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Outrigger Enterprise Group - Front Office Manager Resume Example

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Aubrey James
XXXX XXX XXXXX, Lahaina, HI 96761 | (H) XXXXX XXXXXXXX | XXXXXXXXXXXXXXX
Career Summary

Professional goal-oriented Rooms Division Leader with over 16 years of supervisory and training experience focusing on all aspects of resort operations.  Motivated leadership with strong organizational skills and a drive to ensure high levels of guest services are achieved.  Excellent communication and time management skills with the capability of multitasking in a face-paced environment.

Skills
  • Ability to build personal credibility with the highest ethical standards, respecting and treating others fairly, and inspiring trust with all constituencies including the community, owners, guests, rental agents, associates and vendors.
  • Ability to clearly and pleasantly communicate in English with guests/visitors, management and co-workers to their understanding, both in person and by telephone.
  • Ability to provide leadership with legible communications and directions.
  • Continually maintaining the highest standards of professionalism when interacting with fellow team members, management, owners, members and prospects.
Professional Experience
Front Office Manager 05/2006 to 03/2015
Outrigger Enterprise Group Lahaina, HI
  • Oversee daily operations of the front desk.
  • Ensure exceptional guest services are provided to each guest and owner.
  • Establish and implement departmental policies, goals, objectives, and procedures, conferring with Executive Board Members, Departmental Heads, and staff members as necessary.
  • Determine staffing requirements, interview, hire and train new employees, and oversee those personnel processes.
  • Monitor the revenue activity of the resort.
  • Room reservations; Wholesale and FIT
  • Participate in financial activities such as the setting of room rates, the establishment of budgets, and the allocation of funds to departments.
  • Prepare required paperwork pertaining to departmental functions.
  • Receive and process advance registration payments/deposits.
  • Confer and cooperate with other managers to ensure coordination of hotel operations.
Front Desk Clerk / Night Audit 12/2004 to 01/2006
Kahana Falls Lahaina, HI
  • Greet, register, and assign rooms to guests of resort.
  • Contact housekeeping or maintenance staff when guests report problems.
  • Issue room keys and escort instructions to bellhops.
  • Confirm room reservations.
  • Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
  • Summarize and verify front desk daily transactions for accuracy.
  • Compile end of day final transaction summary for resorts financial department.
Front Desk/Night Auditor 03/2002 to 01/2004
Kapalua Villas, Maui Land and Pine Lahaina, HI
  • Greet, register, and assign rooms to guests of resort.
  • Verify customers' credit, and establish how the customer will pay for the accommodation.
  • Contact housekeeping or maintenance staff when guests report problems.
  • Issue room keys and escort instructions to bellhops.
  • Keep records of room availability and guests' accounts.
  • Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers.
  • Compute bills, collect payments, and make change for guests.
  • Review accounts and charges with guests during the check out process.
  • Deposit guests' valuables in hotel safes or safe-deposit boxes.
  • Compile end of day final transaction summary for resorts financial department.
Owner Services Manager 09/2001 to 07/2002
Sands of Kahana, Consolidated Resorts Management Lahaina, HI
  • Oversee activities directly providing services for timeshare owners.
  • Manage staff, preparing work schedules and assigning specific duties.
  • Implement departmental policies, goals, objectives, and procedures, conferring with staff members as necessary.
  • Plan and direct activities such as sales promotions, coordinating with other department heads as required.
Front Desk/Night Audit; Room Reservations; PBX 11/1997 to 11/2001
Ritz-Carlton, Kapalua Lahaina, HI
  • Greet, register, and assign rooms to guests of hotel.
  • Verify customers' credit, and establish how the customer will pay for the accommodation.
  • Contact housekeeping or maintenance staff when guests report problems.
  • Issue room keys and escort instructions to bellhops.
  • Make and confirm reservations.
  • Keep records of room availability and guests' accounts.
  • Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
  • Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers.
  • Compute bills, collect payments, and make change for guests.
  • Record guest comments or complaints, referring customers to managers as necessary.
  • Review accounts and charges with guests during the check out process.
  • Transmit and receive messages, using telephones or telephone switchboards.
  • Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
  • Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
  • Deposit guests' valuables in hotel safes or safe-deposit boxes.
  • Arrange taxis, or restaurant reservations for customers.
  • Observe signal lights on switchboards, and dial or press buttons to make connections.
  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  • Provide assistance for customers with special billing requests.
  • Calculate and quote charges for services such as long-distance connections.
  • Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
  • Perform clerical duties such as typing, proofreading, and sorting mail.
  • Interrupt busy lines if an emergency warrants.
  • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
  • Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
  • Update directory information.
  • Keep records of calls placed and received, and of related toll charges.
Education
High School Diploma: Jun 1996 Lahainaluna High School - Lahaina, HI
Languages
'Olelo Hawai'i (Hawaiian)
Affiliations

American Hotel and Lodging Institue Memeber

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Resume Details

This is a real resume for a Front Office Manager in Lahaina, Hawaii with experience working for such companies as Outrigger Enterprise Group, Kahana Falls, Kapalua Villas. This is one of the hundreds of Front Office Manager resumes available on our site for free. Use these resumes as templates to get help creating the best Front Office Manager resume.

Previous Companies:

  • Outrigger Enterprise Group
  • Kahana Falls
  • Kapalua Villas

Previous Job Positions:

  • Front Office Manager
  • Front Desk Clerk
  • Night Audit
  • Front Desk
  • Night Auditor

Schools:

  • Lahainaluna High School

Level of Education:

  • High School Diploma

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