Daniela S. Ruffin
Front Office Manager, Upsell revenue
Charlotte, NC · (704) 555 0128 · name@example.com · linkedin.com/in/danielasruffin
Key Qualifications
EXPERIENCE
Ten years at the front desk, five of them leading the department
PROPERTIES
Full service and upper upscale franchise hotels of three hundred to four hundred fifty rooms
SPECIALTIES
Upsell revenue, loyalty enrollment, group arrivals, night audit accuracy
SYSTEMS
Oracle Hospitality Opera, Amadeus central reservations, Quore, Medallia, Microsoft Excel
CREDENTIALS
Certified Hospitality Supervisor, American Hotel and Lodging Educational Institute
EDUCATION
Bachelor of Science in hospitality management, University of North Carolina at Greensboro
Executive Summary
Front office manager with ten years in full service hotels, leading a front desk, night audit and bell team of twenty six at a four hundred room property. Runs an upsell program worth six hundred thousand dollars a year and keeps guest satisfaction scores in the top quarter of the brand.
Signature Achievements
- Built a front desk upsell program that produced six hundred thousand dollars of incremental room revenue in a year.
- Raised loyalty program enrollment at check in from nine percent of arrivals to twenty six percent.
- Lifted the overall guest satisfaction score from eighty four to ninety one over seven quarters.
- Cut average check in time from six minutes to under three by resetting the arrival workflow and preassigning rooms.
- Reduced front office labor cost by two points while occupancy grew four points.
- Passed two franchise brand quality assurance audits with front office scores above ninety six.
Professional Experience
Front Office Manager
Queen City Landmark Hotel, Charlotte, NC 2021 to present
Four hundred twenty room franchise hotel running seventy nine percent occupancy, with a front office team of twenty six across desk, night audit, bell and valet.
- Manage arrivals and departures of up to three hundred rooms a day using Oracle Hospitality Opera and preassignment rules.
- Own the front office budget for labor, supplies and guest recovery, and explain variance at the weekly business review.
- Coach agents on the upsell script and post daily results so the team can see revenue by shift.
- Work with the revenue manager on selling strategy at the desk when occupancy pushes the house toward a sellout.
- Review night audit reports each morning for rate accuracy, high balance accounts and posting errors.
Assistant Front Office Manager
Piedmont Crossing Hotels, Winston Salem, NC 2018 to 2021
Three hundred room hotel with strong corporate and sports group business.
- Supervised fourteen agents across three shifts and managed the schedule against arrival patterns.
- Handled group rooming lists, cutoff dates and billing setup with the sales team.
- Resolved guest complaints on shift and kept written recovery notes in the guest profile.
- Trained the team on payment card industry data security standards handling at the desk.
Guest Services Agent and Night Auditor
Catawba Falls Inn, Asheville, NC 2015 to 2018
One hundred forty room resort inn with a seasonal leisure market.
- Ran the overnight audit, closing the day, posting room and tax charges and producing the daily report.
- Balanced credit card settlements and cash drawers nightly with no unresolved discrepancies.
- Covered as the only employee on property overnight, including safety rounds and emergency response.
Licensure and Certification
Certified Hospitality Supervisor, American Hotel and Lodging Educational Institute
Cardiopulmonary resuscitation and first aid certification, American Red Cross
Education
Bachelor of Science in hospitality and tourism management, University of North Carolina at Greensboro, Greensboro, North Carolina
Core Skills
Property management systems · Upsell programs · Loyalty enrollment · Group arrival planning · Night audit review · Front office scheduling · Guest recovery · Rate and inventory accuracy · Team coaching · Brand standards compliance