COURTNEY ALLEN
Charlotte,NC
Summary
Passionate and results-driven hospitality professional with experience across guest services, operations, sales, and events in luxury hotel environments. Adept at anticipating guest needs, leading teams, and executing high-impact experiences. Strong commitment to service excellence, brand integrity, and continuous growth within the hospitality industry.
Overview
7
7
years of professional experience
Work History
Guest Service Agent
JW Marriott Charlotte
Charlotte, NC, USA
07.2024 - Current
- Greet and welcome guests with warmth and professionalism, ensuring a luxury first impression in line with JW Marriott standards.
- Perform all check-in and check-out procedures accurately, efficiently, and in accordance with Marriott's policies and procedures.
- Handle room assignments, upgrades, and guest preferences using Marriott's reservation systems (MARSHA).
- Maintain strong knowledge of room types, hotel services, amenities, and local attractions to assist guests effectively.
- Respond promptly to guest requests, concerns, or complaints with empathy and follow through to ensure satisfaction and service recovery.
- Collaborate with Housekeeping, Engineering, and Food & Beverage to coordinate guest needs, special requests, and VIP arrangements.
- Monitor room availability and work with leadership to manage overbooking or relocation situations when necessary.
- Process payment transactions, deposits, and folio adjustments with accuracy and compliance to financial controls.
- Promote Marriott Bonvoy membership and assist guests with enrollment, redemptions, and tier recognition.
- Maintain the front desk area with a polished, organized, and professional appearance.
- Uphold safety, privacy, and security standards in all guest interactions.
- Embody JW Marriott's culture of quiet luxury, attentiveness, and personalized service in every guest encounter.
- Support front office leadership with special projects, VIP preparations, and shift reports as needed.
Sales and Events Coordinator
Four Seasons Hotel
07.2023 - 06.2024
- Serve as the primary liaison between clients and hotel departments to plan and execute luxury events, including weddings, galas, corporate meetings, and VIP gatherings, in line with Four Seasons' legendary service.
- Create tailored proposals, contracts, and banquet event orders (BEOs) based on in-depth client consultations, ensuring every detail reflects the guest's vision and the brand's high standards.
- Conduct property tours and site inspections, showcasing event spaces, suites, and amenities to prospective clients with a personalized and service-focused approach.
- Collaborate cross-departmentally with Banquets, Culinary, Rooms, Housekeeping, and AV teams to ensure seamless event execution and superior guest experiences.
- Maintain detailed event records and timelines, managing multiple high-profile events simultaneously while anticipating needs and adjusting to last-minute changes with grace.
- Cultivate strong client relationships pre-, during, and post-event to drive satisfaction, loyalty, and future bookings; consistently earn top scores in post-event surveys and client feedback.
- Partner with the Sales team to identify upsell opportunities for spa, suite upgrades, and custom amenities that enhance both revenue and guest delight.
- Support luxury wedding clients with planning and coordination, offering creative input and curating vendor partnerships for florals, entertainment, and décor that reflect Four Seasons aesthetics.
- Ensure accurate billing, timely communication, and compliance with all hotel policies and service agreements.
- Participate in strategic sales initiatives, including hosting VIP planners, attending industry trade shows, and contributing to sales blitzes and promotional campaigns.
- Maintain up-to-date knowledge of market trends, competitive event offerings, and best practices to position the hotel as a premier luxury event destination.
- Collaborate with the marketing team to create visual collateral and digital content that aligns with the hotel's event branding and enhances client engagement.
- Work closely with Revenue Management to maximize space utilization, adjust group room blocks, and ensure events align with revenue targets and business mix goals.
- Uphold and model Four Seasons' Golden Rule by delivering heartfelt, intuitive service to both guests and internal partners throughout every stage of the event process.
Operations Supervisor
Waldorf Astoria
12.2022 - 06.2023
- Supervised day-to-day operations across various departments, including housekeeping, food and beverage, and the front desk, ensuring high standards of service and operational efficiency.
- Conducted daily room inspections to ensure guest satisfaction and addressed any service gaps.
- Managed weekly purchasing for food and beverage departments, ensuring cost-effective procurement without compromising quality.
- Coached new employees in customer service excellence and de-escalation techniques.
- Played a key role in policy and procedure implementation, promoting ideas aligned with business goals.
- Prepared and submitted monthly financial reports, ensuring alignment with budget and revenue goals.
- Acted as a liaison between sales teams, guests, and third-party vendors to ensure smooth operations.
Front Office Manager
Waldorf Astoria
11.2021 - 12.2022
- Lead, mentor, and inspire the front office team which includes Front Desk, Concierge, Bell/Valet, and Guest Relations, to deliver flawless, anticipatory service in alignment with Waldorf Astoria's True Waldorf Service philosophy.
- Oversee daily front office operations, ensuring seamless check-in/check-out experiences, accurate billing, room inventory optimization, and efficient problem resolution.
- Champion the guest experience journey, personally welcoming VIPs and high-profile guests, resolving escalated service issues, and ensuring personalized touch points throughout the stay.
- Monitor and manage key performance metrics including guest satisfaction scores, loyalty enrollment (Hilton Honors), upselling revenue, and arrival efficiency.
