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Hotel Assistant Manager Resume Samples
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0-5 years of experience
Originally, I took this position for the amazing opportunity to be an entry level manager in this flagship hotel with some of the highest customer expectations in the nation, rightfully so, as guests paid an average of $400+ per night to stay. What role this position evolved into, prepared me for a career in top-notch customer service and to be able to strategize and problem solve quickly and efficiently in the best interest of my company.
- Maintained Maritz scores and held weekly operations meetings tracing scores and guest follow up.
- Directly contributed and focused on awareness around the property to increase Maritz Overall Satisfaction ranking from 82nd to 29th out of 115 Hyatt properties throughout 2008.
- Acted as Assistant Front Office Manager for 17 months including responsibilities such as employee training, discipline, & payroll in addition to regular duties.
- Controlled the concierge website for Hyatt Maui; editing content and ensuring departmental follow through on all guest requests.
- Conducted property walk-thrus daily for the General Manager.
- Implemented a management/guest lobby engagement project
- Assisted in increasing revenue by changing guestroom view categories where possible.
0-5 years of experience
Manager on Duty overseeing hotel operations and upholding Hotel's AAA 4 Diamond Standards during PM shift. Able to use Human Resources experience to improve operations and performance of hotel and staff.
- Coordinated duties of hotel departments including Housekeeping, Front Office, Engineering, and Food & Beverage Teams. Ensured employees were performing assigned tasks and reacted to staff & guest needs.
- Focused on Problem Resolution to address any guest issues and trained staff in Problem Resolution, achieving best monthly score in hotel history in first full month on the job.
- Charged with providing a strong lobby presence to greet, assist, and connect with guests. Responsible for giving detailed information and tours regarding the history of the hotel.
- Fully developed Manager on Duty program for staff to utilize in my absence. Developed Life Safety & Emergency Procedures Manual for hotel use.
- Developed training classes for Managers in Training and led Employee Recognition Committee in addition to daily duties.
- Manager of the Quarter for second quarter 2012.
0-5 years of experience
Scheduled future hotel bookings, greeted and interacted with hotel guests and restaurant customers.
- Supervised, scheduled and coordinated activities for a team of five employees.
- Managed payroll and assisted in accounting with A/P and A/R.
- Administrated cash flow and credit card income.
- Translated business letters and proposals as well as a personal translator for the company's president.
- Prepared various different monthly reports for both Hotel and Restaurant.
- Filled out forms and made payments for IVU taxes, PR Tourism as well as other government agencies.
0-5 years of experience
Managed the Front Office of a 4 Star, 498 room resort
- Responsible for scheduling, hiring, training and evaluating a staff of 15-25. Monitored and forecasted payroll, ordered supplies, maintained budgets, assisted with yield management of a $50 million a year property and ensured an extremely high level of customer service throughout the resort
- Front Office rated in top 5% in every category measured by Hyatt Corporate including customer service and profitability
- Developed incentive programs that generated over $250,000.00 in additional revenue in 2 years
0-5 years of experience
Responsible for assisting in all areas needed throughout entire 1100 room property, the second largest Hyatt in the Chicago area and corporation's home-base
- Assisted on all levels of guest relations, including conflict management, to ensure repeat business and customer satisfaction.
- Trained and mentored front office staff.
- Resolved employee issues and incidents.
- Responsible for VIP services.
0-5 years of experience
Assisted Front Office Manager in daily operations and overall direction of the front desk, bell staff, doormen and PBX.
- Acted as liaison with internal departments (convention services/front office operations) for all incoming corporate groups.
- Daily supervision included staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards.
- Responsible for staff understanding of brand standards, philosophy and specific position processes.
- Structured and implemented training plans and standard operating procedures manual for the front office department which in turn increased brand compliance scores.
- Promoted to Guest Services Manager.
0-5 years of experience
I have increased upsells by 15% using team challenges
- Completed ordering of all supplies under budget
- Ensured payroll was completed error free
- Scheduled 35 employees
- Completed ordering of all supplies under budget
- Trained turn-down attendants
0-5 years of experience
- Responsible for success of upsell program making Las Vegas #1 in upsells company-wide in 2003
- Doubled the number of perfect fills in 2003 (compared to 2008) by working closely with the Reservations department and carefully managing inventory and arrivals
- Managed guest feedback, comments, and complaints to maximize guest satisfaction, create memorable experiences, and increase guest return rate
- Coordinated daily Operations meeting to share information between departments and capitalize on key customer interaction opportunities
0-5 years of experience
Conducted research, complied gathered data, spreadsheets, and reported.
- Monitored stewards during housekeeping and dining duties
- Organized and prioritized all events, activities and operations in hotel
- Conducted research, complied gathered data, spreadsheets, and reported.
