John Aitaro

Front Office Manager

Onward Beach Resort / Hoshino Reaonare Guam

05.2001 - 03.2024

Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Reconciled end-of-day reports to determine accurate billing and payment processing.
Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
Coached employees through day-to-day work and complex problems.
Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
Managed daily room inventory to maximize occupancy rates and revenue generation.
Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
Developed procedures to establish accurate and organized check-in and check-out processes.
Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
Created, prepared, and delivered reports to various departments.
Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
Prepared reports to assist business leaders with key decision making and strategic operational planning.
Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
Delivered performance reviews, recommending additional training or advancements.
Coordinated special events bookings with event planning teams for smooth execution of functions held at the hotel premises.
Implemented staff training programs, improving employee performance and team cohesion.
Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
Monitored customer service trends and provided insights to management team for further improvement.
Assisted marketing efforts through data collection initiatives that resulted in targeted promotions thereby increasing reservations.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Assisted in organizing and overseeing assignments to drive operational excellence.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Established team priorities, maintained schedules and monitored performance.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Defined clear targets and objectives and communicated to other team members.
Set aggressive targets for employees to drive company success and strengthen motivation.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Identified and communicated customer needs to supply chain capacity and quality teams.
Managed senior-level personnel working in marketing and sales capacities.
Leveraged data and analytics to make informed decisions and drive business improvements.
Controlled resources and assets for department activities to comply with industry standards and government regulations.
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Launched quality assurance practices for each phase of development
Developed detailed plans based on broad guidance and direction.
Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Overview

Work History

Front Office Manager

Education

Bachelor Of Applied Science - Biblical Studies

Timeline

Front Office Manager

Bachelor Of Applied Science - Biblical Studies

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