Managed the front desk with check in's and check outs. The responsibilities mostly comprise managing the day to day operations of the … Acted as hotel representative in various problem-solving capacities, manager on duty during weekend shifts and some night audit work. Managed the purchasing process for our gift shop. Performed all necessary supervisor functions successfully including resolving guest opportunities, billing issues and all manners of front desk inquiries. Compiled daily revenue analysis, monthly profit and loss discrepancies, accounts payable/receivable, payroll submission and credit card disputes. Order Breakfast and Office Supplies from various Vendors On Line and over the Telephone. Enhanced the teaching aids for Women Sharing with Women Program * Manage the day to day organization of front office administration. Led team operations of the hotel including 632 guest rooms. Answer inquiries regarding hotel services and registration by letter, by telephone and in person. Certified ONQ and PeopleSoft Data base/ hotel management systems. Corrected billing issues such as credit card authorizations and wrongful charges. Oversee the daily operations of athletic club, in an addition to scheduling staff, payroll, and programs. Implemented company policies and procedures and operational goals and objectives. Received Marriott's Spirit to Serve Award for commitment to service excellence and guest satisfaction. Ensured the compliance of all company policies and procedures. Work as a supervisor at a hotel front desk on UGA campus with 200 guest rooms and multiple conference rooms. Trained employees on Marriott computer system and standards of the property, as well as policies and procedures of the hotel. Managed front desk personnel, orthopedic assistant, surgical scheduling, interviewing personnel, open and closed office. Verify patient's benefits and eligibility with insurance companies to obtain authorizations. Organized and processed all guest check-ins/check-outs, reservations, requests, and cancellations: by phone and on site. Trained and supervised five Front Desk associates at two hotels ranging from 105 to 150 rooms. Handled all switchboard operations and gave concierge services to all guests. Maintain and build customer relationships through excellent customer service. Her domestic and international experience includes human resources, advertising, marketing, product and retail management positions. Introduced and managed new cross-training programs, increasingly flexibility of scheduling, and enhancing effective customer service strategies. Assist guest in check-in and check-out of hotel utilizing hotel PMS system OPERA. Assisted Executive Director with administrative clerical duties and customer service. Monitored room availability using various software. Followed all company policies and procedures; ensured uniform and personal appearance were clean and professional. Develop a thorough knowledge of the computerized property management software used in the daily operations of taking reservations. Provided front desk and guest services associates with tools to maintain and increase service levels and promote room upgrade sales. Organized guest rooms as well as meeting spaces, times, etc. Promoted to team lead and was known to provide the best training for any new associates. Communicate with vendors to resolve scheduling and billing issues. 1-2 years Front Desk experience including some supervisory experience Ability to handle pressure and varied work loads Candidates must be highly organized, adaptable, excellent time Computer aptitude … Oversee, assist, and train front desk personnel with all aspects of a medical office. Prepared bank deposits and assisted in accounts payable duties. Resolve or refer to other Management all guest concerns, complaints or suggestions in an effort to provide superior guest services. But the skills required for welcoming visitors and checking them in are paramount. Conducted financial transactions and special client requests. Train and manage new staff members to interact with guests to provide great customer service experiences. Use the office manager top skills … Research and resolve guest billing issues. Processed and approved payroll submission. Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc. Trained new associates in standard practices and procedures meet corporate standards. Order guest amenities and gift shop items; complete biweekly inventory and maintain an adequate stock. Produced Data entry input into credit card machine for individual and corporate enrollments. Aided the general manager with duties such as ordering food and supplies, scheduling, payroll, maintenance, and training. Coordinated 487 room reservations and dealt with overbooking with guests and travel agencies. Processed daily deposits and submitted documentation of any cash due back to staff members' banks. Supervised all group room reservations entries as well as special VIP requests. Served as chairperson of the employee-based group that focused on guest service improvements, community service coordination and