Ashley Hagins
Summary
Accomplished Front Office Manager with extensive experience at Four Seasons Hotels & Resorts, excelling in guest experience management and revenue generation. Proven track record in implementing upselling strategies and enhancing customer relationships. Adept at leading teams with effective communication and attention to detail, consistently achieving operational excellence and driving guest satisfaction.
Overview
10
10
years of professional experience
Work History
Front Office Manager
Four Seasons Hotels & Resorts.
Serengeti, Tanzania
08.2024 - Current
- Managed daily front office operations and ensured smooth guest interactions.
- Handled guest inquiries and resolved issues promptly to enhance satisfaction.
- Implemented front office procedures and improved workflow efficiency consistently.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
Front Desk Manager
Four Seasons Resort Seychelles
01.2023 - Current
- Ensuring exceptional service for guests for all Front Office related tasks.
- Managing the Front Desk, Guest Services and Bell teams.
- Ensure compliance of all front office tasks to protect the company from any risk.
- Manage billing, Upselling program, FIT and groups and billing.
- Manage the Rooms refurbishment project in coordination with Housekeeping, Engineering and Revenue.
Front Office & Guest Experience Manager
Steenberg Hotel & Spa
Cape Town
12.2021 - 03.2023
- Responsible for all areas of Front Office and Guest Relations with reporting of reception, bell and guest experience team.
- Ensure upselling and revenue generation.
Guest Experience Manager & Acting Front Office Manager
One&Only Cape Town
Cape Town
12.2017 - 10.2021
- Creating exceptional guest experiences by managing pre-arrival, in-house and post departure of all VIP guests.
- Ensure relationships are built with guests and that preferences are extracted and secured for future visits.
- Manage the VIP services team and drive LQA achievement across rooms division.
Guest Relations Team Leader
One&Only Cape Town
Cape Town
11.2015 - 03.2017
- Support Guest Relations Officers and provide overall supervision of the team.
- Conduct training, workflows and optimize delivery of the team.
- Assist Front Office management with day-to-day operations as well as key administrative tasks.
- Manage upselling program (TSA).
Education
National Diploma - Tourism Management
Cape Peninsula University of Technology
Cape Town, South Africa01.2019
Amadeus Certificate -
Cape Peninsula University of Technology
Cape Town, South Africa01.2014
Skills
- Front Office management
- Upselling strategies
- Revenue generation
- Billing management
- Customer relationship management
- Effective communication
- Attention to detail
- Training and development
- Senior leadership support
- Guest Experience management
- Ultra-luxury hotels
Locations
Experience in city, boutique and remote island destinations
Leadership Experience
- Led a variety of teams including Managers
- Managed multi-national teams
- Managed mixtures of local and expatriate teams
References
References available upon request.
Timeline
Front Office Manager
Four Seasons Hotels & Resorts.
08.2024 - Current
Front Desk Manager
Four Seasons Resort Seychelles
01.2023 - Current
Front Office & Guest Experience Manager
Steenberg Hotel & Spa
12.2021 - 03.2023
Guest Experience Manager & Acting Front Office Manager
One&Only Cape Town
12.2017 - 10.2021
Guest Relations Team Leader
One&Only Cape Town
11.2015 - 03.2017
National Diploma - Tourism Management
Cape Peninsula University of Technology
Amadeus Certificate -
Cape Peninsula University of Technology
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