Supervised a team of 15 front desk associates to assist them in completing their duties. Handle accounting of money, receipts, guest accounts and credit through operation of the Front Office computer system. Assisted Front Office Team with answering incoming calls and transferring accordingly, took messages as necessary for other staff and guests. Office managers oversee everyday operations, which can involve many different staff members. Train front desk personnel on the Health-Pro computer system in conjunction with administrative staff. As their supervisor, you stress how their jobs influence hotel profits, convey the importance of empathizing with a guest's travel experience prior to arrival and impart how a welcoming smile and sincere greeting can improve a guest's mood. Printed out medical records, x-rays and other important patient documents and faxed them upon request. Copyright 2021 Leaf Group Ltd. / Leaf Group Media, All Rights Reserved. Trained and developed four front desk clerks utilizing Epitome and BQRTS systems during transition from military to civilian staffing. Processed payments from all 3 entities, including all credit card transactions, and cash payments from hotel guests. Complete end of day activities including posting charges to accounts, completing cashier and closing reports, running night audit backup. Performed clerical and computer based activities using reservations system OnQ software. Trained and coached new hires and front staff for the compliance of Marriott policy and procedures. Decreased customer complaints over 50% and improved overall customer satisfaction. Verify all Front Desk Associates cash drawers at the end of their shift to make sure all transactions are accurate. Coordinate with other departments regarding room availability and deadlines. Recorded guest comments or complaints, handling most issues or complaints on my own without direct management. Provided ongoing training and direction to Lead Front Desk agents in utilizing time effectively and appropriately conducting hotel policies and procedures. Cross-trained to efficiently cover the Concierge's desk, PBX operator and the Reservations desk. Leadership training for frontline supervisors A structured, leadership-focused training program to strategically build soft skills is critical in developing high-performing, successful frontline supervisors. Resolved and decreased customer complaints Arrange routing and confirmed reservations for commercial airlines. Verified that all VIP suites were prepared according to standards and honoring guest special requests, prior to their arrival. Work front desk assisting with check ins, check outs, and billing issues. Prepare and distribute daily reports including front desk recap, VIP report, and daily line up. Aided the general manager with duties such as ordering food and supplies, scheduling, payroll, maintenance, and training. Upload groups into OnQ Rate and Inventory system. Implemented an employee appreciation program which rewarded front desk agents for getting positive comments and feed back from recent guests. Insure consistency and accuracy while overseeing front desk clerks in processing reservations, check-ins, check-outs. Maintained monthly employee calendar for late tardie, call offs, and sick days for proper documentation. Resolved guest service concerns immediately to complete guest satisfaction. Execute administrative duties such as scheduling, payroll, inventory control, supply orders, and the control of budgets. Ordered office supplies, maintained record management system, basic bookkeeping for executive and front office. Scheduled and monitored room reservations. Assure quality service from staff; Train new associates. Checked on credit card warning list at the end of my shift to ensure that all guests have valid credit cards. Input pilot information into OnQ and assure they are assigned to rooms that meet contractual requirements. Implemented new policy and procedures regarding housekeeping and concierge services. Screen applicants, conduct interviews for external and internal applicants, and hire new associates. Organize, confirm, process, and conduct all guest check-ins/check-outs. Distribute departmental responsibilities and manage duties between staff members. The front office supervisor responsibilities play a crucial role in the effective and smooth running of the organization. Front desk Supervisor: Answer phones and schedule appointments for members, input new members into our computer system. Visit PayScale to research front desk supervisor hourly pay by city, experience, skill, employer and more. Manage large group reservations, billing statements, and contracts associated with group, along with overseeing VIP reservations. Match Dollar amounts to guest rooms(rented) daily events(meetings, weddings, etc). For example, 25.3% of front desk supervisor resumes contained guest service as a skill. Assist with daily Labor report and training all new employees./ Advanced knowledge in Opera PMS System. Create and develop VIP lounge, concierge, and business center operations for new hotel. Managed up to 7 staff members responsible for operating the front desk, restaurant and housekeeping. Guest Relations/Complaints Consulted with senior staff to recommend improvements, augment projects and advance plans. Supervised front desk staff including creating schedules, training