Front Office Operations Manager

Viola Hoxha

904-***-**** ************@*****.*** Miami, FL

PROFESSIONAL SUMMARY

Demonstrates strong expertise in managing room operations, optimizing guest satisfaction, and ensuring exceptional service standards. Possesses solid work ethic and conscientious approach to maintaining order and efficiency in all tasks. Skilled in driving team performance, overseeing front office operations, and implementing effective policies to enhance overall guest experience. Brings comprehensive knowledge of revenue management, staff training, and quality control to role of Director of Rooms.

SKILLS

Operations management Staff development Team leadership Scheduling Scheduling coordination Housekeeping standards Complaint handling

EXPERIENCE

GENERAL MANAGER, Miami, FL

Mint House, July 2023-Present

Spearheaded operations for apartment residential condos (>$1.2M annual revenue) functioning as a luxury hotel, managing 6 onsite and 30 remote employees, including 5 managers

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Optimized inventory management and pricing strategies, consistently achieving maximum occupancy and high average daily rates (ADR)

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• Lead marketing, sales, and operational initiatives to achieve business plan objectives Developed and delivered comprehensive management reports to Regional GM on operational performance, trends, and variances

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Oversaw all HR functions, including employee training, development, performance management, and compliance with associations

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• Maintained strong relationships with stakeholders, ensuring operational excellence and guest satisfaction

• Fostered a cooperative work environment across all managed properties OPERATIONS MANAGER, Miami, FL

Nobu Eden Roc, December 2021-July 2023

Promoted within 6 months from Guest Experience Manager to Operations Manager for a 260-room luxury hotel, overseeing housekeeping, front office, guest services, maintenance, and food & beverage

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Directed a team of 20, increasing productivity by 10% through improved operational procedures and streamlined workflows

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• Reduced operational costs by 15% within 6 months through process optimization and efficiency improvements Implemented performance management strategies that resulted in a 20% increase in employee satisfaction and retention

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Collaborated with cross-functional teams to achieve a 25% revenue increase and a 30% improvement in guest satisfaction

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AREA DIVISION MANAGER, Miami, FL

Sextant Stays, June 2020-December 2021

• Oversaw operations for 1000+ short-term rental units (>$17M annual revenue) across two cities

• Managed a team of 15+ employees, providing mentorship and guidance to achieve team objectives Collaborated with engineering to ensure timely resolution of maintenance issues, prioritizing guest and employee safety

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Consistently exceeded guest satisfaction expectations through proactive issue resolution and superior customer service

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• Negotiated favorable contracts with vendors, optimizing costs and enhancing operational efficiency

• Successfully onboarded new properties, ensuring efficient and timely openings DIRECTOR OF HOUSEKEEPING, Portland, OR

The Nines, a Luxury Collection Hotel, October 2017-June 2020 Managed housekeeping operations for a 331-room luxury hotel, consistently exceeding Marriott Luxury Collection brand standards and guest satisfaction targets

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• Led and developed a team of 50+ employees, including supervisors and managers

• Conducted regular facility inspections and reported findings to the Director of Rooms

• Streamlined administrative processes, including payroll, ordering, and inventory management

• Implemented new scheduling strategies, resulting in improved room attendant productivity

• Provided monthly financial reports, including variance analysis and key performance indicators (KPIs) Developed and implemented incentive programs to improve cleanliness scores, resulting in a 2% year-over-year increase

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• Consistently achieved top scores on Marriott Brand Standard Audits for Luxury Collection standards HOUSEKEEPING MANAGER, Portland, OR

The Nines, a Luxury Collection Hotel, January 2016-October 2017

• Communicated regularly with other departments such as Front Desk or Maintenance in order to coordinate efforts.

• Successfully managed a team of 10 housekeeping staff, demonstrating strong leadership and organizational skills.

• Developed strategies to improve efficiency within the department while maintaining high standards of cleanliness.

• Trained new employees on proper cleaning techniques, safety protocols, and customer service standards. FRONT OFFICE SUPERVISOR, Portland, OR

The Nines, a Luxury Collection Hotel, January 2014-January 2016 Coordinated with other departments within the hotel regarding day-to-day tasks and special requests made by guests .

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• Managed front desk operations, including check-in and check-out procedures and guest services. Ensured that all safety protocols were adhered to by the front office team members at all times during their shift duties.

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HOUSEKEEPING SUPERVISOR, Portland, OR

The Nines, a Luxury Collection Hotel, January 2012-January 2014

• Supervised employees in daily process of cleaning vacant and stay-over guest rooms.

• Trained new employees on duties and responsibilities of department.

• Inspected vacant and cleaned rooms to verify best possible presentation to guests.

• Provided guidance and support to housekeeping staff as needed. TURNDOWN ATTENDANT, Portland, OR

The Nines, a Luxury Collection Hotel, January 2011-January 2012

• Consistently provided superior customer service while ensuring complete satisfaction of guests' needs.

• Demonstrated knowledge of proper room set-up and turn down procedures as well as safety protocols.

• Communicated effectively with other departments regarding special requests from guests. WEBSITE, PORTFOLIO AND PROFILES

http://www.linkedin.com/in/viola-hoxha-48333350

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