Aaron Rodbourn

• Oversee daily operations of a 248-room full-service hotel with 18,000+ sq. ft. of banquet and meeting space, ensuring compliance with Hilton brand standards and operational excellence.
  Lead front office, housekeeping, engineering, food & beverage, and banquet operations to maintain high guest satisfaction and efficient day-to-day performance.
  Manage guest relations and service recovery efforts, resolving escalated concerns quickly while improving overall guest experience scores.
  Coordinate and mentor a team of approximately 120 employees through ongoing training, coaching, accountability, and performance development initiatives.
  Implement operational procedures and service standards that improved workflow efficiency, reduced front desk wait times, and strengthened interdepartmental communication.
  Conduct daily operational meetings with department leaders to review occupancy, staffing, VIP arrivals, maintenance priorities, group business, and guest concerns.
  Support budgeting and financial performance through forecasting, labor management, expense tracking, and operational cost control initiatives.
  Collaborate with department heads to improve hotel services and operational processes based on guest feedback, quality inspections, and performance trends.
  Manage inventory control and purchasing processes to maintain proper supply levels while minimizing operational waste and unnecessary expenses.
  Oversee room readiness, preventive maintenance coordination, and quality assurance programs to improve cleanliness standards and operational consistency.
  Assist with sales and revenue initiatives, including airline crew contracts, group business coordination, and occupancy management strategies.
  Foster a positive and accountable workplace culture focused on teamwork, professionalism, guest satisfaction, and employee retention.
  
  

• Guest satisfaction: Ensuring guests are satisfied and have a great experience
• Staff management: Hiring, training, and supervising staff
• Day-to-day operations: Overseeing the hotel's daily operations, including the front desk, housekeeping, and maintenance departments
• Financial goals: Helping the hotel achieve its financial goals and budget targets
• Policies and procedures: Ensuring that all policies and procedures are followed
• Guest relations: Handling guest complaints and ensuring that issues are resolved before guests leave
• Administrative support: Providing administrative support to the general manager and carrying out their policies
• Security: Ensuring the safety of guests, hotel personnel, and property
• Budget variances: Explaining why there are budget variances and taking corrective action
• Guest service procedures: Training staff on guest service procedures, such as greeting guests and pre-assigning rooms

• Manage and monitor productivity of all operational activities and personnel.
• Ensure staff is properly trained, motivated and coached relative to each product offered, sales and operation processes.
• Hire, supervise, develop, motivate, and evaluate the performance of staff.
• Implement HR policies in the area of discipline, motivation, and performance in a consistent and fair manner.
• Establish, communicate, monitor, and update objectives for staff consistent with company goals and objectives.
• Plan and implement staffing schedules based on business demands and transaction levels.
• Ensure customer complaints and feedback are addressed and resolved in a timely, effective manner.
• Regular communication with service department leadership and staff to ensure service-related operations are running at optimal levels to meet rental needs / activity.
• Properly manage rental vehicle fleet logistics for maximum revenue generation.
• Build and maintain business relationships to facilitate profitability

• Directed all operations of a high-volume airport hotel, ensuring efficient service delivery in a fast-paced environment with fluctuating airline and travel demand.
• Oversaw daily hotel performance across Front Desk, Housekeeping, Maintenance, Breakfast Operations, and Guest Services while maintaining Marriott brand standards.
• Managed airline crew business, distressed passenger accommodations, and transportation coordination to support airport-related operations and maximize occupancy opportunities.
• Led staffing, scheduling, hiring, training, and employee development initiatives to maintain operational consistency and strong guest service performance.
• Improved guest satisfaction scores by strengthening service recovery procedures, operational communication, and team accountability.
• Managed hotel financial performance including forecasting, labor controls, payroll oversight, budgeting, and expense management.
• Worked closely with airport partners, travel accounts, and local businesses to build relationships and increase revenue opportunities.
• Handled escalated guest concerns and operational challenges quickly and professionally in a high-turnover, time-sensitive hotel environment.
• Conducted daily operational meetings to review occupancy, arrivals, departures, staffing levels, VIP guests, and maintenance priorities.
• Oversaw preventive maintenance programs, vendor relationships, safety compliance, and property inspections to maintain operational standards.
• Analyzed operational and financial reporting to identify trends, improve efficiencies, and support long-term property performance goals.
• Fostered a strong team-focused culture centered around accountability, guest experience, and operational excellence.
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• Directed all day-to-day hotel operations, ensuring exceptional guest service, brand compliance, and overall property performance.
• Managed hotel financial performance including budgeting, forecasting, labor control, payroll oversight, and expense management to maximize profitability.
• Led and developed department managers and hotel staff through training, coaching, performance management, and operational accountability.
• Oversaw Front Desk, Housekeeping, Maintenance, Breakfast Operations, and Sales efforts to maintain operational efficiency and guest satisfaction.
• Implemented service improvement initiatives that increased guest satisfaction scores, online reputation ratings, and overall operational consistency.
• Managed staffing levels, scheduling, hiring, onboarding, and employee retention efforts to maintain strong hotel performance and team culture.
• Handled escalated guest concerns and service recovery situations while maintaining Marriott brand standards and guest loyalty.
• Conducted daily operational meetings to review occupancy, staffing, arrivals, departures, maintenance needs, and revenue opportunities.
• Worked closely with sales and revenue management teams to drive occupancy, ADR, and market share growth.
• Maintained compliance with Marriott operational standards, safety procedures, health regulations, and property inspection requirements.
• Oversaw preventive maintenance programs, capital improvement projects, and vendor relationships to maintain property condition and guest experience.
• Analyzed operational reports, guest feedback, labor performance, and financial trends to identify opportunities for improvement and growth.
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Property Manager

