Amy Maple
Centerville,UT
Summary
Hospitality leader with 9+ years of progressive experience in hotel and airline guest services, specializing in front office leadership, hotel operations, team development, and guest satisfaction. Proven ability to manage daily hotel operations, lead service teams, resolve escalations, and deliver exceptional guest experiences in high-volume environments. Experienced in MOD coverage, operational oversight, service recovery, staff training, and cross-department coordination. Seeking to advance into an Assistant General Manager role where strong leadership, operational excellence, and guest-focused service drive property success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor / Manager on Duty
Residence Inn by Marriott
12.2025 - 03.2026
- Supervised front desk operations while supporting overall hotel performance and guest satisfaction.
- Served as Manager on Duty (MOD), addressing operational issues and guest escalations.
- Coordinated with housekeeping, maintenance, and management to maintain room readiness and service standards.
- Ensured compliance with Marriott brand standards and operational procedures.
Front Desk Supervisor / Manager on Duty
SpringHill Suites by Marriott
06.2025 - 12.2025
- Managed daily front office operations ensuring efficient service delivery and guest satisfaction.
- Trained and coached front desk associates to improve performance and hospitality standards.
- Assisted with scheduling, shift coverage, and labor management.
- Resolved guest concerns and service failures through effective service recovery.
Front Desk Supervisor / Manager on Duty
SpringHill Suites by Marriott
12.2023 - 06.2025
- Oversaw front desk operations and supported hotel leadership in maintaining high guest service standards.
- Led and mentored front desk staff, providing coaching, feedback, and training.
- Managed guest escalations and complex service issues with professionalism and efficiency.
- Coordinated room inventory and communication between front desk, housekeeping, and sales.
- Assisted leadership with operational improvements and service quality initiatives.
Sky Club Ambassador
Delta Air Lines
08.2022 - 10.2023
- Delivered premium hospitality service to high-value travelers and VIP guests.
- Assisted guests with travel arrangements including check-in, rebooking, and boarding passes.
- Created personalized guest experiences to strengthen brand loyalty.
Customer Experience Supervisor & Online Support Instructor
Delta Air Lines
08.2015 - 08.2022
- Supervised customer support operations assisting domestic and international travelers.
- Supported high-value customers including SkyMiles Diamond Medallion members.
- Managed escalated customer situations requiring quick decision making and problem resolution.
- Trained new hires and supervisors on systems, policies, and customer service standards.
- Served as an Online Support Instructor, delivering onboarding and operational training.
Skills
- Front Office Operations
- Hotel Operations Management
- Team Leadership
- Staff Training & Development
- Guest Satisfaction (GSS)
- Service Recovery
- Conflict Resolution
- Escalation Management
- Scheduling & Labor Control
- Operational Oversight
- Cross-Department Coordination
- VIP Guest Relations
- Performance Coaching
- Policy & Brand Standard Compliance
- Systems: FOSSE PMS
- Microsoft Office Suite
- Microsoft Teams
- Axis
- Delta Term
- Personnel management
Certification
- SkyMiles Sales & Support Certification
- CPR Certified
- Professional training in hospitality operations, leadership development, conflict resolution, and organizational effectiveness
Timeline
Front Desk Supervisor / Manager on Duty
Residence Inn by Marriott
12.2025 - 03.2026
Front Desk Supervisor / Manager on Duty
SpringHill Suites by Marriott
06.2025 - 12.2025
Front Desk Supervisor / Manager on Duty
SpringHill Suites by Marriott
12.2023 - 06.2025
Sky Club Ambassador
Delta Air Lines
08.2022 - 10.2023
Customer Experience Supervisor & Online Support Instructor
Delta Air Lines
08.2015 - 08.2022