Front Office General Manager
Resume:
TINA SMITH
Cell Phone 347-***-****
Email ****.***********@*****.***
Experience
Hotel Hendricks, New York, NY June 2022–January
2024
Director of Operations (Promotion) January 2023-
January 2024
Director of Front Office June 2022-
December 2022
Assist General Manager in managing daily operations to ensure positive, safe and profitable working environment.
Ensure that employees follow the company standards, policies and strategies.
Assist General Manager in recruiting, training, payroll processing, performance evaluation, promotions, and termination of employees.
Coordinate with General Manager in planning short- and long-term projects, budgets, expense controls, schedules, and manpower.
Develop positive working relationship with all departments and ensure proper operational support.
Delegate daily work assignments and schedules for employees.
Maintain overall hotel responsibility for performing all duties in compliance with SOP’s.
Direct daily operations, including inventory, purchasing, customer service and cleanliness analysis.
Assist in developing plans for team activities to include strategy to achieve agreed goals and targets.
Oversee Front Office, Housekeeping and Engineering department.
Solicit guest feedback regarding hotel services and facilities and take corrective action to solve any reported deficiencies.
Work closely with the Chief Engineer to ensure the hotel is up to date with all building inspections and Fire and Life Safety requirements.
Hyatt Place Time Square, New York, NY July 2021–June 2022
Director of Front Office
• Oversaw daily operation of Front Office Department
• Handled payroll, scheduling and purchasing.
• Set goals and expectations using performance reviews to hold staff accountable for their performance.
• Assist with Fire Safety for the building, training new employees.
• In charge of cash handling, paid out, credit card transmissions, account receivables and chargebacks.
• Developed pre-arrival plans to ensure guest interaction and satisfaction was quick and efficient.
• Created incentive programs for employees to keep moral fresh and exciting while increasing revenues. Howard Hughes Corporation (South Street Seaport Restaurant’s), New York, NY August 2019- August 2020
Project Manager for Birchstreet
Develop Birchstreet’s database for inventory, customize reports, recipes and purchases at the South Street Seaport.
• Utilize Birch Street daily for budgeting, forecasting inventory and tracking payments at The Fulton and Malibu
Restaurants.
Conduct end of month F&B inventory and report findings to the VP of Accounting.
Train GM’s, Office Managers, Chefs, Vendors, Accounting and Purchasing Managers on how to utilize Birchstreet.
Tina Smith * Page 2
Duane Street Hotel, New York, NY August 2015–April 2019
Hotel Manager
Oversaw daily operation of Front Office, Housekeeping, Sales, Revenue, Engineering and Restaurant.
• Developed budget, capital expense and preventative maintenance program.
• Utilized Birch Street daily for budgeting, forecasting, purchases, tracking payments made to vendors and history orders.
• Lead Birch Street training for employees
• Handled P&L, payroll, scheduling and purchasing.
• Set goals and expectations using performance reviews to hold staff accountable for successful performance.
• Handled all guest inquiries including post response to TripAdvisor and Medilla reviews.
• Attended quarterly meetings with Area General Manager, CEO and Vice President to ensure standards, forecast and policies were up to par.
• In charge of all Fire Safety for the building, training new employees for onsite and conducted quarterly fire drills.
• Sourced appropriate vendors, negotiated best rates, oversaw purchase orders and authorized payments. CLUB QUARTERS ROCKEFELLER CENTER & JEWEL, New York, NY August 2014-August 2015
Assistant General Manager
• Oversaw daily operation of Front Office, Housekeeping, Sales, Revenue, Engineering and Restaurant, worked closely with the chef and kitchen staff.
• Handled payroll, scheduling, chargebacks and purchasing.
• Set goals and expectations using performance reviews to hold staff accountable. Citizen M Hotel, Opening Team, New York, NY Dec 2013-August 2014
Assistant General Manager
• Oversaw daily operation of Front Office, Housekeeping, Sales, Revenue, Engineering and Restaurant.
• Managed Lobby, Restaurant and Rooftop Bar.
• Handled payroll, scheduling and purchasing.
