Front Office Manager
Resume:
Maytham Altaie
Riverdale, MD. 20737
202-***-**** / ***************@*****.***
Experienced front office night manager with six years in front office operations and night management. I excel in five-star experience delivery, based on Forbes and LQA standards, successfully supervising and training a professional team, working long and irregular hours, and coping with challenging positions. Luxurious service, successfully serving difficult guests and leading a highly trained team are the core of my talents.
InterContinental Washington D.C. - The Wharf Dec 2022 – Oct 2023
Front Office Overnight Manager
Successfully Managing overnight operations of front office, HSKP, ENG and SEC, and spearheading their staff, ensuring high standards of customer service in a fast-paced environment.
Overseeing night auditing through Opera and other systems to audit, reconcile, and balance daily financial activities, prepare reports, balance rooms, and lay the groundwork for next day operations.
Addressing guests’ complaints and responding to urgent and regular requests in a satisfying manner that reflects hotel luxurious standards.
Conducted performance evaluations and training for new hires. Authoring system training materials adopted by colleagues and higher managers.
Rewarded, as part of a team, for exceeding revenue goals.
DuPont Circle Hotel Washington D.C.
Assist. Front Office Manager & Night Manager Nov 2021 – Dec 2022
Supervising the day-to-day operations of front desk and reception area and addressing customer complaints and queries to ensure exemplary service and luxurious experience for guests.
Training and managing staff and new hires on system, LQA standards to ensure the reception area is professionally maintained and capable of delivering exceptional guest experience.
Excelling under challenging circumstances such shortage of staff and very high occupancy.
Completing a managerial checklist and responding to emails that require manager attention in a timely manner.
Working as night shift manager two to three days per week when overnight manager is off and during hiring process of the latter.
DuPont Circle Hotel Washington D.C.
Front Desk Agent May 2019 – Dec 2021
Providing exceptional service to our guests with personalized, efficient, and friendly check-in and checkout procedures.
Acting as manager on duty during manager’s absence by dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
Completing daily checklists, and blocking/assigning applicable arrivals for the day, i.e., VIP's, EA's, Special Requests, etc.
Established a good working knowledge of all shifts including AM, PM and overnight.
Trump International Hotel Washington D.C.
Night Auditor July 2017 – Apr 2019
Taking a major role in the overall operations of the front desk and ensuring a smooth and seamless start of the AM shift.
Recommended twice for promotion to night manager.
Providing positive service and experiences to all arriving and departing guests.
Supporting the night manager and taking initiatives when required and providing system training and counselling to newly hired staff.
Preparing and settling night audit reports and accounts.
Engaging in and resolving any overnight guest complaints.
Experienced and knowledgeable on Hotel Management System (HMS), Opera, Go Concierge, Alice and HOTSOS.
Front Desk Agent Aug 2016 – Apr 2019
Providing positive service and experiences to all arriving and departing guests.
Engaging in and resolving guest issues and complaints.
Generating system reports and settling house accounts.
Multi-tasking and processing requests in a timely manner including in-house, online and phone requests.
Providing coaching and counselling to front desk new hires and providing proper corrections to any mistakes.
Ready to work overtime whenever required. This includes working 6 and occasionally 7 days a week for months when the department is short-staffed.
Basra Gas Company / Shell Oil Nov 2014 –Apr 2016
Training Coordinator and Translator
Responsible for the courses and trainers tasked with delivering all training to Shell Oil’s ex-patriot and Iraqi employees. Focus was on cultural orientation, safety, and English language skills. Specific tasks included:
Class administration (i.e. scheduling, setup and delivery)
Cultural orientation and multi-cultural environments
Training staff management
Sr. Leadership support – primary translator for BGC Shell’s Managing Director
Meeting and technical and legal document translation
American Consulate General Basra Jul 2012 – Jul 2014
Political Assistant
A liaison between the American Consulate and the Iraqi government, tasked with meeting scheduling and briefing notes; news analysis and high-level reporting; election monitoring; and translation during all interactions (i.e. meetings, media briefings and in-country travel. Specific responsibilities included:
Sr. Leadership support – primary translator
News analytics and management briefing
Primary Point of contact for four Iraqi Cultural Advisors
Education and Skills
Bachelor’s degree in English.
Advanced knowledge of HMS, Opera, Go Concierge, Alice, and HOTSOS.
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