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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Estifanny Gozum
Cochrane,AB
Summary
Overview
14
years of professional experience
Work History
Windtower Lodge & Suites
Front Office Manager
2015.01 - 2018.06 (3 years & 5 months)
Job overview
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Delivered performance reviews, recommending additional training or advancements.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Developed procedures to establish accurate and organized check-in and check-out processes.
I Hotel 67
Front Office Manager
2014.07 - 2015.01 (6 months)
Job overview
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Monitored customer service trends and provided insights to management team for further improvement.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Delivered performance reviews, recommending additional training or advancements.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Launched quality assurance practices for each phase of development
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Hilton
Guest Relations Manager
2006.04 - 2014.06 (8 years & 2 months)
Job overview
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Developed and implemented strategies to uphold safety and security of guests.
- Motivated and rewarded employees to improve engagement.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Surveyed guests to check for areas in need of improvement.
- Enhanced response and resolution systems to meet changing demands.
- Planned and implemented promotional activities to increase customer satisfaction.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Greeted guests upon arrival and offered assistance.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Provided guest assistance and recommendations for tourist attractions.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Recommended hotel services or amenities that guest may find useful.
Kings Park Hotel
Guest Service Agent
2004.10 - 2006.04 (1 year & 6 months)
Job overview
- Collected room deposits, fees, and payments.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Greeted guests upon arrival and offered assistance.
- Provided guest assistance and recommendations for tourist attractions.
- Recommended hotel services or amenities that guest may find useful.
- Maintained consistent positive customer feedback.
- Answered guest inquiries and provided information regarding hotel services and amenities.
Education
Guagua National Colleges Philippines
Bachelor Of Science from Business Administration
03.2004
University Overview
Skills
- Proficiency in hospitality systems
- Quality improvement leadership
- Hospitality best practices
- Strategic planning and analysis
- Brand Management
- Guest experiences
- Policy and procedure adherence
- Employee rewards and motivation
- Detail-driven
- Satisfaction scoring systems
- Superior organizational skills
- Customer service expert
- Data Collection
- Guest complaint resolution
Timeline
Front Office Manager
Windtower Lodge & Suites
2015.01 - 2018.06 (3 years & 5 months)
Front Office Manager
I Hotel 67
2014.07 - 2015.01 (6 months)
Guest Relations Manager
Hilton
2006.04 - 2014.06 (8 years & 2 months)
Guest Service Agent
Kings Park Hotel
2004.10 - 2006.04 (1 year & 6 months)
Guagua National Colleges
Bachelor Of Science from Business Administration
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