Front Office Desk

Tonee Dang

**** *** **. **** ***, Miami Beach, FL 33139

*********@*****.*** 773-***-****

Objective

Highly skilled and results-driven hospitality professional with over 10 years of experience in luxury service environments. Seeking a leadership role to leverage my expertise in team management, guest relations, and operational excellence to consistently deliver world-class guest experiences and exceed organizational goals.

Summary of Qualifications

Over a decade of front office management experience in luxury hospitality, leading teams of up to 28 staff.

Expertise in handling high-volume operations, with 888+ check-ins/check-outs, reservations, and guest inquiries.

Proven track record of maintaining high guest satisfaction scores, with a focus on Forbes Standards, FHR, and Tab Plus clientele.

Strong leadership and team-building skills with the ability to inspire and drive performance.

Experienced in streamlining operational procedures to enhance service efficiency and staff productivity.

Highly organized and detail-oriented; ensures accuracy in guest records and financial transactions.

Proficient in hotel and security software including Opera Cloud, HMS, Alice, HotSOS, Kipsu, and SIEM tools.

Professional Experience

Residential Service Supervisor (FOH Leader)

Continuum South Tower – Miami Beach, FL January 2025 – August 2025

Supervised front-of-house operations in a luxury residential tower, ensuring exceptional service to residents and guests.

Managed scheduling, task delegation, and team performance for front desk staff.

Acted as the primary liaison for resident concerns and service issues, providing prompt resolutions.

Coordinated with property management and support departments to maintain service excellence.

Enhanced front desk protocols to improve professionalism and operational efficiency.

Command Center Master Rover Gate House Receiving Elevator – South Tower

Continuum North & South Tower – Miami Beach, FL June 2024 – January 2025

Monitored and analyzed security events in real-time using SIEM tools to identify threats and vulnerabilities.

Developed and implemented incident response procedures and risk mitigation strategies.

Investigated security breaches, created detailed DARs and DPAs, and recommended system improvements.

Maintained and enforced security standards and policies across all access points.

Provided support to all security areas: North Tower, South Tower, Gate House, and Master Rover operations.

Front Office Supervisor Esme Hotel – Miami Beach, FL January 2024 – June 2024

Managed front office operations, including concierge, reservations, and guest check-in/check-out.

Led training programs for staff, improving service delivery and guest satisfaction.

Implemented SOPs to streamline front office procedures and optimize service flow.

Maintained inventory and functionality of office equipment and supplies.

Collaborated with housekeeping, engineering, and maintenance teams for seamless operations.

Resolved guest issues and complaints quickly, maintaining high satisfaction scores.

Conducted staff performance reviews and identified training needs.

Front Office Associate Loews Hotel & Co – Miami Beach, FL June 2023 – January 2024

Assisted the Front Office Manager in day-to-day operations, reservations, and guest services.

Trained and coached front office staff on service excellence and policy compliance.

Coordinated with housekeeping and maintenance for room readiness.

Addressed guest concerns to ensure optimal satisfaction.

Analyzed occupancy, revenue, and guest feedback reports to identify areas of improvement.

Front Office Airbnb Super Host Chicago, IL March 2013 – June 2023

Managed guest communications, check-ins, and check-outs for multiple Airbnb listings.

Provided personalized local recommendations and high-touch service.

Handled guest inquiries, complaints, and last-minute requests with professionalism.

Maintained accurate reservations and booking data.

Collaborated with cleaners and contractors to ensure property readiness and guest satisfaction.

Education

Bachelor's Degree in Hospitality Management

DePaul University – Chicago, IL

Postgraduate Degree in Cybersecurity 2025

Miami University – Miami, FL

Skills

Leadership & Team Management

Customer Service Excellence

Hotel Systems: Opera Cloud, HMS, Alice, HotSOS, Kipsu, Building Link

Security: SIEM Tools, Incident Response, Vulnerability Assessments, Network Protocols

Risk Management Framework (RMF)

Cross-Department Collaboration

Verbal & Written Communication

Conflict Resolution & Problem Solving

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