Rosella Nichols
Denver
Summary
Dynamic Front Office Manager with a proven track record at a Michelin-key awarded property. Excelling in guest services and team leadership. Great in conflict resolution and training programs, enhancing service quality, and employee performance. Recognized for effectively managing operations and fostering a collaborative environment, ensuring exceptional guest experiences.
Overview
6
6
years of professional experience
Work History
Front Office Manager
The Armstrong Hotel
Fort Collins
2023.10 - Current
- 2024 & 2025 Michelin key awarded property - #1 TripAdvisor property
- Supervised front office staff providing training and support to enhance service quality.
- Coordinated guest services addressing inquiries and resolving complaints effectively.
- Developed training programs to improve employee skills and service standards.
- Conducted interviews and assessed candidate qualifications.
- Managed staff scheduling, budgeting, and ordering supplies.
- Responded to Armstrong reviews on Google, TripAdvisor, and other platforms.
Front Desk Agent
The Armstrong Hotel
Fort Collins
2021.08 - 2023.10
- Handled payment processing and provided receipts with proper billing.
- Welcomed guests and facilitated efficient check-ins.
- Posted charges, updated accounts, and issued bills.
- Answered calls and coordinated service requests.
- Completed end-of-day reporting and register balancing.
Front Desk Agent
Hotel Crosby
Stillwater
2019.10 - 2021.01
- Processed payments and provided accurate receipts.
- Welcomed guests and conducted check-ins.
- Posted charges, updated accounts, and issued bills to departing guests.
Education
High School Diploma -
Stillwater Area High School
Stillwater, MN05.2020
Skills
- Customer service and support
- Excel and Word proficiency
- Guest services and amenities
- Safety and security protocols
- Hospitality management
- Transportation coordination
- Team collaboration
- File organization
- Document processing
- Conflict resolution
- Issue documentation
- Payment management
- Bookkeeping practices
- Performance management
- Team leadership
- Marketing strategies
- Problem-solving techniques
- Office administration
- oral and written communication
References
- Troy Erikson, General Manager, The Armstrong Hotel, (719)-439-1015, Troy@thearmstronghotel.com
- Kelly Stine, Sales and Marketing Manager, The Armstrong Hotel, (626)-824-6384, Kelly@thearmstronghotel.com
- Niki Dithert, Sales and Marketing Manager, Hotel Crosby, (651)-808-4803, Niki@hotelcrosby.com
Timeline
Front Office Manager
The Armstrong Hotel
2023.10 - Current
Front Desk Agent
The Armstrong Hotel
2021.08 - 2023.10
Front Desk Agent
Hotel Crosby
2019.10 - 2021.01
High School Diploma -
Stillwater Area High School