Antoinette Love
Homewood Suites Hilton
Avondale
1
Certification
41
years of professional experience
Accomplished Front Office Manager with a strong focus on enhancing guest experiences and optimizing operations. Proven ability to implement workflow improvements and lead high-performing teams.
Work History
Front Office Manager
25 Years 4 Months- Oversaw front office operations, ensuring exceptional guest experiences and high satisfaction levels.
- Managed team schedules, optimizing staffing to meet fluctuating guest demands efficiently.
- Developed training programs for front desk staff, enhancing service delivery and operational consistency.
- Implemented new reservation management software, streamlining check-in processes and reducing wait times.
Night Shift Supervisor
18 Years 9 Months- Implemented process improvements to enhance guest satisfaction during overnight shifts.
- Supervised night operations, ensuring seamless front desk and housekeeping functions.
- Trained and mentored staff on hotel policies and customer service excellence.
- Monitored inventory levels, coordinating with departments to optimize supply management.
- Resolved guest complaints promptly, maintaining high standards of service quality.
- Collaborated with security to uphold safety protocols throughout the hotel premises.
- Assisted in training new employees on policies, procedures, and best practices for their respective roles within the organization.
- Developed strong communication channels between day and night shifts, facilitating seamless handovers at the beginning and end of each shift.
- Managed communication between associates and management, addressing key issues and needs.
- Assisted customers with complaints, questions, and concerns.
- Improved customer satisfaction by addressing concerns promptly and ensuring high-quality service from the night shift team.
Front Office Supervisor
17 Years 10 Months- Supervised front office operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored staff on customer service excellence and operational procedures.
- Implemented strategies to enhance guest satisfaction and address feedback effectively.
- Coordinated with housekeeping and maintenance to ensure timely room availability for guests.
- Managed scheduling, optimizing team workflow during peak service hours.
- Developed training materials to improve staff efficiency and knowledge retention.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Coached employees through day-to-day work and complex problems.
- Trained team members on new hotel services and products to support promotional efforts.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Assistant Front Office Manager
8 Years 2 Months- Supervised front office operations, ensuring seamless guest check-in and check-out experiences.
- Implemented standard operating procedures to improve customer satisfaction and streamline daily operations.
- Developed training programs for new front office staff, enhancing team efficiency and service quality.
- Coordinated with housekeeping and maintenance teams to address guest requests promptly and effectively.
- Managed scheduling and staffing for front desk personnel, optimizing coverage during peak hours.
- Resolved guest complaints swiftly, maintaining high levels of service excellence and loyalty.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Night Shift Supervisor
8 Years 6 Months- Led nightly briefings to align team goals and address operational challenges effectively.
- Analyzed shift reports to identify trends and recommend operational adjustments for efficiency.
- Resolved conflicts among team members in a timely manner, promoting a cohesive and efficient working environment.
- Observed each team member to carry out duties and provided constructive criticism.
- Assigned each member team member with specific daily tasks and responsibilities.
- Evaluated employee performance regularly, offering constructive feedback and identifying opportunities for growth or additional training needs.
- Trained staff members to perform inventory management, customer service and maintenance.
- Collaborated with security to uphold safety protocols throughout the hotel premises.
Front Office Manager
4 Years 5 Months- Resolved guest concerns promptly, fostering positive relationships and encouraging repeat visits.
- Coordinated with housekeeping and maintenance teams to ensure timely room availability and quality standards.
- Analyzed front office performance metrics, identifying opportunities for process improvements and cost reductions.
- Led regular team meetings to communicate updates, share best practices, and promote a collaborative work environment.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
Hotel Front Desk Supervisor
2 Years 8 Months- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new staff on customer service protocols and hotel systems.
- Resolved guest inquiries and complaints efficiently to enhance overall satisfaction.
- Implemented operational improvements to streamline front desk workflows and increase efficiency.
- Developed schedules for front desk staff, optimizing coverage during peak hours.
- Monitored inventory of supplies, ensuring adequate stock levels for daily operations.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
Housekeeping Supervisor
4 Years 2 Months- Trained and mentored housekeeping staff on procedures, safety protocols, and best practices.
- Conducted regular inspections of guest rooms and public areas to maintain quality control.
- Implemented efficient scheduling strategies to optimize workforce productivity during peak periods.
- Supervised daily cleaning operations to ensure high standards of cleanliness and guest satisfaction.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Achieved high standards of hygiene in common areas and guest rooms, following up-to-date health and safety protocols.
Education
Associate of Arts - Business Management
- Dean's List 2001
High School Diploma
- Honor Roll
Skills
Effective multitasking
Workflow optimization
Customer service
Client relations
Team management
Guest service excellence
Verbal and written communication
Document control
Reservation management
Database management
Schedule management
Reservation support
Training and coaching
Guest relations
Employee supervision
Listening skills
Strong leadership
Customer relationship management
Team leadership
Accomplishments
- Resolved product issue through consumer testing.
Certification
Wyndham employee of year for the WHOLE Corporation.
Employee of the month December 2025
Employee of the month for 2024,2022,2021,2020,2018,2016,2010
Hilton Manager of the year 2020
Manager of quarter 2020,2018,2012,2010,2007
Wyndham employee of the whole corporation
Won employee of the year for guest recognition.
Stars of the industry 2025
Won for Guest service
Employee of the year for 2024 and 2025. Stars Of The Industry
Guest service
Timeline
Night Shift Supervisor
Renaissance Glendale Hotel & Spa
09.2007 - 06.2026Read More
Front Office Manager
Homewood Suites Hilton
03.2001 - CurrentRead More
Front Office Supervisor
Wyndham Resort
07.1999 - 05.2017Read More
Assistant Front Office Manager
Hilton Hotels Corporation
02.1999 - 04.2007Read More
Hotel Front Desk Supervisor
Four Points Hotel/Lexington Hotel
05.1992 - 01.1995Read More
Front Office Manager
Sonesta Suites Gainey Ranch
05.1991 - 10.1995Read More
Night Shift Supervisor
Sheraton Cresect Hotel
09.1989 - 03.1998Read More
Housekeeping Supervisor
Wigwam Golf Resort
02.1985 - 04.1989Read More
Arizona State University
Associate of Arts from Business Management
Read More
Agua Fria
High School Diploma
Read More