Front Desk Operations Manager

Shevell Florent

Operations Manager

407-***-**** ************@*****.*** https://www.linkedin.com/in/shevell-florent-0b8523169/ Orlando, FL

Reliable and driven professional with 10+ years of experience in customer service, hospitality, and retail management. Steadily progressed from entry-level roles to supervisory positions, demonstrating strong leadership, adaptability, and a commitment to excellence. In the current role as Front Desk Supervisor at Avanti Palms Resort, responsibilities include managing team operations, resolving conflicts, and ensuring exceptional guest experiences. Background also includes managing retail teams and training staff, with a consistent record of reliability, professionalism, and a strong work ethic.

AREAS OF EXPERTISE

Management Hospitality Customer Education Hotel Operations Organizational Leadership Presentation Facilitation Conflict Resolution Schedule Coordination Reporting Meeting Organization Payment Portfolios Management Verbal & Written Communication Problem Solving Training Facilitation

TECHNICAL SKILLS

Maestro PMS Nuvola Opera Cloud Salesforce Microsoft Office Suites Google Suite Learning Management Systems HRIS HCM

PROFESSIONAL EXPERIENCE

Front Desk Supervisor 07/2023 - 06/2025

Wyndham I-Drive Avanti Resort & Conference Center Orlando, FL

●Supervise front desk operations to ensure efficient and courteous guest service

●Train, mentor, and support front desk staff to uphold high service standards

●Create and manage staff schedules, ensuring proper shift coverage

●Communicate with housekeeping, maintenance, and management teams as needed

●Prepare reports for management on guest feedback and front desk performance

Front Desk Agent 08/2022 - 07/2023

Wyndham I-Drive Avanti Resort & Conference Center Orlando, FL

●Greet guests warmly and provide a welcoming check-in/check-out experience

●Follow all hotel policies and procedures to ensure guest safety and satisfaction

●Communicate with housekeeping and maintenance to fulfill guest needs

●Manage reservations, cancellations, and room changes efficiently

●Maintain knowledge of hotel amenities, local attractions, and services

Assistant Store Manager 01/ 2021 - 05/2022

Citi Trends Suffolk, VA

●Support the Store/General Manager in daily operations and team supervision

●Assist with hiring, training, and onboarding new employees

●Manage inventory, place orders, and ensure merchandise is well-stocked

●Create and manage employee schedules to ensure adequate coverage

●Step in as acting manager in the absence of the Store/General Manager

Shift Manager 08/2019 - 07/2022

McDonald’s Newport News, VA

●Lead and motivate team members to maintain high performance and service standards

●Handle opening and closing duties, including cash reconciliation and reporting

●Ensure compliance with company policies, safety procedures, and quality standards

●Address and resolve customer concerns in a timely and professional manner

●Train and support team members in their roles and responsibilities

Crew Trainer 06/ 2016 - 08/2019

McDonald’s Newport News, VA

●Evaluate the effectiveness of training programs through assessments and performance tracking

●Assess training needs and customize content to meet team and organizational goals

●Conduct hands-on instruction and demonstrations in workplace procedures

●Ensure all training aligns with company standards and compliance requirements

●Monitor trainee progress and provide constructive feedback

Crew Member 05/ 2013 - 06/2016

McDonald’s Newport News, VA

●Prepare and assemble food items following company standards and safety guidelines

●Handle cash, credit, and mobile payments with accuracy and efficiency

●Follow health and safety regulations, including proper food handling procedures

●Collaborate with team members to ensure quick and friendly service

●Resolve customer concerns or complaints professionally and promptly

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