managing 2 apartment complexes

The primary commitment of the front-office manager is customer service because her efforts directly affect hotel guests and whether they return to the establishment. She oversees phone reservations and room assignments, greets and registers guests and fulfills requests for special services, such as meetings or transportation. She deals with any customer problems, and may offer discounts, adjustments to bills or complimentary rooms to compensate for inconvenience. She also meets with other department managers, such as marketing and revenue, to find ways of improving the guest experience.Manage all duties of the front desk operation, including reservations and guest services. Responsible to Hire, train, and discipline staff. Determine work procedures and prepare work schedules to ensure the smooth operation of the front desk.Empowers front desk staff to successfully handle guest needs, special requests, and complaints. Ensures all guest service issues are resolved prior to guests leaving the property.Trains front desk staff on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rate structures.Strives to be innovative in new programs designed to eliminate waste and increase productivity.Manages departmental expenses within budgeted guidelines.Have monthly meetings with team to discuss procedures and conduct training.Procure and maintain uniforms for all Front Office team members, which comply with company uniform policies.Performs other duties as assigned.

• Work directly with the General Manger to manage all activities of the property including employees, maintenance, sales, and profit/loss controls.• Perform goal setting, motivation, / discipline of employees, labor expense control, control of general expenses and resolving guest related issues in accordance with the company goals.• Coordinate, direct, and manage the hotel operation to achieve maximum profitability, ensure guest satisfaction, protect the financial aspects of the business, and maintain the building.• Direct and manage property operations to assure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control).• Overview HR matters including interviewing, hiring, training, assigning work, coaching/counseling and performance appraisals.• Ensure that product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness; establish and maintain preventative maintenance programs to protect the physical assets of the hotel.• Oversee the guest service function to ensure corrective action is taken to resolve any guest complaints and ensure superior guest service is delivered.• Revenue management and rate controls working with Booking and Expedia etc.• Perform other duties and responsibilities as assigned.

Owned and maintained several paid to read websites and various other websites, such as an online auction site and a member forum.• Brand development, web site traffic growth, and advertising revenue. • Trained more than 20 employees on how to process advertising and handle customer service.• Managed the planning and launching PR events.• Maintained and Monitored employee files. • Sales and processing of advertising and merchandise.• Processed accounts receivable and payable.• Created incentive programs for employees and members.• Created website design and layout.

Demonstrated ability to multitask. Performed duties as a front desk clerk, housekeeping supervisor, auditor, video poker attendant, and van driver.• Performed administrative and customer service work in multiple departments. • Stocked inventory to ensure all supply needs were met.• Carried out various checks to ensure the correct procedures have been carried out and to identify any possible errors.• Completed necessary changes on accounts when mistakes were detected.• Supervised staff of 30 employees. Conducted training on new procedures required.• Maintained an upscale environment for all hotel guests and video poker patrons.• Trained and monitored new hires in daily front desk processes and operations.

Worked as a training consultant with a variety of hotels. Trained hotel staff on the best way to maximize room revenue.• Created incentives to motivate employees.• Designed promotion packages for room sales.• Trained front desk staff on getting best rate for rooms.• Increased employee motivation to promote hotel sales.

Maintained all aspects of the front desk operations. Ensured all large group services were met with satisfaction.• Assisted guests in receiving room assignments.• Handled processing of large groups accommodations.• Answered phones and documented customer reservations.• Effectively worked to resolve customer complaints.• Ensured banquet room guests received optimal customer service during their stay