Megan Johnson

• Interview, hire, train, support, coach, and mentor the department managers and their teams.
• Increased guest satisfaction score from red zone to yellow in the second wave of 2024.
• Achieved a clear BSA score for 2025.
• Exceeded budgeted expectations by $49K for 2024.
• Established successful employee turnover and retention strategies to improve culture, boost employee experience, and enhance guest satisfaction.
• Negotiated contracts with vendors and suppliers, securing cost-effective services and products.
• Conducted regular staff meetings to communicate objectives, updates, and gather feedback.

• Maintain all duties from front office manager position while taking on additional responsibilities.
• Conduct daily meetings with front desk, kitchen, maintenance, and housekeeping personnel to discuss arrivals, special requests, and operational challenges.
• Administer new hire paperwork and maintain employee files.
• Research and process all chargeback requests.

Front Office Manager / July 2021 - August 2022

• Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
• Interviewed, onboarded, developed and oversaw daily activities of front desk agents & kitchen staff.
• Monitors daily banking transactions.
• Oversee all aspects of the food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.

• Delegated daily tasks to employees to manage resources, and meet deadlines.
• Established and implemented new procedures for standard housekeeping scheduling.
• Supervised hotel operations, including room cleanliness projects, employee tasks, performance, and adherence to safety standards.
• Managed a team of employees, daily progress reports, and overall department planning.

• Handled customers' emergency needs to resolve water problems and resulting damages.
• Worked closely with field technicians, homeowners, and insurance adjusters to design effective mitigation schedules, maintaining customer satisfaction, and meeting deadlines.
• Organized workloads to streamline tasks, and efficiently oversee day-to-day operations under tight deadlines.

Front Office Manager, March 2019 – September 2020.

• Managed weekly payroll and submitted reports to General Manager
• Managed F&B operations for an extended-stay hotel with a relentless focus on hospitality and gracious guest service.
• Generated financial statements and reports detailing accounts receivable status.
• Responsible for recruiting, hiring, and training all new employees at the front desk and kitchen.

Director of Rooms, February 2016 – March 2019.

• Planned, organized, and developed the overall operation of the housekeeping department.
• Assured that the highest degree of quality and guest satisfaction was maintained at all times.
• Actively motivated the department and the progress of each team member on a daily basis through positive affirmation and encouragement.

Executive Housekeeping Manager, November 2013 – December 2015.

• Hands-on role with a full interior renovation of Gen 1 Residence Inn.
• Responsible for staffing, scheduling, training, and developing a team of 20+.
• Maintaining high quality and standards for hotel cleanliness

Customer Service Agent / March 2011 - November 2013

• Succeeded in multiple positions prior to the management promotion.
• Highly skilled in the areas of Food and Beverage, Front Desk, and Maintenance.
• Managed a high volume of inbound and outbound customer calls.