Vebi Rexhepi
San Diego
Summary
Accomplished Front Office Manager with a proven track record at Azul Hospitality Group, enhancing guest satisfaction and streamlining operations. Expert in workflow optimization and exceptional communication, leading to significant improvements in team efficiency and customer relations. Skilled in multitasking and conflict management, achieving a noticeable increase in repeat business and operational excellence.
Overview
4
4
years of professional experience
Work History
Front Office Manager
Remington Hospitality
03.2023 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
Front Office Manager
Azul Hospitality Group
08.2022 - 03.2023
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
- Reduced operational costs without compromising service quality by renegotiating supplier contracts.
- Developed and enforced front office policies that ensured consistent and high-quality guest experience.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Executive Housekeeping Manager
Azul Hospitality Group
01.2022 - 08.2022
- Built strong relationships with key vendors, resulting in cost-effective solutions and timely delivery of supplies.
- Developed and executed preventive maintenance plans for long-term facility upkeep and smooth daily operations.
- Improved employee retention rates by creating a positive work culture, offering competitive benefits packages, and conducting regular performance reviews.
- Managed a team of housekeeping staff to achieve consistent high-quality service standards in guest rooms and common areas.
- Enhanced overall guest satisfaction by implementing thorough cleanliness and maintenance programs.
- Streamlined housekeeping operations for increased efficiency through regular staff training and performance evaluations.
- Maximized guest satisfaction by promptly addressing any concerns or special requests related to room cleanliness or amenities during their stay.
- Conducted regular inspections of guest rooms and public areas to ensure adherence to quality standards and address any issues promptly.
- Increased staff productivity through continuous process improvement initiatives focused on workflow optimization.
- Reduced operational costs with effective budget management, inventory control, and vendor negotiations.
- Ensured compliance with safety regulations, maintaining a safe work environment for all employees.
- Collaborated with other department managers to achieve seamless coordination between housekeeping services and hotel operations overall.
- Oversaw laundry operations, managing efficient workflows while maintaining consistently high levels of linen quality for guests.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
Front Desk Supervisor
Azul Hospitality Group
09.2021 - 01.2022
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Collected room deposits, fees, and payments.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Night Auditor
Azul Hospitality Group
03.2021 - 09.2021
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Education
Associate of Science -
Grossmont College
El Cajon, CA06-2014
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Operations management
- Team management
- Administrative skills
- Issue handling
- Oral and writing communication
- Data entry
- Records management
- Reservation management
- Effective planning
- Staff management
- Documentation and control
- Schedule management
- Database management
- Relationship building
- Conflict management
- Reservations assistance
- Exceptional communication
- Inventory control
- Guest relations
- Property management systems
- Staff training and development
- Schedule coordination
- Employee supervision
- Listening skills
- Complaint handling
- Emergency preparedness
- Financial reporting
- Workflow planning
- Workflow coordination
- Account reconciliation
- Budgeting and financial planning
- Credit and collections
- Expense reporting
- Accounting oversight
- Strong leadership
- Decision-making capacity
- Teamwork and collaboration
- Goal setting
Languages
Albanian
Full Professional
Timeline
Front Office Manager
Remington Hospitality
03.2023 - Current
Front Office Manager
Azul Hospitality Group
08.2022 - 03.2023
Executive Housekeeping Manager
Azul Hospitality Group
01.2022 - 08.2022
Front Desk Supervisor
Azul Hospitality Group
09.2021 - 01.2022
Night Auditor
Azul Hospitality Group
03.2021 - 09.2021
Associate of Science -
Grossmont College
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