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Objective

A position as Front Office Manager for International Hotel Chains.

Professional Summary

Outgoing Front Office Manager with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.

Work History
Front Office Manager 09/2019 to Current
 ANA Crowne Plaza Hotel Kobe – Kobe , Japan

• Ensure your front office team delivers a great service, professional attention and personal recognition

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
Fron Office Manager 01/2018 to 08/2019
 Legoland Japan Hotel – Nagoya, Japan

• Legoland Japan Hotel was successfully grand open on 28 April 2018

• Responsible for maintaining efficient Front Office operations through planning, organizing, staffing, executing and controlling the functions of the Department.
• Directs and co-ordinates the activities of the Front Office and responsible for the smooth operation which includes reception/cashiering, concierge, bell service, and telephone department.
• The results achieved by these departments must be in accordance with company objectives.
• The highest level of performance and quality standard of the hotel is expected.
Assistant Reception Manager 12/2013 to 12/2017
 Nagoya Marriott Associa Hotel – Nagoya, Japan
  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Supervises same day selling procedures to maximize room revenue and property occupancy.
  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Implementing the customer recognition/service program, communicating and ensuring the process.
  • Assists in the review of comment cards and guest satisfaction results with employees.
  • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Duty Manager 08/2011 to 11/2013
 Sheraton Hiroshima Hotel – Hiroshima, Japan
  • Ensure that all guests are welcomed and recognized in accordance with hotel standards and the goals of Starwood Preferred Guest
  • Handle and follow up complaints in order to ensure guest satisfaction
  • Coordinate Front Office operations during shift, including Front Desk, Concierge and Service Express to ensure guest service excellence and adherence to standards and procedures at all times
  • Demonstrate through knowledge of and encourage active selling all products, services and special events within the hotel
  • Maintain manpower and materials cost control measures
  • Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals
  • Deputize for Rooms Division Manager in his absence and attend meetings as requested
  • Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required
Front Office Assistant Manager 01/2010 to 07/2011
 Sir Winston Hotel – Nagoya Japan
  • Execute cross-sell and up-sell initiatives to increase ADR and revenue through internal and external channels.
  • Managed online travel agent site such as Rakuten Travel, Jalan, Expedia, Agoda, Booking.com etc.
  • Maximize overall Rooms revenue and profit through development and implementation of effective inventory and pricing strategies based on future demand forecasts, current trends and historical data.
  • Accept and process reservations and requests, control room and rate availability, up selling and yield management.   
  • Enhancing guests experience through creating positive lasting impressions.
Japanese Sales Manager 12/2007 to 12/2009
 Siam@Siam Design Hotel & Spa – Bangkok Thailand
  • Solicit new and existing accounts to meet/exceed revenue goals through telephone solicitation, outside sales calls, site inspections and written communication.
  • Prepare correspondence to customers, internal booking reports and file maintenance.
  • Participate in daily Yield meeting, pre-convention meetings, training and other sales-related meetings.
  • Work with other departments within the hotel to provide quality service to customers.
  • Develop/maintain knowledge of market trends, competition and customers.
Japanese Guest Relations Officer 03/2005 to 12/2007
 Royal Orchid Sheraton Hotel & Towers – Bangkok, Thailand
  • Allocating and processing of guest rooms as their reservation conditions and requests, meeting and escorting VIP guests, giving general information, assistance to guests.
  • Check all information of the Japanese guests from the guest's history file on the previous day of their arrival, look in the correspondence the reservation may have been in put incorrectly.   
  • Promote and up-sell product by having through knowledge of the hotel products and services inclusive of restaurants and bar menu and its operating hours Answer guest inquiries, handle guest complaint, attend the need of guests and follow up by taking personal responsibility.
  • Attend Pre-meeting to make arrangements with client and other department for Japanese groups.  
  • Oversee the Lobby area; report any defects, cleanliness, the condition of the furniture, flower and lighting to housekeeping.
  • Act as a liaison for all Japanese convention, incentive and meetings business to make the communication among the organizer, Sales Department and Convention Service Department.  
  • Work closely with F&B associates to ensure all aspects of the event have been serviced both clients and hotel needs.
  • Conduct Site Inspection to assist Sales Department Handle taking reservations and guest check in/out for all nationalities.
Front Office Receptionist 02/2004 to 02/2005
 InterContinental THE GRAND YOKOHAMA – Yokohama, Japan
  • Handle taking reservation, guest check in/out including corporate guests such as Mitsubishi Estate.
  • Dealt with cash/credit card transactions for the hotel that holds 600 rooms with average Occupancy of 85 - 100%.
  • Offer information about hotel's service and facilities, interesting local sight seeing points and entertainment attractions.   
Personal Information
Date of Birth: 30 April 1980
Gender: Male
Nationality: Japanese
Education
Diploma: Hotel Management 2003 International College of Tourism Nagoya - Nagoya Japan

