Front Office Manager
Palm Court Grand Hotel · Orlando, FL
Mar, 2021 · Present
• Lead a 28-person front office (desk agents, night audit, bell/concierge, VIP hosts) for a 412-room full-service hotel averaging 88% annual occupancy.
• Own Opera PMS configuration, rate-code hygiene, and room-inventory controls; cut overbooking incidents by 62% year-over-year through tighter sell-limit discipline.
• Partner with Revenue and Sales on 7-/14-/30-day forecasts; improved pickup accuracy within ±3% for group and transient demand during peak convention weeks.
• Drive front-desk upselling (room categories, packages, late checkout); lifted ancillary FO revenue ~18% vs. prior year while protecting review scores.
• Run guest-recovery playbooks for complaints and VIP arrivals; raised Guest Satisfaction Index (GSI) front-office score from 84 to 92 in 18 months.
• Hire, schedule, and coach supervisors; cut front-desk turnover from 34% to 19% via structured onboarding and weekly KPI huddles.
• Coordinate with Housekeeping and Engineering on same-day readiness; reduced average check-in wait from 12 to 6 minutes during Saturday peaks.
Assistant Front Office Manager
Lakeside Suites Orlando · Orlando, FL
Jun, 2018 · Feb, 2021
• Supported Front Office Manager across 260 suites; supervised desks, night audit, and guest services for leisure and extended-stay mix.
• Built weekly labor and occupancy dashboards in Excel from Opera extracts; improved schedule-to-occupancy alignment and cut overtime 14%.
• Trained 40+ agents on Opera check-in/out, folio adjustments, and service-recovery scripts; standardized complaint logging and 24-hour follow-up.
• Led pre-arrival VIP and loyalty recognition program; increased elite-member recognition compliance from 71% to 95%.
• Owned lost-and-found and key-control audits; passed brand QA with zero critical FO findings across two consecutive reviews.
• Partnered with Sales on group arrivals (Delphi/sales handoffs); smoothed rooming lists and reduced day-of group issues by ~40%.
Front Desk Supervisor / Front Desk Agent
Sunset Bay Resort · Clearwater, FL
May, 2015 · May, 2018
• Progressed from Front Desk Agent to Supervisor for a 180-room beachfront resort; ran shifts of 6–8 agents during spring-break and holiday peaks.
• Mastered Opera PMS arrivals, departures, room moves, and cash/credit close; consistently balanced night-audit variances under $25.
• Resolved guest complaints with on-the-spot recovery offers; maintained TripAdvisor FO-related complaint rate below peer properties.
• Mentored new-hire agents on brand standards, upselling language, and bilingual (English/Spanish) guest assistance at the desk.
• Supported event and wedding check-ins; coordinated early arrivals and late departures with Housekeeping to protect room turns.