I have over five years of experience in managing front office operations, primarily in luxury hotels. My role involved overseeing the reception, concierge, and guest services teams to ensure seamless guest experiences. I implemented a new reservation system that improved booking efficiency by 30%. Additionally, I led a team of 20 staff members, conducting regular training sessions to enhance customer service standards.

In high-stress situations, I maintain a calm demeanor and prioritize clear communication with the team. I delegate tasks effectively to ensure all aspects of the front office run smoothly. For instance, during a recent power outage, I coordinated with the engineering team and ensured that our backup systems were operational, minimizing guest inconvenience.

I believe in proactive customer service; anticipating guest needs and exceeding their expectations. I regularly gather feedback through surveys and personal interactions to identify areas for improvement. Implementing a loyalty program and personalized follow-up communications have significantly boosted customer satisfaction scores.

I motivate my team by setting clear goals, providing regular feedback, and recognizing individual and team achievements. I encourage open communication and foster a collaborative environment where team members feel valued. Regular team-building activities and professional development opportunities are also key to maintaining high morale and performance.

During my tenure at a previous hotel, a guest complained about a room mix-up. I quickly apologized, offered an upgraded room, and personally ensured the guest's comfort. I also followed up with a handwritten note and a complimentary dinner, turning a potentially negative experience into a positive one, which the guest appreciated greatly.