• Recruited, selected, and retained a quality Front Office staff, including Front Desk Associates and Bellmen staff.
• Supervised the front office to ensure that Front Desk are adhering to all hotel procedures, regulations and standards, while striving towards total guest satisfaction.
• Ensured smooth, efficient and professional operation of all front office operations including check-in and check-out of all guests through proper handling of guest accounts.
• Initiated and implemented up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Trained each Front Office Associate to deliver efficient, excellent service to customers and guests.
• Ensured Associates have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Lead by example: Provides Great Customer Service to all Guest in a warm and Friendly Manner.
• Audited all work for accuracy and consistency on a regular basis. Maintain high standards of each Associate’s work performance through continual monitoring, the issuing of evaluations, and performance improvement plans, coaching or corrective action as necessary.
• Enforced adherence to the Company’s standards of dress and appearance.
• Handled customer complaints, credit card chargebacks, and customer care cases.
• Developed knowledge of frequent guests and their special requests and needs.
• Provided excellent customer service and service recovery when necessary. Resolved guest relation problems skillfully with a willingness and desire to understand a guest's viewpoint while keeping within Company policies.
• Responsible for proper key control and other security measures.
• Organized and maintained Front Office records and equipment to control the inventory of Front Office supplies and forms.
• Became knowledgeable of emergency/fire evacuation and safety procedures and trained staff as needed.
• Maintained on-going communication with the Housekeeping Department on all Housekeeping/Front Desk matters, the Controller on all Accounting/Front Desk issues, the Reservation Office on all Reservation/Front Office matters, and all other departments as needed.
• Provided timely weekly work schedules, posted at least three (3) days before the start of the new workweek.
• Capable of performing all duties of the Front Desk for any position.

• Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
• Maintain a professional and high-quality service oriented environment at all times
• Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise
• Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
• Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
• Supervise lounge and restaurant operations and administer order from client for food and beverage.
• Collaborate with associates to implement all service strategies at hotel level for enhanced customer relationships.
• Aid front desk staff during peak hours and assist beverage advertising initiative to enhance business.
• Manage and perform all MOD duties as specified by company staff.
• Monitor and recommend appropriate plans to motivate fellow staff to achieve business targets.
• Manage standard uniform for all employees and ensure compliance with company policy.
• Supervise all levels of service and interact with guests, manage written guest comment cards, and track all guest information.
• Monitor and resolve service issues through phone calls or written communication to achieve service goals and ensure customer satisfaction.
• Train associates and respond to customers’ queries and complaints in a positive way.
• Supervise overall service that includes scheduling, food presentation for banquets orders.
• Ensure a neat and clean restaurant area to attract all customers for its operation.
• Administer all group bookings by offering excellent banquet operation by initiating proper banquet techniques.
• Initiate business decisions on the basis of production reports.
• Maintain and enforce service and SOP standards as envisioned by management.
• Prepare forecast for evaluation of current operation and make business decisions based on forecast information.
• Provide feedback from associates and clients through personal rapport and business surveys to analyze all needs for further business improvement.
• Perform daily review of selling strategy and maintain inventory control to enable stock and service balance.

Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety. Conduct Briefing for all staff during Night Shift. Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.

● Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
● Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
● Conduct Briefing for all staff during Night Shift.
● Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
● Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
● Maintain a professional and high quality service oriented environment at all times.
● Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
● Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
● Ensure that the public areas are kept clean and tidy.
● Actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.
● Ensure the accurate completion of the daily night audit in a timely fashion.

Act as the Manager on Duty in a 900-room hotel, responsible for all hotel operations during overnight shift hours, focusing on Front Office operations, night audit and hotel safety/security.

● Greet guests upon arrival, check them in and provide them with any information they need to enjoy their stay
● Audit and balance reports from the day shifts
● Schedule guest wake-up calls and reservations for the following day
● Responsible for handling all check-in and check-out procedures
● Respond to guest inquiries, concerns and complaints as needed
● Provides guest service to all the guest in the hotel in a professional manner
● Verify that all EOD work has been performed by other departments
● Run EOD computer functions so they are complete by the end of the shift
● Prepare guest bills for next-day checkouts and process reservation cards
● Balance cash drawers and record receipts

During the first few months, I moved from Night Auditor & Guest Services to Night Audit Supervisor by quickly learning and applying all aspects of the night audit process efficiently and professionally.

● Performing tasks of monitoring and supervising daily operations of front desk operation
● Handling guest request, concerns and complaints
● Monitor and oversee all personal on assigned shift
● Responsible for handling all check-in and check-out procedures
● Ensures accuracy of cashier functions like charge postings, balancing paperwork and money handling
● Provides guest service to all the guest in the hotel in a professional manner
● Responsible for timely follow -up of request, complaints and questions related to guest service
● Provides assistance to the Department Head in meeting daily and monthly targets

I moved from Guest Services to Front Desk Supervisor in 4 months at Hotel Milo by providing exceptional guest service, problem handling and quick learning of all aspects of the business. I helped improve our ratings in TripAdvisor from 25 to 11 in 3 months thus increasing the number of bookings which resulted in increased revenue.

● Answered customers' questions regarding products, prices and availability.
● Emphasized product features based on analysis of customers' needs.
● Attended trade shows and sales conferences.
● Collaborated with colleagues to exchange selling strategies and marketing information.
● Responded to all customer inquiries in a timely manner.
● Collaborated with members of other departments to complete sales transactions.
● Shared product knowledge with customers while making personal recommendations.

During my time with AMW, I was in charge of expanding our reach in military bases and grew it from 1 base in 2012 to 26 by end of 2015 thus increasing sales volume by $800k per year.

Computer Science