Keiahna Haynes-Jones
Hilton Garden Inn
Amityville,NY
5
years of professional experience
Results-driven hospitality leader with progressive management experience across Hilton Worldwide and Marriott International properties. Proven success leading front office operations, improving guest satisfaction, and driving operational efficiency in high-volume hotel environments. Experienced in labor management, team development, guest recovery, financial oversight, and cross-department collaboration. Recognized for increasing hotel stay scores from the 50s to consistently achieving scores in the 80s for three consecutive months through strong leadership, service excellence, and operational improvements. Skilled at developing high-performing teams, resolving escalated guest concerns, and supporting overall hotel performance while maintaining brand standards. Seeking an Assistant General Manager, Operations Manager, or Front Office Manager opportunity to contribute strong operational leadership and guest-focused service.
Work History
Front Office Manager
11 Months- Support the General Manager in overseeing daily hotel operations across Front Office, Housekeeping, and Engineering departments to ensure efficient operations and exceptional guest service.
- Lead guest recovery efforts and resolve escalated service concerns professionally and efficiently to protect brand reputation and enhance guest satisfaction.
- Successfully improved the hotel’s guest stay score from the 50s to consistently achieving scores in the 80s for three consecutive months through leadership, service recovery, and operational improvements.
- Manage labor scheduling, staffing coverage, and shift optimization while maintaining brand standards, service quality, and cost control.
- Train, mentor, and coach front desk associates to strengthen service delivery, operational consistency, and team performance.
- Assist with operational reporting, vendor communication, accounts receivable follow up, and invoice processing to support overall hotel financial performance.
Front Office Manager
5 Months- Directed front office operations in a 512-room high-volume airport hotel serving international travelers and airline crews.
- Supervised and developed a team of 15+ front desk agents, bell staff, and concierge personnel.
- Served as primary liaison for airline crew partners, coordinating rooming lists, transportation logistics, and billing accuracy.
- Partnered with senior leadership to streamline workflows, improve operational efficiency, and support labor planning.
- Maintained strong guest satisfaction in a fast-paced hospitality environment.
Dual Front Office Manager
1 Year- Oversaw front office operations across two hotel properties, ensuring consistent service standards and enhancing guest satisfaction.
- Managed scheduling, training, and performance development for front office associates, fostering a high-performing team environment.
- Coordinated with housekeeping, engineering, and sales teams to optimize room availability and group arrivals.
- Resolved escalated guest concerns, maintaining brand compliance and elevating overall service quality.
- Implemented procedures to improve workflow and enhance front office efficiency.
Retail Associate
6 Months- Provided exceptional customer service in fast-paced retail environment, enhancing customer satisfaction.
- Facilitated transactions, organized merchandising, and maintained inventory accuracy to support sales goals.
- Strengthened communication and problem-solving skills through daily customer interactions.
- Created visually appealing merchandise displays to attract customers and promote sales.
- Operated cash register and processed transactions efficiently.
- Collaborated with team members to enhance customer experience.
Front Desk Agent & Group Sales Room Controller
2 Years 5 Months- Managed group room blocks and reservations, optimizing occupancy and enhancing revenue generation.
- Served as liaison between clients, event planners, and hotel departments to coordinate successful group stays.
- Coordinated group billing, rooming lists, and special guest requests, ensuring seamless arrivals for all attendees.
- Supported front office operations with a focus on service excellence and guest satisfaction.
- Collaborated with sales teams on contracts and block adjustments, effectively handling last-minute group changes.
Education
Associate of Applied Science - Hospitality Management
- Graduated cum laude
- Member of Alpha Beta Gamma, 2025
Skills
Property management systems
Guest relations
FOSSE
PEP & MARSHA
Budget management
Scheduling management
Operational efficiency
Timeline
Front Office Manager
Hilton Garden Inn
09.2025 - CurrentRead More
Front Office Manager
TWA Hotel
04.2025 - 09.2025Read More
Dual Front Office Manager
Courtyard by Marriott & Residence Inn by Marriott
03.2024 - 03.2025Read More
Retail Associate
Target
09.2023 - 03.2024Read More
Front Desk Agent & Group Sales Room Controller
Melville Marriott Long Island
04.2021 - 09.2023Read More
Bryant & Stratton College
Associate of Applied Science from Hospitality Management
Read More