enhanced employee satisfaction. Handle all guest complaints as well as bank deposits and invoicing for direct billing. Keep accurate records of room availability. Handled financial transactions for flower orders for: weddings, funerals, receptions, and individual flower shops. Train and oversee front desk agents to ensure guest privacy is kept and tasks are being completed. Addressed and accommodated customer service issues daily. Maintained computer systems for all hotel business including night audit reports managing all incoming and outgoing cash flow for the hotel. Supervised Front Desk Clerks/Gift Shop/Take Reservations. Led front desk employees in providing full service operation with directing bell staff, concierge services, and van drivers. Advance knowledge of the PMS and MARSHA hotel systems. Trained new employees for front desk clerk and made scheduling and did bank deposits and reports. Input pilot information into OnQ and assure they are assigned to rooms that meet contractual requirements. Served as primary liaison to various clients and departments taking charge of guest complaints and billing issues. Assisted the Front Desk Manager by handling special requests, group blocking and unusual circumstances. Implemented an employee appreciation program which rewarded front desk agents for getting positive comments and feed back from recent guests. Communicated to staff and VIP, Priority Club, or special needs or requests and follow up on execution. Process guest registrations, check-in/checkouts, reservations, night audit, demonstrate good computer skills; accurately handle charges. Trudy Brunot began writing in 1992. Provide training and coaching to front desk agents to maintain consistency while also adhering to policies and procedures set in place. Principles of Management for the Hospitality Industry; Dana Tesone. Handled customer complaints and accommodated them appropriately. Inspect guest rooms, public areas, and heart of hotel for cleanliness. Greeted guests on arrival and provided them with information regarding availability, room types, and room rates. Supervised all front desk operations of a 724 room property under the direct supervision of the Front Office manager. Provided training and supervision to guest services representatives on policies and procedures pertinent to the hotel operations of this 300-room facility. Served as Interim Facilities Manager expanding my supervisory responsibilities to include maintenance staff and overall Center efficiencies. Work closely with GM and AGM to assure top quality customer service and performance. Lead, Train, and reprimand front desk agents to insure staff is staying with in the hotels core values. Handled special requests, welcomed VIP and returning guests, and worked toward the highest level of satisfaction for all guests. Maintain and manage memberships, open and close the facility, maintain records of memberships, payroll, and other events. Resolved customer-billing issues, further assisted with clientele in the Health Care Profession. Assist with the inventory and maintenance of business office supplies and the completion of business office reports. Monitored systems inside and out, ensuring PMS and MARSHA systems remained in sync. Performed night audit duties to ensure there were no financial account discrepancies and prepared the system for the next business day. Answer queries pertaining to hotel services and resolve any issues. Responsible for training all new hires for the PMS system and hiring of front desk staff. Worked with food and beverage staff to assure VIP Guest Lounge maintained standard of excellence. Used my knowledge of the PMS to run and compile reports for the General Manager, Data Manager, and CEO. Assist in training of new associates and maintain constant training of agents as cashiers. Entered into computer system, details of preregistered groups' charges for food from catering department and A.V. Ensured compliance with brand standards and delivered superior guest services to an affluent clientele, which significantly increased guest retention levels. Collected payments on outstanding balances with insurance companies and patients. Managed accounts receivable and credit card authorizations. Received and confirmed room reservations via letter, telephone, fax, E-mail, or personal contact. Answer incoming telephone calls in a friendly, professional manner, and promptly. Entertain all customer complaints for validity and resolution. Answered PBX switchboard, kept daily logs of client communications and hotel correspondence. The hotel's computer system serves as the front desk's nerve center. Perform secretarial duties consisting of scheduling appointments, producing reports, call management, and organization. Assisted manager with daily functions including providing direct supervision of front desk clerks as well as housekeeping staff. Direct and administer all Front Office Operations to insure profitability, control costs and quality standards to ensure total guest satisfaction. Coordinated with cleaning and maintenance staff to ensure that all rooms were