Front Desk Operations Manager

Vitalis Mbaka

Jonsboro, AR *****

870-***-****

************@*****.***

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Skills

Work History

Front Desk Agent

Fortune Inn and Suites, Jonesboro, AR October 2022 - Current Store Manager

Five Below, Jonesboro AR August 2021 - September 2022 Front Office Operations Manager

Intercontinental Hotels Group, San Francisco,

CA

May 2020 - June 2021

Apartment Concerige

Chorus Building, San Francisco, CA February 2018 - April 2020

• Report Generation • Credit and cash payments

• Automated telephone systems • Information Protection

• Room assignments • Guest Relations

• Safety and security procedures

• Answered customer telephone calls promptly and appropriately handled needs.

• Welcomed each new arrival pleasantly and confirmed reservations and identification. Took reservations over phone, in person, and via computer for guests and provided

• confirmation information.

• Answered multi-line phone system and enthusiastically greeted callers.

• Greeted visitors and customers u

• Collected room deposits, fees, and payments.

Oversaw fast-paced front desk operations and guests' needs a to uphold polished company

• image.

• Supervised guests at front counter, answering questions regarding products. Set effective store schedules based on forecasted customer levels, individual employee

• knowledge, and service requirements.

• Completed point of sale opening and closing procedures.

• Approved regular payroll submissions for employees.

• Coached employees through day-to-day work and complex problems. Managed files and records for clients and adhered to safety procedures to prevent breaches

• and data misuse.

Supervised and guided new employees and responded quickly to questions to improve

• understanding of job responsibilities.

• Reconciled end-of-day reports to determine accurate billing and payment processing.

• Maintained front desk's concierge book to provide visitors with access to relevant local Languages

information.

Remedied issues quickly and effectively through active listening, conflict resolution, and

• dynamic communication skills.

• Maintained high level of professionalism and discretion when dealing with guests.

• Assisted with luggage handling, valet services and concierge services. Contacted previous guests and potential visitors via email with information on events and

• hotel to build clientele base.

• Managed check-in and check-out procedures for guests.

• Handled customer complaints to satisfy and retain guests. English

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