Lukas Drake
La Habra
Summary
Outgoing and self-driven Front Desk Manager skilled at providing excellent customer service, managing all areas of the Front Office department, while training and supervising staff. Offers well-developed communication skills, ability to work under pressure, and great time management skills.
Overview
6
6
years of professional experience
Work History
Front Office Manager
Holiday Inn & Suites
12.2023 - Current
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Implemented staff training programs, improving employee performance and team cohesion.
- Updated incentive programs in order to drive employee participation and improve revenue
Front Desk Manager
Holiday Inn & Suites
05.2023 - 12.2023
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Trained staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Accounting Manager
Holiday Inn & Suites
12.2022 - 06.2023
- Managed banking reconciliations and monthly balance sheet statements
- Managed journal entries, collection efforts, reconciliations and payroll processing
- Tracked AR Invoices and payments ensuring no accounts acquired sixty day balances
- Managing all hotel chargebacks with a 86% success rate
- Investigated daily variances and corrected errors to resolve discrepancies
- Managed all hotel cash banks and ensuring they remain balanced
- Ensured hotel met 2023 standards to pass Internal audit
Guest Service Agent - Part Time
Embassy Suites By Hilton
03.2023 - 06.2023
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries and any additional services needed.
Front Office Supervisor
Holiday Inn & Suites
02.2022 - 12.2022
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices
- Coached employees through day-to-day work, complex problems, and service recovery
- Hotel Experience Champion communicating with IHG to ensure hotel is up to date with brand standards.
- Coordinating with other department leaders to ensure all training is up to date
Guest Service Agent
Holiday Inn & Suites
08.2021 - 02.2022
- Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
Server
Cinnaholic
08.2018 - 03.2020
- Customer service and processing orders
- Kept register accurate through correct billing, payment processing and cash management practices.
Education
Bachelor of Arts - History
California State University - San Marcos
San Marcos, CA12.2021
Skills
- Account Reconciliation
- Opera PMS
- OnQ PMS
- ProfitSword/Brains
- Birchstreet
- Staff Management
- Payroll Processing
- Project Management
- Payment Collection
- Operations Management
- General Ledger Accounting
Timeline
Front Office Manager
Holiday Inn & Suites
12.2023 - Current
Front Desk Manager
Holiday Inn & Suites
05.2023 - 12.2023
Guest Service Agent - Part Time
Embassy Suites By Hilton
03.2023 - 06.2023
Accounting Manager
Holiday Inn & Suites
12.2022 - 06.2023
Front Office Supervisor
Holiday Inn & Suites
02.2022 - 12.2022
Guest Service Agent
Holiday Inn & Suites
08.2021 - 02.2022
Server
Cinnaholic
08.2018 - 03.2020
Bachelor of Arts - History
California State University - San Marcos
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