John Aitaro
Tamuning
Overview
23
23
years of professional experience
Work History
Front Office Manager
Onward Beach Resort / Hoshino Reaonare Guam
145 Gov. Carlos Chamaco Rd. Tam, Guam 96913
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.
Education
Bachelor Of Applied Science - Biblical Studies
Pacific Island University
Mangilao, Guam05.2010
Timeline
Front Office Manager
Onward Beach Resort / Hoshino Reaonare Guam
05.2001 - 03.2024
Bachelor Of Applied Science - Biblical Studies
Pacific Island University