Hotel Management
Languages
  • Native Japanese
  • Excellent command of spoken and written English
  • Basic knowledge of Thai for communication.
Skills
  • Knowledgeable on OPERA (Version 5.2) Trained 30 members of the Front Reception Team
  • Trained course for the fire protection manager's license
  • Trained course for the disaster protection manager's license
  • Proficient in Microsoft Office Word, Excel, Outlook and Power Point
Additional Information
  • Awards 2009 MVP(Most Valuable Producer) , Rakuten Travel Inc.
  • Training Records; Feb. to July 2002   Le Royal Méridien Baan Taling Ngam, Samui, Thailand as Guest Relations Trainee
This resume is created in 7 minutes.
Summary
I have my own photography business where I photograph mostly actors and models.  The majority of my business is headshots and modeling shoots for kids.  I love my job and working with so many amazing clients.  I have a degree in Marketing/Public Relations and love being creative.  I have 2 kids, 3 dogs and a cat.
Skills
  • Highly responsible and reliable
  • Works well under pressure
  • Exceptional interpersonal skills
  • Upbeat, outgoing and positive
  • Creative
Experience
Founder, Photographer Photography by Mendy Thousand Oaks, CA I specialize in photographing actors and models.  I do headshots and modeling, editorial shoots.  I also do family portraits and senior photos.
Volunteer 09/2005 － 06/2013 Webster Elementary School Malibu, CA While my kids were attending Webster I was a volunteer in the classrooms, for special events and field trips.
Model 01/1989 － 01/1999 I worked for years as a model in Hawaii, San Francisco and Los Angeles while I was waitressing and going to college.  I stopped working when I had my son in 1999.
Public Relations Assistant Warren Cowan & Associates Los Angeles, CA After finishing college I worked at Warren Cowan & Associates, a public relations firm that specialized in representing actors/actresses.
Server 07/1988 － 08/1992 California Pizza Kitchen at Kahala Mall Honolulu, HI Worked in a busy restaurant as a server.
Education and Training
Bachelor of Arts: University of California San Francisco State - Speech Communication with an emphasis on Corporate Public Relations San Francisco, CA Cumulative G.P.A:  3.33
University of Hawaii Kapiolani Community Colllege Honolulu, HI Cumulative G.P.A: 3.69
High School Diploma: Moore High School Moore, OK
Cumulative G.P.A:  3.78
Class Ranking:  46/1004
Honor Society
Anchored the Oklahoma state championship basketball team
HOBBIES
Hiking, jogging, basketball, movies
This resume is created in 7 minutes.
Summary
Passionate accounting professional with a projected AAS for May 2018. Bilingual professional experienced in multiple avenues of customer related services. Proficient in Microsoft Word, Excel and PowerPoint. Conscientious individual adept at preparation, marketing, and management. Highly motivated and persuasive worker able to handle projects in and outside of work. 
Highlights
  •  Written/oral fluency in Spanish and English.
  • Financial planner
  • Effective time management
  • Expert in customer relations
  • ​Courteous demeanor
  • Energetic work attitude
  • Adaptive team planner
  • Strong organizational skills
Experience
Sales Representative 09/2012 to 03/2013 Boost Mobile Ny, Ny
  • Achieved $1000 monthly sales goals.
  • Greeted store customers promptly
  • Responded to questions with knowledgeable service.
  • Completed documentation for product and service sales.
Cashier 12/2014 to 07/2015 Key Food Supermarket Ny, Ny
  • Worked with customer service to resolve issues.
  • Assessed customer needs and responded to questions.
  • Operated cash register with proficiency.
Public Relations Officer 04/2015 to 07/2015 Meyerson Management Ny, Ny
  • Managed/Processed incoming calls
  • Acted as communications liaison for customers/staff
Education
High School Diploma: Regents 2015 Life Sciences Secondary School/Independence High School Ny, Ny
  • Softball team leader
Associate of Applied Science: Accounting 2018 Borough of Manhattan Community College Ny, Ny
  • Received a $4000 Scholarship towards college expenses from Tito Puente Jr. High School
This resume is created in 7 minutes.
Summary
Bilingual, detail oriented, quality focused professional, successful track record handling complicated assignments, highly experienced in reconciling insurance and patient payments and resolving account disputes, proficient in a variety of practice management software application, dedicated to maintaining strict patient confidentially seeking a position in billing, administrative, social work that will benefit from my experience and contribute to my professional growth.
Skills
  • ICD-9 and 10, CPT 4, Hcpcs billing Strategic planner, patient- centered care
  • Medicaid/ Medicare and commercial Women's issues, Violence prevention.
  • insurance billing Various practice management software
