Demonstrated proficiency in managing hotel operations, including the expert implementation and training of Opera PMS 5.6, leading to streamlined operations and enhanced guest services.Fostered a positive work environment and optimized employee retention by successfully negotiating and implementing a wage adjustment, aligning salaries with market standards, and directing departmental meetings.Upheld industry benchmarks and internal standards by executing standards testing procedures, resulting in enhanced front office services quality.Monitored departmental expenditures and minimized unnecessary costs.Maintained accurate financial records and ensured timely processing of invoices.Cultivated partnerships with local businesses to enhance the guest experience.

• Ordered supplies and maintained inventory control, minimizing unnecessary expenses.• Recruited and staffed department using company-hiring standards.• Tracked customer satisfaction surveys, maximizing usage of response tracking systems.• Communicated verbally and in writing to provide clear direction to staff.• Trained and developed associates and supervisors to reach company goals.• Facilitated month-end closing processes, invoicing and journal entries.• Created weekly schedules based on predicted staffing needs, budgets and employee requests.• Worked with the General Manager and Revenue Department to keep track of the hotel's finances as it relates to the Front Desk.• Guided and directed staff members by setting performance standards and monitoring work activities and tasks.

• Addressed guest complaints and resolved any issues in a timely manner.• Kept the front desk area organized and clean.• Processed guest payments and provided accurate change and receipts.• Answered questions in person and by phone or email regarding services, rooms and hotel amenities.• Maintained confidentiality of proprietary materials and information.• Thanked guests with genuine appreciation, providing gracious greetings and fond farewells.• Trained staff members.• Assigned duties to workers and scheduled shifts.

• Resolved guest issues with creative solutions, escalating major concerns to management.• Reconciled daily cash drawers and prepared end-of-day reports.• Collected and received correspondence for supervisors and other employees.• Completed verification reports and system updates to maintain smooth operations.• Coordinated with housekeeping staff to verify all rooms were clean and ready for guests.• Generated computerized customer bills and processed customer payments.• Handled cash, credit and debit card transactions accurately.• Greeted customers upon arrival and provided assistance with check-in.• Transmitted and received messages, using telephones, and telephone switchboards.

In this position I handle guest check ins/check outs, as well as set up or cancelled reservations when requested in accordance to hotel policy. I also prepared food orders and set up hotel breakfast in accordance to company food and drink standards. Occasionally helped set up meeting rooms, which included arranging tables and chairs and providing refreshments according to directions given by my Sales Manager. Interacted with guests in the gallery area, and provided input on area attractions and restaurants.