- Clerical Duties: inbound and outbound calls, copying, filing, scanning documents, printing, etc.
0-5 years of experience
Performed close process, such as balancing accounts and conducting nightly audits
- Researched and resolved guest inquiries for hotel services and provided on the spot travel directions
- Coordinated appointments and conference rooms for special hotel events and clients
- Assisted housekeeping manager by logging and validating inventory of hotel supplies
0-5 years of experience
Assumed an active roll in running what had developed into a 135 room hotel. Hotel had experienced a 35 percent growth in 3 years and was expecting the trend to continue.
- Responsible for any outside purchases needed during daily operations and provided some cost reduction by searching for better pricing and quality.
- By maintaining all stockrooms in a "lean" fashion and submitting replenishment orders only when necessary the business cash flow increased and was used for needed improvements.
- Responsible for making deposits and payments on behalf of the hotel.
0-5 years of experience
- Assisted in the set up and opening of a new store and hotel location
- Hired, trained, and developed 10-15 non-supervisory associates and 3 management staff
- Spoke with perspective clients in person and via telephone pertaining to services and pet care provided within the facility; addressed any and all questions and/or concerns
- Collected payment for services and products purchased by client
0-5 years of experience
Leadership of Front Desk, Guest Services, In-Room Dining, and Housekeeping staff
- Responsible for leadership of daily tasks, with a personal emphasis on training and development of staff
- Continuous contributions to Guest Services Scores, and upholding brand standards
- Started as Front Desk agent then promoted to management after less than 1 year of service
- Maintain positive working relationship with both Union and Non-Union staff, with sensitivity to contractual guidelines
- Ability to assist staff in knowledge of Benefits and 401k, with working knowledge of HR tracking system Workday
- Task force in Food & Beverage management
0-5 years of experience
Managed daily room inventory, including sold out nights and relocations for 2,000 room hotel
- Implemented new Guest Ware program for hotel guest requests and incidents, resulting in more efficient and organized reporting and follow thru.
- Received Service Excellence Award - 2nd Quarter 2004
- Service Essentials Facilitator - Spearheaded corporate directed service program and training of 1,000+ employees.
- Managed staff of 75 including scheduling and payroll
- Greeted and assisted VIP's, handled guest complaints, issues and concierge needs
- Immediate supervisor for all employees on duty when department supervisor was not present
- Spokesperson for General Manager
- Worked with Security to respond, investigate and report emergencies and incidents
- Managed Regency Club and Wardrobe operation
0-5 years of experience
- Completed important aspects of general administration, like weekly and monthly stock and consumption account, guest-list, bed book etc, as required by Management.
- Prepared household staff rotes and duties. Ensured that Excellence Hotels operates to the highest standards required by management.
- In liaison with Management, completed the induction of all the newly appointed household staff.
- Ensured that all household staff and other staff comply with Excellence Hotels policies, e.g. fire, safety precautions etc.
- Managed the daily operations of the Hotel including Conference Management, Rooms, Housekeeping, Leadership & Training, Reservations, Retail, Engineering, Spa, as well as other functions as assigned.
- Monitored the performance of the Hotel operational teams. Provided assistance to aid executive committee department heads in achieving their short and long-term objectives.
- Implemented Hotel insurance policies, procedures and the overall operation philosophy. Assigned budgets to ensure that profitable goals for the Hotel were met.
0-5 years of experience
Followed administrative procedures and provided guidelines
- Supervised associates to ensure proper product knowledge
- Trained quality associates for brand representation
- Assured staff is aware of food and beverage specials
- Established and maintained interpersonal relationships
0-5 years of experience
- Monitored the supervision of the hotel's night operations
- Trained all new hires for Front Desk and Security personnel.
- Coordinated security team details and conducted evaluations of security personnel.
- Produced financial reports and budgetary documentation for security department.
0-5 years of experience
Completed research, developed business plan and completed the startup of a new spa on the property in partnership with the General Manager.
- Implemented guest service standards and provided customer service training to all guest relations staff.
- Assisted in the development of hotel and spa budget.
- Provide direct support supervision of Hotel and Housekeeping Supervisors.
- Assisted Sales Manager in developing strategies for casino events and conventions.
- Created Procedural Discrepancy Report system for the hotel to monitor front office accounting errors.
- Responsible for the renovation of hotel rooms including design, selection, and procurement of furniture.
- Developed and implemented housekeeping cleaning inspection program.
- Recruitment and selection of all new hires for the hotel department.
6-10 years of experience
General supervision of hotel operations
- Responded to all guests calls for all departments and handled accordingly ([company name])
- Supervised front services (Bell staff, Door staff and courtesy van drivers).
- Monitored staffing levels in all departments and reacted accordingly.
- Oversaw guest accidents and medical emergencies and delegated actions.
- Acted as liaison between hotel and Gateway Parking Facility.