• Set goals and expectations using performance reviews to hold staff accountable. HILTON MANHATTAN EAST New York, NY May 2013-January 2014
Director of Front Office (Property sold)
• Oversaw daily operation of Front Office, PBX, Bellman, Concierge, Doorman and Restaurant.
• Attended union meetings when issues arose with staff.
• Developed pre-arrival plans to ensure guest interaction and satisfaction was quick and efficient.
• Created incentive programs for employees to keep moral fresh and exciting while increasing revenues. BELVEDERE HOTEL, New York, NY April 2012 to May
2013
Director of Front Office
• Oversaw daily operation of Front Office, PBX, Bellman, Concierge, Doorman and Restaurant.
• Attended union meetings as needed.
• Developed pre-arrival plans to ensure guest interaction and satisfaction was quick and efficient.
• Created incentive programs for employees.
MANHATTAN AT TIMES SQUARE HOTEL New York, NY Nov 2010 – April 2012
Front Office Manager (Property sold)
• Oversaw daily operation of Front Office, PBX, Bellman, Concierge and Doorman.
• Attended union meetings as needed.
• Developed pre-arrival plans to ensure guest interaction and satisfaction is quick and efficiently.
• Responded to all guest concerns that arose, analyzed service issues and identified trends.
• Set goals and expectations using performance reviews to hold staff accountable for successful performance. Tina Smith * Page 3
CLUB QUARTERS MIDTOWN & ROCKEFELLER CENTER New York, NY February 2006- November 2010
CLUB QUARTERS ROCKEFELLER CENTER New York, NY
Assistant General Manager (Promotion) June 2007-
November 2010
Part of Opening Team/Director of Front Office February 2006- June 2007
• Oversaw daily operation of Front Office, Housekeeping, Engineering and Restaurant.
• Handled payroll, scheduling and purchasing.
• Set goals and expectations using performance reviews to hold staff accountable for their performance.
• In charge of all Fire Safety for the building, training new employees and conducted quarterly fire drills.
• Arranged outside speakers on Health and Preventive Wellness to promote a healthy environment for employees.
• In charge of cash handling, paid out, credit card transmissions, account receivables and chargebacks.
• Handled violations and summons from FDNY and DOB attending court dates if needed.
• Assisted in developing budget, capital expense and preventative maintenance program. RAMADA PLAZA LGA HOTEL (Pomeranc Group Hotels) Queens, NY October 2003- February 2006
60 THOMPSON HOTEL (Pomeranc Group Hotels) NY, NY April 2002-October 2003
Director of Front Office/Revenue Manager (Promoted from 60 Thompson) 2003-2006 Part of Opening Team/Assistant Front Office Manager 60 Thompson Hotel 2002-2003
• Oversaw daily operation of Front Office, Concierge, Bellman, Reservations, PBX, Shuttle Drivers and Security.
• Handled booking and maintaining records for contracts pertaining to conference rooms.
• Maintained a high level of constant communication with airline management and attended semi quarterly meetings.
• Arranged outside speakers on Health and Preventive Wellness to promote a healthy environment for employees.
• In charge of cash handling, paid out, credit card transmissions, account receivables and chargebacks.
• Handled payroll, scheduling and purchasing
.
Education
NEW YORK INSTITUTE OF TECHNOLOGY, New York, NY Bachelor in Hospitality Management BERKELEY COLLEGE, New York, NY Associates Degree in Travel and Tourism Software and Licenses
• Microsoft Word, Excel, Birch Street, RCC, TSW, Sabre, MSI Fidelio, SMS, Galaxy, HMS, Light Speed, Opera, ONQ, Squirrel System, Aloha, Time Saver, ADP, Alice, HotSOS, Colleague Advantage, and Verizy
• FLSD, Fire Guard, CPR and TIPS
Awards & Recogniction
Recognized 2018 Hotel of the Year from Hersha Hospitality at Duane Street Hotel, New York, NY
Achieved 2017 Manager of the Quarter from Hersha Hospitality at Duane Street Hotel, New York, NY
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