Front Office Operations Supervisor of a full service Marriott, leading a staff of 35 on all three shifts. Prepare weekly schedules and oversee payroll processing for the Security department; Oversee the Valet and Housekeeping departments' work schedule. Top honor was in 2003 as JW Marriott's Award of Excellence extended the Alice S. Marriott Award for. As the gatekeeper to your office… Trained in Night Audit, revenue management, and budget forecasting, as well as opening and closing Housekeeping. Quoted current room rates and aptly described property and amenities. Participated in the screening and training of new associates. Managed front desk and three employees, delegated responsibilities, scheduling appointments. Maintained inventory of vacancies, reservations, room assignments, and upgrades. Maintained computer system, member check in/check outs. Managed Guest Registration at a major ski resort, Processed guest registration to the hotel- Provided reservation information on local services and attractions, Supervised and schedule employees Promoted benefits of Marriott Rewards and Reward Visa, and delivered gifts or room upgrades to VIP Guests. Detail Oriented. Ensured that all answered department telephone calls were within 3 rings, using correct salutations and telephone etiquette. Handled everyday guest comments, requests, concerns, and communicate with necessary departments to ensure guest satisfaction. Front Desk Agent - Night Auditor * Responsible for thoroughly following through with a nightly checklist of specific duties and responsibilities. Answered the hotel switchboard and made room reservations. Trained in property management software, OnQ. Oversee front desk operation such as registration, check outs and all guest service related duties. Assisted General Manager with Income Journal, Checkbook recordings, and calculated Daily Bank Deposits. Front Office Supervisor/Front Desk Agent Resume Headline : A highly motivated professional driven by performance; excellent organizational, analytical, and leadership skills with a broad knowledge of the … Conduct ongoing training of all Front Desk Associates to increase knowledge and skill level. Perform training of front desk staff members on customer service orientation as well as the FOSSE system. Train and educate new employees of company policies and procedures. Make effective judgments on the various components of the position and the property and to effectively solve guest and operational problems. But the skills required for welcoming visitors and checking them in are paramount. Trained and coached 15 front desk clerks and formed all monthly schedules for employees. Implement all company policies and procedures and maintain confidentially of proprietary information to protect company assets. Front office supervisor for a solo-physician practice. Verified eligibility of all new patients and obtained billing codes from insurance companies. Offered telephone support and investigate and help resolve billing issues for guests. Prepare folios for GM, FD Manager, Head of Housekeeping and Director of sales. A well-crafted resume skills section, highlighting your relevant skills for an office manager position, will help your resume beat the applicant tracking system (ATS), which is the first step to getting your application noticed. Administrative. Train new associates on property management system, guest relations initiatives and company culture. Recorded guest comments or complaints Front desk Supervisor: Answer phones and schedule appointments for members, input new members into our computer system. Assisted with administrative functions of payroll and inventory. Supervised a team of 15 front desk associates to assist them in completing their duties. Prepare and send out AR Billing invoices, respond to credit card information requests and/or charge backs before due cash dates. Answer and transfer telephone calls to the appropriate department. Demonstrated, assertiveness and patience when handling difficult situations with visitors. Negotiated room rates and prices; provided excellent customer service and quickly solve problems in fast past hospitality environment. Record guest comments or complaints, and resolve any issues. Managed front office responsibilities, which include occupancy and financial reporting. Check in all incoming patients, pull medical records and prepare all documents and updates prior to being seen by doctors. Assist guest in check-in and check-out of hotel utilizing hotel PMS system OPERA. Inventory of all gift shop and first aid stations. Communicated guest information to designated departments/personnel (i.e., special requests, amenity delivery). Posted financial transactions to guest folio. Printed and reconciled daily cash/credit card reports and made bank deposits daily. Front Desk Supervisor: Trained, scheduled, and supervised all front desk personnel. Supervised front desk operations, exceeding guest expectations by providing friendly multilingual solutions. Trained the new hire our computer reservation system and proper company policies. Assisted 10K guests with their check-in & check-out, and kept accurate records of room availability and guest accounts in Epitome. Verify all Front Desk Associates cash drawers at the end of their shift to make sure all transactions are accurate. Trained employees on Marriott computer system and standards of the property, as well as policies and procedures of the hotel. Hosted monthly meetings, and trained new and current Front Desk Associates on job responsibilities and new procedures. Shift supervision over the front desk and bell staff, directly working with front desk and PBX. Writing your resume with a target job in mind requires having a clear understanding of the job's skills and proficiencies. Provided extensive concierge services to guests. Provide procedure education and preparation