- Mediated conflicts that were guest related or team member related.
- Monitored weather conditions for snow removal and securing outdoor furniture.
- Represented Executive office and department heads in their absence.
0-5 years of experience
- Assist department heads in daily operations
- Engage in customer service problems using TQM and Covey principles
- Responsible for increasing JD Power's customer service satisfaction scores
- Increased customer satisfaction scores by 65% in first six months
0-5 years of experience
Overnight Manager in charge of the hotel and employees including: Night Audit, PBX, Security, Banquet, Maintenance, Housekeeping and Room Service.
- Provide support to other departments and handle guest issues.
- Respond to emergencies and to be the head of response team.
- Create financial spreadsheets to distribute to hotel department heads.
- Attend manager meeting and make presentations on occasion.
- In charge of Telecommunications department: ordering and repairing phones, setting up and billing phones for banquet set ups. Manager in charge of the hotel and employees
- Provide support during other shifts as the MOD.
0-5 years of experience
Responsible for overseeing the front desk, bellmen, doormen, PBX, and concierge in absence of the front office manager and director of rooms
- Responsible for creating the weekly schedule for a staff consisting of over 40 employees
- Responsible for purchasing all supplies for the front office
- Greet VIP guests and assist with personalizing their experience
- Selected by the hotel manager to take on the role of the front office manager for an extended period of time in her absence
- Attend and lead internal meetings while working closely with housekeeping, sales, engineering, and security departments
- Promoting the highest levels of service by conducting quality standard tests and consistent training with a strong focus on guest centricity and employee empowerment
- Responding to guest issues that are received via internal review systems
- Provide coaching and counseling to employees within a union environment
- Nominated for employee of the month within the first 6 months of employment
- Selected to represent the hotel on "task force" at another property in their time of need
0-5 years of experience
Supervised 480 employees/entire properties and F&B outlets.
- Responsible for maintaining 5 star 5 diamond services to guest and training associates.
- Meet, greet and provide 24 hour guest services to foreign heads of state, corporate industry leaders and VIP
- Created work schedule for the Front Office, Concierge & Bell staff.
- In charge of amiable conflict resolution for guests.
- Implemented hotel guest profiles system.
- Maintained confidentiality of all guests.
- Responsible for ensuring all guest preferences and expectations are met at the highest level.
- Demonstrate leadership through exceptional service to guests and co-workers
6-10 years of experience
Assists hotel manager in managing day-to-day operations of the front services including front desk, bell desk, Door, Concierge, Butlers and Valet
- Responsible for proper scheduling of employees ensuring a high level of guest service while maintaining control of labor costs and departmental expenses
- Supervise employees including maintaining proper relations, recognition, evaluating performance and administering discipline
- Provide positive feedback to employees and handle special projects and other job duties as assigned
- Meet the attendance guidelines and adhere to departmental policies and procedures of the hotel
0-5 years of experience
Responsible for the upkeep of a seventy three room hotel inside and out. Also responsible for the production of housekeepers.
- Insure that every hotel room is ready for our guest to have a great experience while they are staying with us.
- Insure that every piece of equipment and all monitoring systems are functioning including fire, cable, and phone systems.
- I am also responsible for the upkeep of the hole outside grounds
- Also in charge of ordering all the supplies to keep the hotel operating
0-5 years of experience
Manage 20+ employees, hiring interviews, coaching, terminations, scheduling of employees.
- Budgeting for payroll, and weekly reports for payroll, sales, and projections for weekly quotas for corporate approval.
- Ordering of supplies, inventory management.
- Sales, customer service, and marketing new ideas to meet and exceed sales quotas.
- Ensuring the safety and care of the animals.
0-5 years of experience
- Assisted in coordinating maintenance, repair, and improvements of property and equipment
- Provided administrative support and upkeep during construction, inauguration of Hotel to present
- Handled finances, product orders and supplier management, part time employee payroll
- Was responsible for auditing daily cash sales/income, petty cash account
- Helped in design and management of website and developing online marketing publicity and strategy
- Provided support to GM in Operations and Financial Management, General Sales & Marketing Strategy, and Event Planning and Execution
- Analyzed guest provided statistics to track & enhance caliber of service, assure conformity to government standards, and to determine quantity of investment necessary to staff, equipment and structures to resolve guest issues
- Prepared monthly financial progress reports/presentations for feed forward/feedback meetings with Chairman, Board Members, and GM
0-5 years of experience
Supervise day-to-day operations of assigned Client site.
- Manage a team of hotel officers, including participating in scheduling, training, coaching, recommending applicants for employment, and implemented disciplinary actions.
- Enforced safety regulations and handle all escalated security issues or emergency situations appropriately.
- Reconcile logs, patrols and shift responsibilities.
