Front Desk Manager
Resume:
ALMA BUTLER AMOS
Vicksburg, MS 39183
********@*****.***
EDUCATION
Associates of Clerical Science, Utica Junior College, Utica, MS. Attended 1977 -1978.
Mississippi High School Diploma, Vicksburg High School, Vicksburg, MS. Graduated 1977.
EMPLOYMENT
Battlefield Inn, Vicksburg, MS. March 1982 – Present.
Front Desk Manager/ Assistant Sales Director, 2011 – Present
Greet guests as time permits at lobby. Review room availability status, room blockage and special requests on a daily basis through working closely with Sales Director on all groups. Work with Housekeeping and maintenance on daily operations regards to guestroom status. Perform all duties, other than the above as requested by the hotel policies and direct supervisor.
Sales Director, 2011 - 2011
Responsible for increase corporate client base through consistent solicitations while establishing trust and rapport with clients to generate and continue to boost revenues for the hotel. Obtain new and existing accounts to ensure repeat business. Maximizing the occupancy and the average daily rate of the hotel, while upholding excellent guest service and accommodations to all guests. Reserve meetings and conferences, coordinating wedding groups, general administrative functions, and arranging sales blitzes and giveaways. Display excellent communication skills, both written and verbal was essential to performing this job.
General Manager, 2010 - 2011
Maintain organize records and documentation pertaining to workforce. Communicated in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to employees. Oversees all aspects of the hotel operations including: guest relations, front desk, housekeeping, maintenance, finances, team building, and staff development. Delegate responsibilities, organize complex projects, and establish priorities consistent with hotel objectives.
Assistant General Manager/ Front Desk Manager, 2008 -2010
Manage operation of the Front desk including Cashier. Ensure that policies and procedures are complied with the highest standard of service and guest satisfaction. Reviewed room availability status, room blockage and special requests on a daily basis through working closely with Sales Director on all groups. Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management. Ensure that budget and cost effectiveness at the Front Desk are achieved. Work with Housekeeping and maintenance on daily operations regards to guestroom status. Handle guest complaints and review compliments. Reviewed Front Desk Logbook daily to monitor all activities. Supervise and train all Front Desk staff to ensure that the best guest experience is provided. Familiarize with Front Office policies and procedures and special rate & programs. Participate morning briefing, or organize afternoon hand-over briefing daily. Greet guests as time permits at lobby and assists clerk during busy period. Perform all duties, other than the above as requested by the hotel policies and direct supervisor. Additional my responsibilities consisted of accounts payable, receivables, and payroll.
Housekeeping/ Maintenance Supervisor, 1994 - 2008
Coordinated duties and inspect work to confirm best quality. Instruct standards of cleanliness. Investigated complaints regarding housekeeping service and equipment, and takes corrective action. Established standards and procedures for work of housekeeping staff. Obtained list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments. Inventories stock to ensure adequate supplies. Evaluated records to forecast department personnel requirements. Made recommendations to improve service and ensure more efficient operation. Conducted orientation training and in-service training to explain policies, work procedures, and to demonstrate use and maintenance of equipment. Issues supplies and equipment to workers. Prepared reports concerning room occupancy, payroll, and department expenses. Performed cleaning duties in cases of emergency or staff shortage. Examined building to determine need for repairs or replacement of furniture or equipment, and makes recommendations to management. Attend staff meetings to discuss company policies and patrons' complaints. Advised manager, desk clerk, or admitting personnel of rooms ready for occupancy. Recorded data regarding work assignments, personnel actions, and time cards, and prepares periodic reports. Screened job applicants, hires new employees, and recommends promotions, transfers, and dismissals.
Housekeeper, 1982 - 1994
Maintained the cleanliness and appearance of guest rooms, hallways, and public areas in the hotel and providing customers with quality service in a timely and friendly manner. Responsibilities vary but included: cleaning and maintaining the appearance of the public areas of the hotel, deep cleaning of assigned areas, setting-up and maintaining complimentary hotel lobby functions including the coffee service and nightly concierge events, cleaning and setting-up meeting room functions, restocking housekeeping stations, delivering service items to guest rooms upon requests from the front desk, and driving shuttle van when needed.
SKILLS
Microsoft Word, Excel, Outlook
QuickBooks
Payroll
Leadership
Train workforce and build relationships
Provide outstanding customer service
Regulate priorities and manage time wisely in a fast-paced environment
Operate all equipment necessary to perform the job.
REFERENCES
Available Upon Request
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