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Manager Front Office

Newport Beach, California, United States
October 04, 2016

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Ersen Erik Simsek

** ******* *****,

Newport Beach, CA-92660

Cell Phone: 1-949-***-****

Hospitality Management Professional with over 8 years experience. Work closely with executive management in developing strategic plans for ensuring company growth and profitability, experience improving existing business processes, developing systems and increasing departmental efficiencies. Hands-on management style with proven organizational and leadership skills, including staff training and development. Effectively communicate direction, commit people to action, and convey complex information in easily understood formats.

US Citizen.

Professional Experiences

Front Office Supervisor at Interstate Hotels & Resorts –La Casa Del Camino (Laguna Beach, CA) September 2015 – Present.

• Responsible for all front desk staff training and development. Responsible for teaching agents how to properly utilize the Opera system, and 3rd party booking, E-Standby upgrade responses,, HotelTonight & Expedia daily inventory count. Ensure cash drawer has accurate count, accounting procedures, signing off on cashier closures, cash drawer count, adjustment form circulation sheet, updating Manager on Duty reports…etc. Assist outlet managers with security watch; resolve any guest issues and placing it on the MOD report daily. Operate Opera P.M.S. (Property Management System) and maintain system security.

•Look at any overbooking and balance our room types for the next 7 days House Count and take action if required for future forecast. Prepare tomorrow's arrivals and allocate VIP's, regular guests & requests, go over traces, alerts and pre-blocking accordingly to room type, special requests and arrival assignments. Follow up on “High balance” / “Guest over limit” report.

• Able to motivate, mentor and perform appropriate corrective action to ensure continually high standards. Ensure front desk department adherence to Interstate Hotels & Resorts policies, procedures and standards to ensure that guest expectations are exceeded. Focusing on improving and maintaining our service.

• Prepare AM/PM reports; handle special projects, Expedia reconciliation. Including daily check of the hotel guest rooms as a least 3 rooms to be inspected for cleanliness. Responsible for ensuring the smooth and efficient overall day-to-day operations of the Front Desk including providing property walk through as a Manager on Duty of shifts.

Assistant Manager at Hutchinson Island Marriott Resort & Marina (Stuart, FL) April 2013 – June 2015

Manager on Duty –PM. Managing over 40 employees at the front desk, bell stand, as well as activities department in resort property.

Notified Loss Prevention/Security of any guest reports of theft. Followed all company policies and procedures; reported accidents, injuries, and unsafe work conditions to manager; ensured uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Followed up with guest regarding satisfaction with guest-related issues. Ensured adherence new ideas to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.

Promoted awareness of brand image internally and externally. Used sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Process requests for redeeming Marriott Rewards points. Review shift logs/daily memo books and document pertinent information in logbooks.

•Planned daily operations and reviewed front desk log book and follow up on action items. Resolved guest issues by correcting and adjusting the wrong transaction and rates of in house guest.

•Audited front desk drawers’ daily and processed weekly billing for in house guests. Conducted night audit process to ensure daily revenue posting accuracy. Balanced daily credit card transactions and made collection calls for the guests having balances on their accounts and follow up the accounts. Reviewed supplies and inventory level and assist supervisors in purchasing decisions. Processed no show charges and review postings with revenue and sales managers.Reporting bi-weekly payroll analysis, weekly labor analysis, F&B revenue analysis. Reviewing and signing D-sheets. Signing in-keepers checks for vendor payment.

•Ensuring Brand Standards are in place and followed (94.6% 2014 Marriott BSA, 92.3% 2013 Marriott BSA)

•Responsible for managing all operations of the Front Office. Interviewing and recruiting new employees and assisting "management in training" candidates. Motivating, and coaching employees; serving as a role model. Developed and maintained positive working relationships; supporting team to reach common goals; listening and responding appropriately to the concerns of employees.

Front Office Manager at Hartford Marriott Farmington (Farmington-CT) February 2012– April 2013

•Responsible for managing all operations of the Front Office

•Hired new employees and Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Reported accidents, injuries, and unsafe work conditions to manager; completed safety training and certifications. Anticipated and addressed guests` service needs. Recognized opportunities to up-sell the customer and sell enhancements to create a better Marriott experience or event. Checked availability of accommodations and dates, including finding alternative dates or options if first choice is not available. Developed and maintained positive working relationships; supported team to reach common goals; listened and responded appropriately to the concerns of employees.

•Performed all Front Office Reports daily - weekly and monthly (No show, Vending, Adjustment log, Marriott e-Bonus, MRWD Error Correction, F/D Inventory, Payroll Accrual, Labor, Givex - List of Transactions, Forecast for property, Prepare F/D schedule, Arrival Tracking, GSS, Customer Care Issues, D-Sheet, Flash RRA and Web Base reports, MPOR, O-Stats...etc.)

•Processed PO's (purchase orders), invoices, address guest-ware, CTAC (commission statements), Marsha Queues, balance inventory in Marsha, F/D staff meetings and shift stand up.

•Managed over 30 employees at the Front Desk in 381 rooms’ full service property

Assistant Front Office ManageratHartford Marriott Farmington (Farmington-CT) April 2010– February 2012

•Responsible for managing all operations of the Front Office

•Reviewed daily room availability and rate strategies with manager

•Conducted quality controls by inspecting public areas and guest rooms to ensure ultimate guest experiences

•Provided tours to potential guests and clients to convert guest inquiries to actual reservations by utilizing signature services and sold special hotel programs, rate packages, and upgrades when appropriate. Communicated with all departments regarding in house guests

•Conducted competitive shop calls to the area hotel and understand market occupancy trends and room rates. Monitored and coordinated all room division operations in the absences of my manager. Communicated VIP arrivals to designated personnel for escort and delivery of amenities. Set up accurate accounts for each guest upon check-in Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Blocked rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department as necessary to resolve guest call, request, or problem.

•Complied with quality assurance standards. Entered and located work-related information using computers and/or point of sale systems.

Night Auditor atHartford Marriott Farmington (Farmington-CT)January 2008– April 2010

•Performed financial analysis of operations, P&L assessments. Ran preliminary reconciliation report and verify that the old balance, new balance and net difference are in balance. Made adjustment of checks, comp rooms, task force, executive accounts and packages. Input all revenues, adjustments, discounts and expenses in audit pack and run detail employees transactions to check who and why has posted money on shifts. Ran and copied final end of day reports and prepare RRA and FLASH reports.

Skills & Expertise:

Hospitality Industry, Hotel Management, Hospitality, Hospitality Management, Rooms Division, Pre-opening, Front Office, Yield Management, Revenue Analysis, PMS & OPERA (Property Management Systems), Guest Service Management, Customer Satisfaction, Pre-opening experience, Lodging, Customer Service, Forecasting, Rooms Division Management, Cost Control, Hotel Administration.


University of Mersin

Bachelor's degree, Tourism & Hospitality Administration/Management 1999 – 2004

Eastern Mediterranean University

Associate's degree, Business Administration and Management, General 1997 – 1999

International College of Hospitality Management-CT

Management, Management Information Systems, General 2006 – 2008

University of Central Florida

Multicultural Education, Bilingual, Multilingual, and Multicultural Education 2004 – 2006

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