Front Office Customer Service

DEBORAH E. DEERING 774-***-****

Management Professional Highly motivated, forward-thinking Office Manager with 30 years of experience in management, reservations, customer service in the Hospitality industry and Scientific Educational community. Proven ability to build solid customer and employee relationships that lead to increased revenue. Track record for training and mentoring successful employees. In-depth knowledge of operations and management techniques with demonstrated success in developing and applying them to significantly benefit business. Provided leadership in all aspects of business, including recruiting, training, staff development, and customer service.

Management

Excellence in Customer Service

Influencing Decision Makers

Relationship Building

Proficient in Scheduling Systems

REFERENCES UPON REQUEST

Professional Experience

Resort and Conference Center at Hyannis

Front Office Manager (September 2017-March 2019)

Responsible for the effortless seamless movement of guests in and out of a 232-room hotel while providing exceptional levels of guest service throughout the guests’ stay by coordinating all Front Office activities of the hotel and maximizing profits of the hotel.

Extensive knowledge of hotels services and facilities.

Proven ability to develop trusting relationships and encouraging an open environment.

Excellent interpersonal and communication skills complimented by professional maturity and strong leadership skills.

Passion for Guest Services

Highly organized, results oriented with the ability to be flexible and work well under pressure.

Ability to handle a multitude of tasks and guest requests.

Marine Biological Laboratory

Housing Coordinator & Front Office Manager (March 1998-September 2017)

Responsible for all front office operations providing a high level of customer service to a very diverse population, while managing and directing 15 plus employees.

Responsible for the management of housing facilities, which include dormitories, apartments, houses, and cottages totaling 850 beds.

Responsible for the planning and organization of the housing assignment process for MBL research/educational programs and conferences.

Responsible for processing billing, cash payments, refunds and correspondence for 2000 plus clients consisting of Distinguished Scientists, Nobel Prize winners, Faculty, Students and Conference attendees.

This position requires extensive data entry and reporting with accuracy and attention to detail using multiple software systems.

Responsible for the training and direction of all office staff. In addition to working closely with other departments including Financial Services, IT and Maintenance.

Work closely with software vendors to identify and resolve problems with the software. As well as implement upgrades to systems.

Handle complaints and resolve conflicts related to Faculty, Staff, Students, Parents and Research Scientist.

Briarwood Resort

Reservations Manager & Resort Manager (1989-1998)

Managed Resort Operations for a 79- unit, 2-bedroom townhouse facility

Managed and scheduled Staff for housekeeping, maintenance and front desk.

Managed Reservations System for all private rental properties as well as the daily scheduling of timeshare units.

Reported to and worked closely with Board of Directors and the Home Owner Association

Worked closely with Home Owners and Timeshare Travelers to ensure excellence in customer relations.

Worked with Vendors, Advertising, Chambers of Commerce.

Technology Proficiencies

Microsoft Office Suite Windows 10 Opera Digital Rez Star Rez Web Rez Pro Excel Social Media Customer Relationship Management (CRM) Search Engine Optimization (SEO) Outlook Mozilla

Education

High School Graduate C.E.T.A Business Certificate in Office Management Cape Cod Community College

Contact this candidate