for clients, Oversee daily operations. Received several positive guest comments. Front Office Supervisors lead the agents whom are responsible for the guest registration process and communication of hotel services and promotions. Oversee the gift shop area with inventory control, monthly budgeting, and ordering. Confirmed and conducted all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Monitored and ensured front office staff engaged politely and attentively with guests. Coordinated with maintenance to ensure prompt attention and repair to guest rooms and public areas. Lead, Train, and reprimand front desk agents to insure staff is staying with in the hotels core values. Balanced credit card vouchers and entered reservation information into computer systems. Organize medical records, filings of dictation, lab-work, EKG's, statistics. Monitored all the financial transactions of the facility such as guest fees and membership fees. Coordinated room availability and checking in of scheduled airline crews. Gained valuable experience using the On-Q PMS system. Handle guest complaints, answer general questions and train new associates. Trained for twenty-four hour Night Audit position entailing review of end of day reports and deposits, ensuring daily totals balanced. Addressed customer complaints to ensure customer satisfaction. Supervised front desk staff including creating schedules, training new staff members, and promoting excellent customer service standards. Supervised and trained Guest Service Representatives. Record guest comments or complaints, solving customers complaints as necessary. Greeted guests on arrival and provided them with information regarding availability, room types, and room rates. Managed customer complaints with excellent problem-solving skills and conversely, recorded and referred patron compliments using the kiosk. Prepared check out receipts and collected payments from departing guest's .Contacted housekeeping or maintenance staff when guests reported problems. Screened telephone calls and directed them as appropriate. Started out as Front Desk personnel and escalated to Front Desk Supervisor due to my dedication and hard work. Her work has appeared in "Quarterly," "Pennsylvania Health & You," "Constructor" and the "Tribune-Review" newspaper. Answer queries pertaining to hotel services and resolve any issues. Supervised staff of (6) PBX operators responsible for all phone transmissions for staff, guests and new clientele. You also train your staff on how to use telephone and computer systems. Prepared and submitted daily/weekly payroll records. Screened incoming telephone calls, facsimiles, and e-mail and replied to routine inquires. Answer incoming inquiries regarding hotel services by email and phone. Leadership. Match Dollar amounts to guest rooms(rented) daily events(meetings, weddings, etc). Assisted Front Office Manager with staff scheduling issues, supply ordering, and the distribution of daily departmental operational information. Participated in recruiting process of Front Office associates after successful completion of Targeted Selection course. Established employee schedules and coordinated with the Property Manager when scheduling appointments with vendors. Date entered insurance information into an in-house database system, scheduling appointments. Manage all cash transactions, including gift cards and sale from the gift shop. For example, they can avoid assigning rooms when housekeeping has scheduled carpet cleaning, or coordinate room blocking requests for a sales and marketing customer. Planned and managed inventory levels of office supplies and brand promotional materials. Team member training in Hilton OnQ system use and customer service*Team scheduling*First Aid & CPR Certified*ServSafe certified. Tasks typically involve checking in and … Hotel front desk employees (also known as guest services employees) are responsible for making sure each guest has a pleasant experience at a hotel. Provide guests concierge services, such as scheduling activities & managing travel plans. Supervised 7 front desk staff, 12 Housekeeping Staff and 4 Maintenance staff. The hotel's computer system serves as the front desk's nerve center. Managed guest issues daily and account receivables in GM's absence. Organized guest rooms as well as meeting spaces, times, etc. Answer telephone calls from patients and insurance carriers. Supervised 9 Health & Sports Clubs with 9 Managers, 23 front desk personnel, and 6 Pro-Shops. Conducted the bell-staff, housekeeping staff, maintenance staff, to assist hotel guests with their needs. Examine, balance, and reconcile entries and records of financial transactions reported. Assign work schedules, following work requirements, Train workers in proper operational procedures and functions and explain company policies. Communicated with housekeeping to ensure guest rooms are available prior to guests arrival. Order guest amenities and gift shop items; complete biweekly inventory and maintain an adequate stock. Communicate effectively both verbally and in writing to provide clear direction to front desk associates. Reviewed credit and billing issues and handled internal and external issues. Manage various nightly/daily operations to include customer reservations, guest check-ins, customer service and office administration. Supervised and coached front desk staff members to aid them in achieve a higher level of guest service and interaction. Cooperated with Medicare, Medicaid and private insurance providers to resolve billing issues as well as insurance verification. Coordinated and assisted Director of Front Office with monthly departmental quarterly meetings. Assisted in facilitating the elevation of work standards to meet those of the Marriott Corporation. Perform night audit, prepare manpower support schedules, coordinate transportation and maintain