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Skills

  • Business Strategy
  • Conflict resolution
  • Regulatory compliance
  • Lost and found process management
  • Hotel information
  • Inquiry response
  • Issue handling
  • Performance optimization
  • Program management
  • Guest experience personalization

Work Experiences

  • Adapted front office operations during initiative.
  • Used regular correspondence and scheduled follow-up to communicate corporate objectives to all divisions.
  • Served as a back-up to the front desk, assisting with various tasks when an employee was absent or out for lunch.
  • All office supplies, including ink cartridges, toner, and paper, were ordered.
  • Kept track of inventories in order to maintain a productive office environment.
  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Achieved Employee of the Year for exemplary performance in guest services.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Maintained a high average of performance evaluations over the past year.

Summaries

  • Maintaining tight financial controls and Miscellaneous compliance is a strength.
  • Front Office Manager is a dependable and enthusiastic Front Office Manager with 13 years of front desk management experience.
  • Salesforce and ServiceNow experts.
  • With strong planning, problem-solving, and communication skills, I am extremely efficient and accurate.
  • Motivated Front Office Manager exhibiting strength in critical thinking and problem solving.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Front Office Manager.
  • Data entry, schedule management, and event planning are just a few of the skills this enthusiastic and well-organized Administrative Assistant possesses.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Reliable and ambitious self-starter looking for a position as an Administrative Assistant with a growing company where she can put her diverse background to good use.

Accomplishments

  • Trained 17 temporary accounting administrative staff during tax season.
  • Achieved certification through the HubSpot, program.
  • Initiated process changes for handling VIP guest services, leading to a 55% increase in high-profile guest satisfaction ratings.
  • Enabled seamless coordination between the housekeeping and front office departments, reducing guest room turn-around times by 58% during peak periods.
  • Collaborated with team of 17 in the development of category.
  • Developed and rolled out customer service workshops for front desk employees, resulting in a 85% increase in positive client feedback.
  • System Trained medical billing staff of 2 employees on the office policies and 3rd party insurance, Medicare, Medi-cal, HMO and PPO billing procedures.
  • File Management: Prepared monthly reports for records, closed terminated records, completed final audit of charts and insured that all documentation has been received and filed.
  • Analyzed guest satisfaction metrics and implemented customer-focused improvements, driving property’s customer satisfaction index up by 85% points.
  • Updated and maintained company database to reflect current and accurate client records for more than 16 accounts.

Affiliations

  • Hospitality Sales and Marketing Association International (HSMAI)
  • Green Key Global (Environmental Standards for Hotels)
  • International Council of Nurses
  • National Management Association (NMA) - Hospitality chapter
  • Association of Information Technology Professionals
  • International Association of Administrative Professionals
  • National Association of Hotel Front Office Managers
  • Society of Women Engineers
  • Hospitality Leaders Association (HLA)
  • Project Management Institute

Certifications

  • Exceptional Customer Service Management Certificate - Vantage
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Certified Protection Officer (CPO)
  • CompTIA A+ Technician
  • Certified Professional in Training Management (CPTM) - Association for Talent Development
  • SHRM Certified Professional (SHRM-CP)
  • Front Office Operations Certification – Harbor & Co.
  • Certified Guest Service Professional (CGSP), AHLEI
  • Lean Six Sigma Green Belt Certification – Cedar Works

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