Aaron Ayan
Frankfurt
Summary
Experienced and knowledgeable, Director of Front Office with over 15 years' experience in the hospitality industry. Expert in consistently delivering high guest satisfaction. Consistent and effective operations management results in proactively minimizing staff and operations issues, creating and maintaining stable team spirit for hotel staff with effective communication skills, both with employees and guests. During serving as an Director of Front Office, measurable client satisfaction, return rate, and team morale consistently increased, Time to resolution of issues that arose has significantly decreased as well. Motivating successful, professional front Desk team housekeeping team and food and beverage team to achieve outstanding customer feedback and improved company reputation. Dedicated hotel management professional with background running successful hospitality establishments. Leads by example to deliver faultless customer service across hotel departments. Demonstrates exceptional planning, organization and leadership abilities to maintain smooth-running, cost-effective hotel services. Detail Oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Recognized for performance excellence in operations and customer care. Strong ability to drive profits, control costs and achieve continuous process improvement. Successfully motivated, trained and developed team members to drive profitability in highly competitive environment
Overview
14
14
years of professional experience
Work History
Director Of Front Office
Marriott International 5* Rooms 1220
Frankfurt Germany
11.2023 - Actual
- Assisted in recruiting, hiring, orienting, evaluating, disciplining, coaching, counseling personnel.
- Evaluated existing systems and processes regularly to improve services and increase efficiency.
- Organized training sessions for new hires on hotel policies and procedures.
- Scheduled maintenance tasks for all guest rooms and public areas of the hotel.
- Supervised a team of 20+ employees including receptionists, bellhops, concierge, housekeeping staff, and valet attendants.
- Collaborated with other departments to create promotional packages for guests.
- Developed and managed Front Office policies and procedures.
- Conducted regular performance evaluations to identify areas for improvement among staff members.
- Handled confidential information responsibly according to established guidelines.
- Analyzed customer feedback to ensure quality service standards were met.
Operations And Front Office Manager
Radisson Blue Hotel Grupo 4*
Little Island, Irlanda
08.2022 - 11.2023
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Analyzed customer feedback data to identify areas of improvement.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Resolved conflicts between customers or staff members professionally.
Rooms Division Manager
Rochestown Park Hotel 4*
Douglas City, Ireland
06.2020 - 08.2022
- Coordinated with other departments such as housekeeping, front office, engineering regarding room allocations and special requests from guests.
- Implemented cost control measures throughout the Rooms Division department in order to reduce costs while maintaining quality standards.
- Planned promotional activities aimed at increasing awareness about hotel services amongst potential customers.
- Monitored daily room occupancy rate and revenue goals as well as making appropriate adjustments when needed.
- Ensured that all guest requests were handled promptly and efficiently.
- Resolved any customer complaints or issues related to the Rooms Division department in a timely manner.
- Provided leadership, direction and guidance to all personnel in the Rooms Division department.
Room Division Manager
Hotel River Lee 4*
Cork City , Ireland
12.2017 - 05.2020
- Developed and implemented systems to ensure the smooth running of the Rooms Division department.
- Reviewed and monitored staff performance to ensure high standards of service delivery.
- Organized staff training sessions for team members in order to maintain a high level of customer service.
- Implemented cost control measures throughout the Rooms Division department in order to reduce costs while maintaining quality standards.
- Scheduled staffing levels for each shift in accordance with business demands.
- Inspected guest rooms regularly to ensure they are up to standard before being occupied by guests.
- Maintained an updated database of hotel room inventory including pricing information, amenities offered.
Front Office Manager
The Blue Haven Collection Hotels 4*
Kingsley, Ireland
12.2015 - 11.2017
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Updated knowledge about current industry trends through research or attending professional development courses.
- Performed administrative duties such as filing documents, answering phones.
- Analyzed customer feedback data to identify areas of improvement.
Assistant Front Office Manager
Hotel President 4*
Figueres Girona
11.2013 - 12.2015
- Responded promptly to customer inquiries via telephone or email.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Verified accuracy of charges on guest folios at check-out time.
- Enforced safety regulations among front office staff members.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
Front Desk Manager
Rigat Park & Spa Hotel 5*
Lloret de mar
07.2011 - 11.2013
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Ensured the front desk area was clean and presentable at all times.
- Processed employee time sheets, payroll information and other administrative documents.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
Front Desk Supervisor
Celtic Ross Hotel 4*
Rosscarbery , West cork Ireland
04.2010 - 06.2011
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Monitored the front desk staff to ensure proper customer service was provided.
- Provided support to guests with check-in and check-out procedures.
- Resolved customer complaints promptly and efficiently.
Education
Some College (No Degree) - Master Degree Hotel Management
University of Cork
Cork , Ireland01-2012
Some College (No Degree) - Bachelor Degree Tourism
University of Cork
Cork , Ireland06-2008
Skills
- Staff Training and Development
- Guest Relations Management
- Payroll and budgeting
- Revenue management
- Reservation Management
- Property Management Systems
- Interdepartmental Coordination
- Upselling strategies
- Complaint Handling
- Relationship Building
- Basic accounting
Languages
Spanish
First Language
English
Proficient (C2)
C2
Italian
Upper Intermediate (B2)
B2
French
Upper Intermediate (B2)
B2
Russian
Elementary (A2)
A2
Dutch
Beginner
A1
Additional Information
- Www.linkedin.com/in/aron-a-2891411a7
- PMS Opera cloud
Timeline
Director Of Front Office
Marriott International 5* Rooms 1220
11.2023 - Actual
Operations And Front Office Manager
Radisson Blue Hotel Grupo 4*
08.2022 - 11.2023
Rooms Division Manager
Rochestown Park Hotel 4*
06.2020 - 08.2022
Room Division Manager
Hotel River Lee 4*
12.2017 - 05.2020
Front Office Manager
The Blue Haven Collection Hotels 4*
12.2015 - 11.2017
Assistant Front Office Manager
Hotel President 4*
11.2013 - 12.2015
Front Desk Manager
Rigat Park & Spa Hotel 5*
07.2011 - 11.2013
Front Desk Supervisor
Celtic Ross Hotel 4*
04.2010 - 06.2011
Some College (No Degree) - Master Degree Hotel Management
University of Cork
Some College (No Degree) - Bachelor Degree Tourism
University of Cork
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