Summary
Overview
Work History
Education
Skills
Timeline
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Marissa Mailley

Nashville,TN

Summary

Service-oriented management professional recognized for maintaining high standards and achieving exceptional results. Proven track record in optimizing service processes and enhancing team performance underscores a commitment to excellence. Strong focus on collaboration and adaptability ensures reliable support in dynamic environments while fostering flexibility. Expertise in team leadership and customer relationship management drives success and builds lasting partnerships.

Overview

6
6
years of professional experience

Work History

Regional Hospitality and Service Manager

Expansive Workspace
09.2023 - Current
  • Oversee daily operations and provide leadership to Community Hospitality Managers across 13 locations, ensuring consistent service delivery and operational excellence.
  • Manage recruitment, hiring, and onboarding of new team members to support regional growth and performance.
  • Review and analyze monthly NOI for each location; Collaborate with sales, asset management, and facilities teams to optimize revenue performance and improve customer satisfaction.
  • Facilitate monthly cross-departmental performance calls with sales, asset management, and facilities analyzing forward revenue, retention risk, and building issues.
  • Manage client escalations and developed success plans to drive long-term retention and adoption across 13 sites.
  • Lead operational readiness for new location launches, including team hiring, onboarding, systems setup, and cross-functional coordination to ensure on-time center openings.

Area Operations Manager

Expansive Workspace
04.2022 - 09.2023
  • Supported Community Managers with daily operations for 6–8 locations while promoting new initiative rollouts and systems training across teams.
  • Maintained oversight of accounts receivable, client escalations, and compliance with internal policies and procedures.
  • Acted as subject matter expert for Yardi Kube, delivering platform training and performance reporting.

Community Manager

Expansive Workspace
06.2021 - 04.2022
  • Directed client-facing operations for a 7-floor building with over 100 tenants, balancing hospitality service with facilities management.
  • Spearheaded client onboarding, billing, vendor coordination, and issue resolution to ensure seamless experiences.
  • Generated leads through referrals, local engagement, and broker relationships.

Director of Guest Services

Omni Hotels and Resorts
08.2019 - 05.2021
  • Supervised daily operations of 20+ guest services associates; improved labor efficiency while ensuring elite service standards.
  • Coordinated room drops, special group needs, and transportation services based on group contracts.
  • Partnered with Front Office and F&B teams to resolve cross-departmental service issues and elevate guest experience.
  • Leveraged Medallia to track Net Promoter Score (NPS) and respond to client feedback, driving improvements and operational excellence.

Education

Bachelor of Arts - Hospitality Management

Mercyhurst University
Erie, PA
01.2012

Skills

  • Yardi Systems & MRI Real Estate Software
  • Hubspot CRM & Freshdesk
  • G Suite & Microsoft Office Suite
  • ButterFlyMX & Aircall
  • Bill, Send and Expense
  • Kronos
  • Team Leadership & Cross-functional Collaboration
  • Escalation & Conflict Resolution
  • Operational Strategy & Budgeting
  • Customer Success Leadership & Strategy
  • Hospitality Operations & Client Experience
  • Vendor Management

Timeline

Regional Hospitality and Service Manager

Expansive Workspace
09.2023 - Current

Area Operations Manager

Expansive Workspace
04.2022 - 09.2023

Community Manager

Expansive Workspace
06.2021 - 04.2022

Director of Guest Services

Omni Hotels and Resorts
08.2019 - 05.2021

Bachelor of Arts - Hospitality Management

Mercyhurst University

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Marissa Mailley