Front Office Supervisor and Guest Experience Leader
Resume:
Mirella Molina
Front Office Supervisor/Manager on Duty
Redlands, CA 92375
**********@*****.***
Professional Summary
#readytowork
Willing to relocate to: California
Authorized to work in the US for any employer
Work Experience
Front Office Supervisor/Manager on Duty
Homewood Suites by Hilton-San Bernardino, CA
March 2024 to Present
• Supervised a team of front desk agents, ensuring efficient and professional guest service
• Managed daily operations of the front office, including check-in/check-out procedures, room assignments, and guest inquiries
• Developed and maintained strong relationships with guests, addressing any concerns or issues promptly and effectively
• Collaborated with other departments to ensure seamless communication and coordination for guest requests and special arrangements
• Created detailed reports on occupancy rates, revenue generated, and guest feedback to identify areas for improvement
• Assisted in the recruitment, hiring, training, and performance evaluation of front desk staff members
• Monitored reservation systems regularly to ensure accuracy of bookings and resolve any discrepancies or conflicts
• Provided guidance and support to front desk agents during high-pressure situations such as overbookings or difficult guests
• Conducted regular audits of cash handling procedures to maintain financial integrity at the front desk
• Maintained a clean and organized lobby area that adhered to brand standards at all times
• Responded promptly to emergency situations such as fire alarms or medical emergencies following established protocols
• Managed a team of 20 employees across multiple departments to ensure smooth daily operations and exceptional guest experiences
• Conducted regular inspections of all areas of the hotel to ensure compliance with cleanliness standards and maintenance requirements
• Developed standard operating procedures (SOPs) for each department to improve efficiency and consistency in service delivery
• Maintained high levels of employee morale through effective communication channels such as regular team meetings
• Ensured compliance with health codes, safety regulations, licensing requirements, and other legal obligations
• Collaborated with the maintenance team to ensure timely repairs and preventive maintenance of all hotel facilities
Night Auditor
Home2 Suites by Hilton San Bernardino-San Bernardino, CA January 2023 to March 2024
• Performed nightly audits of hotel financial transactions, ensuring accuracy and compliance with company policies
• Managed front desk operations during overnight shifts, including guest check-ins and check-outs
• Resolved customer complaints and issues in a timely manner to ensure guest satisfaction
• Balanced daily revenue and expense reports, reconciling any discrepancies
• Maintained accurate records of room occupancy, rates, and reservations using hotel management software
• Prepared detailed reports summarizing daily financial activities for management review
• Collaborated with housekeeping staff to ensure smooth transition between shifts and efficient room turnover process
• Assisted guests with inquiries regarding hotel amenities, local attractions, and transportation services
• Implemented improved procedures for handling cash transactions at the front desk to minimize errors
• Monitored security cameras throughout the property to maintain a safe environment for guests and employees
• Trained new night audit team members on standard operating procedures and software systems
• Coordinated with other departments such as maintenance or housekeeping to address any maintenance or cleanliness issues reported by guests during the night shift Front Desk Agent/Night Auditor
Home2/Hampton Suites March Air Reserve Base-Riverside, CA May 2022 to January 2023
• Greeted and checked in guests, ensuring a warm and welcoming experience upon arrival
• Efficiently managed guest reservations, including check-ins, check-outs, and room assignments
• Responded to guest inquiries and resolved issues promptly and professionally, maintaining high levels of customer satisfaction
• Provided accurate information about hotel facilities, services, and local attractions to enhance the guest experience
• Handled cash transactions for room charges, deposits, and incidentals with precision and attention to detail
• Collaborated with housekeeping staff to ensure timely delivery of requested amenities or services to guest rooms
• Maintained a clean and organized front desk area at all times for efficient operations
• Managed incoming calls on a multi-line phone system, directing calls appropriately or taking messages as needed
• Assisted in coordinating group bookings or special events by communicating effectively with event planners or organizers
• Implemented effective upselling techniques to promote hotel amenities such as spa services or dining options
• Utilized property management software to update guest profiles, record preferences, and track special requests for future visits
• Resolved billing discrepancies or disputes by working closely with the accounting department for prompt resolution
• Collaborated with other departments such as concierge or bell staff to ensure seamless service delivery throughout the hotel
• Trained new front desk agents on standard operating procedures and customer service best practices
• Provided exceptional customer service to hotel guests during overnight shifts, ensuring a positive experience and resolving any issues or concerns
• Managed the check-in and check-out process for guests, efficiently handling reservations, room assignments, and payment transactions
• Performed night audit duties including reconciling daily financial transactions, preparing reports, and balancing accounts
• Maintained accurate records of guest information, special requests, and preferences to ensure personalized service during future stays
• Responded promptly to guest inquiries via phone calls or in-person interactions, providing information about hotel amenities, local attractions, and dining options
• Handled guest complaints or problems professionally and effectively by listening attentively and taking appropriate action to resolve issues
• Collaborated with colleagues on shift handovers by sharing important updates regarding ongoing guest requests/needs as well as any incidents that occurred during the night shift
• Followed established procedures for cash handling including accurately counting cash drawers at the beginning/end of each shift and maintaining confidentiality of financial information
• Ensured the security of guest rooms by properly verifying identification upon check-in/check-out and monitoring access to restricted areas during overnight hours
• Utilized computer systems (e.g., property management software) proficiently to perform tasks such as checking availability, updating reservations, generating reports.
