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