new staff members, and promoting excellent customer service standards. Acted as Assistant Front Office manager on weekends-provided staff training, inter-department communications, and demonstrated leadership qualities and excellent communication. OnQ and R&I proficient Leadership abilities 5. Verified the accuracy of medical records, patient demographics and insurance eligibility. Run nightly Audit reports, allocate funds for bank deposits. Verified eligibility of all new patients and obtained billing codes from insurance companies. After all, that’s the real reason you’re hiring someone destined for a seat at the front desk. Assist in scheduling and delegating work to the Front Desk, Reservation, PBX, Bell, Valet and Transportation departments. Handled customer complaints/payment problems that were Manager level. Handle guest complaints, answer general questions and train new associates. Supervised seven front desk agents while maintaining a professional work environment. Cover all front desk shifts, Customer Service, Solve Customer Complaints, Training, Make and Cancel reservations. Manage team of eleven in coordinating front desk and concierge services. Provided excellent customer service for guests, ensuring that desk agents were prepared and trained for arrivals and guest service issues. Supervised and trained Guest Service Representatives. Managed bank deposits, ordered office and marketing material, and provided accounting services. Distributed payroll weekly for all company employee's and processed payroll deduction forms for all company purchases and service subscriptions. Overlook Hotel VIP guests/Group to ensure the guest had a remarkable check in/ check out experience. Post charges to guest accounts for rooms, food, or telephone calls. Assisted guests with any special needs during their visits. Maintained key control within department and adhered to company policies and procedures. Record guest comments or complaints and effectively resolve all conflicts/complaints. Assist GM with the attainment of department goals and objectives, scheduling and Marriott Customer Care elevated complaint resolutions. Answer telephone calls and direct as necessary, Answer telephones/PBX with proper telephone etiquette and direct calls accordingly. Handled customer complaints and accommodated them appropriately. Participated in recruiting process of Front Office associates after successful completion of Targeted Selection course. Trained and supervised front desk staff on all aspects of hotel operations, MSI Reservation Systems and PBX Telephone Systems. Managed and ordered office supplies and items in the hotel market. Assign work schedules, following work requirements, Train workers in proper operational procedures and functions and explain company policies. Maintained computer system, member check in/check outs. Provided general support to management staff related to overall daily operations of restaurant. Choose the Best Format for Your Front Desk Resume. A large hotel's front desk staff can include several desk clerks or receptionists, a concierge, bell staff, a reservations manager, a telephone operator, a shuttle van driver and a night auditor; smaller properties may only employ desk clerks and a night auditor. Offered telephone support and investigate and help resolve billing issues for guests. Resolve customer complaints regarding worker performance or services. Answered and directed telephone calls to staff. Inventory count, ordering all office supplies, Medical supplies, and beauty products. Implement all company policies and procedures and maintain confidentially of proprietary information to protect company assets. Trained and evaluated employees over daily operations. As an office manager, you'll be responsible for completing several administrative … Effective front desk supervisors understand the importance of verbal and nonverbal communication to employee and guest relations -- it can determine the hotel's success. Received incoming calls and transferred them to proper departments and guest rooms. Shift supervision over the front desk and bell staff, directly working with front desk and PBX. Provided excellent customer service by resolving patient concerns/complains quickly and efficiently. Establish boundaries for availability/ daily room rates, and distribute information amongst the front desk staff. Led and managed a team of 10 staff as primary point of contact responsible for front desk operations and customer service. Greeted and registered guests; verified credit; resolved customer complaints/comments/concerns. Bank reconciliation for operation account and payroll account. Trained and ensured all employees followed company policies. Train new associates at the front desk, At Your Service, and Rooms Control position. Completed daily financial reports and made daily bank deposits. Interfaced among housekeeping and / or maintenance staff to resolve guest-reported hotel challenges. Let's find out what skills a front desk supervisor actually needs in order to be successful in the workplace. Provided reservations service, complete check in and checkout process, coordinated housekeeping and hotel support staff to ensure room availability. Provided security and concierge services for tenants and visitors, while ensuring the security of the building. Coordinated guest services including arrangement for ground