  • Excellent Interpersonal and phone skills. efficient medical documentation auditing
  • Online claim submission, Follow up and for code appropriateness and guideline.
  • correct rejected claim. Records organization management
  • patient/ Customer relations, Maintains insurance and patient aging.
  • strict confidentiality. Problem solving, Research and analysis.
  • Knowledge of HMOs and managed care Administrative software MS word, power
  • plans point, Epic, Imagine, Capi, E-Clinical works
  • HIPAA Compliance healthcare billing
  • proficiency
Experience
07/2016 to Current
MBX, LLC － Columbus, OH
  • Research and analyze patients accounts, Correct the rejected accounts and follow up with insurance companies on unpaid charges.
  • Handle incoming patients call on regular basis.
  • Prepare invoices and summery spreadsheets, review and process refunds, transfers, void and adjustments to patient accounts.
  • Reconcile and enter complex receipts/adjustments into accounting system including collections and write offs.
  • Verify patient insurance eligibility and respond to inquiries regarding patient accounts, Contact patients and insurance companies regarding past due accounts including tracking co-pays and deductibles.
  • Review computer generated insurance claim forms for accuracy generate claim for information received after the date of service.
  • Respond to inappropriate payment/ denial by working EOBs process and insurance correspondence.
06/2007 to 02/2016
Patient Finance service specialist The Ohio State Wexner Medical center － Columbus, OH
  • Billed claim online and hard copy using Capi and Epic software, claim follow up, corrected when rejected, followed up with posting dept.
  • to post the payment.
  • Experienced biller for family medicines, Medicaid, Medicare and major commercial insurances.
  • Coded provided service using ICD-9 and 10, CPT -4, HCPC billing Set up new patient's accounts, Maintained the accuracy of Insurance claims, verified correct ICD-9 and 10 codes with medical records dept.
  • Monthly processing of patient statement, Answer and resolve patient billing inquiry, followed up on aging accounts, Re- submit insurance claims if necessary, appealed on denied claims, Knowledgeable in timely filing and appeal process.
  • Improved revenue for most recent provided over 32% with same patient load.
  • Insured office practice is following HIPPA regulations.
07/2005 to 06/2007
Billing specialist NCO Financial Company － Columbus, OH
  • Engaged in timely Medicaid and Commercial insurance billing with absolute accuracy.
  • Implemented follow up system expediting recovery of 30 days outstanding payment from non responsive insurance carriers.
  • Responsible to post payment to meet month end deadline and responsible for Bonus Checks to the office staff.
  • Managed clerical and administrative staff, organized and coordinated office meetings.
03/2004 to 04/2005
Financial Counselor/ Patient account analyst Mount Carmel Hospitals － Columbus, OH
  • Billed Medicare Claims and Follow up.
  • Maintained log of special Bills, prepaid vouchers, Customer queries and compliance.
04/1995 to 07/1999
Public relations officer Edelman Advertising Agency － New Delhi, India
  • Planned publicity strategies and Campaigns Organizing promotional events such as press conferences, open days, exhibitions, tours and visits.
  • Providing clients with information about new promotional opportunities and current PR campaign progress.
  • Liaising with clients, managerial and journalistic staff about budget, timescales and objectives.
  • Commissioning or undertaking relevant market research.
  • Designing writing and/ Or producing presentations, press releases, articles, leaflets, "in-house" journals, reports, publicity brochures, information for web sites and promotional videos.
Education and Training
Bachelor of Law Benares Hindu University － Varanasi, UP, India
Bachelor of Arts Benares Hindu University － Varanasi, UP, India
Skills
accounting system, Administrative, auditing, billing, brochures, budget, clerical, Interpersonal, conferences, CPT 4, CPT, clients, Customer relations, Designing, documentation, exhibitions, filing, forms, ICD-9 and 10, Insurance, Prepare invoices, journalistic, managerial, market research, meetings, office, MS word, works, Organizing, presentations, press, press releases, PR, Problem solving, producing, progress, publicity, Research, spreadsheets, Strategic, phone skills, web sites, articles
This resume is created in 7 minutes.
Professional Summary
Effective Team player, result oriented, highly motivated, ready to accept daunting challenges, leadership abilities, customer service/ sales/ marketing expertise, diligent and committed to tasks and takes ownership.
Skills
Certifications
Chartered Manager (C.Mgr.,) Designation from Canadian Institute of Management
Work History
