Front Desk Guest Service
Resume:
Melissa Sininger
*******.********@*****.***
Phoenix, AZ
Professional Summary
Dynamic and detail-oriented Manager with over 11 years of experience overseeing administrative operations and providing exceptional support to executives, teams, and guests. Adept at managing office resources, implementing efficient workflows, and maintaining a positive, organized environment. Proven expertise in budgeting, scheduling, office coordination, and employee management, while ensuring smooth day-to-day operations. Strong communication and interpersonal skills, with a commitment to improving business processes and fostering a productive work atmosphere.
Experience
Director of Rooms
Hilton Phoenix Airport
02/2020 to 02/2025
Oversaw dynamic team of 50+ employees to include front desk, transportation and housekeeping, ensuring seamless coordination between departments and resolving operational challenges efficiently.
Acted as the primary liaison between executives, department heads, and external partners to ensure alignment and smooth execution of business goals.
Managed budgets, negotiated vendor contracts, and optimized cost savings while maintaining quality service.
Led cross-functional initiatives to improve guest experience and streamline administrative processes.
Assisted in HR-related administrative tasks, including onboarding and personnel coordination.
Front Office Manager
Hilton Phoenix Airport
11/2014 to 02/2020
Oversee all guest service operations, including front desk, reservations, PBX and transportation services to ensure quality and guest satisfaction.
Implemented and enhanced Guest Service training and guest recovery skill sets for our team which increased our hotel’s Americas ranking with Hilton Worldwide from 76 to 12 (Top 6% Hilton ranking of 280 full service Hiltons).
Ensure compliance to various brand standards and manage a staff of 15 associates.
Provide swift resolution to guests with issues to retain customer loyalty and complying with company policies.
Banquet Manager
Crowne Plaza Hotel Phoenix AZ
07/2011 to 11/2014
Managed and coordinated all aspects of banquets and special events resulting in successful execution of over 175 events annually.
Led a team of 15+ banquet staff to plan and executed weddings, conferences and social events with up to 350 guests, resulting in positive client feedback and repeat business.
Collaborated with clients to customize event details, including menu planning, décor and scheduling, resulting in a 95% satisfaction rate.
Bartender Supervisor
W Hotel Scottsdale AZ
06/2011 to 07/2013
Oversee all areas of bar operations from inventory management, cash handling, product presentation and training new staff.
Built strong rapport with guests to ensure high levels of guest service and social etiquette.
Demonstrated a high level of product knowledge of wine and drinks.
Coordinate and oversee private group functions for over 300 guests while supervising bar and restaurant staff.
Executive Administrative Assistant
Integrated Merchants, Phoenix AZ
02/2009 to 06/2011
Managed a staff of 20 employees while overseeing all areas within the company including callers, sales teams, ISO’s and affiliate rooms.
Restructured and implemented a working system that optimized performance by substantially improving quality and flow of operations between agents, affiliate rooms and business owners.
Provided one on one support and training for over 500 agents working within the program.
Collected and negotiated accounts payable and receivable to ensure payment of services.
Input and updated all new agent information into the database, created agent Id numbers and agent websites.
Skills
Hotel management, organizational, projects management and analytical skills.
Proven abilities in problem resolution, strategic planning, budgeting, improving efficiency of operations and team building.
Advanced computer skills including proficiency with a wide range of Microsoft applications (Excel, PowerPoint, Outlook, Word, DELPHI, Micros, POSitouch and OnQ.)
Education
Bachelor of Science-Tourism Development and Management
Arizona State University, Phoenix AZ
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