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Gunner Kelly
Front Office Manager
Summary
As an experienced Front Office Manager with a proven track record of success in leading front office operations and optimizing hotel performance, I am confident in my ability to contribute to the success of your organization. Throughout my career, I have consistently exceeded expectations by providing exceptional guest service, implementing innovative strategies, and collaborating effectively with hotel teams to deliver seamless and memorable guest experiences.
In my previous role, I led a team of 15 front office employees at a renowned hotel, where I was responsible for managing all aspects of front office operations. I successfully implemented a new check-in/check-out system that reduced wait times by 25%, significantly improving guest satisfaction and streamlining operations. Additionally, I developed and executed a marketing campaign that increased hotel occupancy by 10% year-over-year, demonstrating my ability to drive revenue and enhance hotel visibility.
My expertise in revenue management has enabled me to optimize room rates and maximize hotel revenue. I have a strong understanding of pricing strategies and market dynamics, which I have utilized to negotiate competitive rates with vendors and secure improved service levels. Moreover, I am proficient in utilizing technology to enhance front office operations and improve guest experiences.
I am passionate about providing exceptional guest service and resolving any issues promptly and effectively. I possess excellent communication and interpersonal skills, which allow me to build strong relationships with guests and colleagues alike. I am also a team player with a positive attitude and a commitment to continuous improvement.
I am confident that I possess the skills, experience, and dedication necessary to excel as a Front Office Manager in your organization. I am eager to contribute my expertise and drive success for your hotel.
Education
Bachelor’s Degree in Hospitality Management
May 2017
Skills
- Front Desk Operations Management
- Guest Relations
- Reservation Management
- Revenue Management
- Hotel Operations Management
- Customer Service Excellence
Work Experience
Front Office Manager
- Trained and mentored new front office staff, ensuring consistent service delivery.
- Handled guest complaints and resolved issues promptly and effectively, maintaining guest satisfaction.
- Utilized revenue management principles to optimize room rates and maximize hotel revenue.
- Collaborated with other hotel departments to ensure seamless guest experiences.
Front Office Manager
- Led a front office team of 15 employees, providing exceptional guest service and optimizing hotel operations.
- Implemented a new checkin/checkout system, reducing wait times by 25%.
- Developed and executed a marketing campaign that increased hotel occupancy by 10% yearoveryear.
- Negotiated and managed vendor contracts, securing competitive rates and improved service levels.
Accomplishments
- Developed and implemented a new guest checkin system that reduced wait times by 25% and increased guest satisfaction.
- Trained and mentored 10 new front desk agents, resulting in improved guest service scores and reduced turnover.
- Created and managed a loyalty program that increased repeat bookings by 15%.
- Developed a new training program for front desk staff, resulting in a 10% improvement in guest satisfaction ratings.
- Managed a team of 20 front desk agents, ensuring smooth operations and high levels of guest service.
Awards
- Recognized as Front Office Manager of the Year for exceptional guest satisfaction ratings and revenue generation.
- Awarded the Gold Star Award for excellence in front desk operations and team leadership.
- Received the Presidents Award for outstanding contributions to the organizations guest experience program.
- Earned the Front Office Supervisor of the Quarter recognition for implementing a new room assignment process that optimized occupancy rates.
Certificates
- Certified Hospitality Administrator (CHA)
- Certified Front Office Manager (CFOM)
- Hotel Sales and Revenue Management Certificate
- American Hotel & Lodging Educational Institute (AHLEI) Certification
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How To Write Resume For Front Office Manager
Highlight your guest service experience.
As a Front Office Manager, providing exceptional guest service is paramount. Quantify your accomplishments in this area by providing specific examples of how you have exceeded guest expectations.Showcase your revenue management skills.
Revenue management is a critical aspect of hotel operations. Demonstrate your understanding of pricing strategies and market dynamics by highlighting how you have optimized room rates and increased hotel revenue.Emphasize your leadership and management abilities.
The Front Office Manager is responsible for leading a team of employees. Showcase your leadership skills by providing examples of how you have motivated and developed your team.Tailor your resume to the specific job you are applying for.
Take the time to review the job description and identify the key skills and experience required. Highlight these skills and experience in your resume to demonstrate your qualifications.
Essential Experience Highlights for a Strong Front Office Manager Resume
- Supervise and lead a team of front office staff, providing guidance and support
- Manage all aspects of front office operations, including check-in/check-out, reservations, guest services, and accounting
- Develop and implement strategies to enhance guest satisfaction and loyalty
- Negotiate and manage vendor contracts to secure competitive rates and improved service levels
- Utilize revenue management principles to optimize room rates and maximize hotel revenue
- Collaborate with other hotel departments to ensure seamless guest experiences
- Handle guest complaints and resolve issues promptly and effectively
Frequently Asked Questions (FAQ’s) For Front Office Manager
What are the key responsibilities of a Front Office Manager?
The key responsibilities of a Front Office Manager include supervising and leading a team of front office staff, managing all aspects of front office operations, developing and implementing strategies to enhance guest satisfaction and loyalty, negotiating and managing vendor contracts, utilizing revenue management principles to optimize room rates and maximize hotel revenue, collaborating with other hotel departments to ensure seamless guest experiences, and handling guest complaints and resolving issues promptly and effectively.
What skills are required to be a successful Front Office Manager?
Essential skills for a successful Front Office Manager include excellent communication and interpersonal skills, the ability to lead and motivate a team, a strong understanding of revenue management principles, proficiency in hotel operations software, and a commitment to providing exceptional guest service.
What is the career path for a Front Office Manager?
The career path for a Front Office Manager typically involves starting as a Front Desk Agent or Guest Service Representative and gradually moving up the ranks to Front Office Supervisor, Assistant Front Office Manager, and eventually Front Office Manager. With experience and additional training, Front Office Managers can advance to roles such as Hotel Manager or General Manager.
What are the challenges faced by Front Office Managers?
Front Office Managers face a number of challenges, including managing guest expectations, resolving guest complaints, dealing with difficult guests, and ensuring the smooth operation of the front office department. They must also stay up-to-date on the latest hotel industry trends and best practices.
What are the rewards of being a Front Office Manager?
The rewards of being a Front Office Manager include the opportunity to make a positive impact on guests’ experiences, the chance to lead and develop a team of employees, and the opportunity to contribute to the success of the hotel.
What is the salary range for a Front Office Manager?
The salary range for a Front Office Manager varies depending on experience, location, and the size of the hotel. According to Salary.com, the average salary for a Front Office Manager in the United States is $65,000 per year.