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0-5 years of experience
Provided a refreshing escape from everyday life to create unforgettable memories for every guest entering our resort through professional, warm, and personalized customer care.
- Held responsible for the successful operations of our resort daily along with the training and development of all front office associates.
- Served as Seasonal Guest Services Manager during the winter of 2013-2014.
- Conducted payroll and scheduling weekly for every member of our Service Express department.
- Dealt with a variety of clients visiting our mountain resort for weddings, business, and vacations.
- Assisted guests and fellow associates to resolve any issues promptly whenever they would arise.
- Helped to uphold the prestigious reputation of the property as one of the top resorts in America.
0-5 years of experience
Managed guest service activities and guest satisfaction.
- Oversaw, trained and scheduled a team of ten customer service associates.
- Achieved quality results by leading front office agents through training, communication, and empowerment.
- Resolved guest issues and completed special requests to ensure the satisfaction of the guests.
- Forecasted occupancy and generated discrepancy, comp occupancy, and allowance reporting.
- Responsible for settling guest accounts and all aspects of recordkeeping by overseeing and coordinating front desk and audit function to ensure financial transactions for the day were verified and balanced.
0-5 years of experience
Assists in hiring, training, and constant supervision of Front Desk and Reservations staff (maximum team of 10)
- Providing excellent guest service, while insuring efficient registration and billing services
- Assumed manager on duty responsibilities when scheduled
- Created weekly schedules
- Operate the department within budgeted guidelines and processed front office orders
- Managed department incentives and processed guest Estandby upgrades.
- Attended Rooms Division Meetings bi-weekly and revenue meetings weekly
0-5 years of experience
- Created policies and procedures as part of the opening team.
- Conducted interviews, completed evaluations, trained and coached employees for success as well as issued corrective action and termination.
- Ensured discreet and superior customer service for high-profile arrivals.
- Received an increase in salary and expanded responsibilities within the department.
- Shortly before closing, was offered a Front Office Manager position.
0-5 years of experience
Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day operations of the Front Desk including Switchboard, Reservations and Belldesk.
- Provide excellent customer service per the standards of the hotel, and assist in situations to ensure customer satisfaction.
- Ensure guest requests, inquiries and concerns are addressed and completed in a timely
- Accountable for accurate billing services, swift and efficient registration services and fostering a professional atmosphere for a 1000+ room hotel.
0-5 years of experience
Responsible for the management and coordination of all hotel operations during the overnight shift including nightlife, food & beverage, and guest requests, issues, and inquiries.
- Reviewed guest arrivals and departures and ensured that all guest requirements and needs are fulfilled in order to create a memorable and unique experience lasting past their stay.
- Maximized hotel revenue by monitoring hotel room inventory and upselling.
- Trained, developed, and coached the performance of front office colleagues to ensure efficient departmental operations.
0-5 years of experience
Efficiently coordinate guest arrivals, departures, room assignments and accurately handle any necessary cash and credit card payments
- Handle everyday guest comments, requests, concerns and communicate with necessary departments to ensure guest satisfaction
- Overlook VIP guests/groups to ensure smooth and enjoyable stay throughout entire experience from check-in/check-out and actual event.
- Effectively train and assist team members in hotel policies, services, events, and overall knowledge of hotel practices
- Monitor satisfaction trends and evaluate and assess service to continually improve guest satisfaction
- Aided in improving SALT satisfaction scores by 30%
0-5 years of experience
Managed Front Office Operations in the Hotel
- Trained and developed several new associates
- Introduced and successfully implemented new shift closing process
- Moved the Guest Satisfaction Scores higher by better inter-department communications
- Successfully increased revenue by aggressive airport room sales
- Successfully achieved higher level of success in financial and guest services aspect by taking proactive measures
- Organized team meetings to ensure that the entire front office team is on the same page
- Successfully passed all the requirements of quality assurance audit
- Implemented competitive training programs for the associates to keep them motivated
- Successfully completed cross training for the food and beverage department
0-5 years of experience
Resolving guest issues quickly and professionally.
- Oversee Front Office operations in the absence of the Front Office Manager or Assistant Front Office Manager.
- Train staff members in accordance to brand standards.
