Front Office Manager

Danielle Purschwitz

**** ********* *** • Amarillo, TX 79108

Cell: 615-***-**** • Email: *************@*****.***

Work Experience

NewCrestImage/ Embassy Suites Front Office Manager July 2019- Current

Manage front desk and valet team members.

Interview, hire and terminate the associates I oversee.

Oversaw registration and account settlement of guests.

Handled any guest complaints or concerns, and made sure guests left happy.

Participated in “Manager on Duty” shifts handling any kind of issue throughout the entire hotel or among departments.

Took on “Lobby Lizard” shifts where you greet and converse with every guest walking through the lobby of the hotel.

Assisted accounting with chargebacks and disputes from third parties and guests.

Scheduled staff based on forecasted occupancy and labor standards.

Put together trainings and incentives for employees.

Assisted in cross training amongst departments and different shift times.

Responded to guests’ comments via Salt and Guest Assistance scores and kept staff informed on changes.

Understood and enforced hotel procedures and made sure staff abide by these guidelines.

Took disciplinary actions if employees did not follow their training guides, unexcused absences, not assisting guests with the highest level of customer service, etc.

Maintained a professional appearance at all times.

Maintained standards of guest service quality and to increase the level of guest satisfaction.

Amarillo National Bank Customer Service Representative August 2018- July 2019

Open and close new accounts, make debit cards or cash cards, and open or redeem CD’s.

Make wire transfers for customers from their account to another bank.

Place stop pays on customer accounts.

Open and redeem safe deposit box contracts.

Start the fraudulent charge process and then hand over to the fraud department

Provide Notary Public service to both customers and non-customers.

Assist with bookkeeping questions, and help as needed.

Work closely with Manager/Supervisor on problem situations.

Amarillo National Bank Utility Teller November 2016- August 2018

Process customer deposits, cash withdrawals, loan payments, money orders, cashier’s checks, temporary checks and cash advances.

Assist with customer service in opening new accounts, making debit or cash cards, wires, stop payments, and opening and redeeming CD’s.

Assist with opening Health Savings accounts.

Open and redeem safe deposit box contracts.

Assist with foreign currency transactions.

Assist with collections and cattle drafts.

Complete weekly audit for Travelers Cheques and make sure it balances.

Provide Notary Public services to both customers and non-customers.

Yellow City Pet Supply October 2016-November 2016

Researched and expanded knowledge on available pet products.

Assist customers in selecting the appropriate products for their needs.

MidPoint Café and Giftshop Adrian, TX May 2016-October 2016

Worked alongside the owner to learn business management skills.

Stock and organize products in the giftshop.

Wait tables, run food, work cash register, or assist wherever needed.

Marriott Franklin, TN Front Office Supervisor April 2015-May 2016

Oversaw registration and account settlement of hotel guests.

Assisted in satisfying guest requests and resolving guest problems/complaints.

Supervised and trained new hires and helped with development.

Supervised and performed Front Desk agent, Bell person/Van Driver, and “At Your Service” answering service

Kept track of Guest Service Satisfaction scores and posted weekly updates for staff to see.

Worked with agents and made sure the shift checklist was being completed.

Understood and enforced the hotels safety policies and procedures.

Ensured agents are in uniform and wearing name tag.

Embassy Suites Franklin, TN Assistant Front Office Manager Nov. 2013-April 2015

Maintained a high quality of services offered to guests through management for reservations, guest registration, bell services, telephone service and quest accounting to maintain established operational standards and maximize profits of the hotel.

Assisted in the hiring or termination process; and with employee evaluations.

Supervised and trained new hires and helped with development.

Made the schedule based on labor standards and forecasted occupancy.

Maintained standards of guest service quality and to increase the level of guest satisfaction.

Understood and enforced the hotels procedures and policies.

Took responsibility for assigned employees in the absence of the Department Manager, assigned work, and ensured proper performance of assigned employees.

Made sure staff used guest interaction skills and rewarded employees who met or exceeded guest expectation.

Participated in the preparation of the annual departmental budget.

Received departmental related guest complaints and ensured corrective action was taken.

Assisted in other departments as needed.

Embassy Suites Franklin, TN Guest Service Representative April 2013- Nov. 2013

Displayed good customer relation skills and took initiative to greet guests in a friendly manner.

Registered and assigned rooms to guests, computed bill, collected payment and made changes for guests, posted charges such as room and food/drink.

Be alert and followed all company safety and security policies and procedures.

Trees N Trends Third Key Manager June 2012-April 2013

Supervised and trained new employees, and made sure daily duties are completed.

If opening the store, counted cash drawers and safe, did paperwork and prepared the drawers for the new day. Took deposit to the bank and took weekly paperwork to the post office. If closing, printed off closing paperwork and took cash drawers to the office.

Handled returns made to the store.

Made sure costumers were happy with their purchases.

Trees N Trends Costumer Service June 2010-June 2012

Rang people up with their purchases.

Un-boxed and processed any new inventory.

Assisted customers in finding certain merchandise.

Kept register area neat, clean and organized, as well as any other area of work.

Education

Columbia State Community College

Associates of Science Two Year Degree May 2013

Independence High School May 2010

About Me:

I am a hard worker and dedicate myself to my career. My reputation among my co-workers and the company I represent mean the most to me; it drives my success. I yearn to meet any goal placed in front of me whether it be work or personal. I do not stop pushing myself to meet said goals. I believe there is always room for growth and improvement in all accepts of life. I enjoy working for a company that has its client’s best interest at heart. I am a people pleaser and enjoy putting my bubbly personality to use.

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