Marisha Stewart
Austin
Summary
Hospitality operations leader with 8+ years of progressive experience in Rooms and Front Office leadership within upscale and lifestyle-adjacent hotels. Currently operating at Hotel Manager scope for a 317-room property, with a focus on Front Office, Guest Services, and operational coordination across Housekeeping, F&B, Engineering, and Finance. Proven ability to stabilize teams, optimize labor, elevate guest satisfaction, and lead brand transitions. Experienced in pre-opening environments, rebranding initiatives, and high-volume operations. Prepared to bring operational discipline, team development, and guest-centric leadership to a Director of Front Office role.
Overview
8
8
years of professional experience
Work History
Hotel Manager (Front Office & Operations)
Austin Southpark Hotel
09.2023 - Current
- Lead day-to-day Front Office operations and Guest Services while partnering with Housekeeping, F&B, Engineering, and Finance.
- Directed associate development initiatives, improving team retention by 20% and guest service scores by 24%.
- Restructured staffing models, reducing contract labor 100% in Security and 45% in Front Office over five months while maintaining service and safety standards.
- Managed operational budgets and labor performance to meet or exceed financial goals.
- Served as a key leader during hotel transition and brand system changes, ensuring operational continuity and compliance.
Manager On Duty/Front Office Supervisor
Marriott San Antonio Airport
05.2022 - 09.2023
- Oversaw Front Office operations during MOD shifts, including collaboration with Housekeeping, F&B, and Engineering.
- Mentored 10+ associates and leaders, contributing to a 20% increase in internal promotions.
- Ensured consistent QA and brand compliance across Front Office and guest touchpoints.
Front Office Supervisor
Sonesta ES Suites San Antonio
01.2021 - 05.2022
- Led Front Office operations while coordinating with other departments to ensure service excellence.
- Implemented a loyalty recognition program, increasing engagement by 80%.
- Supported property rebranding and operational transitions.
Guest Experience Expert
RESIDENCE INN DOWNTOWN ALAMO PLAZA
01.2018 - 01.2021
- Improved guest satisfaction by 30% through service protocol enhancements and personalized guest engagement
- Received Spirit to Serve Award and recognition for top enrollment performance
- Led certified training programs supporting onboarding and service consistency
Guest Service Representative
ALOFT SAN ANTONIO AIRPORT
11.2017 - 02.2020
- Delivered high-volume Front Office guest services and improved cross-department efficiency by 20%.
- Implemented structured communication with key departments to streamline arrivals and departures.
Education
Bachelor of Science - Hospitality Management
Johnson & Wales University
Providence, RI12-2027
Skills
- Front Office & Rooms Operations
- Labor Management & Cost Optimization
- Team Development & Retention
- Guest Experience Strategy & Service Excellence
- Pre-Opening & Brand Transition Leadership
- Cross-Departmental Collaboration
- Property Management Systems: Opera, FSPMS, FOSSE, MEWS, PEP, Salesforce
Timeline
Hotel Manager (Front Office & Operations)
Austin Southpark Hotel
09.2023 - Current
Manager On Duty/Front Office Supervisor
Marriott San Antonio Airport
05.2022 - 09.2023
Front Office Supervisor
Sonesta ES Suites San Antonio
01.2021 - 05.2022
Guest Experience Expert
RESIDENCE INN DOWNTOWN ALAMO PLAZA
01.2018 - 01.2021
Guest Service Representative
ALOFT SAN ANTONIO AIRPORT
11.2017 - 02.2020
Bachelor of Science - Hospitality Management
Johnson & Wales University