- Performed special assignments given to me by the General Manager.
- Assisted in writing and placing 42 SOP’s.
- Made company history by receiving 2 100% Front Office QA scores.
0-5 years of experience
Assist in the supervision of all Front Office staff including Driver, Bellpersons, Guest Service Agents and PBX Operators.
- Assist FO Manager in the interview process to establish a hospitality-oriented team.
- Updated and recreated Handlery In-house Directory to be placed in Guest rooms.
- Ensure that guest receive the customer service indicated by our cultural core, policy and standards.
- Handle all guest complaints and request as to ensure guest satisfaction.
- Monitored guest satisfaction processes, responded to guest concerns and inquiries.
- Ensure team adheres to all policies, standards and laws as dictated by [company name] handbook, Union Collective Bargaining Agreement and CA law.
- Assisted in training all Guest Service agents and PBX Operators.
6-10 years of experience
- Improved Hotel Service scores consistently through friendly and helpful guest interaction.
- Active member of Hotel C.A.R.E. Committee and voted “Employee Of The Month” and “Most Valuable Team Member”
- Served as liaison for guests and Front Office Staff and facilitated many group events during evening hours when Hotel Sales Staff was unavailable.
- Maintained a professional working and learning environment for Front Office Staff through concise instruction and supervision.
0-5 years of experience
Assign, coordinate and supervise the work activities of the front office team
- Ensure work is completed to include shift closings, room deposits, refunds and rebates
- Take personal responsibility for correcting customer service problems
- Respond and address guest concerns to upper management and other departments
- Train and develop front office agents
- Provide information and direction to staff to achieve 100% occupancy
0-5 years of experience
Supervise all duties performed by front office employees
- Accountable for the proper training for all service levels provided by employees to guests.
- Proven ability to work in a high-volume, luxury property in a downtown, metro area.
- Managed successfully all aspects of guests’ stays from check-in to check-out
- Assisting hotel manager with a number of tasks as well as preparing essential reports
- Entrusted to complete managerial duties when manager is away
0-5 years of experience
Supervises the delivery and measurement of guest service consistent with the company’s core service standards and brand attributes.
- Responsible for the success of the front desk, for ensuring that guest satisfaction is met.
- Respond to guest comments, complaints, and concerns in a courteous, professional manner.
- Maintain all direct bill accounts, vouchering of all bills, and completion of any required paperwork while backing up front desk as needed.
- Possess the skills and knowledge to supervise and support other employees, as required, to maintain efficient service.
- Pre-screen, orient, and train front office personnel.
6-10 years of experience
Supervising all front office operations (PBX, Front Desk, Bell, Valet, Door and Concierge services).
- Performing daily monitoring of rooms inventory, rate and plan availability
- Ensuring adequate staffing levels for all departments, front desk, bellman, communication department, and night audit
- Resolve problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all company policies and procedure.
- Discipline, counsel and coach employees if necessary, using proper techniques and documentation
- Completes and control front office payroll as well as other administrative projects, paperwork and overflow work from various departments.
- Serve as manager on duty of the hotel, in absence of hotel management
0-5 years of experience
Assist hotel guests with reservations as well as arrival and departure procedures
- Serve as concierge making recommendations, planning and setting up activities for guests and members
- Assist the sales team with corporate, group and wedding events
- Responsible for training and supervision of front office staff
- Enroll members and maintain accurate database and financial records for the hotel’s “Lodge Membership” program
- Create projected VIP lists for the coming week, and serve as a contact point between VIPs and the hotel before, during and after their stay
- Support Front Office Manager with scheduling and payroll duties
0-5 years of experience
Oversee and supervise all duties performed by all Front Office employees.
- Coach, counsel and discipline employees when necessary, using proper documentation and proper techniques.
- Ensure that all Front Office employees complete their essential duties before their departure.
- Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found.
- Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees.
- Ensure proper inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance.
- Worked closely with all other department heads and departments to be sure that the comfort and satisfaction of our guests exceeded their expectations at every turn.
