Open to opportunities

Bloncia Baker

@blonciabaker

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Experienced Front Office Manager with a focus on customer service.

United States

Message

What I'm looking for

I seek a role that values teamwork and offers growth opportunities in hospitality management.

With over 20 years of experience in the hospitality industry, I have developed a strong foundation in front office management and customer service. My journey has taken me through various roles, including Assistant General Manager and Front Office Manager at renowned hotel chains such as IHG, Marriott, and Hilton. I pride myself on my ability to foster relationships with guests and staff alike, ensuring a welcoming and efficient environment.

Throughout my career, I have successfully opened four hotels and implemented strategic improvements that have significantly enhanced operational efficiency. My expertise in budgeting, revenue generation, and team training has consistently led to improved SALT scores and guest satisfaction. I am passionate about creating a positive atmosphere for both guests and employees, and I am motivated to drive productivity through effective leadership and communication.

Experience

Work history, roles, and key accomplishments

Task Force Assistant General Manager

Hospitality Staffing

Nov 2022 - Present (2 years 9 months)

Interacted with customers to build connections and nurture relationships. Trained new employees on proper protocols and customer service standards. Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Customer Service Relationship Management Budget Management

Front Office Manager

Sonesta Hotel

Nov 2021 - Present (3 years 9 months)

Established control systems for controllable costs and labor to effectively meet budget guidelines. Collaborated with managers, supervisors, and hourly associates to develop and carry out ideas and procedures to continuously improve department performance around SALT scores.

Budget Management Cost Control Communication Skills

Front Office Manager

Sheraton Galleria

May 2020 - Present (5 years 3 months)

Responsible for hiring, training, and development of all associates working for the front desk. Counseled supervisors and hourly associates on work-related concerns and issues to ensure satisfaction and productivity.

Hiring Training Employee Development Staff Supervision Productivity Improvement

Overnight Manager

Hotel Indigo

Dec 2014 - Present (10 years 8 months)

Supervised the operations of the front desk to ensure optimal level of service and hospitality is provided to the guests. Resolved customer issues and complaints in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Staff Training

Incoming Auditor

Dallas Joule Luxury Collection Hotel

Sep 2011 - Present (13 years 11 months)

Assisted with the supervision and coordination of the accounting operations in the hotel. Compiled, reviewed, reconciled, prepared, and analyzed entries to facilitate the bookkeeping function.

Accounting Operations Bookkeeping Financial Reporting Data Analysis

Front Desk Manager

Belmont Hotel

Oct 2005 - Present (19 years 10 months)

Managed guest service operations such as guest registration, bell service, telephone service, night audit, and guest reservations to ensure guest satisfaction and hotel profitability. Scheduled staff according to labor standards and forecast occupancy; assigned daily work tasks.

Scheduling Inventory Management Hotel Operations

Education

Degrees, certifications, and relevant coursework

Richland College

Associate of Arts, Bookkeeping

Studied bookkeeping principles and practices at Richland College. Gained foundational knowledge in financial record-keeping and accounting procedures.