Coleman Houston
Charlotte,NC
Summary
Client-focused relationship management professional with 4+ years of experience building strong customer partnerships, resolving complex service issues, and driving retention in fast-paced environments. Proven ability to manage high-value accounts, coordinate cross-functional teams, and deliver personalized solutions that improve client satisfaction and long-term loyalty. Skilled in communication, negotiation, and performance optimization.
Overview
4
4
years of professional experience
Work History
Front Desk Manager
Courtyard by Marriott
Boone, NC
09.2023 - 10.2025
- Managed relationships with high-value and repeat guests, serving as primary point of contact and improving long-term client retention and loyalty.
- Led and coached front desk associates to deliver consistent, personalized service aligned with brand and client expectations.
- Resolved complex guest and corporate account issues, strengthening trust and increasing repeat business.
- Coordinated with housekeeping, maintenance, and food & beverage teams to deliver seamless service for group and corporate clients.
- Analyzed guest feedback and performance metrics to implement service improvements, reducing complaints and increasing satisfaction scores.
- Supported revenue goals by optimizing room availability, managing upgrades, and strengthening corporate and loyalty accounts.
Front Desk Representative
Courtyard by Marriott
Carolina Beach, NC
02.2022 - 08.2023
- Built strong relationships with individual and corporate guests through proactive communication and personalized service.
- Managed client inquiries, reservations, and billing issues, ensuring accuracy and timely resolution.
- Increased repeat bookings by delivering consistent, high-quality experiences and follow-up support.
- Maintained detailed guest profiles and preferences to support personalized account management.
- Collaborated with leadership and operations teams to improve service delivery and client satisfaction.
Education
Bachelor of Science - Business Administration
Appalachian State University
Boone, NC05.2026
Skills
- Client Relationship Management
- Account Retention & Growth
- Customer Success Strategy
- Stakeholder Communication
- Conflict Resolution
- Performance Reporting & Analysis
- Cross-Functional Coordination
- Process Improvement
- CRM & Data Management
- Microsoft Excel (Advanced)
Certifications And Achievements
- Microsoft Office Specialist: Microsoft Excel Expert
- Envision: Leading Teams - Marriott International
Timeline
Front Desk Manager
Courtyard by Marriott
09.2023 - 10.2025
Front Desk Representative
Courtyard by Marriott
02.2022 - 08.2023
Bachelor of Science - Business Administration
Appalachian State University