- Prepare and review incident/accident reports regarding activities, prior to submitting to management.
- Conducted follow-up investigations on reports of criminal activities and violations of safety standards.
- Meet with Client and management regularly, to listen to issues and provide solutions.
- Performed lock interrogations, key audits, and guest wellness checks.
- Administered Medical Assistance and First Aid in emergencies.
6-10 years of experience
Plan opening of new hotel, develop and maintain policies and procedures
- Opening, closing, cash, and audit procedures
- Provide excellent guest service and assuring new and repeat guest
- Interview, hire, train, coach, counsel associates
- Provide necessary information and tools for associates to provide excellent guest service
- Supervise daily operation of hotels front office, housekeeping, and maintenance operations
0-5 years of experience
Directly supervise and schedule front office and housekeeping staff of approximately 120 people.
- Resolve employee conflict and encourage group relations.
- Work with manager and director on monthly and annual budget goals.
- Attend bi-yearly tour group meetings to learn ways to attract tour business.
- Attend yearly state tourism conventions to learn about regional attractions and different ways to attract local and regional business.
- Complete and present employee performance evaluations.
- Resolve all written and verbal guest concerns.
- Build and maintain rate codes and write employee procedures for monthly hotel promotions.
- Plan and conduct monthly employee meetings.
- Member of the Employee Advisory Board.
0-5 years of experience
Managed and maintained the administration of all reservations, cancellations and no-shows.
- Maintained the correct handling of all soiled linen and ensure that every bedroom had the correct bedding and relevant number of towels.
- Ensured that all members of the team sign in/out on the timesheets at reception and managed absence and lateness.
- Kept up to date with current promotions and hotel pricing, to provide information to guests, and to maximize bedroom sales.
0-5 years of experience
- Recommend changes that could improve service and increase operational efficiency.
- Screen job applicants, and hire new employees.
- Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner.
- Inspect and evaluate the physical condition of facilities to determine the type of work required.
- Plan and prepare employee work schedules.
- Evaluate employee performance and recommend personnel actions such as promotions, transfers, and dismissals.
- Helped to set up and start the hotel's operation.
- Inspect work performed to ensure that it meets specifications and established standards.
0-5 years of experience
- Overseeing daily hotel operations and maintaining 5-Diamond luxury standards throughout all hotel departments.
- Monitoring and reviewed department functions service quality on hotel VIP/Specialty guests.
- Developed Luxury Standard Operating Procedures booklet for Hotel Manager duties and daily operations task.
- Regular updates of guest satisfaction and hotel service performance.
- Building relations with many return/high profile guests and ensuring requests quality service. Oversee F&B Department Operations and balance budget with P&L.
- Emergency duties to coordinate and maintain safety guidelines.
- See that all front of house staff is upholding to AAA standards. Role modeling standards for all staff to instill on daily basis.
0-5 years of experience
Manage Front Desk, Bellmen, Doormen, and PBX
- Oversee purchasing, inventory, schedules, payroll, training, disciplinary actions, hiring and terminations
- Resolve guest issues
- Run and attend meetings on daily basis
- Worked as Overnight Hotel Manager for 7 months
0-5 years of experience
- Coordinate hotel-wide satisfaction and service recovery initiative for a 429 room resort-hotel
- Oversee service in rooms and food and beverage departments; respond to all crisis situations
- Complete projects and presentations; learn and develop through cross training
0-5 years of experience
- Directed all phases of hotel operations.
- Responsible for resolving all guest situations and special requests.
- In charge of departments in the absence of the department head.
0-5 years of experience
Perform and check nightly hotel audit.
- Supervise hotel guest check-in and check-out.
- Train all new employees on customer relations procedures.
- Maintain and balance a cash drawer on a daily basis.
- Answer incoming phone calls and make hotel reservations.
- Monitor the reservation files to ensure correct organization.
- Supervise housekeeping department to ensure room cleanliness.
- Resolve customer complaints to ensure a satisfactory hotel stay, and guest return.
- Coordinate with other resort departments for parties, golf groups and other special events.
- Assist Hotel Manager with the overall daily hotel operations including supervision of multiple employees.
6-10 years of experience
Assist hotel manager to ensure high quality guest service provision
- Schedule employees to ensure all stations are manned appropriately
- Interact with guests to gain feedback on service
- Perform drills to ensure constant training
- Supervise hotel staff to ensure the provision of excellent customer services
- Manage conflicts and resolve issues in accordance to the hotel's protocols
- Oversee daily accounting procedures
- Manage daily sales reports as instructed
- Coordinate the efforts of different departments to ensure smooth running of the business
- Solicit business from new accounts and ensure recurring business from current guests
0-5 years of experience
Assisting the Front Desk and other related departments
- Train, discipline staff
- Ensure safety of Guests and employees
- Assist other departments
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