Pamela Saylor
Harrisburg
Summary
Dynamic Front Office Manager with a proven track record in client relations, dispute resolution, and operational efficiency. Committed to delivering exceptional guest experiences and fostering team collaboration to enhance service quality.
Overview
12
12
years of professional experience
Work History
Front Office Manager
Sheraton East Hotel
Harrisburg
1988.09 - 2000.10
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Led front office operations to ensure seamless guest experiences.
- Oversaw daily staffing schedules and assignments for front desk team.
- Trained new employees on hotel policies and customer service standards.
- Recruited and trained new employees to meet job requirements.
- Resolved customer complaints promptly to ensure satisfaction and loyalty.
- Implemented guest feedback systems to enhance service quality.
- Delegated tasks to staff, prioritizing assignments to enhance workflow.
- Coordinated with housekeeping to ensure timely room availability and cleanliness.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed and maintained a positive working environment, fostering team collaboration.
Front Office Reservation Supervisor
Sheraton East Harrisburg
Harrisburg
1988.05 - 2000.10
- Supervised front office staff to streamline reservation processes and enhance guest satisfaction.
- Managed daily scheduling and room assignments for efficient guest services.
- Trained new employees on reservation systems and customer service protocols.
- Implemented operational improvements for enhancing reservation accuracy and efficiency.
- Coordinated group bookings and special requests to deliver exceptional service for large events.
- Monitored front desk operations to maintain Sheraton's high service excellence standards.
Education
Associate of Arts - Human Services
Harrisburg Area Community College
Harrisburg, PA2005-10
Skills
- Client relations and booking management
- Reception operations
- Team staffing
- Service excellence
- Dispute resolution
Timeline
Front Office Manager
Sheraton East Hotel
1988.09 - 2000.10
Front Office Reservation Supervisor
Sheraton East Harrisburg
1988.05 - 2000.10
Associate of Arts - Human Services
Harrisburg Area Community College