Professional Hotel & Hospitality ResumeCustomize Resume
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JOANNA SHELBY 123 Street,
City, ST ,
12345 H: (123)
456-7890 C: (123) 456-7890
Results-oriented Assistant Front Office Manager with over 15 years of experience in hospitality and hotel management. Expertise in all facets of hotel management, including front desk operations, housekeeping, food and beverage, and maintenance. Proven leadership skills with the ability to coordinate across departments, increasing communication and maximizing guest service and satisfaction. Track record of success in developing initiatives to reduce costs, increase revenues, and streamline operations.
Hotel operations management Financial management
Issue resolution Guest services and satisfaction
Staff development and leadership Process improvement
Assistant Front Office Manager
8/1/2007 – Current
Bally’s Las Vegas – Las Vegas, NV
Support Front Office Manager in directing front office operations to achieve customer satisfaction, quality service, and compliance with corporate policies and procedures while exceeding financial goals. Ensure efficient guest registration, checkout, guest service, and telephone service; apply and uphold all brand standards. Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction. Maintain daily room inventory status to achieve optimal levels of revenues while meeting guest expectations. Investigate and resolve customer complaints; prevent potential problems by reviewing and monitoring complaints, operational issues, business flow, and associate performance. Prepare forecasts and reports to influence decision-making and develop Rooms Division budget; develop and implement controls for expense management. Track guest satisfaction surveys and maximize the use of a guest response tracking system.Use labor management tools to schedule and control labor costs. Recruit, interview, hire, and train staff members, providing immediate and performance feedback to strengthen competencies and improve guest service.
Front Desk Clerk
7/1/2002 – 7/1/2007
Caesar’s – Las Vegas, NV
Ensured guest satisfaction from registration to departure, facilitating communication at and around the front desk. Greeted and welcomed hotel and casino guests and assigned appropriate room accommodations at check-in. Performed all guest accounting functions, ensuring accuracy for all guest and house accounts; maintained accurate records, posted charges, resolved billing disputes, and handled cash payments. Received and processed telephone and walk-in reservations to maximize guest satisfaction. Created and maintained secure and safe environments for employees and guests.
Hotel Operations Intern
6/1/2001 – 9/1/2001
Hyatt Place Las Vegas – Las Vegas, NV
Gained hands-on experience and insight into all facets of hotel operations, including hotel management, front desk administration, food and beverage, housekeeping, and maintenance.
Bachelor of Science: Hospitality Management
2002 University of Nevada,
Las Vegas Las Vegas, NV