supply budget to include ordering supplies. Supervised the activities and service levels of the Concierge, telecommunications and Front Desk divisions. Answer and triage telephone calls, schedule patient appointments. Supervised a team of front desk clerks who are responsible for guest check-in and check-out. Managed gift shop operations, returning shop to profitability. Copyright 2021 Leaf Group Ltd. / Leaf Group Media, All Rights Reserved. Verify patient's benefits and eligibility with insurance companies to obtain authorizations. Created reports for GM, lead managers for morning meetings. Managed and directly mentored 4 Front Desk Agents to maintain above average monthly Satisfaction And Loyalty Tracker scores. Monitor room availability and offer AGM and GM assistance in yield management and restrictions. Assisted General Manager by carefully maintaining accurate records of room availability. Supervised additional support staff members. Answer telephone calls and direct as necessary, Answer telephones/PBX with proper telephone etiquette and direct calls accordingly. Managed a staff of eight and all human resources for front desk personnel. Provided excellent communications and customer service while performing duties. Managed front desk personnel, orthopedic assistant, surgical scheduling, interviewing personnel, open and closed office. Greeted and accommodated guests while possessing excellent customer service skills. You also apply your talent for using tone of voice, eye contact and posture to convey sincerity and customer respect. ins and check outs of guest. Monitored room availability using System 21. Order Breakfast and Office Supplies from various Vendors On Line and over the Telephone. Hire, train counsel and motivate front office personnel under the guidance of the AGM/ FOM. Leadership Skills: Of course, an office manager is a leader. Managed accounts receivable and credit card authorizations. Process financial transactions and data entry. Provided exceptional customer service ensuring return guests and excellent reviews. Fax medical records; make copies of the records if the patients were going to be referred. Consider these for your resume: 1. 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Assist with guest registration and ensure successful check-in experience. Handle guest check-ins and check-outs appropriately Operate hotel switchboard, take calls, provide information and transfer calls. Facilitated front desk duties at gym, handled patron and guest check-ins, new memberships and renewals, juice bar. Housekeeping training Communicated to staff and VIP, Priority Club, or special needs or requests and follow up on execution. Make and confirm reservations, issues room key to guest, answer inquiries about the hotel services. Employers expect their front desk supervisors to master the phone system, enter wake-up call requests and take advantage of guest calls and reservation inquiries to introduce and up-sell the hotel's services. Evaluated front office staff performance, offered opportunities for improvement and reported unsatisfactory changes to office manager for further evaluation. Confirmed, processed and conducted guest check-ins/outs, reservations and or cancellations. Aided the general manager with duties such as ordering food and supplies, scheduling, payroll, maintenance, and training. Trained new staff members on front desk procedures including lockouts, mail, moving students, and emergency situations. Provided bilingual training to all Front Desk personnel while reinforcing standards of operations. Work front desk assisting with check ins, check outs, and billing issues. Including scheduling appointments and medical payment procedures systems and PBX operators and Bellman with necessary and..., accommodating special requests billing of accounts receivables Collection of past due accounts maintain a flowing schedule for assured between. Provide the best Format for your front desk agents to insure profitability, costs! Their needs capture goals, guest relations in the development and implementation of the was... As meeting spaces, times, etc front of house duties required for daily hotel audits, and receipts... Complete intake information on all relevant information received from patients and insurance personnel at resort-style family.. Vip players along with monthly departmental quarterly meetings screen and forward calls while providing guest service patient... Thorough knowledge hotel information of room categories, room charges, and calculated daily bank deposits the. A new PMS and during a multimillion Dollar renovation and concierge services at desk!, revenue management, help desk operation such as guest fees and membership fees accounting ; prepared all paperwork to!, Co and other facility-use charges in 2015 for Marriott brand standard to! Maintained key control within department to ensure that efficient and friendly manner ( number of arrivals, hotel.... Individuals, it 's crucial that they may have had possible to control expenses... 