Front Office Manager - Hilton Grand Vacation Club
(2021-01 - 2026-02)
- Supervise daily front office operations, including check-in, check-out, and reservations
- Lead, train, and schedule front desk staff to ensure optimal performance and coverage
- Deliver outstanding customer service and resolve guest complaints in a timely, professional manner
- Monitor room availability, bookings, and occupancy rates to maximize revenue
- Ensure accurate handling of billing, payments, and financial transactions
- Maintain knowledge of hotel policies, procedures, and safety standards
- Coordinate with housekeeping and maintenance teams to ensure rooms are ready and guest needs are met
- Prepare daily reports, track performance metrics, and manage front desk budgets
- Ensure compliance with company standards and provide a welcoming, professional environment
Apple Pay Advisor - Concentrix
(2020-01 - 2021-12)
- Assist customers with setting up and using Apple Pay on compatible devices
- Troubleshoot issues related to payments, card linking, and transaction errors
- Educate users on features, security, and best practices for digital payments
- Handle sensitive financial information with confidentiality and accuracy
- Resolve customer concerns efficiently while delivering excellent service
- Document interactions and escalate complex technical or account issues when needed
- Stay updated on Apple Pay features, policies, and system updates
- Collaborate with internal teams to improve customer experience and service quality
Front Desk Supervisor - Hilton Garden Inn
(2018-01 - 2020-12)
Supervised front desk operations for a 150+ room property, overseeing a team of 6 front desk associates.
- Trained, coached, and evaluated staff to ensure exceptional guest service and adherence to Hilton brand standards
- Assisted with scheduling, shift coverage, and payroll coordination
- Resolved guest concerns promptly and effectively, achieving a 20% increase in guest satisfaction scores
- Coordinated with housekeeping and maintenance to ensure smooth daily operations
Front Desk Agent - Homewood Suites by Hilton
(2016-01 - 2018-12)
- Handled guest check-ins, check-outs, and reservations with accuracy and professionalism
- Assisted guests with inquiries, local recommendations, and loyalty program enrollment
- Processed payments, balanced cash drawers, and managed nightly reports
- Recognized for consistently achieving top guest satisfaction survey scores
