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Skylar Knowlton

Front Office Manager at Four Points by Sheraton LA Westside

Summary

For more than 15 years, I have been a working in the hospitality industry, best known for improving overall internal and external guest satisfaction. As a leader in the companies that I have dealt with, I have been able to improve Quality Audit scores, Audit by Audit.  Now, more than ever, quality assurance is important in this industry. As an assistant rooms manager, I have helped manage five departments to improve morale and productivity. I am a firm believer in associate feedback and innovation in each department. I look forward to improving the industry with innovative processes and new ways to connect with guests.

Work History

2015-03Current

Front Office Manager

Four Points by Sheraton LA Westside (Interstate Hotels & Resorts)

Front Office Manager

Worked on budgeting for 2016 with overall REVpar growth of +10%. Helped drive capture rate in-house/meeting guest to F&B Outlets. Moved GEI (guest satifaction) from 7.52 to YTD 8.11.  Trained and Develop New F&B Manager. Oversaw training in rooms department and help other departments with Starwood systems. Assited with executive summary and action plans for overall Hotel. Walk- through with owner/corporate office on quarterly bases. Control food & liquor costs, oversee menu standards, and manage the overallinventory(as interim F&B) Assisted in the creation of financial reports for management that clearly explain operational effectiveness, trends and variance

2014-112015-04

Assistant Front Office Manager

Westin Bonaventure (Interstate Hotels & Resorts) 

Assistant Front Office Manager 

Trained, cross-trained, and retrained all front office personnel. Evaluated the job performance of each front office employee. Updated group information. Maintained, monitored, and prepared groups. Relaid information to appropriate personnel. Enforces all cash-handling, check-cashing, and credit policies. Operated all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes

2013-092014-10

Front Office Manager (Interstate Hotels & Resorts)

Sheraton Arlington Hotel

Front Office Manager 

Trained, cross-trained, and retrained all front office personnel. Evaluated the job performance of each front office employee. Updated group information. Maintained, monitored, and prepared groups. Relaid information to appropriate personnel. Enforces all cash-handling, check-cashing, and credit policies. Operated all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. Ensured that employees were, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees

2012-112013-09

Assistant Rooms Manager

Sheraton Arlington Hotel (Interstate Hotels & Resorts)

Assistant Rooms Manager 

Directed and controlled the activities of the Housekeeping, Laundry, Valet, PBX and Guest Services to ensure adherence to Sheraton standards policies and procedures. Supervised the activities of the associates of the above mentioned departments on an on-going basis. Prepare and conduct performance evaluations in accordance with hotel policy. Ensured that qualified personnel were selected, hired and trained in all areas of responsibility. Ensured personnel were, well informed of all departmental objectives, policies and Starwood standards. Reviewed activities and conducted inspection tours in areas of responsibility to ensure desired standards of quality, cleanliness, service and controls were maintained. Ensured proper image was being maintained by all rooms division employees with respect to grooming and uniform standards. Supported and participated in all hotel programs, policies and procedures with special emphasis on the orientation of new employees. Displayed fair treatment with respect to disciplinary action and provided supportive documentation. Developed relationships with clients, return guests, group contacts etc. to provide maximum guest personalized experience (GPS). Attended to guests verbally and written comments that ensured proper attention to follow-up of all inquiries. Made suggestions for improvements in overall operations with an emphasis on increasing guest experience index (GEI).

2011-122012-10

Housekeeping Manager

Sheraton Arlington Hotel (Interstate Hotels & Resorts)

Housekeeping Manager 

Planned, organized and directed team members to ensure the highest degree of guest satisfaction. Purchased, re-ordered and maintained housekeeping supplies and inventories while cutting overall cost. Maintained the housekeeping budget, providing billing summaries and expenses for the overall department.  Maintained high overall employee satisfaction while Increasing overall productivity. Knowledge of OSHA and safety standards within Housekeeping department. Ensured the proper maintenance of all equipment; makes arrangements for repair and/or replacement of used and damaged equipment. Managed a team of housekeeping employees through motivation, coaching and development. Job reliability, diligence, dedication and attention to detail.

2011-082011-12

Assistant Rooms Operations Manager

Sheraton Arlington Hotel (Interstate Hotels & Resorts)

Assistant Rooms Operations Manager at Sheraton Arlington Hotel 

Directed and controlled the activities of the Housekeeping, Laundry, Valet, PBX and Guest Services to ensure adherence to Sheraton standards policies and procedures. Supervised the activities of the associates of the above mentioned departments on an on-going basis. Prepared and conducted performance evaluations in accordance with hotel policy. Ensured that qualified personnel are selected, hired and trained in all areas of responsibility. Ensured personnel were well informed of all departmental objectives, policies and Starwood standards. Reviewed activities and conduct inspection tours in areas of responsibility to ensure desired standards of quality, cleanliness, service and controls were maintained. Ensured proper image were being maintained by all rooms division employees with respect to grooming and uniform standards. Supported and participated in all hotel programs, policies and procedures with special emphasis on the orientation of new employees. Displayed fair treatment with respect to disciplinary action and provide supportive documentation. Developed relationships with clients, return guests, group contacts etc. to provide maximum guest personalized experience(GPS) Attended to guest comments verbally and written in order to ensure proper attention to follow up of all inquiries. Made suggestions for improvements in overall operations with an emphasis on increasing guest experience index(GEI).

2007-062011-08

Night Audit Supervisor

Sheraton Arlington Hotel
Night Audit Supervisor at (4 years 3 months)