transportation. Prepared check out receipts and collected payments from departing guest's .Contacted housekeeping or maintenance staff when guests reported problems. Adhere to brand standards, operate efficiently, check in guests, provide concierge services and address all customer facing issues. Quoted current room rates and aptly described property and amenities. Trained new employees in the hotel standards as well as training in OnQ and various customer service aspects. Managed a staff of 7 front desk personnel and trained all new hires on the check-in and check-out process. Fostered strong working relationships with all hotel departments Led front desk employees in providing full service operation with directing bell staff, concierge services, and van drivers. Screened incoming telephone calls, facsimiles, and e-mail and replied to routine inquires. Supervised 13 Front Desk Clerks and managed Front Office of two facility totaling 731 rooms. We've identified some online courses from Udemy and Coursera that will help you advance in your career. Provided training and supervision to guest services representatives on policies and procedures pertinent to the hotel operations of this 300-room facility. scheduling, and forecasting and department budget to maximize revenue. Maintained bookkeeping duties, utilized a cash register, and prepared bank deposits. Deliver world class customer service Responsible for training all new hires for the PMS system and hiring of front desk staff. Posted charges, those for rooms, food and telephone calls by using computers. The hotel's computer system serves as the front desk's nerve center. Performed night audit functionality as needed. Answered inquires pertaining to hotel services, guest registration, and travel directions. Provided high visibility and improved guest services. Answered inquiries pertaining to hotel services guest registration and travel directions or make recommendations regarding shopping dining or entertainment. Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. . Conduct routine inspections of front desk operations to maintain standards per IHG, local, state and federal regulations. Assisted the Front Office Manager in day-to-day activities which included scheduling, hiring, and training the new associates. Check ins and check outs mostly, paper work.Scheduling. To succeed as a front desk supervisor, you must have good keyboarding skills and know how to access data and generate reports on occupancy, complimentary rooms and revenue as required. Posted payments received from patients and insurance companies to accounts. Posted room charges, amenity charges, and any other charges as needed. Resolve or refer to other Management all guest concerns, complaints or suggestions in an effort to provide superior guest services. Answered the in/outgoing telephone calls and direct the calls to appropriate department On Q. Maintain patient medical records; import/scan medical records into EMR, handle all incoming medical record requests using HIPAA guidelines. Ensured front desk and medical records staff prepared all patient charts of clinic, processed referrals. Perform tasks of monitoring and supervising daily operations of front desk operation. Top honor was in 2003 as JW Marriott's Award of Excellence extended the Alice S. Marriott Award for. Record guest comments or complaints, and resolve any issues. Assist the front desks with check ins and check outs during season. Train new employees, order and inventory gift shop items, code invoices, make group reservations. Check in all incoming patients, pull medical records and prepare all documents and updates prior to being seen by doctors. Share expertise and continually inspire the front office team to maintain a friendly, cheerful and courteous demeanor at all times. Managed guest services, reservations, quality assurance, and/or security operations at several Marriott hotels and resorts. Assist Front office manager Guest Service, Reservations and perform daily front office duties as well as assist with employee training. Your office manager may be the first person someone meets when they enter your office. Demonstrated patience and ability to proactively resolve conflict by creating peaceful solutions in various arguments and fights with hotel guests. Answer and triage telephone calls, schedule patient appointments. Provided administrative support inclusive of verifying patient information, answering and routing telephone calls, scheduling appointments, and coordinating meetings. Communicated programs and results to appreciate parties, set up incentives programs for front desk associates. Provide concierge services to our guests, including but in-room accommodations. Supervised Front Desk Clerks/Gift Shop/Take Reservations. Managed the every day responsibilities of a busy medical office Worked daily with several insurance companies to obtain referrals Processed disability forms, Completed daily scheduling, organized patient files, welcomed patients Contacted insurance companies disputing claims. Support Guest Service Representatives, PBX Operators and Bell Service Representatives- Resolve guest concerns- Responsible for hotel weekly wine order, Manage Motions and activities of employees -Oversaw Housekeeping -High Quality Service -PBX operator, Finalize Daily Transactions -Concerns & Complaints. Provided exceptional customer service by exhibiting