- Collaborate closely with Housekeeping, Engineering, Sales & Events, and Food & Beverage to ensure cohesive execution of group arrivals, special events, and luxury service delivery.
- Maintain complete knowledge of all property amenities, promotions, and room categories, empowering team members to upsell and enhance guest stays with tailored recommendations.
- Conduct regular coaching, performance evaluations, and service training to elevate team capabilities and maintain Forbes 5-star standards.
- Enforce Hilton CleanStay protocols and ensure safety, security, and cleanliness standards are consistently met or exceeded.
- Manage departmental scheduling, labor costs, and payroll accuracy in line with forecasted business volumes.
- Partner with the Director of Rooms and Revenue Management to analyze occupancy trends, adjust room assignments, and support yield strategies.
- Drive Hilton Honors loyalty strategy, including VIP benefit delivery, membership growth, and proactive recognition of elite members.
- Lead pre-shift briefings and team communication to align daily priorities, anticipate guest needs, and foster a high-performance culture rooted in hospitality and integrity.
- Maintain accurate front office reporting, including shift audits, comp logs, guest recovery records, and training documentation.
Front Office Supervisor
Waldorf Astoria
09.2020 - 11.2021
- Supervise day-to-day front office operations including check-ins, check-outs, room assignments, and guest requests to ensure a flawless and elevated guest experience in alignment with Waldorf Astoria standards.
- Act as Manager on Duty (MOD) during assigned shifts, resolving guest concerns with professionalism, urgency, and empathy, while documenting all service recovery instances.
- Conduct pre-shift briefings to review daily arrivals, VIP guests, group movements, service expectations, and cross-departmental updates.
- Oversee cashiering, billing accuracy, and shift audit procedures to maintain financial integrity and compliance with Hilton standards.
- Monitor front desk appearance, associate grooming, and lobby presentation to maintain a luxurious, polished, and inviting atmosphere at all times.
- Collaborate closely with Housekeeping, Engineering, and In-Room Dining to fulfill guest preferences, manage room readiness, and respond to service requests efficiently.
- Assist with scheduling, timekeeping, and payroll input for front office associates, ensuring appropriate coverage during high occupancy and special events.
- Maintain detailed shift reports, MOD logs, and handovers for consistent communication and operational continuity.
Marketing & Business Development Intern
Hilton Corporate Training Division
06.2020 - 08.2020
- Assisted in the development and execution of marketing strategies for corporate leadership training programs, internal learning experiences, and brand-aligned service initiatives.
- Supported content creation for digital campaigns, email outreach, LinkedIn posts, and internal communications to promote Hilton's leadership development offerings.
- Designed branded presentation decks and pitch materials for use in external client meetings and internal executive briefings.
- Conducted competitive market research on hospitality training trends, benchmarking Hilton's programs against industry peers to identify growth opportunities.
- Collaborated with business development team members to update and organize CRM data, prospect lists, and performance reports to support pipeline tracking.
- Participated in planning and coordination of virtual training events and webinars, assisting with logistics, attendee communication, and follow-up engagement.
- Helped revamp client outreach templates and communication touch points, enhancing clarity and increasing inquiry-to-conversion ratios.
- Analyzed client satisfaction feedback and internal engagement data to support improvement of program delivery and participant experience.
- Partnered with marketing leadership to align messaging with Hilton's global brand standards and internal corporate tone.
- Attended cross-departmental meetings with sales, talent development, and brand teams to understand the integration of learning programs into broader business goals.
Front Desk Agent
Hilton Atlanta Marietta Hotel & Conference Center
Marietta, GA, USA
06.2018 - 03.2020
- Greeted, registered, and assigned rooms to guests while ensuring smooth check-in and check-out processes.
- Coordinated with housekeeping and maintenance when guests reported issues to ensure timely resolutions.
- Managed reservations, verified room availability, and maintained accurate guest accounts.
- Handled guest inquiries related to hotel services, amenities, and local recommendations for dining and entertainment.
Education
Master of Business Administration (MBA) - undefined
Bachelor of Science (B.S.) - Business Management
Kennesaw State University
Kennesaw, GA05.2015
Skills
- Brand Marketing & Property Positioning
- Corporate Meetings & Social Events
- Group Sales & Business Development
- Operational Leadership & Front Office Oversight
- PMS, MARSHA, OnQ, Delphi & CRM Expertise
- Guest Loyalty & Experience Strategy (Hilton Honors)
Clients And Partners
- Coca-Cola
- Delta Air Lines
- Georgia Tech Alumni Association
- WeddingWire Elite
- Non-Profit Retreats & Conferences
Timeline
Guest Service Agent
JW Marriott Charlotte
07.2024 - Current
Sales and Events Coordinator
Four Seasons Hotel
07.2023 - 06.2024
Operations Supervisor
Waldorf Astoria
12.2022 - 06.2023
Front Office Manager
Waldorf Astoria
11.2021 - 12.2022
Front Office Supervisor
Waldorf Astoria
09.2020 - 11.2021
Marketing & Business Development Intern
Hilton Corporate Training Division
06.2020 - 08.2020
Front Desk Agent
Hilton Atlanta Marietta Hotel & Conference Center
06.2018 - 03.2020
Master of Business Administration (MBA) - undefined
Bachelor of Science (B.S.) - Business Management
Kennesaw State University