Front Office Manager

Professional Summary

Skills

Experience

Joe Torres

619-***-**** ********@*****.*** San Antonio, TX 78233 Over the course of 19 years in hospitality I have had great opportunities to improve my management level skill set to provide exceptional customer service to exceed the needs of guests, build client relations and share my experience to mentor staff. I have learned this industry presents numerous tasks and duties simultaneously which can lead to high stress situations. Being in these situations has allowed me to keep a level head, remain calm and share the importance of communication, teamwork, organization and dedication.

• Building Morale • Customer Service Expertise • Attentive Service

• Problem Resolution • Employee Development • Guest Relations Management Knowledgeable in various PMS

systems, FOSSE, FSPMS OnQ,

OPERA, MAESTRO, LIGHTSPEED

• • Staff Supervision

Front Office Manager September 2023 - Current

Marriott San Antonio Airport, San Antonio, Texas

• Managed front office operations, ensuring efficient and smooth services for guests. Participated in recruitment efforts for front office personnel by conducting interviews and reviewing resumes of potential candidates.

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• Conducted regular performance evaluations for front office staff members, providing feedback on areas for improvement.

• Trained and supervised front office staff members to maintain high standards of customer service.

• Focus on emphasizing with the team, Intent to recommend scores, and other Marriott metrics.

• First in person BSA score of 91%

Assistant Front Office Manager July 2021 - September 2023 St. Anthony Hotel Luxury Collection, San Antonio, TX

• Developed and implemented policies and procedures for front desk operations.

• Conducted regular performance evaluations for front office staff members, providing feedback on areas for improvement.

• Scheduled staff shifts, taking into account individual availability and business needs.

• Resolved guest issues promptly, ensuring satisfactory outcomes for all parties involved.

• Collaborated with other department managers to address any concerns or inefficiencies in hotel operations.

• Assisted in hotel receiving their highest Marriott BSA score of 89.7% Independent Task Force Front Office Manager September 2020 - July 2021 Independent Consultant, San Antonio, TX

• Managed front office operations, ensuring efficient and smooth services for guests.

• Improved productivity after reviewing and modifying operations and workflows.

• Maximized employee performance with hands-on training and close mentoring.

• Provide immediate front office support with hotels in need of management. Front Office Manager July 2019 - October 2020

Hotel Contessa, San Antonio, TX

• Oversee scheduling within budgeted hours forecasted and occupancy

• Manage day to day operations ensuring guests expectations are met, along with adhering to Brand Standards

• Collaborated with other departments to help increase TripAdvisor ranking from 15th to 6th in San Antonio

• Facilitated training to help staff with empowerment leading to overall guest satisfaction.

• Assisted in training and developing current staff on how to better facilitate day to day operations

• Collaborated with management in helping restructure checklist to better support front office staff

• Supervise and oversee all Front office staff for a 265 room 4 Diamond Property

• Implemented weekly training in regards to aggressive hospitality to ensure the needs of our guests and hotel are exceeded. Task Force Front Office Manager September 2018 - July 2019 Independent Task Force Front Office Manager, San Antonio, TX

• Provided leadership support for various properties and hotel brands.

• Assisted in converting 3 Marriott hotels to Sonesta Hotels

• Provide front office support for hotels in need of immediate assistance with training and management.

• Restructured checklist to align with property.

Front Office Manager January 2018 - September 2018 Marriott Plaza San Antonio, San Antonio, TX

• Resolve any guest concerns that may arise either prior, during or post guests stay.

• Oversee staff scheduling in accordance with budgeted guidelines. Responsible for interviewing, hiring and on-board

training of new-hires.

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Front Office Supervisor June 2016 - January 2018

Hilton Palacio del Rio, San Antonio, TX

• Resolve any guest concerns that may arise either prior, during or post guests stay.

• Responsible for interviewing, hiring and on-board training of new-hires.

• Ensure appropriate brand service standards and goals are met. Proactively balance room inventory to maximize hotel profitability and ensure guest requests and guarantees were accommodated.

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• Manage day to day operations of the front office, concierge, PBX and valet.

• Closely work with HR to ensure Front Office/Guest Services were up to date with Hilton University Training

• Acted as PM and Overnight MOD

• Worked with FOM in creating a rooms control position and cross-train associate to monitor availability and guests requests Education

References

to maximize occupancy.

• Review all daily shift reports, review daily in-house guests ensuring credit is established. Certificate In Hospitality Sales And Marketing - San Diego Mesa College, San Diego, CA July 2019 Kent State University - Kent State University, Kent, OH December 2003 References available upon request

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