn Baltimore, MD (130 rooms) USA

Front Office Manager/ May 2014- March 2016

Oversee entire hotel staff

Increasing guest retention by exceeding guests’ expectation while utilizing professional warmth

Administering credit card postings, charge backs, and adjustment, ensuring organization.

Complete and transmitted daily management and accounting reports

Deal with guest queries and complaints

Hilton--- Alexandria Mark Center, VA (505 rooms) USA

Assistant Front Office Manager/ Feb 2008- May 2014

Managing front office with 505 rooms hotel with an above average occupancy of 75%

Completed important aspects of general administration, like weekly and monthly stock

Executing an average of 65 nightly check-ins while utilizing a welcoming demeanor

Hired and Trained new front office staff

Manage budgets as well as financial plans

Holiday Inn--- Washington, DC (198 rooms) USA

Front Office Manager/ May 2004- Feb 2008

Supervise the supplies and furnishings

Oversaw the professional execution of guest calls, messages, packages, and guest amenities

Greeted all guests upon arrival and ensured a fast and professional check-in process

Answered inquires related to hotel services and amenities


High School Continental Academy

College University of Georgia/ Bachelors of Science


Hilton System 21 and OnQ Property Management Systems, Various Hilton OnQ University Course Certifications.

IHG Opera Certification and “Train the Trainer”.

Hilton CRM Customer Service Management Training

Certified Hotel First Responder, Basic and Intermediate First Aid, CPR Certified.

Safe Serve, TIPS Intervention training, TABC Certification

Marriott Certified Fosse and Marsha System trainer

Starwood Lightspeed and Galaxy

ADP Payroll and processing, M3 Certified, Sun Accounting Software Certified

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