Cluster Head, Retail Operations, 01/2017 to 09/2017
Access Bank Ghana Plc - Kumasi – Kumasi, Ashanti
  • Develop and implement the branch coordination framework for monitoring and managing the operations of all branches in the cluster.
  • Develop and provide career development for direct reports.
  • Oversee efficient maintenance and administration of branches.
  • Allocation of resources in the branches when the need arises to maximize revenues, sales and customer experience.
  • Accomplishments: Branches revenues/ Profits increased by 110% No incident of fraud reported across branches, Low attrition rate across branches within my jurisdiction.
  • Staff took ownership of their branches due to consistent grooming and training.
09/2014 to 12/2016
Deputy Cluster Head, Access Bank Ghana Plc - Kumasi
  • Develop and implement the branch coordination framework for monitoring and managing the operations of all branches in the cluster.
  • Develop and provide career development for direct reports.
  • Oversee efficient maintenance and administration of branches.
  • Allocation of resources in the branches when the need arises to maximize revenues, sales and customer experience.
  • Accomplishments: Branches revenues/ Profits increased by 110% No incident of fraud reported across branches, Low attrition rate across branches within my jurisdiction.
  • Staff took ownership of their branches due to consistent grooming and training.
  • Branch Services Head/ Retail Operations Head Access Bank Ghana Plc - Kumasi - 2012-04 - 2016-12 Ensures services meet Bank's standard A+, Maximizing branch revenues, sales and customer experience.
  • Minimizing operating losses, Providing personnel management, coaching and mentoring.
  • Prioritizing, managing and communicating promotional campaigns and product initiatives.
  • Manages Branch cash budget to ensure profitability.
  • Branch security management, Monitor internal controls to ensure adherence and effectiveness.
  • Achieving service and marketing targets Accomplishments: Increased in branch profits, Staff empowerment, No case of fraud, A+ audit rating/ Excellent service quality rating.
Funds Transfer/ Cash Officer, 01/2009 to 04/2012
Intercontinental Bank Ghana Limited
  • Branch vault management, Treasury operations, Daily account proofs and reconciliations, Teller supervision, Cash/deposit management, ATM custodian, Authorization of transactions, Staff training and grooming.
  • Security risk management, Achieving service and sale targets.
Relationship Officer, 05/2008 to 01/2009
Intercontinental Bank Ghana Limited - Kumasi
  • Account prospecting, Account opening, Manage existing loan portfolios, Review documents independently and link entire customer accounts to suitable relationship, conduct evaluation of clients accounts Assist Head-Cash Management Unit.
04/2008 to 05/2008
Intercontinental Bank Ghana Limited - Accra
  • Supervision of bullion van officers in routine cash pick ups from customers, Serve as a liaison officer for the Bank and Central Bank, Strategize cash management procedures to satisfy both internal and external customers.
  • Assist in specie movement to and from Central Bank.
Customer Service Representative/ Sales Executive, 05/2006 to 04/2008
Scancom Ghana Limited/ MTN Ghana
  • Customer advisory services, Handling customer complaints with regards to products and services, pursuing customer retentions procedures, observing customer needs and recommending products and services tailored to suit these needs.
  • Achieve sales and services targets, undertaking in-branch marketing, education, special campaigns and promotions.
District Operations Manager, 07/2005 to 05/2006
Armajaro Ghana Limited - Kumasi
  • Administration Head of the district, Disbursing of funds to purchasing clerks, Organizing educative programmes for farming communities, Staff training, grooming and mentoring.
  • Prepare weekly reports to Head office.
Public Relations Officer, 01/2002 to 10/2004
Masfala Travel Agency
  • Clearing of views with respect to the company's operations, Organise special events such as open days, exhibitions etc, Plan, develop and manage brand identity, compilation of reports and corporate communications Service Personnel Value Added Tax Service of Ghana - Kumasi - 2003-11 - 2004-07 Registration of Business under VAT jurisdiction, Conducting timely compliance visit, Enforcement & Debt Collection.
Education
Executive MBA: Stratetic & Project Management, 2013-02
Paris Graduate School of Management - Paris -
Graduate Diploma: Management Studies, 2006-03
Institute of Commercial Management - Bournemouth, Dorset
Advanced Diploma:
Associate of Science: Business Studies, 2005
Institute of Commercial Management - Bournemouth, Dorset
Bachelor of Science: Agriculture, 2003
University of Cape Coast - Cape Coast - Cape Coast

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