Front Office Manager
Resume:
Over the course of ** years in hospitality I have had great opportunities to improve my management level skill set to provide exceptional customer service to exceed the needs of guests, build client relations and share my experience to mentor staff. I have learned this industry presents numerous tasks and duties simultaneously which can lead to high stress situations. Being in these situations has allowed me to keep a level head, remain calm and share the importance of communication, teamwork, organization and dedication. I am highly self-motivated, a self-starter, a motivator and decision maker.
● Supervise and oversee all Front office staff for a 265 room 4 Diamond Property.
● Implemented weekly training in regards to aggressive hospitality to ensure the needs of our guests and hotel are exceeded.
● Resolve any guest concerns that may arise either prior, during or post guests stay.
● Oversee staff scheduling in accordance with budgeted guidelines.
● Increased overall Tripadvisor rankings along with overall service scores in relation to brand standards.
● Responsible for interviewing, hiring, created new-hire training binder. for all front office staff, bellman, concierge and PBX.
● Provide immediate hotel front office support to hotels in need of training, development, staffing/leadership
● Ensure appropriate brand service standards and goals are met.
● Proactively balance room inventory to maximize hotel profitability and ensure guest requests and guarantees were accommodated.
JOE
TORRES
6926 Elusive Pass, San Antonio,
TX 78233
adk6py@r.postjobfree.com
PROFESSIONAL SUMMARY
SKILLS
● Excellent customer service skills ● Ability to think outside the box and problem resolution
● Staff training and development
● Team building, supervision and
mentorship
● Effective communication ● Various PMS knowledge FSPMS, FOSSE, OPERA, MAESTRO
● Part of pre-opening and closing
team for hotels
EXPERIENCE
Front Office Manager
Hotel Contessa San Antonio, TX
July 2019 – Nov.
2020
Task Force Front Office Manager
PHM Management Dallas, TX
September 2018 - September 2019
● Assist the leadership team in developing training/service guidelines for current and new employees.
● Work closely with staff, with an emphasis on guest service, increase service scores and problem resolution on first contact and follow-up.
● Partnered with accounting staff, to ensure adjustments, billing and routing were accurate for daily reports
● Provide hotel front office support to hotels in need of staffing, training, development or leadership roles.
● Knowledgeable in multiple Front Office PMS systems to be able to step-in immediately.
● Conduct daily stand-up and training topics with staff to proactively promote problem resolution
● Worked closely with various departments to help fill the disconnect between departments to ensure we all worked together.
● Providing a mentorship role to leadership and front line associates.
● Worked closely to ensure any staffing concerns are addressed and proactively corrected.
● Actively involved in overseeing front office, concierge, AYS, bellman and valet.
● Oversee scheduling, interviewing, disciplinary action, hiring and implementing new-hire training programs.
● Responsible for responding to online reviews, GSS surveys and resolve any alerts via Customer Care from Marriott.
Steadily increased the overall GSS scores month over month in relation to intent to recommend, overall guest satisfaction and arrival/departures scores to be in the top 50% of all brands.
● Worked diligently with the revenue manager to ensure the designated "new room pool" was set up accurately to reflect our 248 room property layout.
● First hotel in San Antonio to offer PURE Wellness Rooms, which were medical grade in room air filtration systems installed to remove particles from air and surfaces treated to minimize bacteria growth. Front Office Supervisor June 2016 – Jan. 2018
Hilton Palacio del Rio San Antonio, TX
● Responsible for working with HR to ensure all current and new-hire employees are up to date with Hilton University Training.
● Acted as PM MOD and Overnight MOD, worked closely with Loss Prevention to ensure all safety and incident reports were completed.
● Worked with FOM in creating a rooms control position and cross training 2 associates to better understand and monitor room availability and guests requests to maximize occupancy.
● Review all daily shift reports, review credit and ensure proper group billing was routed correctly.
● Review daily adjustments and rebates with accounting to ensure the front office was properly trained in using the appropriate adjustment codes.
● Research all guest surveys both positive and negative to coach, celebrate and gather information to better respond to guests.
Certificate in Hospitality Sales and Marketing
Certification in Managing Front Office Operations
Task Force Front Office Manager
Strategic Solutions Partners West Chester, PA
November 2018 - July 2019
Director of Front Office Operations
Marriott Plaza San Antonio, TX
January 2018 - September 2018
EDUCATION
Hospitality and Tourism
San Diego Mesa College, San Diego, CA
May 2003
Hospitality and Tourism
Kent State University, Kent, OH
December 1999
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