Front Desk Office Manager
Resume:
Michael Loss
St. Louis, MO *****
***********@**.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Front Office Manager
Best Western St. Louis-Kirkwood/Route 66-St. Louis, MO April 2025 to Present
• Supervise and train front desk staff to ensure high standards of service and professionalism.
• Manage the scheduling of appointments and coordinate with other departments as necessary.
• Handle clerical tasks including data entry, filing, and maintaining accurate records.
• Provide excellent phone etiquette while responding to inquiries and directing calls appropriately.
• Proofread documents for accuracy and clarity before distribution or filing.
• Maintain an organized office environment, ensuring that all supplies are stocked and equipment is functional.
• Assist with patient check-in/check-out processes in a medical receptionist capacity when needed.
• Implement office policies and procedures to enhance operational efficiency. Sales Coordinator
Hampton Inn – St. Louis Downtown at the Arch-St. Louis, MO February 2025 to Present
Assist the Sales Manager and team with coordinating group bookings, event details, and sales contracts. Communicate with clients to ensure their event or group stay runs smoothly, from initial inquiry to final billing.
Maintain sales records, prepare proposals, and track booking details. Collaborate with the front desk, housekeeping, and banquet teams to ensure all departments are aligned with sales commitments.
Provide administrative support such as responding to emails, managing schedules, and preparing sales reports.
Sales Manager
Aimbridge Hospitality - Cambria Hotel-Chicago, IL
March 2024 to July 2024
• Effectively attain assigned sales and revenue goals as well as solicitation call goals.
• Proactively conduct solicitation calls conduct sales tours and entertain clients specific to Leisure SMERF Business Travel (BT) and/or Groups as applicable by property.
• Grow existing relationships with assigned accounts specific to Leisure SMERF Business Travel (BT) and/ or Groups as applicable by property.
• Monitor and evaluate trends within your market segment.
• Approach all encounters with guests and employees in an attentive friendly courteous and service- oriented manner.
• Adheres to Aimbridge Hospitality’s established regulations company standards sales standards and sales metrics related.
• Develop a full working knowledge of the operations and policies of the hotel and applicable departments.
• Maintain strong visibility in local community and industry organizations as applicable.
• May assist in implementing and/or participating in special promotions relating to direct sales segments i.e. sales blitzes etc.
• Attend daily/weekly/monthly meetings and any other functions required by management.
• Perform any other duties as requested by the General Manager or Director of Sales. Sales Manager
Hyatt Place Chicago-South/University Medical Center-Chicago, IL April 2023 to January 2024
• Proactively finding opportunities for business growth by securing the development of the existing portfolio, while simultaneously acquiring new accounts.
• Entertaining and conducting hotel inspections with partners.
• Engaging in weekly sale activities in order to secure the continuous growth of business. (Sales Calls, Site Inspections, Entertainment, Sales Blitz).
• Assisting to conduct extensive competitor research and maintaining excellent product knowledge of the Hotel.
• Understanding the DMC/Tour Operators needs in order to build “win-win strategic partnerships”.
• Liaising and working closely with the related operation departments ensuring guest’s expectations are being met.
• Achieving personal sales targets.
• Ensuring adherence to laws, regulations, and hotel policies.
• Assisting the team with any support that they require.
• Maintaining positive guest and colleague interactions with good working relationships.
• To ensure all employees maintain an updated awareness of Hotel product knowledge, current promotion, policy changes and appropriate internal communication.
• Manage team by being a role model and leader and
• Monitor junior associates’ performance and provide constructive feedback
• Provide adequate training to junior associates to support their development
• Focus on solution-oriented problem management
• Regularly run reports, manage database and keep financial records in line with company policy Senior Intraday Specialist, Workforce Management
Hyatt Global Contact Center-Omaha, NE
July 2021 to December 2022
• Research information and input information into IEX that it utilized to create short term forecasts (within 30 days).
• Load approved schedule changes into IEX, communicate overtime and downtime needs to Service Communities.
