Guest Services Professional - Remote Capable

Anne D. Rhoney

Garfield, GA

478-***-**** ******.******@*****.***

GUEST RELATIONS MANAGER / MANAGER ON DUTY

Hospitality leader with 10+ years of experience in front desk operations, guest relations, and hotel leadership within branded properties. Proven Manager on Duty with strengths in service recovery, team supervision, and cross-department coordination. Recognized for maintaining brand standards, resolving complex guest issues, and leading teams during high-volume operations.

CORE SKILLS

Manager on Duty (MOD) • Guest Relations • Service Recovery • Front Desk Operations Team Leadership • Conflict Resolution • Payroll & Scheduling Support Brand Standards (SOPs) • Training & Coaching • Emergency Procedures PROFESSIONAL EXPERIENCE

Aloft Orlando Downtown – Orlando, FL

Front Desk Supervisor / Manager on Duty Oct 2022 – Aug 2025

● Served as Manager on Duty, overseeing daily hotel operations and acting as primary escalation point for guest and employee issues.

● Led front desk and guest services teams, ensuring service delivery met brand standards and guest expectations.

● Resolved guest complaints and service recovery cases professionally, protecting guest satisfaction and property reputation.

● Supervised, trained, and coached associates; provided real-time feedback and performance support.

● Partnered with Housekeeping, Engineering, and Security to ensure smooth property operations.

● Assisted with scheduling, payroll administration, and labor monitoring.

● Maintained high visibility in lobby and public areas during peak periods.

● Systems: Lightspeed, Iris, Whistle, MGS, Marriott Bonvoy, Hotel Effectiveness Comfort Suites Downtown – Orlando, FL

Front Desk Supervisor / Acting Manager on Duty Apr 2013 – Oct 2022

● Supervised front desk and guest services operations for a high-volume property.

● Served as Acting General Manager / Manager on Duty during leadership absences.

● Managed staffing, scheduling, interviews, onboarding, and employee training.

● Conducted performance reviews and supported corrective action plans.

● Collaborated with Group Sales to manage group reservations and upsell inventory.

● Systems: ChoiceAdvantage, Kipsu, Quore, Microsoft Office EDUCATION

University of Central Florida – Orlando, FL

Bachelor of Arts in Hospitality Management

Graduation: December 2025

Valencia College – Orlando, FL

Associate of Science in Hospitality Management

CERTIFICATION

Certified Hospitality Supervisor (CHS) – In Progress

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