clean. Handle guest registration and room assignments; blocking reservations and cancellations. Supervised the front desk, breakfast and maintenance staffs. Maintain organization of office supplies, record keeping, filing, reference materials, and correspondence. Keep accurate record of room availability and in-house guest manifesto. Assist management team with scheduling, deposit, collections, and training of new associates, and other duties as assigned. Posted room charges, maintained guest accounts, balanced register, and conducted nightly audits. Responds in a professional and courteous manner to … Acted as Office Manager over front desk operations, equipment maintenance, office and shipping supply inventory, and accounts receivable. Manage large group reservations, billing statements, and contracts associated with group, along with overseeing VIP reservations. Coordinated with maintenance to ensure prompt attention and repair to guest rooms and public areas. Place monthly orders for all Front Desk amenities and office supplies. Creative problem solving 3. Make effective judgments on the various components of the position and the property and to effectively solve guest and operational problems. Verified, adjusted and addressed billing issues. Maintain an up to date knowledge of the surrounding attractions, Restaurants, and all concierge services. Handle guest check-ins and check-outs professionally and in a welcoming and specialized timely manner. Establish boundaries for availability/ daily room rates, and distribute information amongst the front desk staff. Responded to Guest Assistance, Customers Really Matter and other special requests, needs, problems and concerns. Handled customer complaints/payment problems that were Manager level. Coordinate daily group arrival/departure preparation, special requests, room assignments, VIPs and guest amenity programs. Assisted with all sick calls or tardiness by finding proper coverage and any scheduling concerns on the night audit shifts. Scheduled use of the facilities using Microsoft Excel, maintained calendar of events, verified student/faculty/staff memberships. Assist housekeeping in managing their boards effectively; to ensure room availability at check in. Communicate on a daily basis with supervisors, maintenance staff and housekeeping for proper functioning of the hotel. Review and optimize performance of other Front Desk Associates through coaching, modeling and corrective action. Demonstrated, assertiveness and patience when handling difficult situations with visitors. Developed time-management skills with membership paperwork including money management and allocation, customer service and general chores. Oversee a team of 4 front desk associates as well as achieve quality results through training, communication, and empowerment. For example, they can avoid assigning rooms when housekeeping has scheduled carpet cleaning, or coordinate room blocking requests for a sales and marketing customer. Deliver world class customer service Front desk managers also compile reports for management, including occupancy reports and financial information. Maintain current credentials for all active providers, as well as keep track of inventory and processed all office supplies. Assist with daily Labor report and training all new employees./ Advanced knowledge in Opera PMS System. A front desk supervisor is responsible for running the front lobby of an establishment, including welcoming visitors, taking their information and choosing the best room to fit their needs. Process daily financial transactions, including the verification and processing of credit card transactions includingthe processing of the hotel deposit. Leadership Skills: Of course, an office manager is a leader. Assist patients with the processing medical records, prescriptions requests, and referrals. Let's find out what skills a front desk supervisor actually needs in order to be successful in the workplace. Post charges to guest accounts for rooms, food, or telephone calls. Supervised front desk operations and ensured guest satisfaction by teamwork and mentoring. Assisted GM and AGM in accounts receivable for direct bill guests. Verify patient insurance information, treatment authorizations, co-payment collections and daily reconciliation and medical records management. Process check Checked on credit card warning list at the end of my shift to ensure that all guests have valid credit cards. Coordinated maintenance, housekeeping, hotel services and guest registrations. Managed financial transactions, data entry and overall record keeping. Performed concierge services for a 5-star, 286-room hotel. Balanced credit card vouchers and entered reservation information into computer systems. Verified and adjusted inconsistent room rates using a rate variance report. Manage all staff members within department to ensure guest service personnel comply with company policies and procedures. Established employee schedules and coordinated with the Property Manager when scheduling appointments with vendors. Assure that guest's special requests are addressed in a timely and efficient manner. Help with desk work, check-ins/outs, reservations, concierge, bell work, and PBX phone operations when needed. Help front desk team exceed Marriott Reward sign up goals by hosting contest. Ensured that all answered department telephone calls were within 3 rings, using correct salutations and telephone etiquette. Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Support and supervise daily operations and communications with Front Office, Guest Relations, PBX staff and Managers. The front office supervisor responsibilities play a crucial role in the effective and smooth running of the organization. Supervised and trained Guest Service Representatives. Worked each 1st, 2nd, and night audit shifts, and stayed on-call to assist staff on high-occupancy nights. Interact with hotel guests, and assist with any special requests they may have. Provided superior guest service while executing smooth check-in/welcome to guests upon arrival. Overlook Hotel VIP guests/Group to ensure the guest had a remarkable check in/ check out experience. Performed a wide range of administrative and office support activities such as payroll, budget and coding, and scheduling. Being in a position where they interact with so many empl… Train new employees, order and inventory gift shop items, code invoices, make group reservations. Created new hire accounts in Hilton's ONQ Front Desk system and trained new Front Desk Agents. They also step in to resolve difficult guest issues and personally attend to VIP arrivals. Assisted 10K guests with their check-in & check-out, and kept accurate records of room availability and guest accounts in Epitome. Answer department telephone calls using correct etiquette. Service levels provided to guests and fellow employees. Performed guest check-ins and check-outs, room moves and courtesy checks in a timely, efficient and friendly manner. Managed VIP arrivals and room assignments, set up amenities and communicated requests to housekeeping. Answered the in/outgoing telephone calls and direct the calls to appropriate department On Q. Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction. Handled the bank deposits, interviews, hiring of staff, new hire paperwork and assisted in the sales department. Check in and Checkout of Guests using PMS data system. Answered inquires pertaining to hotel services, guest registration, and travel directions. Assist with guest registration and ensure successful check-in experience. Evaluated front office staff performance, offered opportunities for improvement and reported unsatisfactory changes to office manager for further evaluation. Introduced suite up-sell commissions for front desk clerks increasing suite up-sell revenue to over $200,000/month. Hired, trained, supervised and coordinated work flow of 4 Front Desk Clerks. Complete end of day activities including posting charges to accounts, completing cashier and closing reports, running night audit backup. Oral and written commu… Oversee room reservations, front office systems, supplies inventory, Confirmed and conducted all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Established business relations with companies and organizations around the area to offer our hotel services for frequent business travelers. Checked key packets to ensure that all room numbers were labeled correctly and that special requests were met. Provide guests concierge services, such as scheduling activities & managing travel plans. Screened potential applicants, assisted with default accounts and input information into multiple computer systems as necessary. Led the front desk team through a transition to a new PMS and during a multimillion dollar renovation. Communicated guest special requests to designated departments. Provide guests with outstanding guest service, efficient and effective registration and billing services in a professional, friendly manner. Coach, counsel, and discipline employees when necessary, using proper documentation and proper techniques. Managed gift shop operations, returning shop to profitability. Provided exceptional customer service by exhibiting caring, concern and patience in all guests' interactions. Getting the details right is critical in the healthcare industry. Answered inquiries pertaining to hotel services guest registration and travel directions or make recommendations regarding shopping dining or entertainment. Supervised and coached front desk staff members to aid them in achieve a higher level of guest service and interaction. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Focused on member retention, and proper documentation of membership changes and cancellations. Register guest into hotel in a promt and courteous manner using up- selling techniques to maximize room rates. Share expertise and continually inspire the front office team to maintain a friendly, cheerful and courteous demeanor at all times. Yield hotel to maximize revenue by setting and adjusting room rates through analyzing predictive demand, competitor pricing and event schedules. Assisted guests by providing travel directions and activity recommendations including shopping, dining, and entertainment. Certified on OnQ and proficient in Microsoft Word and Excel programs. Reconcile hotel bank deposits and work with accounting to ensure adherence to credit policy and reduce bad debt. Front Office Supervisors lead the agents whom are responsible for the guest registration process and communication of hotel services and promotions. Provided extensive concierge services to guests. Lead the front desk associates in consistently providing world-class experiences for our guests. Use flexibility in scheduling to operate first and second shifts as well as third shift night audit as needed. Participate in various educational seminars and evaluate front office operations and recommend changes if required. Monitored room availability using OnQ Whether it’s at a hotel reception or at the local … Housekeeping training Responded to all guest inquiries and assisted with PBX Operator duties when necessary. Oversee the Front Desk Operations during the day time in absence of the Front Office Director and Hotel Assistant General Manager. Maintained accounts receivables and established room rates. Provide support to front desk agents by resolving guest issues and assisting with check in and check out. Handle guest check-ins and check-outs appropriately by following procedures. Coordinated departments to maximize room availability and turnaround. Create room assignments and distribute keys to incoming guests. Handle guest complaints, answer general questions and train new associates. Managed day-to-day operations of the billing/front office departments. Booked and coordinated reservations for parties and VIP guest, according to company policy. IT service operations and Service Desk management, Help Desk Analyst: Tier 1 Support Specialist. Managed daily operations of both housekeepers and housemen, resulting in increased productivity. Assign work schedules, following work requirements, Train workers in proper operational procedures and functions and explain company policies. Front Desk Supervisor Hired and trained new employees Scheduled staff 24/7 Assisted guests/companies with special requests Billing of accounts receivables Collection of past due accounts. Provided security and concierge services for tenants and visitors, while ensuring the security of the building. Top honor was in 2003 as JW Marriott's Award of Excellence extended the Alice S. Marriott Award for. Responded to guest comments, complaints, and concerns in a courteous, professional manner. Maintained strong customer service at busy front desk while having patience and staying calm in stressful situations. Assisted in booking room reservations, answer hotel phone calls, and notify guests of messages. Leadership abilities 5. Front Desk Agent - Night Auditor * Responsible for thoroughly following through with a nightly checklist of specific duties and responsibilities. Help associates with check ins and check outs. Provided excellent customer service to members and consumers. Create monthly front desk staff schedule and daily housekeeping room assignments. Regular front desk duties Answer and transfer telephone calls to the appropriate department. Answer inquiries pertaining to hotel services, registration of guests, dining, & activities. Resolved billing issues, accepted payment, answered questions and documented conversations with accurate data entry. Managed and scheduled meeting room bookings and group blocks including contracts, price negotiations and accommodating special requests. Promoted from Front Desk Agent to Front Desk Supervisor of the Courtyard by Marriott Liberty Station in 2010. Provide information to guest about hotel services and amenities. Prepared paperwork for contracts with insurance companies & hospitals. Navigate and work properly on the OnQ PMS including housekeeping. Managed the every day responsibilities of a busy medical office Worked daily with several insurance companies to obtain referrals Processed disability forms, Completed daily scheduling, organized patient files, welcomed patients Contacted insurance companies disputing claims. Trained and ensured all employees followed company policies. Supervised Front Desk along with all aspects of Medical Records, scheduling, customer service, daily contact with physicians. Earned Management Certifications for OnQ Property Management System. As an office manager, you'll be responsible for completing several administrative … Assisted General Manager by carefully maintaining accurate records of room availability. Supervised daily operations of a Five Star/Five Diamond hotel front desk, including assigned tasks, desk coverage, and breaks. Conduct site tours of hotel guest rooms and general areas when needed. Scheduled and monitored room reservations. Cover all front desk shifts, Customer Service, Solve Customer Complaints, Training, Make and Cancel reservations. Greeted guests, answered and transferred incoming calls, coordinated room assignments for a 300-room hotel. Managed and maintained all office supplies needed in the showroom and sales offices.