Willow Brook Apartments and Townhomes

• Managed daily operations of a 160-unit garden-style apartment and townhome community, ensuring high resident satisfaction and efficient property performance.
• Oversaw a full property renovation project while maintaining daily operations, coordinating contractors, vendors, project timelines, and resident communication throughout the renovation process.
• Managed leasing operations, resident relations, rent collections, renewals, move-ins, move-outs, and occupancy management.
• Supervised maintenance and grounds teams to ensure timely completion of work orders, preventive maintenance, curb appeal, and overall property appearance.
• Handled resident concerns and conflict resolution professionally while maintaining strong customer service and resident retention efforts during active renovation periods.
• Coordinated vendor relationships, service contracts, and capital improvement projects to maintain operational standards and budget expectations.
• Managed property budgets, renovation expenses, operational reporting, and cost controls to support financial performance goals.
• Conducted regular property inspections to ensure compliance with company standards, safety requirements, and lease regulations.
• Assisted with marketing initiatives, leasing strategies, and community outreach efforts to maintain occupancy and attract prospective residents.
• Oversaw staff scheduling, training, coaching, and performance management to support a productive and service-focused team environment.
• Maintained accurate resident files, lease documentation, and operational records while ensuring compliance with housing policies and procedures.
• Worked closely with ownership and regional leadership to improve operational efficiency, resident satisfaction, and overall property performance.
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• Involved in all aspects of day-to-day operations of the property, including accounting, tenant relations, maintenance and repair, security, janitorial services, landscaping and snow removal.
• Handles tenant complaints and service requests and is familiar with the terms of each tenant lease.
• Responsible for check deposits/posting, tenant billbacks; maintaining office clerical, filing and record keeping systems.
• Assists in the production of monthly and annual reports.
• Contacts all vendors when maintenance is needed for preventative and repairs.
• Obtains estimates /bids for repairs and property.
• Coordinates and schedules appointments, on-site and off-site meetings and conference calls.
• Collects and organizes all property information in a format for quick reference.
• Responsible for tenant communication.
• Assists in supervision leasing and operations in the office as well ss provides training and instructions to the staff as to the proper method of handling office administration.
• Assists in the follow-up of delinquencies.
• Assists in validating prospect/resident rental eligibility using designated background verification process.
• Inspects apartments as needed.
• Performs all activities related to apartment rentals, move-ins, and lease renewals

• Managed all day-to-day operations of a 77-room limited-service hotel located in a high-volume tourist destination within the Finger Lakes wine country.
• Led hotel operations in a fast-paced seasonal market with heavy tourism traffic, weekend demand fluctuations, and elevated guest service expectations.
• Oversaw Front Desk, Housekeeping, Maintenance, Breakfast Operations, and guest services while maintaining Wyndham brand standards and operational consistency.
• Managed staffing, hiring, onboarding, scheduling, coaching, and employee development to support peak tourism seasons and maintain service quality.
• Directed guest service and service recovery efforts, handling escalated concerns quickly while maintaining a strong guest experience and online reputation.
• Managed hotel financial performance including budgeting, forecasting, payroll, labor controls, inventory management, and expense reduction initiatives.
• Worked closely with local wineries, tourism partners, and area businesses to strengthen community relationships and drive occupancy growth.
• Coordinated preventive maintenance programs, vendor relationships, and property improvement efforts to maintain hotel appearance and operational readiness during high-demand periods.
• Monitored daily occupancy, ADR, labor performance, and operational reporting to improve profitability and maximize revenue opportunities.
• Implemented operational procedures that improved workflow efficiency, team communication, and overall hotel performance.
• Maintained compliance with Wyndham brand standards, safety regulations, and property inspection requirements.
• Fostered a strong guest-focused culture centered around hospitality, teamwork, accountability, and operational excellence.
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• Oversaw daily operations across multiple hotel locations, ensuring brand consistency, operational efficiency, and high guest satisfaction scores
• Responsible for all operations for the hotel brand.
• Inspect guest rooms, public access areas and outsider grounds for cleanliness, safety and appearance.
• Answer and resolve guest complaints as in the service recovery procedures
• Develop others to progress and advance careers
• Document policy violations by any staff member and follow up ensure performance was corrected or not repeated
• Develop and execute a plan for meeting and exceeding budgeted sales goals and budgeted expense goals.
• Coordinate sales efforts with the sales team locally and field locations

• Oversaw daily front desk and guest service operations for a 67-room Microtel by Wyndham, ensuring efficient operations and a positive guest experience.
• Supervised front desk staff through scheduling, training, coaching, and daily operational support while maintaining Wyndham brand standards.
• Managed guest relations and service recovery efforts, handling escalated guest concerns quickly and professionally to improve guest satisfaction.
• Coordinated room inventory, reservations, arrivals, departures, and occupancy management to maximize operational efficiency and revenue opportunities.
• Worked closely with Housekeeping and Maintenance teams to ensure guest rooms were properly prepared, inspected, and ready for arrival.
• Assisted with hiring, onboarding, and training new employees on hotel systems, guest service expectations, and operational procedures.
• Maintained accurate cash handling, billing adjustments, night audit support, and daily reporting functions.
• Implemented front desk operational procedures that improved communication, reduced guest wait times, and increased overall efficiency.
• Monitored guest feedback and online reviews to identify service trends and opportunities for operational improvement.
• Supported hotel leadership with daily operations, staffing coverage, inventory control, and maintaining overall property standards.
• Fostered a welcoming and service-focused environment while maintaining professionalism and strong guest relations in a fast-paced hospitality setting.
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