Hemsley Charles

Portland,OR

Summary

Results-oriented leader with 10+ years in hospitality and operations. Specializes in team management, process optimization, and enhancing customer experience. Proven expertise in building high-performing teams and resolving complex issues to drive efficiency and satisfaction. Thrives in dynamic environments that prioritize collaboration and service.

Overview

years of professional experience

Work History

Property Manager / Guest Experience Lead

Vunique Vacations

Siesta Key, FL

01.2022 - Current

Oversaw guest experience and property operations across 50+ luxury vacation rentals, maintaining consistent 4.9–5.0 star ratings and exceeding service KPIs.
Managed cross-functional teams, implementing workflow improvements that elevated service quality and streamlined operations.
Implemented service quality tracking tools to identify recurring issues and improve guest satisfaction scores.
Supported leadership with team development, hiring, onboarding, and training initiatives.
Designed and delivered customer service training sessions to strengthen communication, conflict resolution, and hospitality best practices.
Partnered with marketing and revenue teams to translate customer feedback into targeted improvement plans, enhancing guest experience.
Optimized team workflows using tech platforms (Breezeway, RueBaRue, Point Central, Minut, Ring) to enhance communication and reporting.
Implemented service quality tracking tools to identify recurring issues, driving targeted actions that improved guest satisfaction scores.
Collaborated with maintenance and housekeeping teams to streamline property readiness, reducing turnaround time between stays.
Trained and mentored junior staff, fostering a collaborative environment focused on professional growth.
Conducted regular property inspections, identifying areas for improvement and implementing corrective actions promptly.

Front Office Manager / Sales & Operations Coordinator

Hampton Inn & Suites

Sarasota, FL

01.2018 - 01.2022

Directed front office operations and sales coordination for a high-volume hospitality location, blending operational leadership with customer engagement.
Managed sales inquiries, group bookings, and events, building lasting relationships with clients and vendors.
Supervised and developed front desk staff, ensuring adherence to service standards and enhancing guest experience.
Monitored daily performance metrics and implemented process improvements to enhance service delivery consistency.
Managed sales inquiries, group bookings, and events, fostering lasting relationships with clients and vendors for repeat business.
Oversaw financial processes including AR/AP, deposits, and inventory management.
Acted as Manager on Duty, overseeing all departments during leadership absences.
Traveled to multiple hotel locations across the country to conduct operational evaluations, identify improvement opportunities, and support staffing and maintenance initiatives.
Organized and presented reports to include evaluation data and recommendations to key stakeholders.

Front Desk Supervisor

Residence Inn & Suites

Clearwater, FL

01.2015 - 01.2018

Led front desk operations, providing mentorship and guidance to new staff members while maintaining excellence in guest satisfaction.
Handled guest escalations and ensured a smooth, welcoming check-in experience.
Trained team members in communication, conflict resolution, and service best practices.
Monitored daily performance metrics, implemented process improvements, and drove consistency in service delivery.
Monitored daily performance metrics and implemented process improvements to enhance service consistency.
Coordinated with housekeeping and maintenance teams to expedite room readiness and effectively resolve operational issues.
Assisted with scheduling and shift coverage to maintain optimal staffing levels during peak periods.

Education

Associate of Arts -

Hillsborough Community College

Tampa, FL

05.

Communications

The University of Florida

Gainesville, FL

Skills

Customer experience
Team training
Client Relations
Operational Oversight
Performance Management
Service Recovery
Conflict resolution
Process Improvement
Cross-functional teams

CRM technology
Office applications
Hospitality CRMs
Breezeway
RueBaRue
Guesty
Hilton On-Q
Fosse/MARSHA
Call Rail

Timeline