Aria Bustillos
San Leandro
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
9
9
years of professional experience
Work History
Front Office Manager
Radisson Hotel Oakland Airport
2016.11 - Current
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Dispersed petty cash to employees and collected and managed receipts.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
Front Desk Receptionist
Holiday Inn Oakland Airport
2014.05 - 2016.11
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new team members on company procedures, customer service and issue resolution.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Education
High School Diploma -
Jefferson High School
Daly City, CA05.2010
Skills
- Professional Relationships
- Customer Service
- Administrative Support
- Billing and Invoicing
- Administration and Operations
- Hospitality Service
- Front Office Management
- Customer Relations
- Departmental Support
- Coordinate Schedules
- Guest Satisfaction
- Employee Supervision
Timeline
Front Office Manager
Radisson Hotel Oakland Airport
2016.11 - Current
Front Desk Receptionist
Holiday Inn Oakland Airport
2014.05 - 2016.11
High School Diploma -
Jefferson High School
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