• Help develop and lead empowerment of the Intraday team.
• Determine workforce needs by intervals and make adjustments to staffing levels for Same-Day and future days.
• Monitor all work types and ensure department is meeting stated SLAs.
• Build and manage rules in EEM software.
• Demonstrate a commitment to Hyatt core values
Front Office Manager
Lodging Hospitality Management - Holiday Inn St. Louis/Forest Park-St. Louis, MO May 2021 to July 2021
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the IHG Rewards Program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests.
• Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
• Provide ongoing training and support to front desk agents.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Maintain all front desk related equipment and a par stock of supplies. Front Office Manager
Lodging Hospitality Management - Holiday Inn SW/Route 66-Sunset Hills, MO December 2020 to May 2021
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the IHG Rewards Program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests.
• Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
• Provide ongoing training and support to front desk agents.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Maintain all front desk related equipment and a par stock of supplies. Night Auditor
Hyatt Regency St. Louis at the Arch-St. Louis, MO
October 2019 to May 2021
-Assist guests with check in and check out processes (verifying registration, address and credit information, balancing bank, posting charges)
-Go above and beyond to provide assistance, assist with luggage, directions, wake up calls, future reservations, etc.
-Coordinate all guest requests, inform guests of hotel services, features, and room amenities.
-Train staff, coordinate onboarding
-Respond to the more complex questions and exceptions --Maintain Front Office Assistant Front Office Manager
Lodging Hospitality Management - Crowne Plaza Hotel-Bridgeton, MO August 2020 to November 2020
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the IHG Rewards Program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests.
• Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
• Provide ongoing training and support to front desk agents.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Maintain all front desk related equipment and a par stock of supplies. Service Specialist II
Edward Jones-St. Louis, MO
March 2019 to October 2019
• Assist in the account opening process
• Speak with several Fas/BOAs, walking them through opening/correcting accounts
• Account management, ensuring proper paperwork is filed within account
• Review accounts, checking and resolving any discrepancies
• Manage daily call volume
• Be knowledgeable about different types of investment/brokerage accounts Financial Services Representative
TD Ameritrade-St. Louis, MO
November 2018 to January 2019
-Contribute to the culture as a financial professional, answering client inquiries in a fun, fast paced, and innovative contact center setting
-Delivering great client service when answering inbound phone calls
-Handle the hard stuff - Take ownership and Tackle complex and challenging issues to resolve the client's needs.
-Help our client's grow - introducing clients to TD Ameritrade products and services
-Have a commitment to excellence - provide reliable information to our clients regarding their accounts
-Share ideas and feedback to help identify opportunities that will make client's experience better. -Learn the ins the outs of the Financial Services Industry -Earned SIE certification Lead Account Manager
Sonnek & Goldblatt, Ltd-Cincinnati, OH
March 2018 to July 2018
-Placing collection calls on delinquent accounts.
-Data entry
-Account management, ensuring that payments are timely made, and placing reminder calls when appropriate.
-Reviewing accounts, skip-tracing and referring to the legal department when necessary. -Drafting correspondence to debtors.
-Field incoming calls from debtors and provide requested information regarding the debt.
-Maintain a high level of confidentiality with all accounts.
-Supervision of junior collectors, and collaborating with attorneys and paralegals to develop appropriate strategies for collection on accounts, and working with the legal department to locate debtors and debtors' assets for collection purposes.
