Front Office Desk

Thomas Franklin

Los Angeles, CA *****

PROFESSIONAL SUMMARY

Versatile overnight guest services manager with extensive years of experience in the hospitality industry, specializing in front desk operations and team leadership. Proven track record in enhancing guest satisfaction through effective complaint resolution and strategic collaboration with departments. Skilled in managing hotel revenue and occupancy metrics, consistently achieving high performance in guest services and operational efficiency. Proven ability to manage guest check-ins and check-outs, handle high-pressure overnight shifts, and coordinate effectively with housekeeping, security, and other departments to ensure seamless operations. Skilled in performing night audit procedures, reconciling daily revenues, and generating financial and occupancy reports. Known for strong guest communication, timely resolution of complaints, and maintaining a high standard of customer satisfaction. Demonstrates excellent leadership in supervising overnight staff and ensuring a smooth guest experience from arrival to departure. Based in Los Angeles, CA, and fully authorized to work in the United States. Available to interview any time from next week, Monday through Friday, with prior notice of 24 to 48 hours. No upcoming vacation plans and able to start immediately if offered a position.

EDUCATION

Bachelor's degree in journalism. William Allen White School of Journalism, University of kansas-Lawrence, KS September 1998 to May 2001

Associate's degree in General Studies. Independence Community College-Independence, KS September 1996 to May 1997

SKILLS

Team management (4 years)

Supervising experience (6 years)

Guest services (6 years)

Leadership (7 years)

Accounting (1 year)

Office management (4 years)

Cash handling (10+ years)

Hotel management (3 years)

Front Office (7 years)

Hospitality (7 years)

Customer service (10+ years)

Budgeting (2 years)

Revenue management (3 years)

Cash handling (10+ years)

Hospitality (6 years)

Team Management (4 years)

Night Audit (7 years)

Accounting (4 years)

Guest relations (7 years)

Hospitality management (2 years)

Microsoft Outlook (7 years)

Singing (10+ years)

Guest Service (7 years)

Personal Assistant Experience (2 years)

Hotel experience (6 years)

Customer Service (10+ years)

Hotel experience (7 years)

Event Planning (2 years)

Public Relations (2 years)

Reception (7 years)

Front Desk (7 years)

Budgeting (Less than 1 year)

Leadership (5 years)

Guest relations (6 years)

EMPLOYMENT HISTORY

Overnight guest services manager

The Hoxton-Los Angeles, CA Dec 2024 – Jun 2025

Managed front desk operations, overseeing a team of XX staff members and ensuring smooth check-in/check-out processes for guests.

Collaborated with the housekeeping department to ensure timely room availability for incoming guests, reducing wait times by XX minutes on average.

Maintained accurate records of room inventory, occupancy rates, and revenue data to inform strategic decision-making.

Resolved guest complaints promptly and effectively, achieving an average resolution rate of XX% within 24 hours.

Assistant Front Office Manager/ Overnight Manager

Mondrian Los Angeles-West Hollywood, CA Mar 2024 – Dec 2024

Oversaw the entire property overnight.

Collaborated with the hotel manager to develop and implement strategies for improving guest satisfaction.

Managed front desk operations, including check-in/check-out procedures, reservations, and guest inquiries.

Handled guest complaints or issues promptly and effectively, resolving conflicts to ensure customer satisfaction.

Prepared reports on key performance indicators such as occupancy rate, average daily rate (ADR), revenue per available room (RevPAR), etc.

Overnight Manager

Downtown L.A. Proper Hotel-Los Angeles, CA Jan 2024 – Mar 2024

Managed nightly operations and assignments of the front office staff; scheduled, planned, and assigned work.

Developed and communicated departmental strategies and goals. Communicated and enforced policies and procedures.

Recommended and/or initiated disciplinary or other staffing/human resources-related actions following Company rules and policies. Alerted management of potentially serious issues.

Monitored Overnight staff to ensure guests receive prompt, professional attention and personal recognition.

Ensured guests were greeted upon arrival.

Responded appropriately to guest complaints.

Implemented appropriate service recovery guidelines to ensure total guest satisfaction.

Scheduled and regularly conducted routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.

Developed action plans to correct any deficiencies.

Monitored inventory and reported any discrepancies to the Director, Front Office.

Analyzed guest satisfaction data and developed and implemented plans to achieve established goals related to guest satisfaction scores, front desk activities, etc.

Maintained procedures for securities of monies, credit, and financial transactions, and guest security.

Check billing instructions and guest credit for compliance with the hotel credit policy.

In coordination with the Guest Relations department, developed and maintained relationships with local fire, police, and emergency services.

Assisted in managing hotel revenue generation and maximization through full utilization of company systems, business processes, and specifications.

Promoted teamwork and quality service through daily communication and coordination with other departments.

Key departmental contacts include Accounting, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

Assisted with any Housekeeping needs as necessary.

Interacted with outside contacts such as Guests (to ensure their total satisfaction), Regulatory agencies (regarding safety and emergency matters), and Other contacts as needed (professional organizations, community groups)

Performed other duties as assigned.

May served as “manager on duty” as required.

Reason for Gap: Seeking better roles.

Overnight Manager

Tommie hollywood Hotel; Hyatt jdv-Hollywood, CA Oct 2022 – Sept 2023

Managed the entire property and the overnight team at the property.

Ran all e.o.d. procedures; processed credit authorizations, deposits, forecast reports, as well as all front office operations ( check-ins, check-outs, made reservations) and daily correspondence with the entire property, with all things concerning overnight.

Placed inventory orders, closed out, and analyzed the revenue of the on-site cafe revenue and associate sales.

Night Auditor/Front Desk Supervisor

Beverly Hills Marriott-Los Angeles, CA May 2020 – Oct 2022

Managed overnight front desk operations, ensuring smooth guest check-ins, check-outs, and handling late-night guest requests.

Performed nightly audit procedures using Opera PMS, including balancing daily revenues and reconciling accounts.

Generated and distributed end-of-day financial and occupancy reports to management and relevant departments.

Supervised and supported front desk staff, providing guidance during overnight shifts and addressing any escalated guest concerns.

Ensured accuracy of guest folios and transactions, and resolved billing discrepancies in a timely and professional manner.

Night Auditor

Cal Mar HotelSuites-Santa Monica, CA Jul 2019 – Apr 2020

Greeted guests upon arrival, checked them in, and provided them with any information they needed to enjoy their stay.

Audited and balanced reports from the day shifts.

Scheduled guest wake-up calls and reservations for the following day.

Verified that all EOD work has been performed by other departments.

Responded to guest inquiries, concerns, and complaints as needed.

Reason for Gap: Seeking better roles.

Night Auditor/Front Desk Agent

Wyndham On the Pier-Santa Monica, CA Apr 2017 – Sept 2018

Greeted guests upon arrival, checked them in.

Provided guests with any information they need to enjoy their stay.

Audited and balanced reports from the day shifts.

Scheduled guest wake-up calls.

Scheduled reservations for the following day.

Verified that all EOD work has been performed by other departments.

Responded to guest inquiries, concerns, and complaints as needed.

Night Auditor/Front Desk Agent

Sierra Lodge-Mammoth Lakes, CA Aug 2016 – Apr 2017

Greeted guests upon arrival, checked them in, and provided them with any information they needed to enjoy their stay.

Audited and balanced reports from the day shifts.

Scheduled guest wake-up calls and reservations for the following day.

Verified that all EOD work has been performed by other departments.

Responded to guest inquiries, concerns, and complaints as needed.

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