Front Office Manager

Rachel Brasil

East Hanover, NJ 973-***-**** adgxvf@r.postjobfree.com www.linkedin.com/in/rachelbrasil I am a detail-oriented problem solver with 3+ years of experience utilizing my communication abilities to work with colleagues to create positive customer experiences. Through improved procedures and consistent employee training, I developed a management style that resonated and delivered consistent results. Based on this, I was asked, on 3 separate occasions, to participate on task forces to address and rectify staff situations at prominent property locations in the United States. I am now seeking a position where I can leverage my experience and skills to help an organization optimize its operations by working with different partners to anticipate needs, improve processes, and capture efficiencies.

Experience

Marriott International, Chicago, IL Jan 2019 – Mar 2020 Assistant Front Office Manager

● Promoted into this new role, at this larger property, based on my previous efforts on the task force.

● Onboarded and continued to train 15 front office associates, managed the gift shop, and continuously worked to improve processes and anticipate our guests’ needs.

Our guests’ satisfaction scores rose by 40% and employee turnover was at its lowest level in years.

● Maintained the payroll, accounts receivable and labor reports for 3 different departments to guarantee our costs were in line with our budget targets.

● Oversaw all of the staff scheduling and encouraged their growth to help them achieve their professional goals. Marriott International, Saddle Brook, NJ Jun 2017 – Jan 2019 Front Office Supervisor (Dec 2017 – Jan 2019)

● Promoted to this role to manage 4 associates, front office operations, the gift shop, as well as additional responsibilities of running labor reports, scheduling the staff, and overseeing weddings and banquets.

● Coordinated across 4 business segments (food and beverage, housekeeping, engineering, and sales) to improve our internal communications and the guests’ experience.

Guest satisfaction scores rose by 20% driven by these streamlined operations and a stricter attention to the company’s brand standards.

● I was sent to a 500-room, Minnesota airport property as part of a task force to turn their operations around.

Retrained 15-20 associates on customer service skills, set up checklists to maintain consistency, and successfully lowered the turnover rate and increased the property’s ratings.

● Afterwards, I was sent to a Chicago location for 3 months after a management change at that property. Hired 10 new employees and began training them when I was asked to work there full-time. Manager-In-Training (Jun 2017 – Dec 2017)

● Started at this Marriott where I received excellent training in every area of the business including front office operations, housekeeping supervision, gift shop management, pricing, and inventory maintenance.

● Hand selected, after 3 months, to participate on a task force for a Philadelphia property that was struggling.

Improved the overall situation at this location by successfully retraining the staff. Heaven A Hair Boutique, Florham Park, NJ Apr 2017 – Jun 2017 Receptionist

● Began my career at this busy, high-end salon as the face of the business coordinating the calendars of 10 stylists and working with clients to ensure a positive experience.

● Brought in new business by answering prospective clients’ questions and explaining our services to determine what would best fit their needs.

Education Skills Interests

Montclair State University, Montclair, NJ May 2017 Bachelor of Science; Business Administration, Management; Minor; Communication Studies Proficient in Microsoft Office Suite, Google Suite, Salesforce, ADP payroll, PMS, MARSHA, and MICROS I enjoy running, cooking Mediterranean food, reading non-fiction books, and watching inspirational movies

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