Madison Fitzhugh
Naples,FL
Overview
8
8
years of professional experience
Work History
Front Office Manager
Hyatt Vacation Club at Coconut Cove
Bonita Springs, FL
09.2025 - Current
- Oversee and run the Front Office Department ensuring all aspects of the day to day operation exude success.
- Oversaw departmental budget exceeding $200k while executing initiatives to optimize cost savings.
- Enhanced guest satisfaction scores by 15% year-to-date through development of memorable experiences and proactive resolution of concerns.
- Facilitated direct communication with guests before and during their stay to anticipate needs and ensure a seamless experience.
- Assist in the development of marketing initiatives to drive increased revenue from the various resort outlets.
- Conduct thorough employee evaluations, identifying opportunities for professional growth, training, and development.
Front Desk Manager
Marriott's Crystal Shores
Marco Island, FL
07.2024 - 08.2025
- Oversaw operations as manager on duty during both morning and evening shifts at the resort.
- Analyzed occupancy trends, guest satisfaction scores, and operational metrics.
- Coordinated daily operations of front office, focusing on seamless handling of reservations, billing processes, and room assignments.
- Established performance metrics and recognition systems to enhance accountability and foster pride in work.
- Facilitated recruitment, training, and onboarding processes for new associates.
- Achievements:
- 2025: Maintained GSS scores above the mandated OSAT goal for 5 consecutive months, 100% Engagement score and 100% management score in Pulse Survey, nominated for Leader of the Quarter in Q1, volunteered as the resort’s Intern Champion and Cultural Champion, and led planning and executing of resort Associate Appreciation week.
- 2024: 87% QA Audit score, 90% Overall Associate Engagement Score, Voted Leader of the Quarter in Q4.
Management Development Program
Marriott's Crystal Shores
Marco Island, FL
07.2023 - 06.2024
- Assumed a managerial role as I rotated through the Housekeeping, Front Desk, and Food and Beverage departments.
- Housekeeping: led a team of over 100 people; built team morale, fostered inclusive communication, drove performance aligned with Marriott’s brand and cleanliness standards, and understanding of Main Linen Room functions to include strategically preparing the daily breakouts.
- Front Desk: Demonstrated comprehensive expertise across all Front Office roles, including GSA, Pre-arrival, Night Audit, Rooms Control, and Front Desk Manager.
- Food and Beverage: Managing inventory, vendor relationships, cost controls to optimize profitability, and delivering consistent, high-quality products and service.
Secretary of State Intern
Delaware Department of State
Dover, DE
02.2023 - 05.2023
Communications Intern
City Of Newark DE
Newark, DE
09.2022 - 05.2023
Server, Host, Front Counter, Expeditor
Franco's Pizza and Pasta
Dover, DE
01.2019 - 05.2023
Front Desk Intern
Marriott's SurfWatch
Hilton Head, SC
05.2022 - 08.2022
- Oversaw front desk operations and ensured seamless guest check-in/check-out process in alignment with Brand and Quality Standards.
- Led coordination between housekeeping and maintenance teams to resolve guest issues promptly.
Pro Shop Concierge
Wild Quail Golf and Country Club
Camden, DE
05.2018 - 01.2019
Education
BA - Public Relations Minors: Organizational and Community Leadership, Political Communication
University of Delaware
Newark, DE05-2023
Skills
- Operations management
- Budgeting and finance
- Project management
- Guest Experience Optimization
- Team Leadership and Coordination
- Conflict Resolution
- Staff Training and Development
- Microsoft, FSPMS, MARSHA, RCC, TSW, Asgard, Concur, Squirrel, Birch Street, Freedom Pay, Clover, Workday, Qualtrics, and Medallia Concierge Systems
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Front Office Manager
Hyatt Vacation Club at Coconut Cove
09.2025 - Current
Front Desk Manager
Marriott's Crystal Shores
07.2024 - 08.2025
Management Development Program
Marriott's Crystal Shores
07.2023 - 06.2024
Secretary of State Intern
Delaware Department of State
02.2023 - 05.2023
Communications Intern
City Of Newark DE
09.2022 - 05.2023
Front Desk Intern
Marriott's SurfWatch
05.2022 - 08.2022
Server, Host, Front Counter, Expeditor
Franco's Pizza and Pasta
01.2019 - 05.2023
Pro Shop Concierge
Wild Quail Golf and Country Club
05.2018 - 01.2019
BA - Public Relations Minors: Organizational and Community Leadership, Political Communication
University of Delaware