Front Office Desk

Jerome Phang

Front Office Management

************@*****.*** • 617-***-****

New York, NY • LinkedIn

Seasoned, versatile, and results-driven professional with extensive experience in leading all aspects of front desk operations to ensure excellent guest service and compliance with stringent hotel policies. Adept at establishing and directing cross-functional teams, managing operational budgets, and enhancing customer satisfaction through strategic improvements in service delivery. Proficient in coordinating with housekeeping, maintenance, and other key departments to streamline operations and improve guest experience. Demonstrated expertise in resolving complex issues swiftly, managing critical guest interactions, and maintaining rigorous attention to detail in administrative and financial oversight. Recognized for leadership excellence and the ability to significantly boost engagement and retention metrics.

Areas of Expertise

Front Desk Operations Management

Event Planning & Execution

Talent Acquisition & Onboarding

Service Delivery Optimization

Budget Management & Expense Control

Reservation & Booking Management

Complaint Escalation & Resolution

Guest Billing & Payment Collection

Customer Satisfaction & Retention

Employee Morale Enhancement

Scheduling & Workforce Management

Vendor & Contract Management

Professional Experience

Hyatt Hotel Corporation, New York, NY October 2022 – May 2024

Front Office Manager

Managed daily operations of front office department to ensure exceptional guest service and compliance with all hotel policies. Addressed and resolved guest complaints and issues promptly to maintain high standards of customer satisfaction. Utilized property management systems to generate reports, analyze trends, and make informed decisions to improve front office operations and guest services.

●Exceeded ESR goals by 80% within eight months, enhancing customer engagement and retention metrics.

●Coordinated with housekeeping, maintenance, and food & beverage departments to enhance guest experience and operational efficiency.

Gurney’s Star Island Resort &Marina, Montauk, NY May 2022 – October 2022

Front Office Manager

Coordinated scheduling, training, and performance evaluation of front desk staff to optimize service delivery. Implemented and monitored front office budget, focusing on cost-efficiency and expense management. Handled guest inquiries, concerns, and complaints promptly, ensuring resolution aligned with company policies and guest satisfaction. Monitored daily registration and checkout processes, ensuring accuracy in guest billing and payment collection.

●Enhanced team morale and secured Manager of Quarter recognition through innovative leadership strategies.

The Rockaway Hotel, Queens, NY March 2021 – May 2022

Front Desk Supervisor

Designed innovative guest events to elevate customer satisfaction and foster loyalty. Monitored and managed room inventory, room reservations, and accommodation requests to maximize occupancy rates and revenue. Supervised accounts receivable operations to optimize financial workflows. Liaised with the sales and marketing teams to develop strategies that enhanced customer engagement.

●Streamlined talent acquisition processes in collaboration with senior management.

LeTap Inn JFK Airport, Queens, NY October 2018 – February 2020

Director of Operations (Front Desk & Housekeeping)

Managed fiscal responsibilities by meticulously maintaining budgets and controlling expenditures to maximize financial performance. Procured essential supplies and technological equipment, ensuring operational efficiency and cost-effectiveness. Oversaw comprehensive training and onboarding of new employees to foster a high-performance team.

●Optimized staff productivity and hotel operations through development and implementation of detailed work schedules.

●Collaborated with various department leaders to enhance overall operational effectiveness and guest satisfaction.

Hotel Riu Montego Bay, Montego Bay, Jamaica April 2016 – August 2017

Front Desk Supervisor

Addressed and resolved complex guest issues, escalating to management as necessary, to maintain high levels of guest satisfaction. Conducted regular team meetings to communicate updates, discuss operational challenges, and foster a positive work environment. Prepared and reviewed daily reports on occupancy, rate variance, and guest feedback to identify trends and areas for improvement.

●Managed supply inventory and requisitions for front office supplies to ensure adequate stock for daily operations.

Iberostar Rosehall Beach Hotel, Montego Bay, Jamaica November 2013 – April 2016

Front Desk Supervisor

Oversaw front desk operations, ensuring efficient management of guest check-in and check-out processes. Coordinated with housekeeping and maintenance departments to ensure all rooms met hotel’s standards and guest expectations.

●Implemented policies and procedures to improve efficiency and provide exceptional guest experiences.

Additional Experience

Bi-Lingual Customer Service Rep, Delta Airlines, Montego Bay, Jamaica

Spanish Teacher – Head of Spanish Department, Mt. Alvernia High School, Montego Bay, Jamaica

Education

BA Degree Sam Sharpe Teacher’s College – University of West Indies, St. James, Jamaica W.I.

(CSEC) Diploma Ruseas High School, Hanover, Jamaica W.I.

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