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Briggs Jordan
Front Desk Manager
Summary
Highly accomplished Front Desk Manager with over 5 years of experience in the hospitality industry. Proven track record of providing exceptional customer service, managing operations, and resolving issues effectively. Seeking a challenging role where I can leverage my skills to enhance guest satisfaction and drive operational excellence.
Education
Hotel Management
March 2015
Skills
- Front Desk Operations Management
- Customer Service Excellence
- Communication and Interpersonal Skills
- Problem Solving and Conflict Resolution
- Attention to Detail and Accuracy
- Administrative and Clerical Support
Work Experience
Front Desk Manager
- Maintained accurate records of guest information and reservations.
- Effectively communicated with guests and staff across all departments.
- Utilized property management software to manage reservations, checkins, and checkouts.
- Monitored security cameras and responded to security incidents.
Front Desk Manager
- Managed a team of 5 front desk associates, providing guidance and performance evaluations.
- Successfully implemented a new checkin/out system that reduced customer wait times by 20%.
- Developed and executed training programs to enhance the customer service skills of front desk associates.
- Established strong relationships with guests, resolving issues and ensuring a positive experience.
Accomplishments
- Challenge Implemented a new guest checkin system that reduced wait time from 10 minutes to 3 minutes on average. Action Collaborated with IT and Operations to streamline the checkin process, optimizing data entry and expediting guest verification. Result Improved guest satisfaction while increasing efficiency.
- Challenge Managed a team of 10 front desk agents with varying levels of experience and performance. Action Developed a comprehensive training and mentorship program, providing personalized support and skill development. Result Enhanced team performance, reduced turnover, and fostered a positive and cohesive work environment.
- Challenge Increased guest satisfaction scores by 20%. Action Analyzed guest feedback, implemented targeted improvements to address concerns, and provided personalized attention to each guest. Result Surpassed industry benchmarks for guest satisfaction, resulting in positive online reviews and increased wordofmouth referrals.
- Challenge Developed and implemented a new guest loyalty program. Action Researched industry best practices, designed a pointsbased system that rewarded repeat visits, and integrated it seamlessly with the PMS. Result Increased guest loyalty and repeat business by 15%.
- Challenge Streamlined the guest checkout process to reduce guest wait time. Action Implemented a mobile checkout option, automated room inspections, and trained staff on expedited procedures. Result Decreased guest wait time by 30%, improving guest experience and reducing staff workload.
Awards
- Front Desk Manager of the Year Award, Awarded for outstanding performance in guest services, team leadership, and operations management.
- Hospitality Excellence Award, Recognized for exceptional customer service and guest satisfaction.
- Front Desk Manager of the Quarter, Consistently exceeding expectations in guest services and operational efficiency.
- Employee of the Month, Recognized for exceptional dedication to guest satisfaction and team support.
Certificates
- Certified Front Desk Manager (CFDM)
- Certified Hotel Administrator (CHA)
- Service Excellence in the Hospitality Industry Certification
- Certified Front Office Supervisor (CFOS)
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How To Write Resume For Front Desk Manager
- Highlight your customer service skills and ability to resolve issues efficiently.
- Quantify your accomplishments to demonstrate the impact of your work.
- Use keywords that are relevant to the industry and role.
- Proofread your resume carefully to ensure accuracy and professionalism.
Essential Experience Highlights for a Strong Front Desk Manager Resume
- Manage a team of front desk associates, providing guidance, and conducting performance evaluations.
- Developed and implemented process improvements, including a new check-in/out system that reduced customer wait times by 20%.
- Established and maintained strong relationships with guests, resolving issues and ensuring a positive experience.
- Maintained accurate records of guest information and reservations.
- Communicated effectively with guests and staff across all departments.
- Utilized property management software to manage reservations, check-ins, and checkouts.
Frequently Asked Questions (FAQ’s) For Front Desk Manager
What are the key responsibilities of a Front Desk Manager?
Key responsibilities include managing the front desk operations, providing exceptional customer service, resolving guest issues, and maintaining accurate records.
What are the essential skills for a Front Desk Manager?
Essential skills include communication and interpersonal skills, problem-solving and conflict resolution, attention to detail, and administrative and clerical support.
What is the career path for a Front Desk Manager?
With experience and additional qualifications, Front Desk Managers can advance to roles such as Assistant General Manager or General Manager.
What are the top companies that hire Front Desk Managers?
Top companies that hire Front Desk Managers include Hilton, Marriott, and Hyatt.
What is the average salary for a Front Desk Manager?
According to Salary.com, the average salary for a Front Desk Manager in the United States is around $45,000.
What are the benefits of working as a Front Desk Manager?
Benefits of working as a Front Desk Manager include the opportunity to interact with people, contribute to the guest experience, and advance in the hospitality industry.