Kamaya Chaney
Chicago
Summary
Results-driven Assistant Front Office Manager with expertise in operational efficiency, team collaboration, and customer service excellence. Proven ability to implement effective workflows and enhance guest satisfaction through strategic staff training and mentorship.
Overview
8
8
years of professional experience
Work History
Assistant Front Office Manager
Choice Hotels-Radisson Blu Aqua
Chicago
04.2023 - Current
- Managed front office operations and ensured smooth guest check-in processes.
- Trained and mentored staff on customer service best practices and hotel procedures.
- Assisted in developing promotional materials to enhance guest engagement and satisfaction.
- Implemented efficient workflows to improve front office productivity and service quality.
- Provided leadership by setting an example for other employees to follow.
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Verified accuracy of charges on guest folios at check-out time.
- Investigated customer complaints and took corrective action when necessary.
- Responded promptly to customer inquiries via telephone or email.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Enforced safety regulations among front office staff members.
- Administered office budget, maintained records, and tracked expenses to achieve financial targets.
- Advocated for sound financial and business decisions in consultations.
Front Office supervisor
Hampton INN - Kana hospitality
Chicago
03.2020 - 03.2023
- Supervised front desk operations and ensured smooth guest check-in processes.
- Managed room assignments and coordinated with housekeeping for efficient service.
- Trained and mentored staff on customer service standards and hotel policies.
- Monitored inventory levels of supplies and ordered materials as needed.
- Handled customer complaints in a professional manner.
- Coordinated with other departments to ensure smooth operations.
- Conducted regular meetings with front office staff members to discuss any issues they may have encountered during their shift hours or when dealing with guests directly at check-in and check-out counters .
- Monitored guest check-in and check-out procedures.
- Managed inventory levels of supplies, equipment, and services used by the front office team.
- Kept close eye on front desk to promptly address and resolve issues.
- Maintained accurate records of all guests' bookings and payments.
- Assessed daily operational needs of the front desk team including staffing requirements, supplies ordering, maintenance requests, thus ensuring smooth running of all processes involved .
Front Desk Agent
Hilton
Chicago
07.2017 - 01.2019
- Greeted guests warmly and facilitated smooth check-in experiences.
- Managed reservations using Hilton's property management system efficiently.
- Responded to guest inquiries and resolved issues promptly and professionally.
- Coordinated with housekeeping to ensure room readiness for arriving guests.
- Processed guest payments securely and maintained accurate financial records.
- Assisted in training new front desk staff on procedures and policies.
- Maintained a clean and organized front desk area for optimal guest interaction.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Resolved customer complaints promptly and courteously.
Education
Bachelor of Arts - Hospitality Administration And Management
Chicago State University
Chicago, IL07-2019
Skills
- Front office operations
- Customer relationship management
- Staff training
- Reservation management
- Complaint resolution
- Budget administration
- Communication skills
- Conflict resolution
- Microsoft Office Suite
- Time management
- Leadership development
- Staff supervision
- New hire training
- Quickbooks
Timeline
Assistant Front Office Manager
Choice Hotels-Radisson Blu Aqua
04.2023 - Current
Front Office supervisor
Hampton INN - Kana hospitality
03.2020 - 03.2023
Front Desk Agent
Hilton
07.2017 - 01.2019
Bachelor of Arts - Hospitality Administration And Management
Chicago State University