Speranda Brunache
Providenciales
Summary
Accomplished Assistant Front Office Manager with a proven track record at Seven Stars Resort And Spa, enhancing guest satisfaction and streamlining front desk operations. Skilled in staff training and development, and adept at leveraging property management systems for operational efficiency. Excelled in boosting team performance and customer service, achieving significant improvements in guest feedback.
Overview
14
14
years of professional experience
Work History
Assistant Front Office Manager
Seven Stars Resort And Spa
06.2015 - Current
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Drafted employee work schedules to fill coverage gaps.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Created reports, presentations and other materials for executive staff.
Front Desk Agent
Ocean Club Resorts
01.2012 - 06.2015
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Front Office Agent
The Veranda Resort & Residences
06.2011 - 06.2012
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Implemented a system to track lost-and-found items more effectively, increasing the return rate of lost belongings to their rightful owners.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Assisted in revenue management strategies by analyzing booking patterns and implementing pricing adjustments accordingly.
Education
High School Diploma -
Clement Howell High School
Blue Hills06-2010
Skills
- Customer service
- Front desk operations
- Staff training and development
- Employee supervision
- New hire training
- Property management systems
- Effective multitasking
- Hospitality services
- Scheduling and calendar management
Accomplishments
- The Alan Duffy Excellence in Service Award
- Departmental Trainer
- Leadership Programme
Languages
English
Native language
French
Beginner
A1
Timeline
Assistant Front Office Manager
Seven Stars Resort And Spa
06.2015 - Current
Front Desk Agent
Ocean Club Resorts
01.2012 - 06.2015
Front Office Agent
The Veranda Resort & Residences
06.2011 - 06.2012
High School Diploma -
Clement Howell High School
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