0-5 years of experience
Responsible for supervising, coordinating, and directing the activities of the front office, concierge, reservations, and PBX departments
- Directs department employees in a manner which will maximize guest service and staff productivity
- In charge of instructing and training new departmental employees in the successful completion of their job duties
- Assist with various guest service initiatives across the property as needed
- Provides input to staffing planning goals based on knowledge of departmental capacity and potential
- Approval or rejection of ongoing requests for shift changes, change in days off and requested PTO in comparison to staffing needs
- Ensures that staffing work schedules provide optimum development of work force
0-5 years of experience
Managing hotel members daily in Front Office area including agents, bell staff, and PBX
- Responsible for driving sales of upgrades and packages for a 614-room hotel over the desk and meeting weekly and weekend goals
- Responsible for interviewing possible candidates, training, and scheduling current staff
- Looking over and running daily reports such as the cash and credit limit, in house profile, ledgers, VIP reports, discrepancy reports, etc.
- Handling guest complaints and taking action to resolve problems.
- Following-up with every room that is out of service or out of order, communicating with each department to see what rooms are in inventory.
- Maintaining up to date knowledge of all hotel area events and activities so that agents will receive accurate and prompt information to give when requested by guests.
0-5 years of experience
Collaborate with housekeeping to ensure all Guests receive ready room at check in as a Rooms Ready Assignor
- Partner with Manager to ensure staffing levels and guidelines are met
- Maintain and monitor Front Desk and Concierge staff lunch breaks without impacting the operation
- Responsible for working within a self-directed team planning, organizing, and ensuring the successful arrival and departure for groups ranging from small sports teams to large convention groups
- Partner with Catering and Convention Services Managers and multiple resorts to ensure group needs are met
- Participate in Pre and Post Conventions meetings to represent the resort and determine enhancements to the group business and ensure a seamless experience for our group guests
0-5 years of experience
Supervised front desk employees and oversaw operations to ensure proper function.
- Ensured guests, groups, and corporate billing are accurate and delivered in a timely manner.
- Handled guests’ complaints and trained team-members on service levels.
- Oversaw [company name] Honors Guests loyalty program.
- Supervised staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Assisted the FOM with the supervision of the front office staff, from maintaining proper cash control to guest service standards on a day-to-day basis.
- Undertook Manager on Duty shifts that place me in charge of each department of the hotel and responsible of the MOD Report.
- Trains room attendants on [company name] Cleaning Cycles.
- Mentors MPR and Productivity of Room Attendants and Laundry.
- Manages Housekeeping inventory.
6-10 years of experience
Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate policies and procedures while meeting/exceeding financial goals.
- Utilize labor management tools to schedule and control labor costs.
- Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
- Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
- Maintain all front desk related equipment and a par stock of supplies.
- Provide training for new associates on the company service standards and procedures.
- Develop and implement controls for expense management.
0-5 years of experience
Monitors performance of all front desk staff to ensure standards are met and 5 Star/5 Diamond ratings are maintained
- Assists Front Office Manager in developing and enacting departmental policies and procedures
- Represents the Front Office in Hotel wide meetings
- Conducts interviews of potential new hires
- Performs all functions of the Front Office Supervisor Role
0-5 years of experience
Accountable for monitoring all employees to ensure they are following proper cash handling procedures.
- Ensure proper inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance.
- Maintain proper front office operational procedures and ordering of supplies.
- Train and manage duties performed by front office staff, PBX operator and bell stand to warrant best guest satisfaction while hotel standards remain intact.
- Anticipate guest needs and handle all issues while maintaining a warm yet professional approach.
0-5 years of experience
Manage and coordinate staff activity including oversight of on call staff, including resource management, scheduling and coverage assurance
- Manage program requirements including new patient registrations and verification that proper insurance requirements are met and compliant
- Consultation and training around insurance deductibles and copayments including Blue E, Real-Med, and N.C. Medicaid, and all miscellaneous insurances
- Create displays for presentations for meeting and public developmental activities utilizing PowerPoint
- Create front office annual budgets, monthly appointment schedules and daily data query information utilizing Excel
- Ensure proper completion and handling of disability forms and processing
- Liaison to employee interpersonal relation issues and HR
- Manage the entry of CPT coding required for daily patient processing
0-5 years of experience
- Supervised a staff of 10 Front Desk Agents.
