Guest service Manager/Front Office Manager

AIDA MALAVE

**** ******** ****. **** **** Beach, FL 33413

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

OBJECTIVE

To obtain a challenging position in the hotel industry, which best utilizes my skills and experience, with scope for long-term association.

PROFESSIONAL EXPERIENCE

Chicago Marriott Burr Ridge, Burr Ridge, IL March 2008-Present

Guest Service Manager/Front Office Manager/184 Rooms

Provide exceptional guest service to all guests, setting the standard for front desk staff to follow

Maintain personal contact with guests, clients and community organizations to ensure guest loyalty

Supervise front desk staff (along with shuttle van, security staff, Concierge, Night Audit) to include recruitment, orientation, training, scheduling, performance management, counseling and other team member relations issues

Assist with various accounting/financial functions including payroll, billing, guaranteed no-show billing, end-of-month reports, and P&L

Maximize revenue and occupancy by accurately selling rooms, up selling during reservation calls and at check in, and by making future reservations at check out

Saints Mary and Elizabeth Medical Center, Chicago, IL February 2004 - March 2008

Administrative Assistant to CEO – PrimeCare Health Center, Inc. (Promoted)

Managed all meetings, traveling, appointments for CEO and Clinical Director

Received and screen phone calls and visitors; refer inquiries to appropriate sources and respond to patients complaints

Served as liaison between the CEO and department managers, the Board of Directors, outside agencies and the general public; represent the CEO in meetings as assigned

Performed a variety of office management functions such as Physicians schedules, ordering budget items, renewing memberships, and preparing expense reports for the CEO; oversee maintenance of complex filing and record keeping systems

Provided confidential secretarial and administrative assistance to the CEO; typing a variety of confidential correspondence and reports

Directed the work of clerical personnel assigned to the CEO office

Continuing Medical Education Coordinator

Coordinated CME committee meeting activities for both hospitals; including agenda development, meeting notices and recording of minutes and attendance

Ensured compliance with the Illinois State Medical Society Continuing Medical Education section as the accrediting agency for CME

Booked, planned and managed a total of 90+ CME Lectures a year

Sheraton Gateway Suites, O’Hare, IL May 2001 – April 2003

Corporate Sales Manager/296 rooms/19,550 meeting space

Exceeded revenue targets by maintaining volume, increasing business, and renegotiating contracts with top accounts

Met or surpassed sales expectations each month for 1 year. Averaged 120% of first quota

Established client base of corporate businesses through direct outside and inside sales effort for the purpose of securing business for the hotel to ensure that predetermined sales expectations were met and exceeded

Developed and maintained relationships with key clients in order to produce group and convention business

Established viable sales leads through proactive networking activities, resulting in the development of business relationships with major business organizations that included Kraft, Baxter, Abbott, Allstate, and Siemens

Hampton Inn Chicago O’Hare, IL September 1998 – May 2001

Assistant General Manager

Work directly with the General Manager to manage all activities of the property including employees, maintenance, sales and profit/loss controls

Perform goal setting, motivation/discipline of employees, labor expense control, control of general expenses and resolving guest related issues in accordance with the company goals

Implemented monthly incentive programs to motivate and challenge Front Desk staff to increase customer satisfaction and exceed quality service standards

Overview Human Resources matters including interviewing, hiring, training, assigning work, coaching/counseling and performance appraisals.

Ensure that product quality standards were met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness; established and maintained preventative maintenance programs to protect the physical assets of the hotel.

Embassy Suites Hotel Chicago, IL March 1995 - September 1998

Front Office Manager (promotion) /293 suites/15,000 meeting space

Supervised all duties performed by all Front Office employees (including Bell Staff and Concierge).

Performed associate evaluations, provided coaching and counseling when necessary, using proper documentation and proper techniques.

Ensure proper inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance to include accuracy of groups, rooming lists, billing, amenities, arrivals, etc.

Conducted on going training for staff to work as a team and follow the “Yes I can attitude”

Pro actively identify potential guest issues

Developed monthly training items to foster development and cross training with other departments

Conducted regular monthly meetings with associates to address current initiatives, projects and long term goals

Convention Service Manager March 1992

Managed, coordinated, and executed group assignments turned over by the Sales Department

Monitored and managed room blocks according to contract utilizing group history reports and information given by clients to maximize hotel revenue, making adjustments as necessary

Monitored and enforced program deadline dates and work with clients to release meeting space not needed to maximize hotel revenues

Accurately forecasted group rooms and group food and beverage revenues for assigned groups and affiliate business within a 5% variance

Booked and detailed small corporate meetings including: room lists, group resumes and banquet event orders

Worked with Catering Manager on wedding events

Hosted site inspections for social and corporate events

Composed, edited and processed letters, memorandums and reports

References Available

upon Request

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