Hospitality Professional – 9 Years Experience Experienced hospitality professional with nine years of well-rounded experience in the hotel industry, specializing in front office operations across globally recognized brands including Hyatt, Hilton, Marriott, and Choice Hotels. Known for delivering exceptional guest service, operational efficiency, and upholding brand standards in both luxury and full-service environments. Trained in Forbes service standards and knowledgeable in Medallion service protocols, ensuring top-tier guest interactions and a luxury-level hospitality experience. Technically proficient in leading hotel systems such as LiteSpeed, Opera, Opera Cloud, ONQ, PEP, Colleague Advantage, Choice Advantage, Hotsos, M3, ADP, and Kronos. Adept at coordinating with cross-functional teams, mentoring staff, and optimizing front office operations to enhance guest satisfaction and business performance

Next Available Date for Assignment

Open availability

Skills

Skills: • Exceptional Customer Service • Strong Communication (Verbal & Written) • Team Leadership & Staff Development • Multitasking in High-Pressure Environments • Problem Solving & Conflict Resolution • Attention to Detail • Time Management & Organization • Technology & Systems Proficiency • Guest Recovery & Retention • Decision-Making & Initiative • Adaptability & Flexibility • Professionalism & Confidentiality • Sales & Upselling Techniques • Training in Forbes and Medallion Standards • Knowledge of Safety & Emergency Procedures

Areas of Expertise

Front Office Operations • Guest Experience & Satisfaction • Luxury Service Standards (Forbes & Medallion Trained) • Property Management Systems (Opera, Opera Cloud, ONQ, Choice Advantage, Colleague Advantage) • Point of Sale Systems (Litespeed, PEP) • Staff Training & Supervision • Hotel Brand Standards (Hyatt, Hilton, Marriott, Choice) • Conflict Resolution & Problem Solving • Reservation & Revenue Management Support • System Integration & Troubleshooting (Hotsos, M3, ADP, Kronos) • Check-in​/​Check-out Procedures • Cross-Departmental Coordination • Daily Reporting & Night Audit Support • Upselling & Guest Loyalty Programs

Accomplishments

Key Accomplishments: • Successfully led front office operations across Hyatt, Hilton, Marriott, and Choice Hotels, consistently exceeding guest satisfaction targets and brand standards. • Recognized for achieving top guest service scores in multiple properties through the implementation of Forbes and Medallion-level service training. • Played a key role in the transition and implementation of Opera Cloud, training front office teams and ensuring seamless adaptation with minimal disruption. • Assisted in maintaining audit compliance and reporting accuracy using systems like M3, ADP, and Kronos, improving payroll and scheduling efficiency. • Drove a 15–20% increase in upsell revenue through proactive guest engagement and team training in upselling techniques. • Resolved high-level guest concerns and service recovery cases, contributing to increased loyalty program enrollments and positive online reviews. • Successfully trained and mentored new front desk agents, improving onboarding time and team performance. • Supported leadership teams in multi-property environments, balancing responsibilities across brands and platforms including ONQ, Choice Advantage, Colleague Advantage, and Hotsos.

Brand Experience

Brand Experience: • Hyatt Hotels & Resorts – Trained in luxury guest service delivery and front office operations, upholding Hyatt’s brand standards in high-volume environments. • Hilton Hotels & Resorts – Proficient in Hilton’s ONQ system and Medallion service standards, with experience in both full-service and select-service properties. • Marriott International – Experienced in delivering exceptional service aligned with Marriott’s brand promise, including Forbes service standards. • Choice Hotels – Skilled in front desk and operational procedures using Choice Advantage; supported efficient guest check-in, reservations, and loyalty programs.

Software Experience

Software Experience: Extensive hands-on experience with a wide range of hospitality systems and software used in front office operations, property management, and back-of-house functions, including: • Property Management Systems: Opera, Opera Cloud, ONQ, Choice Advantage, Colleague Advantage • Point of Sale Systems: Litespeed, PEP • Guest & Maintenance Systems: Hotsos • Financial & Accounting Software: M3 • Workforce Management & Payroll: ADP, Kronos • Service Standards Platforms: Medallion • Training: Forbes Service Standards

Employment History

The Bellevue Hotel by Hyatt – Philadelphia, PA Director of Front Office • Led front office operations in a luxury, historic property under Hyatt’s Unbound Collection. • Oversaw guest services, front desk, and concierge teams while maintaining Forbes-level service delivery. • Implemented brand standards, improved team performance, and drove guest satisfaction scores. • Collaborated with other departments to streamline operations and enhance the overall guest experience. Le Méridien by Marriott – Philadelphia, PA Front Office Supervisor • Supervised daily front desk operations, supporting staff in delivering seamless check-in​/​out processes. • Trained new hires and ensured adherence to Marriott service standards and procedures. • Assisted in managing room inventory, resolving guest concerns, and optimizing front office workflows. • Utilized Opera and M3 to manage reservations, billing, and reporting functions. The Logan Hotel – Philadelphia, PA (Curio Collection by Hilton) Assistant Front Office Manager • Supported the Front Office Manager in overseeing daily operations of the front desk team. • Delivered personalized guest experiences in alignment with Hilton’s luxury and Medallion service standards. • Handled escalated guest issues, managed scheduling and payroll via Kronos and ADP, and trained staff on ONQ system operations. • Ensured smooth collaboration between front office and other departments. Task Force Experience • Provided short-term leadership and operational support to hotel properties during openings, transitions, and staffing shortages. • Adapted quickly to various brand systems including Opera, ONQ, Choice Advantage, and Colleague Advantage. • Trained front office teams, stabilized operations, and maintained brand consistency across multiple properties.

Education

Cheyney university- Business Administration

Training & Certificates

• Forbes Travel Guide Service Training • Hilton Medallion Service Training • Brand-Specific Training: • Hyatt Leadership or Front Office Operations Training • Marriott Standards of Excellence (SOE) • Hilton Brand & ONQ System Training • Property Management System Training: • Opera ​/​ Opera Cloud Certification • ONQ System Proficiency • Choice Advantage & Colleague Advantage Training • Guest Service Recovery Training • Health & Safety ​/​ OSHA Compliance Training (brand-mandated) • Sexual Harassment Prevention & Workplace Conduct Training

Service Area

Service Area: • Front Office Management & Operations • Luxury Guest Services & VIP Experience • Team Leadership & Staff Development • Service Recovery & Problem Resolution • Brand Standards Execution (Hyatt, Hilton, Marriott, Choice) • Forbes & Medallion Service Delivery • Guest Loyalty & Engagement Programs • Hotel Task Force & Transitional Support • Multi-System Operations & Property Integration • Pre-Arrival, Arrival & Departure Experience Management

Closest Airport - (Enter 3 Letter Airport Code)

Atl