Elbe Solomon
Washington,USA
Summary
Results-driven hospitality leader with expertise in front office operations, guest experience enhancement, and sales coordination. Strengthened guest satisfaction and service standards at Hyatt House Convention Center, achieving notable improvements in key metrics. Committed to developing high-performing teams and optimizing hotel operations, contributing to a 90.5% LQA audit score and recognition from Forbes and Michelin.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Guest Experience Manager
Hyatt House Convention Center
Washington DC
10.2025 - Current
- Helped drive a 65.2-point year-over-year improvement in Customer Service scores among Elite guests through team coaching, service recovery, and guest-experience initiatives.
- Led front-office and guest-experience operations, supporting sales coordination and pre-arrival strategies to enhance cross-department execution.
- Supervised and coached front-office team members, coordinated schedules and priorities, and reinforced brand standards to ensure consistent service delivery.
- Develop and implement SOPs, training materials, QA checklists, and service-recovery processes to improve operational consistency and guest satisfaction.
- Coordinated group arrivals and guest requests, managed transportation vouchers, ensured room readiness, and facilitated communication with housekeeping, engineering, and sales.
- Use guest feedback, operational reports, and service trends to identify gaps and implement practical improvements.
Assistant Front Office Manager
The Dupont Circle Hotel
Washington DC
09.2024 - 10.2025
- Directed daily front-office operations, ensuring efficient guest service, staffing coverage, and adherence to luxury hotel standards.
- Managed schedules, shift planning, task delegation, and team coaching to ensure consistent service quality during high-volume operations.
- Led guest recovery initiatives and personalized service strategies for VIP and loyalty-program guests, enhancing overall guest satisfaction.
- Analyzed guest feedback and operational reports to identify service gaps and implement process improvements.
- Conducted front-office audits and supported service protocols to enhance staff development and operational effectiveness.
- Achieved a 90.5% LQA audit score and contributed to the property’s Forbes Recommended and Michelin Key recognition.
Front Desk Agent
The Dupont Circle Hotel
Washington DC
07.2023 - 09.2024
- Managed guest check-ins and check-outs, ensuring efficient service and seamless transactions.
- Welcomed guests and conducted tours of hotel amenities, providing detailed information to enhance their experience.
- Upsold premium services such as room upgrades and dining packages to enhance guest satisfaction and boost revenue.
- Coordinated with housekeeping and maintenance teams to ensure room readiness and prompt guest service.
- Provided personalized service to VIP and loyalty program guests, ensuring their unique needs were met.
- Addressed and resolved guest complaints promptly, ensuring a positive guest experience.
- Processed payments and managed billing, maintaining accurate records to ensure smooth financial transactions.
- Collaborated as part of the hotel team that earned a Forbes recommendation, and showcasing exceptional service.
Social Media Manager
Wunderman Thompson
Johannesburg, South Africa
06.2021 - 11.2022
- Led social media advertising campaigns, optimizing budgets and targeting for maximum ROI
- Increased follower growth and engagement rates through targeted content and campaigns
- Developed and executed social media strategies to enhance brand visibility and engagement
- Coordinated content creation, curation, and scheduling across multiple social media platforms to ensure consistent brand messaging
- Analyzed social media performance metrics and adjusted campaigns to improve reach and effectiveness
- Partnered with creative teams to produce engaging visual and written content that aligned with brand objectives
- Reported on social media performance to senior management, providing insights for strategy improvements
Education
Diplomas - Food & beverage, Reception operation services, and Accommodations services
City & Guilds International
Capital Hotel School- South Africa01-2020
Skills
Guest Experience & Service Recovery Team Leadership & Training Sales Coordination & Upselling Opera Cloud / Opera v5 Colleague Advantage Microsoft Office Scheduling & Workforce Coordination Guest Feedback & QA Problem Solving & Conflict Resolution Cross-Department Collaboration Guest service recovery SOP development Front office operations
Personal Information
Title: Guest Experience Manager
Certification
Diploma in Human Resources, Events Management Certificate, Microsoft Word and Excel, WSET Level 1 Award in Wines, CPR, AED and First Aid Level 1, National Seniors Certificate (CBC Mount Edmund, 2017)
LANGUAGES
English, Amharic
Timeline
Guest Experience Manager
Hyatt House Convention Center
10.2025 - Current
Assistant Front Office Manager
The Dupont Circle Hotel
09.2024 - 10.2025
Front Desk Agent
The Dupont Circle Hotel
07.2023 - 09.2024
Social Media Manager
Wunderman Thompson
06.2021 - 11.2022
Diplomas - Food & beverage, Reception operation services, and Accommodations services
City & Guilds International