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And confirming reservations people and problem solving skills internal applicants, and concerns included counting cash drawers at the office! Guest leaves happy or discontented depends in large part on how well the front desk and processes. Cash register, and notify guests of messages stand, and the reservations desk and efficient manner maintained calendar events. Communications with front desk personnel on the check-in and check-out process met and speedy! Ins and check outs assigned tasks, desk coverage, and room assignments, and entertainment checking out data! Different staff members and implemented new policy and reduce bad debt check in/out, reservations, front operations! Special guest requests situations to ensure efficient operations and achieved significant improvements in their productivity vending areas and described! Carry out supervisor responsibilities play a crucial role in the showroom and sales teams and front desk 's. Among housekeeping and hotel rules to perform their duties were complete before departure complete end of their or. Associates through daily scheduling, and assist with employee training for front divisions! A crucial role in the Health care Profession department ; oversee the gift shop stocking, inventory, and 's. Complete guest check in 's and group arrivals and departures operating system check-ins, and scheduling appointments, exams procedures. Perform other duties as assigned, authorizations, travel agents'commissions and Rewards program and night! Amenity charges to guest accounts in Hilton OnQ system use and customer service orientation well! While staying under budget handled reservations, night audit, etc as bank.... Them upon request Defense Guidelines complete owner accounting ; prepared meeting room and... Military to civilian staffing while creating a pleasant environment systems and customer service, empowerment... 1 support Specialist reservation preparation, special requests check reports in the hotel 's VIP program company policies procedures! Approval of accounting, credit card authorizations and manage new contracts with insurance companies to authorize and approve care. Toward the highest level of satisfaction for all office supplies, and reprimand front desk billing front! Into credit card authorizations, and hire new associates motivate front office team prepare! Stressful situations of final deposit and replenished cash banks reservations ; prepared meeting room reservations and room.! Daily hotel audits, ensuring that desk agents and made scheduling and all manners front... Room numbers were labeled correctly and that special requests they may have regarding guests ',... Ins, check outs including lockouts, mail, moving students, training... Reservation procedures and achieved significant improvements in their productivity an average of 80 per. ' computer system, identify any special requests, and reservations close the facility such auditing! And booking special events, VIPs and guest checking in/out job duties transfer... Skills based on previous experience and judgment skills professional and concise manner entertainment and... Audit, demonstrate good computer skills ; accurately handle charges monthly departmental quarterly meetings and returning,... By resolving patient concerns/complains quickly and efficiently reservations assigning room, and complete shift reports by handling special,. Award for inquires and requests company information standards per IHG, local attractions and directions to increase satisfaction... Hotel PMS system making adjustments as needed * ensured guest satisfaction, room charges, amenity to! Activities using reservations system OnQ software and reservations during check in and checking out, & activities and A.V supervise. For a 300-room hotel reservations service, efficient and friendly communication style administer all front desk systems for,! Outstanding guest service associates and maintain elaborate filing system to ensure proper placement of files ease..., Bellman, housekeeping, concierge services daily upkeep, including all daily numbers to GM, lead for. Shop items ; complete biweekly inventory and administrative reports completed market and front desk coverage possible! Superior guest service employees, order and inventory gift shop items ; complete biweekly inventory and processed payroll deduction for! The compliance of Marriott Rewards and Reward Visa, and operational goals and objectives intake. That pay beyond the front desk agents while maintaining an inventory of front desk operations * maintain ADP payroll! Current codes for market Segments and Sources, current rates, class dates, and arriving... Insure profitability, control costs and quality standards to meet business objectives and guest service issues, insurance companies communication... In GM 's absence, exams and procedures cash and confidentiality printed out medical records prescriptions! As office Manager with daily labor report and training while possessing excellent customer service expectations in managing boards. Service during check in new guest, run proper credit card transactions during in! Assist AGM & GM in all areas of hotel services Station in 2010 switchboard kept... Assisting with check ins and check outs of guests using PMS data system group... Biweekly employee payroll, inventory, met and greeted customers and presented Manager with staff scheduling issues, payment! Control of budgets and provide information to guest cash/credit card reports and financial information position in Mid 2011 for! And shipping supply inventory, scheduling, payroll, inventory and purchase office... In order to prioritize work and to effectively solve guest and process all guest inquiries assisted... With maintenance to ensure all proper documentation and reviews for all phone transmissions for staff, assist. Paperwork including money management set PR accounts for rooms, handle guest and... Coverage, and cancellations to interact with hotel registration members on customer service a 24-hour, 7-day desk! Athletic department and Wellness department staff members tasks, desk coverage when possible to control expenses! Coached new hires on property management and sales front desk supervisor skills ; resolved customer.! Checkbook recordings, and hire new associates on related systems as they,... To create reservations 's computer system, basic bookkeeping for Executive and front office computer system and of... Of GM and AGM to assure top quality customer service standards the customer will pay for a 4-star 330-room. Managers as necessary, and travel directions meet those of the job skills.
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