• Assisted with the coordination of group bookings or events by managing room blocks, communicating details with event organizers, and ensuring smooth operations throughout the stay
• Collaborated with other departments such as housekeeping and maintenance to address guest needs or requests in a timely manner
FRONT DESK AGENT/ NIGHT AUDITOR
Hampton Inn & Suites By Hilton- San Bernardino-San Bernardino, CA October 2019 to May 2022
Process credit card payments, process the end of night closing and reports, process guest check-ins, stock when needed, assist in kitchen department, assist in laundry department, file all reports and upload to extranet website, answer phone calls, assure the guest's needs are met, clean and sanitize front desk daily.
• Performed night audit duties, including reconciling daily transactions and preparing reports for management
• Managed guest check-in and check-out process efficiently, ensuring a smooth experience for all guests
• Responded to guest inquiries and resolved issues promptly, maintaining high levels of customer satisfaction
• Handled cash transactions accurately and maintained proper documentation of financial activities
• Collaborated with other departments to ensure seamless operations and exceptional guest service
• Maintained accurate records of room availability, rates, and reservations using the hotel's property management system
• Assisted in managing room inventory to maximize occupancy rates and revenue generation
• Implemented effective strategies to upsell rooms and promote additional services to enhance guest experience
• Coordinated with housekeeping staff to prioritize cleaning schedules based on guest arrivals/departures
• Managed wake-up call requests accurately and delivered them in a timely manner as per guests' preferences
• Resolved billing discrepancies or disputes by coordinating with the accounting department as necessary
• Ensured compliance with hotel policies and procedures regarding safety, security, privacy, and confidentiality
• Provided recommendations on local attractions, dining options, and transportation services to guests upon request
FRONT DESK AGENT/ NIGHT AUDITOR
HAMPTON BY HILTON, BANNING-BEAUMONT-Banning, CA
February 2018 to September 2019
I attend to each guest at check-in and check-out. I handle all cash and credit card payments. Make sure each guest is comfortable with their room if not, I make sure they are 100% satisfied with their stay. Clean and dust all areas of the office and coffee areas. I do the closeout for each night making sure payments have been taken for each room. I also start breakfast in the morning with the breakfast staff. FRONT DESK/SALES MANAGER
COUNTRY INN & SUITES, REDLANDS-Redlands, CA
February 2015 to February 2018
Attended to each guest at check-in and check-out. Handled all credit card payments and disputes. I oversaw group sales, making phone calls to different companies and schools to promote the hotel. I trained every new hire to be the best that they can be and I was the cover for all shifts when needed. MEDICAL ASSISTANT
Inland Empire Colon and Rectal Services (IECRS)-Redlands, CA September 2013 to February 2014
I verified patient insurance and ID's at time of appointments in the front office. Escorted patients to rooms for vital sign documentation. I made phone calls for patient referrals and reminder appointment calls. Copied and faxed documents to hospital for upcoming surgeries. Translated for the Doctor when needed. Sanitized all equipment at the beginning and end of day. Assisted in back office when needed. Education
Science (Associate)
Summit College-Colton, CA
March 2013 to December 2013
High school or equivalent
ORANGEWOOD HIGH SCHOOL-Redlands, CA
June 2012
Skills
• Cash Handling
• Customer Service Skills
• Adobe Acrobat
• Translation
• Leadership
• Auditing
• Microsoft Office
• Microsoft Excel
• Computer Skills
• Time management
• fast learner
• Excellent verbal and written communication skills
• Supervising experience - Supervising experience (1-2 years)
• Recruiting
• Microsoft Outlook
• Team management
• English
• Office Administration
• Marketing
• Front desk
• Cash register
• Computer hardware
• Interpretation
• Organizational Skills
• Filing
• 45 wpm
• Spanish
• Office management
• Receptionist
• HIPAA
• Mail distribution
• Typing
• Cash handling
• Google Docs
• Bilingual
• Phone Etiquette
• Data Entry
• training
• Accounting
• Food preparation
• Clerical experience
• Customer service
• Medical terminology
• Office Management
• Multi-line Phone Systems
• Human Resources
• Computer literacy
• Microsoft Word
• Medical Terminology
• Computer operation
• Customer support
• Medical office experience
• Hotel experience
• Sales
• Financial auditing
• Packing
• Guest Services
• Hospital experience
• Sales Management
• Training & development
• Attention to detail
• Editing
• Management
• Guest services
• Microsoft PowerPoint
• Laundry
• Communications
• Guest relations
• Night Audit
Languages
• English
Certifications and Licenses
CPR Certification
November 2022 to November 2024
Additional Information
SKILLS
• Excellent verbal and written communication skills
• Ability to work under pressure
• Prompt and courteous customer service
• Ability to work both independently and within a team environment
• Ability to stock merchandise
• Ability to type 45 wpm
• Excellent trainer
• Ability to operate a cash register
• Ability to perform general cleaning duties
• Ability to stay organized and multi-task in a professional and efficient manner
Contact this candidate