- Scheduling and lead for group check-ins and checkout.
- Handled all guest complaints and ensure guest satisfaction.
- Generated daily reports to maintain proper guest account balances, guest placement, and satisfaction.
0-5 years of experience
Ability to assign and supervise team member performance in daily procedures
- Efficiently respond to guest inquiries and resolve issues in a timely and friendly manner
- Support and assist team members in day to day operations
- In charge of scheduling all Front Desk staff, Night Audit, and Managers on Duty
- Monitor, observe and assist in evaluating team member performance
- Going above and beyond call of duty by assisting other departments when necessary
0-5 years of experience
- Helped organize the front desk staff and took over for the Front Office Managers when they were not present.
- Responsible for training new employees
- Stayed on top of guest balances
- Addressed guest and employee complaints or concerns
- Checked guests in quickly and efficiently, and reminded them of any promotions or events that were going on for that night or during their stay. (ie-happy hour, karaoke)
0-5 years of experience
- Performed courteous and welcoming greetings to all incoming and outgoing guests
- Ensure that all guest needs are met at all times, to their preference
- Prompt and effective check in and checkout procedure for guests, confirming their return
- Provided up to date information of activities and events in the area for guests interest
- Maintained cash bank during shift for guest money exchange
- Build guest history profiles for returning guests
0-5 years of experience
Manage all front office functions, including overseeing billing and procedures
- Supervise, coach, counsel, and train a staff of 14
- Responsible for day to day operations, including opening and closing the spa, staffing for special events, and upkeep with all respective areas
- Act as Manager on Duty for various shifts, serving as main contact for all guest and colleague issues
- Coordinate special requests by working with other departments and thinking creatively
0-5 years of experience
Supervise and oversee all the duties performed by employees of the front desk
- Verify all employees of the front office are completing assigned tasks for their shift
- Responsible for making the schedule for all front desk employees
- Make sure all rooming lists, group lists, and arrivals are accurate for the day
- Anticipate critical situations and plan effective solutions to resolve certain situations
- Communicate with all department heads to maintain a smooth visit for all guests
- Help train new employees at the front desk
6-10 years of experience
- Supervise the overall daily operation of the medical clinic (patient appointment and registration scheduling, building and retaining clientele, and financial reporting).
- Regulate office schedule for physician and patients.
- Posted and balanced daily charge entry.
- Coded physician-patient office encounters using ICD-9, CPT codes.
- Worked closely with physician and office staff to assist with medical office and patient care.
- Performed overall receptionist duties by: answering telephones and fax request, greeted patients and guest, and collecting patient information and treatment payments.
0-5 years of experience
Supervision of patient scheduling, registration, financial counseling, medical records, billing and collection, data entry and processing, and cash posting
- Train and review methods to increase productivity and excellent customer service
- Develop, implement and maintain office policies and procedures
- Interview, hire and train a productive medical office team and conduct performance reviews
- Provide coverage and assistance to Practice Administrator as needed
6-10 years of experience
- Team leader responsible for the operations of the hotel during the night shift including the training, supervision, and development of staff
- Utilize pre-arrival planning resources via email to anticipate needs and individualize guests experiences
- Assist with the execution of incentive programs such as the “Room Upgrade Program†for ambassadors geared toward revenue management and improving department performance
- Implemented a “Did You Know†binder to raise awareness of the hotel operations
- Created the “Guest of the Day†program to promote guest appreciation and drive guest satisfaction
- Ensure quality service through inspection for the cleanliness of all public areas and guestrooms.
- Assist managers with the operation of the Housekeeping department including breaking out the house, inspecting rooms and public space, and assessing staffing levels
0-5 years of experience
- Supervise the front office and hotel to ensure compliance of company policies
- Motivate and train a 10-man team of front desk agents and night auditors
- Involved in decision making related to the hiring of potential candidates and termination of employees
- Serve as manager-on-duty including, but not limited to, front desk agent responsibilities and service recovery
- Scheduling, administering performance appraisals, and interviewing potential candidates
- Rewarded as Employee of the Month for October 2012
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[Front Office Supervisor]
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
