Front Office Operations Manager

Front Office Operations Manager — Pacifica Hospitality Group

Dallas, TX | June 2023 – Present

• Supervised a front office team of 14 customer service and reception associates, scheduling shifts and implementing service standards that increased customer satisfaction scores by 26% over 12 months.
• Managed a departmental operational budget of $380,000, renegotiating vendor service level agreements for security and office supplies to reduce recurring operational expenses by 14% annually.
• Directed the deployment of an upgraded Property Management System (PMS) across the facility, reducing employee check-in processing errors by 40% and cutting average customer wait times by 4 minutes.
• Established a structured training program for front desk associates focused on conflict resolution and service standards, reducing staff turnover rate by 18% and saving $22,000 in recruitment costs.

Assistant Front Office Manager — Meridian Executive Suites

Austin, TX | July 2020 – May 2023

• Coordinated daily front desk operations and supervised a team of 8 receptionists, managing guest escalation procedures and reducing customer service resolution times by 30% over a 15-month period.
• Audited daily financial transactions and night audit reports totaling up to $50,000 daily, identifying billing discrepancies and reducing accounting reconciliation errors by 22% within 6 months.
• Maintained inventory controls for office equipment and guest supplies, implementing a digital tracking system that reduced inventory shrinkage by 15% and saved $8,500 in annual replenishment expenses.
• Spearheaded the integration of a new online guest messaging platform, facilitating communication for 200+ daily visitors and improving overall response speed to guest requests by 35%.

Front office operations, Guest relations management, Budget forecasting, Property Management Systems (PMS), Vendor negotiations, Staff scheduling, Escalation resolution, Administrative systems, Inventory management, Cost controls, Compliance auditing, Opera PMS, Zendesk, Microsoft Office Suite

Digital Check-In Kiosk Integration

Role: Project Lead

Tools: Opera PMS, iPad Kiosk Systems, Zendesk

Managed the implementation of 4 self-service check-in kiosks, reducing average reception queue lengths by 35% and saving 2.5 minutes per guest registration.

Front Office Workforce Optimization

Role: Operations Manager

Tools: Deputy scheduling software, Excel, Slack

Analyzed foot traffic patterns and redesigned staff schedules, reducing department overtime expenditures by 28% while maintaining a 94% guest satisfaction rate.

• Certified Front Office Manager (CFOM) (2022)
• Certified Manager (CM) (2024)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Guest coordination lead for regional business symposia (2022 – Present)
• Availability: 2 weeks notice