Manager Front Desk

Susan Eriksen

PLANO, TX ***** PHONE 903-***-**** *************@*****.***

Professional Summary

Dynamic hotel manager skilled in training and developing teams, as well as effectively controlling costs and achieving YOY revenue with high guest satisfaction ratings in a competitive environment. An expert communicator passionate about fostering a positive, results-oriented team culture.

Professional Experience

Front Office Manager June 2012 – December 2015

Southfork Hotel Plano, Texas

Recruited and trained all new members of the guest service team on Opera in a 279 room full-service hotel

Lead monthly team meetings to educate staff on upcoming events and special requests

Increased hotel revenue by raising scores on TripAdvisor from #29 to #5

Devised a Loyalty Program to convert TPI users into Star Rewards members

Resolved guest and employee concerns with positive outcomes

Solved technical issues for all interfaces

Front Desk Manager March 2001 – June 2012

Holiday Inn Addison, Texas

Trained front desk agents on Opera and Priority Club

Issued daily task sheets to housekeeping and updated rooms

Checked credit limits and registration cards for accuracy

Initiated Guest of the Day program

Operations Manager April 2007 – December 2010

Holiday Inn Express Allen, Texas

Recruited and trained guest service team on Opera and Priority Club

Performed daily room inspections and monthly MQSA inspections

Developed rapport with vendors and ordered housekeeping supplies, room amenities and breakfast items

Attended sales meetings with General Manager, Director of Sales and Regional Sales Manager

Continued development through industry-specific training classes including Guest Service Manager Training

Front Desk Supervisor June 2005 – November 2006

Best Western Hotel & Suites Addison, Texas

Efficiently performed front desk duties on all shifts

Trained all new hires on Visual Matrix

Issued daily task sheets to housekeepers and advised of special requests

Served as Manager on Duty in absence of General Manager

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