Ishiante Bogan
Victorville,CA
Summary
Executive-level hospitality leader with 8+ years of experience elevating guest experience, front office, customer service operations. Proven record of driving measurable improvements in guest satisfaction (up to 50%), labor efficiency, and team engagement across high-volume hotel properties. Trusted leader/individual known for stabilizing operations during transitions, developing high-performing teams, and delivering consistent brand-aligned service excellence.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Director of Front Office
Fairmont Miramar Hotel & Bungalow
Santa Monica, CA
04.2025 - 12.2025
- Facilitated the growth of 3 managers and 15+ team members by establishing leadership routines and service standards that strengthened operational consistency.
- Directed service delivery and operational improvements at a 297-room luxury resort, focusing on guest satisfaction and labor efficiency during transitions.
- Enhanced service recovery protocols and implemented service culture training to elevate guest satisfaction metrics by 40–50%.
- Elevated brand perception by 25% by consistently implementing brand standards and fostering collaboration across departments.
- Conducted comprehensive financial reviews while directing labor planning and scheduling to optimize resource allocation.
- Increased employee engagement scores by 20%, strengthening retention, and internal promotion.
Executive Administrative Assistant
Army & Air Force Exchange Services
Fort Irwin, CA
05.2024 - 04.2025
- Collaborated with General Manager to prepare executive financial reports and streamline operational processes across AAFES facilities.
- Developed systematic filing processes for the organization and upkeep of sensitive administrative records and files.
- Served as the first point of contact for visitors and vendors, ensuring a professional and welcoming environment.
- Managed executive calendars, scheduling meetings and coordinating travel arrangements.
- Organized large-scale events and meetings, overseeing logistics from planning through execution.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Scheduled appointments promptly, ensuring optimal use of executive time while minimizing conflicts or cancellations.
- Managed budgets and expenses, maintaining financial records for accurate reporting and analysis.
Director of Front Office
The Blackstone, Autograph Collection
Chicago, IL
04.2023 - 04.2024
- Managed operational activities for a 335-room luxury hotel, focusing on service quality and reinforcing brand image.
- Owned cross-functional alignment across the Front Office, Housekeeping, Engineering and Revenue teams.
- Reduced guest complaints by 20% by implementing standardized service protocols and escalation pathways.
- Achieved a 10% reduction in labor costs while maintaining guest satisfaction benchmarks.
- Increased upsell revenue by 30% through structured incentive programs and guest experience engagement training and performance trackers.
- Owned labor forecasting, scheduling, and cost controls for guest services while supporting departmental financial reviews.
- Implemented innovative procedures, improving efficiency in check-in and check-out processes.
Front Office Manager & Club Manager
The Langham Chicago
Chicago, IL
04.2022 - 04.2023
- Oversaw daily operations of front office and club lounge at a 316-room luxury property to maintain exceptional service quality and compliance with industry standards.
- Designed and executed training calendars and mock audits, strengthening guest arrival experience and audit readiness.
- Achieved 80% guest satisfaction scores by leading high-impact team development initiatives, including strategic recruitment, performance coaching, and competency-based training programs that align with luxury service expectations.
- Elevated guest satisfaction scores by 20% in Club Lounge through service flow redesign and collaboration with Culinary on upgraded F&B offerings.
- Reduced operational expenses by 10% through inventory control measures while maintaining service levels.
Assistant Operations Manager
Hyatt Centric Magnificent Mile
Chicago, IL
04.2019 - 04.2022
- Streamlined front office processes for a 419-room urban lifestyle property, focusing on delivering a consistently exceptional guest experience.
- Designed and launched a training manual that successfully decreased onboarding duration by 20%.
- Fostered a collaborative team environment that resulted in a 40% increase in staff performance ratings aligned with guest service excellence.
- Proactively handled guest concerns and analyzed guest feedback, maintaining a strong focus on satisfaction, loyalty, and service recovery.
- Coordinated staff schedules and training programs to optimize team performance.
Education
B.S. - Hospitality & Tourism Management
Northern Illinois University
DeKalb, IL12.2019
Skills
- Critical Thinking
- Effective Communication
- Conflict Management
- Attention to Detail
- Labor Optimization, Forecasting & Cost Control
- Budget Oversight & P&L Support
- Inventory Management
- Team Leadership , Coaching & Mentoring
- HotSoS, SnapFix, ADP Payroll, OperaV5, Opera Cloud, MARSHA, Microsoft Office, Excel Spreadsheet, Medallia, Revinate, TrustYou, Hudini, FSPMS, Alice, Task World, Nor1 Optimation, DayForce, UniFocus, Sertifi
- Staff training and development
- Property Management Systems
- Guest Relations Management
- Revenue Management
- Brand Standards Adherence
- Customer Relations
Certification
American Hotel & Lodging Educational Institute – Hospitality Manager Leadership
EARLY CAREER EXPERIENCE
- Hyatt Centric Magnificent Mile – Front Desk Supervisor
- Sonesta Simply Suites (Chicago O’Hare) – Front Desk Agent/ PBX Operator
- Extended Stay America- Housekeeping Supervisor
- Zara- Cashier/ Retail Sales Associate
- Chipotle- Crew Member
- Chick-Fil-A-Front of House Associate
Languages
English
Timeline
Director of Front Office
Fairmont Miramar Hotel & Bungalow
04.2025 - 12.2025
Executive Administrative Assistant
Army & Air Force Exchange Services
05.2024 - 04.2025
Director of Front Office
The Blackstone, Autograph Collection
04.2023 - 04.2024
Front Office Manager & Club Manager
The Langham Chicago
04.2022 - 04.2023
Assistant Operations Manager
Hyatt Centric Magnificent Mile
04.2019 - 04.2022
B.S. - Hospitality & Tourism Management
Northern Illinois University