caring, concern and patience in all guests' interactions. Assist management team with scheduling, deposit, collections, and training of new associates, and other duties as assigned. Trained employees on Marriott computer system and standards of the property, as well as policies and procedures of the hotel. Maintained a personal bank of $700 for both gift shop and front desk transactions. Recorded guest comments or complaints, assisted guest with reservations and cancellations. Maintain a flowing schedule for assured coverage between front desk personnel, Sales and Personal Trainers. Managed customer's information regarding credit cards transactions, company information. Supervised Front Desk operations, trained new associates on related systems. Complete a wide range of Front Office tasks including but not limited to check-in, guest services, and reservations. Provided superior guest service while executing smooth check-in/welcome to guests upon arrival. Maintain correct procedures for resort's accounting, credit control and handling of financial transactions. Participated in workshops teaching specialized techniques for Customer Service Training. Prepare, scan and send referrals, medical records requests, authorizations, and patient statements. Administrative. Verified and balanced revenue generating department financial transactions. Utilized Opera PMS to assist guests with hotel registration. Started out as Front Desk personnel and escalated to Front Desk Supervisor due to my dedication and hard work. Experience with Property Management System (PMS) Doing daily cash deposits. Review and maintain online room rates on the third party sites. Assist and supervise front desk agents -Assist and supervise other departments -Management duties -Order office supplies, materials, etc. Make guest reservations, cancellations, check outs, and checking in walk in guests. Answered the hotel switchboard and made room reservations. Greet patients upon entering office, scheduling appointments. Balanced bank deposits, verified totals of final deposit and replenished cash banks. Promoted benefits of Marriott Rewards and Reward Visa, and delivered gifts or room upgrades to VIP Guests. Review and optimize performance of other Front Desk Associates through coaching, modeling and corrective action. Trained new employees Organize medical records, filings of dictation, lab-work, EKG's, statistics. Hire, train counsel and motivate front office personnel under the guidance of the AGM/ FOM. In addition to being introduced to hotel operations, new hires need formal training to develop their ability to anticipate and meet guest needs. Managed front desk operations by completing daily tasks and making decisions that were in the best interest of the hotel. Supervised front desk operations and ensured guest satisfaction by teamwork and mentoring. Participate in various educational seminars and evaluate front office operations and recommend changes if required. Answer incoming telephone calls in a friendly, professional manner, and promptly. Hotel front desk employees (also known as guest services employees) are responsible for making sure each guest has a pleasant experience at a hotel. The average hourly pay for a Front Desk Supervisor with Team Leadership skills is $14.49. Supervised 9 Health & Sports Clubs with 9 Managers, 23 front desk personnel, and 6 Pro-Shops. Conducted financial transactions and special client requests. Welcome and register guests and extend services and room rates. Creative problem solving 3. Work closely with GM and AGM to assure top quality customer service and performance. Assist front desk associates during peak hours to ensure that efficient and smooth service is provided to all customers. Achieved recognition from Management, Co-Workers and Patients for Superior Customer Service. Trained and managed GSA in daily front desk operations and achieved significant improvements in their productivity. Scheduled use of the facilities using Microsoft Excel, maintained calendar of events, verified student/faculty/staff memberships. Trained all New hires, Also sent all Medical Records to Attorneys as needed. The information on this page will generally apply to … Updated credit card information and processed financial activities. Trained clerks in all aspects of guest registration and customer service. 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Up- selling techniques to maximize hotel profitability counsel and motivate front office front desk supervisor skills in! Keeping a positive first and second shifts as well as creation of associates... Registration cards to ensure superior customer service during check in and check outs in speedy. Of VIP players along with any questions they may have whom are responsible for guest registration/check-in and of! And bowling lanes arrival, performed night audit shifts, customer service training assisted hotel guests system. Up- selling techniques to maximize room rates correct procedures for resort 's accounting, balancing and daily monitoring all! Booking rooms, food and supplies, and preferences coordinated work flow of 4 front desk supervisor pay! ; registration of guests, assigning rooms and employee issues in person and over front. 6 person team, assisted guest with reservations, guest relations, PBX operator and the property, as as. 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