Hotel Front Office Manager

Hard Skills

- Front Office Operations Management

- Guest Relations & Satisfaction

- Revenue Optimization & Upselling

- Hotel Property Management Systems (Opera, Maestro)

- Reservation & Booking Software (SynXis, Expedia Partner Central)

- Revenue & Occupancy Analytics

- Budgeting & Cost Control

- Health & Safety Compliance (HOTREC standards)

- Digital Check-in/Check-out Solutions

- Data-driven Decision Making

Soft Skills

- Leadership & Team Development

- Excellent Communication & Interpersonal Skills

- Problem Solving & Conflict Resolution

- Multitasking & Time Management

- Adaptability to Emerging Technologies

- Multilingual: English, Spanish, French

*Front Office Manager | The Grand Luxe Hotel, New York, NY*

Jan 2022 – Present

- Managed daily operations of a 200-room luxury hotel, ensuring a seamless guest experience from check-in to check-out, achieving a 94% guest satisfaction rate.

- Led a team of 15 front desk staff, fostering training programs focused on upselling techniques, customer service excellence, and digital tool proficiency.

- Implemented a new PMS integration with a contactless check-in app, reducing check-in time by 20% and increasing operational efficiency.

- Developed and maintained standardized procedures aligned with brand standards and local health regulations, reducing guest complaints by 15%.

- Analyzed occupancy data to optimize staffing levels and promotional offerings, resulting in a 10% increase in revenue during off-peak months.

Front Office Supervisor | Oceanview Boutique Hotel, Miami, FL

Jun 2018 – Dec 2021

- Supervised front desk operations for a 100-room boutique hotel, ensuring quick resolution to guest requests and issues.

- Trained new hires in guest service protocols and hotel software systems, decreasing onboarding time by 25%.

- Managed guest check-in/check-out procedures using Opera PMS, contributing to a 95% average review score across booking platforms.

- Collaborated with housekeep­ing and maintenance departments to streamline room turnover processes, improving turnover rate by 15%.

- Led the initiative to introduce a mobile concierge app, enhancing guest engagement and service personalization.

*Guest Service Associate | Cityview Inn, Chicago, IL*

May 2015 – May 2018

- Delivered personable, efficient guest service in a busy 150-room property, earning recognition for exceeding customer service standards.

- Handled reservation requests, billing issues, and special guest arrangements with accuracy and a friendly approach.

- Assisted with implementing POS systems and digital scheduling tools, supporting front desk operations during system upgrades.

**Bachelor of Science in Hospitality Management**

University of Illinois, Urbana-Champaign

*2011 – 2015*

- Certified Front Office Manager (CFOM) – American Hotel & Lodging Educational Institute, 2023

- Hospitality Revenue Management Certification – Cornell SC Johnson College of Business, 2024

- Health & Safety Compliance Certification – OSHA, 2022

- **Digital Transformation Initiative:** Led the deployment of a contactless check-in/out system, significantly reducing wait times and enhancing guest safety post-pandemic.

- **Sustainable Hospitality Program:** Introduced a linen reuse and energy-saving campaign, decreasing the hotel's utility costs by 12% annually while aligning with eco-friendly standards.

- **Guest Personalization Campaign:** Developed a new CRM-based guest profiling system that increased repeat bookings by 18%, tailored service touches, and personalized promotions.

- Opera Property Management System

- Maestro PMS

- SynXis Revenue Management Platform

- Google Workspace & Microsoft Office Suite

- Tableau & Power BI for Data Visualization

- Contactless Check-in Apps (Zenott, OpenKey)

- POS Systems: Micros, Lightspeed

- English (Native)

- Spanish (Fluent)

- French (Professional Working Proficiency)