Front Office Manager
Resume:
ANNA SIRUELO
GUEST SERVICE MANAGER
CONTACT
********@**.***
linkedin.com/in/asiruelo
OBJECTIVE
Dedicated and experienced Guest Service Manager seeking a challenging management position that will allow me to expand my knowledge, establish a cohesive work environment, fully utilize my training skills from previous experience, and improve guest satisfaction. EDUCATION
US Career Institute
2014-2015
Wedding and Event Coordinator
Cerritos College
2011-2012
Business Administration
Long Beach City College
2010-2011
Business Administration
EXPERIENCE
Guest Service Manager II
Wyndham Destination, Anaheim, CA
2018-2020
• Foster and maintain positive relations with owners, guests, HOA and all operational departments; Provide superior guest service, assistance, and resolution.
• Worked closely with Housekeeping, Maintenance Department and ECOLAB to ensure that quarterly deep cleans, room preventative maintenance and pest service/ inspection are completed.
• Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction.
• Responsible for hiring, onboarding, annual appraisal/evaluation.
• Motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans.
• Manage strict room inventory to achieve highest possible room occupancy.
• Own and manage the Internal Audit process; Ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures.
• Serves as Manager on Duty during the General Manager’s absence.
• Responsible for completing all front office managerial task and reports including scheduling to meet labor goals, purchasing according to target budget and closing department payroll bi-weekly.
• Grew the highest owner satisfaction rating for the entire property starting at 79% and peaking at 93% within 3 months.
• Achieved lowest associate turnover in the last 2 years.
• Developed and created logs to increase associate’s awareness of resorts activities and individual check-list to ensure that all assigned tasks have been completed at the end of their shift.
Administrative Assistant
2016-2018
• Assist the General Manager in preparing and gathering reports for the Quarterly and Annual Board Meetings.
• Responsible for taking meeting minutes when required and uploading it in the Association Governance website on a timely manner.
• Ensure accurate coding in accounting systems and any exceptions are correctly coded.
SKILLS
CUSTOMER SERVICE
PROBLEM RESOLUTION
LEADERSHIP SKILLS
INTERPERSONAL SKILLS
EXCELLENT TIME MANAGEMENT
SELF-STARTER
EXCELLENT ATTENTION TO DETAIL
EXCEPTIONAL TEAMWORK SKILLS
EXCELLENT COMMUNICATION
SKILLS
MICROSOFT OFFICE (POWERPOINT,
WORD, EXCEL)
• DATABASE PROTOBASE, MICROS
8700, FIDELIO, ENCORE, F.O.S.S.E
101 AND 102, OPERA 2.0-5.0,
EZLABORMANGEMENT, HOLIDEX
AND MARSHA, HOTSOS,
TIMESAVER, FOCUS, ADP, PAYMENT
GATEWAY, CONCUR, PEOPLE SOFT,
TRUSTYOU, IHOTELIER
• Guest service training: Signature
Training World Wide, People Notice,
Stay Real training, Priority Club
Recognition, Marcus Magic, IHG
Front Office Operational Training,
CPR, WVO Emerging Leader
Program, Count on Me Service,
F.O.S.S.E 101 AND 102,
• Balance and Process Accounts payable for Accounting department to process payment.
• Submit and reconcile expense reports.
• Assisted the front office, housekeeping and maintenance with monthly Inventory, setting pars and ordering supplies.
• Assisted General Manager with end of the month reports, obtain signature and submitted to the Corporate Office on time.
• Managed and purged lost and found every 30 days and updated the data base.
Assistant Guest Service Manager
The Garland, North Hollywood, CA
2010-2013
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Ensure that front office, guest service and PBX standard operating procedures and policies are in compliant.
• Ensured all rooms are accounted for. E.g. Rooms Out of Service, Room Move units are cleaned and returned to inventory. Release group rooms if not needed and all room are flipped clean at the end of the day.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Created detailed Standard Operating Procedures for the department and developed logs to track guest parking to ensure that parking fees were being posted.
Front Desk Supervisor
YHB Hospitality Group
Holiday Inn Long Beach Airport Long Beach, CA
2005-2008 /2008- 2010
• Ensures group rooming list are accurate and coordinate any group special requests.
• Direct the efforts of the front office, delegating work in a fair and equitable manner.
• Supervise performance, attendance, appearance and conduct of staff.
• Review, coordinates and overseas guest arrivals and departures.
• Ensures that all repeat customers receive their preferred accommodation type and requests.
• Assist Revenue Manager with reservations, Travel Agent Commissions, Flash Report, closing and balancing room inventory, forecasting and loading group blocks in the system.
Task Force Front Office Manager
Fairfield Inn and Suites by Marriott, American Canyon, CA 2008-2008
• Reviews and analyzes GSS reports weekly and shares this with all associates
• Responds to guest’s special requests, needs, problems, concerns, and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Monitor and control daily revenues and expenses ensure procedures are followed and proper controls are in place to minimize losses and expenses and maximize hotel profits.
• Assist General Manager in meeting and daily huddles and review all financial reports and Revenue management concerns weekly.
• Develop and implement controls for expense management. Utilized labor management tools to schedule and control labor cost.
• Rated # 1 with in the brand and region in July 2008.
Contact this candidate