Front Desk Manager with 30 Years Experience
Resume:
Dawn Radhakrishnan
Front Desk Manager
Montgomery, TX 77356
**********@*****.***
Professional Summary
** ***** ** ******** ******* and medical reception Authorized to work in the US for any employer
Work Experience
Night Auditor Supervisor
Homewood Suites by Hilton-Conroe, TX
January 2018 to Present
Close and balance all accounts. Supervise breakfast and kitchen in the am Front Desk Manager
Homewood Suites by Hilton-The Woodlands, TX
March 2015 to January 2018
I am current on all Hilton training,honors champion, in charge of front desk Front Desk Concierge
Hampton Inn Carlisle
January 2014 to February 2015
Responsibilities include but are not limited to providing customers with unparalleled customer service while adhering to Hilton's
Standards with all things hotel related.
• Provide guest assistance with queries pertaining to hotel accommodations and concierge services.
• Accountable for daily transactions with regards to various methods of payment.
• Work as the Relief Night Auditor to insure that the accounting for the particular day is in order.
• Learned and mastered the hotels Property Management System, OnQ and PBX to be able to provide quick and efficient service.
• Assist in efforts to increase the Average Daily Rate for the hotel while working closely with upper management.
• Responsible for inventory maintenance of hotels sundry shop.
• Current on all Hilton's training programs.
Front Desk Service Representative
Intercontinental Hotel Group Army Hotels-Carlisle, PA May 2013 to April 2014
Assisted the management team in providing clean comfortable accommodations to military personnel while coordinating with various departments.
• Participated in various training sessions with regards to armed forces in order to provide special services depending on the respective ranks of the personnel.
• Provided superior customer service to our guests regardless of rank in order to improve customer care scores.
• Trained, coached and assisted in the on boarding process of new hires.
• Appointed as BSAP specialist (in charge of group of military personnel visiting from overseas for training).
• Relief night auditor when required to ensure that the accounting for the day was in order. Front Desk Manager
Best Western Statesville Inn-Statesville, NC
July 2006 to October 2012
Responsible for overall management of the front desk and all departments pertaining to the daily operations.
• Implemented revenue targets that resulted in a 35% increase in revenue within the first year and help initiate the creation of a bonus structure for employees.
• Participated in and trained the Guest Service Associates, Best Western Intl. rate restructuring course; BAR1, BAR2 & BAR3 to increase RevPar (Revenue Per Room).
• Analyzed and discussed revenue strategies with upper management based on weekly statistics (STAR Report) provided by Smith Travel and Research.
• Formulated a routine deep cleaning plan for housekeeping in order to improve and maintain guest satisfaction scores.
• Responsible for conflict resolution with guests that resulted in improving the hotels standing from an annual 26 complaint hotel to 0 complaint hotel.
• Spearheaded Best Western's signature ICARE training program as an ICARE Champion at the hotel.
• Recipient of Best Western Intl. Superior Customer Service award as per guest recommendations. 4 Stephen S. Green Dr. Savannah GA 31408
******@*****.***
• Assisted the marketing team in acquiring corporate clients such as Lowes Home Improvement, Harley Davidson, Freight Liner and Holiday Kamper on a recurring basis.
• Advised and lead the management team in efforts to promote the hotel as Green and Eco Friendly.
• Worked with upper management to train a staff of 20 people in Eco Friendly procedures to reduce our Carbon Footprint.
• Responsible for areas of Scheduling, Human Resources and Inventory.
• Liaison for the hotel in maintaining positive online Public Relations on websites such as Trip Advisor and Medallia.
Interim Front Desk Manager
Days Inn Statesville-Statesville, NC
November 2009 to February 2010
Provided assistance to the management team with the fluidity of a new business acquisition, while extending human resource efforts to the staff.
• Assisted management in loan procurement for the newly acquired hotel.
• Conducted extensive inventory of the hotel's Furniture, Fixtures and Equipment before acquisition.
• Negotiated new contracts with various vendors for the hotel and purchased supplies and linen as necessary.
• Took over responsibility of Accounts payable for a smooth transition of ownership.
• Scheduling for a previously mismanaged staff in order to minimize expenses and increase revenue.
• Implemented a Property Operation Guide to empower and assist staff with questions to various scenarios that may arise and improve performance.
• Responsible for interviewing, hiring, training and conducting monthly team member meetings.
• Routinely inspected housekeeping performance in order to exceed standards set by Wyndham Worldwide.
Resident Manager
Economy Inn-Statesville, NC
January 2005 to July 2006
Was initially hired as a front desk concierge and promoted to position of manager.
• Provided assistance to upper management in areas of Housekeeping Inspection in order to improve customer satisfaction.
• Formulated a deep cleaning plan for housekeeping to follow which in turn increased our repeat clientele.
• Responsible for interviewing, Hiring, Scheduling and Training of new and existing staff.
• Implemented and spearheaded a Sales team with upper management in order to bring in additional revenue.
• Assisted in efforts to increase the ADR (Average Daily Rate) by 15% during the time I was employed. Education
GED
Ponca City High School - Ponca City, OK
September 1980 to May 1983
Skills
• On Q. R&I. And Sales pro (8 years)
• Guest Services
• Night Audit
• Medical Receptionist
• Accounting
• Public Relations
• Hotel experience
• Front desk
• Property management
• Conflict Management
• Statistics
• Budgeting
• Hotel management
• Basic math
• Budgeting
• Hotel management
• Business management
• Hospitality
• Leadership
• Phone etiquette
• Bookkeeping
• Word processing
• Communication skills
• Customer service
• Computer skills
• Front desk
• Customer service
• Medical terminology
• Organizational skills
• Computer skills
• Communication skills
• Project management
• Succession planning
• Hospitality
• Microsoft Office
• Supervising experience
• Management
• Sales
• Typing
• Outbound sales
• Telemarketing
• Guest services
• Hotel experience
• Upselling
• Cash handling
• Google Docs
• Team management
• Budgeting
• Leadership
• Inside sales
• Conflict management
• Marketing
• Account management
• Bookkeeping
• Interviewing
• Clerical experience
• Calendar management
• Office management
• Documentation review
• Public relations
• Accounts payable
• Information management
• Accounting
• Administrative experience
• Office experience
• Financial statement preparation
• Payroll
• Forecasting
• Property management
• Windows
• Analysis skills
• Risk management
• Restaurant experience
• Fraud prevention and detection
• Negotiation
• Salesforce
• Operating systems
• Mobile devices
• Telecommunication
• Data collection
• Databases
• Clinic
• Database administration
• Computer hardware
• Android
• iOS
• Guest relations
• QuickBooks
• Office experience
• Medical terminology
• Organizational skills
Languages
• English - Fluent
Certifications and Licenses
CPR Certification
First Aid Certification
Additional Information
Skills
Proficient with Microsoft Office and Excel
Extensive knowledge with Property Management Systems and CRM's such as Hotel Software Systems, Opera and
OnQ.
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