Joi M. Neely- CHS
Romulus,MI
Summary
Experienced Hospitality Supervisor with a strong background in front office operations and guest relations. Currently an Assistant Front Office Manager, excelling in team leadership, service recovery, and operational efficiency. Committed to enhancing guest experiences and developing high-performing teams in dynamic hospitality settings.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Sheraton Hotels
Romulus, Michigan
11.2025 - Current
- Lead, supervise, and support front desk associates while fostering teamwork, accountability, and a positive guest-focused culture
- Support daily front office operations in a high-volume, full-service Marriott property, ensuring exceptional guest service and operational efficiency
- Handle guest concerns, complaints, and service recovery situations professionally to maintain guest satisfaction and brand standards
- Collaborated with Front Office Manager to enhance departmental performance and guest experience through streamlined operational procedures
- Monitor daily front office operations, ensuring compliance with Marriott policies, procedures, and service expectations
- Coached and guided team members, delivering performance feedback to foster employee development and service excellence
- Serve as Manager on Duty in the absence of the Front Office Manager, assisting with operational decision-making and problem resolution
- Communicated with guests, leadership teams, and other hotel departments to facilitate smooth daily operations and ensure guest satisfaction
- Participate in departmental meetings and contribute to continuous improvement initiatives focused on guest experience and service quality
- Assisted VIP arrivals and airline crews, ensuring professionalism during high-volume guest interactions.
Resident and Enrollment Specialist
Grosse Pointe Public School
Grosse Pointe Woods
07.2016 - 11.2025
- Directed residency investigations and case file management, collaborating with administrators on inquiries and student removals to uphold district standards.
- Managed systems for collecting, verifying, and completing enrollment paperwork, ensuring accuracy and compliance with district policies to support streamlined enrollment processes.
- Coordinated family communications and appointments via Calendly, sending timely reminders to enhance follow-up efficiency.
Education
Associate Degree in Business Management - Hospitality
Oakland Community College
Auburn Hills, MI05-2026
Certifications & Training - Hospitality
Hospitality Training Institute of Michigan (HTIM)
Livonia, MI06-2025
Skills
- Front office management
- Hospitality operations
- Guest Relations & Service Recovery
- Complaint resolution
- Conflict Resolution & Problem Solving
- Quality assurance
- Brand standards compliance
- Customer loyalty
- Operational coordination
- Employee training
- Team leadership
- Multitasking in Fast-Paced Hospitality Environments
- Safety compliance
- Office suite proficiency
- Administrative support
- Interpersonal skills
Accomplishments
- Honor Society: Phi Theta Kappa
- The National Society Of Leadership and Success
Certification
- ServSafe® Manager Certification, National Restaurant Association – May 2025
- ServSafe Alcohol Certification, National Restaurant Association – May 2025
- Certified Hospitality Supervisor (CHS), American Hotel & Lodging Educational Institute (AHLEI) June 2025
- Hospitality Business Management Certificate, Hospitality Training Institute of Michigan (HTIM) June 2025
- Certified Guest Service Professional (CGSP®), American Hotel & Lodging Educational Institute (AHLEI) April 2025
Timeline
Assistant Front Office Manager
Sheraton Hotels
11.2025 - Current
Resident and Enrollment Specialist
Grosse Pointe Public School
07.2016 - 11.2025
Associate Degree in Business Management - Hospitality
Oakland Community College
Certifications & Training - Hospitality
Hospitality Training Institute of Michigan (HTIM)