Christopher OConnor
Atlanta
Summary
Guest Experience Expert - Lead
Guest-focused hospitality professional with deep front-office experience in high-volume, luxury hotel environments. Proven ability to lead by example, resolve complex guest issues, and support operational flow across the Front Desk, Night Audit, and Guest Services. Known for calm decision-making under pressure, strong system knowledge, and mentoring peers to deliver consistent brand-level service.
Overview
2
2
years of professional experience
Work History
Guest Experience Expert (Lead)
Marriott International (Atlanta Marriott Marquis)
Atlanta
04.2025 - Current
- Act as senior front-desk resource in a 1,600+ room, convention-driven property, supporting Guest Experience Experts during peak arrivals, VIP movements, and large-scale events.
- Handle escalated guest concerns involving billing disputes, service recovery, room discrepancies, and loyalty expectations with a focus on brand standards and retention.
- Serve as a go-to problem solver for FSPMS/Opera, rate adjustments, market code variances, room moves, and authorization corrections.
- Support onboarding and informal coaching of new Guest Experience Experts, reinforcing Marriott service culture, accuracy, and guest empathy.
- Coordinate closely with Housekeeping, Engineering, Bell Services, and Night Audit to resolve operational gaps in real time.
- Maintain professionalism and guest trust while balancing policy enforcement, revenue protection, and satisfaction metrics.
Night Auditor
Hyatt Hotel Corp (Hyatt Place ATL Airport S)
College Park
09.2024 - 04.2025
- Executed full Night Audit procedures, including revenue balancing, posting corrections, and daily financial reporting.
- Resolved late-night guest issues independently, without management on-site.
- Facilitated smooth transitions to morning operations, reducing service gaps.
- Strengthened attention to detail, compliance, and accountability on all shifts through reporting trending mistakes and errors made in the Opera PMS system.
Night Auditor
Aimbridge Hosp (Hyatt Place Alpharetta)
Alpharetta
01.2024 - 09.2024
- Oversaw night front desk operations, ensuring security and guest safety for overnight visitors.
- Provided exceptional customer service by addressing inquiries and delivering assistance.
- Utilized problem-solving skills to maintain accurate financial records and balance daily revenue reports.
- Demonstrated expertise in Opera and Colleague Advantage Property Management Systems for reservations and billing adjustments.
- Assisted management in closing open folios and resolving high balances on guest accounts.
Education
Bachelor of Fine Arts - Interior Design, Art Direction for Films and TV
Savannah College of Art And Design
Atlanta, GA05-2027
Skills
- Front Office Leadership & Shift Support
- Guest Recovery & Escalation Handling
- Marriott FSPMS / Opera PMS
- High-Volume Check-In & Group Arrivals
- Night Audit & Revenue Accuracy
- Interdepartmental Coordination
- Training & Peer Mentorship
- Policy Enforcement with Guest Empathy
Military Service
United States Army, Sergeant First Class, Chemical, Biological, Radiological, Nuclear and High Yield Explosive Specialist, Drill Sergeant / Instructor certification, HAZMAT OPS & TECH certified, 11 Army Achievement Medals, 7 Army Commendation Medals, 1 Meritorious Service Medal, 04/01/04 - 04/31/24
Work Preference
Location Preference
On-SiteSalary Range
$23/hr - $1000/hrTimeline
Guest Experience Expert (Lead)
Marriott International (Atlanta Marriott Marquis)
04.2025 - Current
Night Auditor
Hyatt Hotel Corp (Hyatt Place ATL Airport S)
09.2024 - 04.2025
Night Auditor
Aimbridge Hosp (Hyatt Place Alpharetta)
01.2024 - 09.2024
Bachelor of Fine Arts - Interior Design, Art Direction for Films and TV
Savannah College of Art And Design