Are you looking for a hospitality professional who can transform your front office operations and deliver exceptional guest experiences? I'm Nicole Tanner, and with a wealth of experience across luxury hotels and renowned brands, I'm ready to bring my expertise to your team. Why Work With Me? With a proven history of success and a passion for hospitality, I bring a unique blend of skills and accomplishments to every project. Here’s how I can make a difference: Elevating Guest Experiences: My commitment to delivering top-notch service ensures that every guest leaves satisfied. I specialize in turning feedback into actionable improvements, creating loyal advocates out of first-time visitors. Streamlining Operations: I excel in optimizing front office operations using advanced systems like Opera, Salesforce, and Kipsu. My strategic approach to managing daily operations leads to increased efficiency and better overall performance. Leading and Developing Teams: Having managed teams of up to 40 people, I am skilled at fostering a collaborative and high-performing work environment. My focus on training and development ensures that staff are always equipped to provide the best service possible. Let’s connect to discuss how my skills and experience can benefit your organization. Together, we can create outstanding guest experiences and achieve operational excellence.

Skills

Results-driven hospitality professional Expert in optimizing front-office operations Diverse experience in luxury hotels and renowned brands Interim leadership specialist during executive turnover Skilled in guest feedback analysis and rapid improvement

Areas of Expertise

Proven track record of elevating guest experiences and driving operational excellence within luxury and select service brands. Skilled in leading teams, implementing innovative strategies, and optimizing hotel systems to deliver exceptional service and achieve business objectives.

Brand Experience

Marriott, IHG Hotels & Resorts

Software Experience

Opera, Opera Cloud, Lightspeed, FOSSE, FSPMS, Infor HSM, Colleague Advantage, Salesforce, Kipsu and Alice

Employment History

FRONT OFFICE TASK FORCE MANAGER | 09​/​2021 to Current WF Hospitality Group • Provide interim leadership for front office optimization across diverse properties. • Conduct training for employees, imparting expertise in hotel systems, such as Opera, Opera Cloud, Lightspeed, FOSSE, FSPMS, Infor HSM and Colleague Advantage • Conduct training for employees in Salesforce, Kipsu and Alice • Led front office operations across diverse properties, ensuring optimal performance • Implemented a guest feedback tracking system to drive rapid service improvements • Managed teams of up to 40, fostering a collaborative and efficient work environment • Elevated service standards across multiple hotels • Streamlined operations by integrating advanced CRM and management systems, enhancing team productivity. • Monitored customer service trends and provided insights to management team for further improvement. ASSISTANT FRONT OFFICE MANAGER | 03​/​2022 to 09​/​2022 Hotel Crescent Court • Managed front desk operations at a high-end 266-room hotel, ensuring top-notch service • Enhanced service ratings by a significant 15% • Mastered Forbes Travel Guide and Service Training for luxury hospitality • Leveraged Google Sheets, Excel, and Medallia for precise KPI tracking • Monitored daily room status reports to optimize guest satisfaction. • Trained new-hires on front office procedures to better service customers. FRONT OFFICE SUPERVISOR | 06​/​2020 to 01​/​2021 Cambria Dallas Downtown • Spearheaded front office operations, maintaining a keen focus on policy compliance • Applied analytical skills to introduce sentiment analysis for measuring guest satisfaction • Addressed and resolved guest grievances, ensuring a high level of customer satisfaction • Significantly improved front office efficiency, boosting the hotel's image • Enhanced front desk efficiency, ensuring compliance with all operational standards.   FRONT OFFICE MANAGER | 10​/​2018 to 03​/​2020 Courtyard Dallas Downtown • Spearheaded the creation of front office SOPs during hotel's inauguration • Boosted operational efficiency through staff selection and training initiatives • Implemented staff selection and training initiatives, leveraging comprehensive onboarding programs and performance management systems • Demonstrated exceptional communication skills by effectively interacting with guests in person, through email, and via chat, ensuring a positive and personalized experience throughout their stay. • Conducted regular office meetings and one-on-one sessions for Front Desk personnel • Established team priorities, maintained schedules and monitored performance. FRONT OFFICE SUPERVISOR | 11​/​2017 to 11​/​2018 Aimbridge Hospitality • Maintained high-quality front desk and guest services operations • Devised a comprehensive staff training program, elevating customer service • Successfully handled 200+ daily guest arrivals, departures, and reservations • Addressed guest complaints and support requests effectively, improving customer satisfaction • Instituted key metrics for tracking staff performance and guest satisfaction • Fostered a team-oriented environment, boosting staff morale and retention. FRONT DESK SUPERVISOR | 11​/​2016 to 09​/​2017 Homewood Suites Orlando Theme Parks • Played a key role in onboarding and training 30 new front desk personnel • Enhanced operational efficiency through innovative staff training methods • Collaborated effectively with team members to meet guest needs • Exhibited strong problem-solving skills in handling guest issues • Enhanced operational efficiency through meticulous staff scheduling. FRONT OFFICE SUPERVISOR | 02​/​2014 to 08​/​2016 Aloft Dallas Downtown • Contributed to increased customer satisfaction through prompt issue resolution • Boosted team performance through effective supervision and leadership • Enhanced service delivery through insightful analysis of request rates • Maintained high security standards, ensuring guest safety • Increased guest retention by enhancing service protocols and team coordination • Mentored front desk staff, elevating team skills and improving guest interactions • Analyzed guest feedback to develop strategies that improved service quality • Provided continuous support to staff, fostering a collaborative work environment.