Collections Representative
Citi-Florence, KY
October 2017 to March 2018
- Work with customers on payment plan solutions to resolve delinquencies with cardholder
- Help clients avoid credit damage/bankruptcy
- Educate clients on how to rebuild their credit and maintain a healthy credit score
- Use a computerized system for tracking, information gathering, and/or troubleshooting
- Support my team in achieving our monthly repayment and service targets
- Take part in career development and skills training sessions
- Challenge myself and my team to go one better for clients and raise the bar for excellence incustomer service
Sales Manager
OneMain Financial-Florence, KY
December 2016 to October 2017
-Understand Business development and full cycle sales of personal loans, automobile loans and other credit related products
-Follow up on leads from customer inquiries (online or through customer service)
-Assist customers in making financial decisions to help them achieve their financial goals
-Learn all facets of direct consumer lending -Learn credit underwriting techniques and skills
-Manage servicing and collections activities
-Provide referral or walk-in customers with the proper loan products to fit their needs
-Accurately comply with company guidelines and procedures
-Educate customers on the terms and conditions of the loan to ensure a clear understanding -Network within the community to gain referral business
-Work as an individual contributor and as part of the team to achieve business/organizational objectives Front Office Supervisor
Hyatt Regency Cincinnati-Cincinnati, OH
June 2016 to December 2016
• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.
• Perform other duties as requested by management. Customer Service Representative/Sales
AT&T Mobility
November 2015 to June 2016
-Answer customer/client requests concerning services and products
-Report Problem Areas -Utilize various working systems and tools to initiate, assist, and service customers.
-Maintain working knowledge of all company products, services, and promotions.
-Make recommendations according to customers' needs.
-Utilize operational systems to process purchase of all products and services.
-Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.
-Was top 5% in sales for the center, and #1 on my team for Add-A-Line and DirecTV sales for 3 consecutive months.
Lead Gallery Host
Hyatt Place Champaign/Urbana-Champaign, IL
April 2014 to June 2016
• Training of all new Gallery Hosts
• Conduct huddles to ensure clear communication of the days events to all Gallery Hosts
• Food & Beverage inventory and ordering
• Management of FIFO process with Food & Beverage
• Conduct property tours for new hires and clients as necessary to assist the Sales department
• Oversee group reservations to ensure that they are pre-assigned and pre-keyed
• Initiate boards for Housekeeping in the AM
• Walk through of public areas and kitchen with follow-up report/checklist to management
• Responsible for overseeing proper meeting room set up/tear down for internal and external clients
• Act as MOD in the absence of management
• Inventory control of Gallery Host Stand supplies and kitchen supplies
• City Ledger follow-up notices
• Expedia/hotels.com billing
• Perform other duties as requested from management. Reservation Sales Agent
Hyatt-Marion, IL
October 2012 to January 2014
• To oversee the taking and processing of all rooms reservations according to hotel and company guidelines in close contact with the Global Contact Center.
• Deliver the highest standard of service to all customers. Guiding future guests through the reservations process from beginning to end.
• Answer telephone calls and emails in a prescribed and professional manner and manage call back lists to potential guests to qualify availability and book.
• To work with other Rooms Departments, checking room and room-type availability, to maximize room's sales, yield and average room rate through upselling and other inventory and rate management initiatives.
• To monitor accurate records for daily arrivals, no-shows, cancellations, advance deposits, and travel agent commission processing.
• To ensure the PMS & CRS is always updated and in line with all departments' requirements.
• To build strong relationships with all sources of bookings and work closely with the Front Office, Sales & Marketing Department as well as Director of Revenue in maintaining and developing these relationships.
• To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. Education
AA in Business Administration
Parkland College
2014 to 2016
Skills
• Budgeting
• Human Resources
• Sales
• Customer service
• Data analysis skills
• Conflict management
• Microsoft Word
• Strategic Planning
• Process Improvement
• Human resources
• LIFE INSURANCE
• Training & Development
• Workforce Management
• Management
• Accounting
• Communication skills
• ServiceNow
• Legal Drafting
• Front desk
• Quality Assurance
• Analysis skills
• Financial services
• Leadership
• Salesforce
• Office management
• Microsoft Office
• Interviewing
• Payroll
• Sales management
• Sales Management
• Cash handling
• OPERA
• Account Management
• Time management
• Office Management
• Workforce management
• Financial Services
• Account management
• Hospitality
Certifications and Licenses
Securities Industry Essentials
January 2018 to Present
driver's license
FINRA License
Contact this candidate