Front Office Manager, Office Manager, Director

Kevin Mugridge

Address: **** *** ****** ***, ***** Marlboro, MD. 20772

Phone: 435-***-**** Address: **********@***.***

LinkedIn: http://linkedin.com/in/kevin-mugridge-67aab05

Administrative / Front Office Manager – Customer Service / Coordination

An accomplished Administrative Professional dedicated to service and quality, with extensive experience in leading customer service, front office, and administrative operations. Established in organizing day-to-day functions, backed by solid calendar management, financial accountability, scheduling, task assignment, and phone and e-mail handling skills. Sees to fulfilling all basic and complex elemental requirements that need to be made available and present at any given situation for the smooth functioning of a professional setting. Leads top-notch customer support, having harnessed the ability to deal with service issues swiftly and escalations; . Functions as a liaison between staff and upper-management, by communicating and reporting ground data of on-site activities. Proven as a strategist for coming up with creative solutions for enhancing total organizational performance and is notable for undertaking multiple spectrums of tasks in the interest of the growth of any given role. A field-tested leader with an in-depth, comprehensive prowess in delivering transformational business results for clients and customers with expertise in coordination and communication. Has a track record of pitching ideas on areas of improvement, with solid administrative skills, effectively accelerating the metrics of any professional undertaking. Ensures the cooperation of team members with diverse backgrounds, perspectives, and talents to boost morale and accomplish company objectives. Exceptional communication, presentation & interpersonal skills with proficiency at grasping new concepts quickly and productively utilize the same, exceeding set expectations.

~ Coordinates multiple areas of management activities with a solid grasp of administrative functionalities ~

~ A results-oriented individual who excels in revealing client/customer needs, delivering solutions accordingly ~

~ Makes informed, data-driven business decisions, while establishing a multi-culturally positive work environment ~

Skill areas: w Customer Service w Administrative/Management duties w File management and Documentation w Coordination w Scheduling w Multi-line phone proficiency w Event organization w Drafting letters w WFM Management w Inventory Management w Budgets w Exceptional reception skills w Training and coaching w Persuasive communication w Microsoft Office w Creative and effective problem solver w Strong work ethic and discipline w Interpersonal skills w

PROFESSIONAL EXPERIENCE

State Plaza Hotel - Washington, DC (Mar 2018 – Present)

Front Office ManagerThe State Plaza is a 241 room hotel with 1,100 square feet of convention space.

Spearhead all Hotel Operations, maintaining brand standards in accordance with Standard Operating Procedures: Front Desk, Bell-Valet Services, Concierge, Personal Concierge, Food & Beverage, etc.

Manage VIP/Group arrivals, ensuring suites are assigned and ready, arrange amenity delivery, meet/greet and escort to suites, coordinate with other departments to ensure that all contractual needs are met.

Advise on Revenue Management strategies and control day-to-day inventory settings to maximize revenue and sellout efficiency.

Work with Sales/Catering to assist with Group and Corporate accounts upon arrival.

Oversee the Owner Relations Department for Condo Ownership.

Encourage and facilitate the development of leadership in employees by creating action plans and goals.

Resolve guest/member challenges and also Guests Assistance Files made against the hotel.

Evaluate schedules daily to ensure proper coverage due to changing business demands.

Interview candidates for employment and act as the chief decision maker in the selection process. Also, facilitate training for all newly hired and current employees retraining.

Coach employees annually to maximize employee potential and provide feedback for growth and development in their annual review process.

Ramada Plaza Marco Polo Sunny Isles, FL (May 2015 – Mar 2018)

Assistant General ManagerThe Marco Polo is a 509 room condo/hotel with 1,900 square feet of convention space.

Spearhead all day-to-day Hotel Operations, maintaining brand standards and follow Standard Operating Procedures: Front Desk, Bell-Valet Services, Reservations, Concierge, Personal Concierge, Housekeeping, Human Resources, IT, Owner Relations, Food & Beverage, Revenue Management, Sales and Recreation.

Manage other administrative areas: VIP/Group arrivals; collaboration with Sales/Catering teams; revenue management; inventory control; owner relationships; action plans and goals; guest/member challenges resolution; schedules; interview, hiring, onboarding, training, and mentoring; feedback; WFM; employee development.

Initiated incentive programs: Upsell/walk-in incentives – brought the company $5,000-$8,000 a month additional income.

Installed new PMS system (RDP): migrating to a Windows-based system, saving time for check-ins, which allowed us to retrieve information and check-in our guests much quicker.

CruiseOne Fort Lauderdale, FL (May 2005 – Present)

Owner Operator – Travel SpecialistCruiseOne is a full-service Travel Agency.

Helm all aspects of business, including marketing, sales, and customer requests.

Make professional, accurate, cost effective travel arrangements for clients; provide top-notch customer service.

Keep up to date with knowledge of vacation, tour, and cruise areas, tour packaging, preferred vendors, and in-house groups.

Proactively market, sell and consult with clients in regards to tours, cruise, air, car and hotel products, and all other related services.

Prepare detailed itineraries upon bookings to ensure the accuracy of reservations.

Collect fees and provide customers with travel documentation.

Exhibit company products and present seminars at consumer trade shows and industry functions.

Waldorf Astoria Park City Park City, UT (May 2012 – May 2013)

Director of Front OfficeThe Waldorf Astoria Park City is a 175 room hotel with 5,000 square feet of convention space.

Monitor and Finalize payroll for 50+ team members.

Interim Housekeeping Director in absence of Director.

Handle guest satisfaction in a high leisure market.

Manage VIP/Group arrivals, ensuring suites are assigned and ready, arrange amenity delivery, meet/greet and escort to suites, coordinate with other departments that all contractual needs are met.

Work closely with Sales/Marketing, Finance, and Revenue Management, attending Revenue Strategy, and Credit Meetings weekly.

Complete evaluations, write commendations, assist the team members in reaching their goals for advancement, and administering discipline as needed.

Manage room inventory for optimum suites available for Hotel sell outs.

Handle guest challenges, queries, and escalations.

Monitor and Control the Front Office budget and financials.

PRIOR EMPLOYMENT DETAILS

Hilton Bonnet Creek Orlando, FL Apr 2011 – May 2012

Assistant Director of Front Office

The Boca Raton Beach Club Boca Raton, FL Jan 2009 – Apr 2011

Front Office Manager

The Signature at MGM Grand Las Vegas, NV Oct 2006 – Jan 2009

Assistant Front Office Manager

Harbison-Fischer, Inc. Bakersfield, CA Dec 1998 – Jan 2006

Executive Assistant / Executive Office Manager

PROFESSIONAL DEVELOPMENT & CREDENTIALS

w Business & Computerized Accounting San Joaquin Valley College - Bakersfield, CA [1992]

Certifications:

•Opera (PMS) Trainer – MGM Signature Towers – 2007/2008

•Etiquette Trainer – MGM Signature Towers – 2007/2008

•Hospitality and Tourism Certification – Florida Atlantic University - 2020

Technical skills: PC, Apple, Microsoft Office Suite, Opera, SMS, RDP, HotSos, Delphi

Contact this candidate