Linda Amepome

Service-oriented Front Office Manager with extensive 12 years experience delivering exceptional guest experiences and leading high-performing teams in the hospitality industry. Skilled in team development, guest relations, training, and operational excellence, with strong communication, organizational, and time-management abilities. Recognized for outstanding customer service as the recipient of the Shine On Service Excellence Award, presented by Ottawa Tourism, for consistently exceeding guest expectations.

Assistant Front Office Manager - Doubletree by Hilton - 33 Nicholas Street

(2025-04)

Deliver exceptional guest experiences and uphold the Light & Warmth of Hospitality

• Supervise daily Front Desk operations including check-in, check-out, and guest assistance
• Lead, motivate, and support team members to achieve service excellence
• Resolve guest concerns quickly and professionally to ensure satisfaction
• Ensure Hilton brand standards and service procedures are consistently followed
• Coordinate with Housekeeping, Maintenance, and other departments to ensure smooth operations
• Support team training, coaching, and development of front desk agents
• Promote Hilton Honors enrollment and room upgrades to enhance the guest experience
• Monitor room inventory, arrivals, and VIP guests
• Assist management in maintaining efficient operations and high guest satisfaction scores

Front Office Manager - Caesars Hotel and Casino - United States of America

(2022-11 - 2024-09)

• Successfully managed front desk operations over a busy season
• Oversee daily check in and check out
• Implement customer service strategies to improve a positive customer service experience
• Train and supervise teams on standard service protocols
• Develop and enforce safety procedures to ensure a secure environment for guests as well as colleagues
• Ensure proper and appropriate grooming is maintained throughout operations
• Assist management with weekly schedule as needed

Supervisor/Team Leader - Conrad Abu Dhabi at Etihad Towers - Abu Dhabi, United Arab Emirates

(2020-10 - 2022-11)

• Supervised daily front office operations, ensuring smooth check-in/out and adherence to Hilton luxury standards
• Led and coached a multicultural team of Guest Service Agents to deliver world-class guest experiences
• Personally attended to VIP and Hilton Honors elite members, ensuring personalized service and seamless stays
• Collaborated with Housekeeping and Revenue teams to manage room allocations and maximize occupancy
• Trained and mentored new front desk staff on ONQ PMS and brand service protocols
• Handled guest complaints promptly, ensuring service recovery and enhanced satisfaction
• Conducted shift briefings, delegated responsibilities, and maintained strong interdepartmental communication
• Supported Front Office Management in scheduling, performance evaluations, and departmental budgeting
• Reviewed guest feedback (SALT/Medallia) to identify service gaps and implement improvements
• Maintained brand compliance, grooming standards, and operational excellence at all times

Guest Relations Executive - Jumeirah at Etihad Towers Abu Dhabi - Abu Dhabi, United Arab Emirates

(2018-09 - 2020-10)

• Welcomed and provided assistance to guests in a friendly and courteous manner with a smile
• Maintained a high level of customer service standards and provided an exceptional customer experience
• Supporting front of house and back of house daily operations
• Handling guests' concerns and complaints
• Booking and managing reservations in seven rooms
• Ordering stationery and beverage items

Front Desk Agent/Receptionist - Bella Luxury Hotel - Spintex - Accra, Ghana

(2013-05 - 2018-06)

• Welcoming guests with a pleasant smile
• Check in and check out guests
• Answering calls (internal and external)
• Assisting with guest inquiries and ensuring satisfaction
• Monitored office supplies and ordered new items when necessary
• Maintained a clean and professional reception area
• Processed payments and invoices quickly and accurately
• Performed data entry and filing duties

Associate of Applied Science (A.A.S.) - Hospitality Management - Delgado Community College (2022-10 - 2024-09)

Diploma - Airport Passenger Handling and Hotel Management (2017)

Bachelor - Hospitality and Tourism Management - University of Cape Coast (2016)

Ola Girls Senior High School (2012)