Melissa Gomez
Charlotte,USA
Summary
Accomplished Hospitality Executive experienced in hotel operations, team development, and financial management. Drove profitability and enhanced guest service through effective mentorship of management teams across multiple locations. Committed to safety and compliance in F&B operations, leveraging leadership and problem-solving skills to maximize employee engagement and drive organizational success.
Overview
1
1
Certification
3
3
years of post-secondary education
27
27
years of professional experience
Work History
Dual Front Office Manager
Chartwell Hospitality
Charlotte, North Carolina
06.2026 - Current
- Managed front desk operations and guest services for Chartwell Hospitality properties.
- Oversaw daily front office operations, ensuring smooth guest interactions through efficient greeting, call handling, and email responses.
- Supervised scheduling and training of front office staff to ensure service excellence.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Implemented check-in and check-out procedures to streamline guest processing times.
- Facilitated interdepartmental communication to improve guest experiences and operational efficiency.
- Resolved guest complaints promptly, maintaining a high level of customer satisfaction.
- Created and updated standard operating procedures for front office operations to standardize service quality.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Analyzed daily reports such as occupancy rate reports, revenue reports, prepared by subordinates.
- Analyzed customer feedback data to identify areas of improvement.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Created and optimized employee schedules for shift coverage.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Managed inventory levels for supplies used at the front desk such as stationery items, key cards.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
Dual Housekeeping Manager Task Force
Chartwell Hospitality
Charlotte, NC
03.2026 - 06.2026
- Supervised daily housekeeping operations for multiple properties within the hospitality sector.
- Developed housekeeping schedules to ensure timely room readiness for guests.
- Conducted inspections to maintain high cleanliness standards across all areas.
- Trained and mentored staff on cleaning techniques and safety protocols.
- Managed inventory of cleaning supplies and equipment for efficient operations.
- Acquired cleaning supplies, linens, chemicals, and amenities to sustain operational efficiency.
- Developed and implemented housekeeping policies and procedures to ensure efficient operations.
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
- Collaborated with other departments to address guest needs and requests promptly.
- Conducted regular meetings with housekeeping staff to discuss performance issues.
- Resolved staff conflicts and facilitated a positive team environment in housekeeping.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
Assistant General Manager
Drury Inn & Suites Hotel
Charlotte, USA
04.2011 - 11.2025
- Spearheaded property financial health by participating in yearly budgets and conducting monthly reviews of Profit & Loss reports for the property.
- Led annual budget development and monthly Profit & Loss reviews to enhance property financial health.
- Provided expert leadership across all hotel departments, taking the lead on delivering exceptional guest service.
- Monitored and improved key business metrics in quality, service, and profitability while fostering team collaboration.
- Acted as a Regional Trainer by training and mentoring managers for different Drury Inn & Suites locations.
- Trained, developed, and coached team members to achieve success in their respective roles.
- Managed inventory orders and opened new Kitchen Bar, implementing operational procedures that met F&B safety standards.
Store Manager
Justice Tween Brands
Charlotte, USA
05.2007 - 10.2009
- Oversaw day-to-day operations, scheduling, and hiring, while consistently meeting company standards and target budgets.
- Prioritized customer service by managing marketing strategies and stock levels to drive sales growth.
- Led team building, hiring, and addressing staff issues while prioritizing development and cross-training of staff.
- Led team building and hiring, addressing staff issues while emphasizing development and cross-training initiatives.
- Facilitated the opening of new Justice stores in the district and training new management teams.
Assistant Manager Retail
Gap Inc.
Charlotte, USA
09.1999 - 10.2006
- Achieved sales goals by utilizing corporate tools and implementing new corporate programs.
- Created positive work environment and provided clear direction to team, enhancing customer engagement.
- Oversaw multiple departments to ensure efficient operations, executing the placement of both new and old merchandise.
- Promoted from a part-time employee to Assistant Manager based on performance and leadership ability.
Education
Elementary Education -
University of North Carolina Wilmington
Wilmington, NC 09.1999 - 11.2001
Elementary Education -
Western Carolina University (WCU)
Cullowhee, NC 08.1997 - 01.1998
Skills
- Front desk operations
- Guest services management
- Standard operating procedures
- Reservation management
- Guest relations
- Staff scheduling
- Schedule management
- Quality assurance
- Budget management
- Revenue management
- Cost control
- Client relationship management
- Customer service
- Exceptional customer support
- Conflict resolution
- Issue handling
- Complaint handling
- Problem solving
- Training and development
- Staff training
- Training and coaching
- Team leadership
- Team management
- Staff management
- Employee supervision
- Conflict management
- Effective communication
- Strong leadership
- Time management
- Scheduling and calendar management
- Hotel information
- Scheduling and calendar management
Certification
- ServeSafe Food Manager Certification
- ServeSafe Alcohol Certification
- CPR Certified (Life-saving skill highly valued in public-facing roles)
- Workshop: 7 Habits of Highly Effective People (Demonstrates commitment to personal and professional leadership development)
Timeline
Dual Front Office Manager
Chartwell Hospitality
06.2026 - Current
Dual Housekeeping Manager Task Force
Chartwell Hospitality
03.2026 - 06.2026
Assistant General Manager
Drury Inn & Suites Hotel
04.2011 - 11.2025
Store Manager
Justice Tween Brands
05.2007 - 10.2009
Elementary Education -
University of North Carolina Wilmington
09.1999 - 11.2001
Assistant Manager Retail
Gap Inc.
09.1999 - 10.2006
Elementary Education -
Western Carolina University (WCU)
08.1997 - 01.1998