Open To Work
Michael K. Justice
Madison,NC
Summary
Dynamic Front Desk Manager at Raleigh Marriott City Center with a proven track record in guest relations and operational efficiency. Expert in staff training and conflict resolution, enhancing customer satisfaction and retention. Successfully optimized reservation management, resulting in improved service delivery and a positive team environment.
Overview
18
18
years of professional experience
Work History
Front Desk Manager
Raleigh Marriott City Center
Raleigh, NC
04.2025 - Current
- Oversaw daily front desk operations, ensuring exceptional guest service and satisfaction.
- Maintained positive customer relations by proactively addressing issues and implementing effective solutions.
- Resolved guest complaints effectively, improving overall experience and retention rates.
- Trained and mentored front desk staff on customer service protocols and hotel policies, ensuring consistent service standards.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Conducted regular performance evaluations of front desk staff, fostering professional development.
- Managed reservations system, optimizing room allocation based on occupancy trends.
- Cultivated positive rapport with employees, enhancing morale and supporting retention efforts.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Oversaw daily activities at 401-room conference center in downtown Raleigh, NC.
Front Desk Supervisor/Manager on Duty
Embassy Suites Greensboro Airport
Greensboro, NC
05.2024 - 04.2025
- Managed daily functions at full-service hotel with 219 rooms and expansive event space of 13,000 sq/ft.
- Managed daily activities in 219-room hotel catering to airport travelers in Greensboro, NC.
- Delivered exceptional customer service through engagement and genuine interest in guest needs.
- Resolved guest issues effectively through proactive problem recovery strategies.
- Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests.
- Trained and guided front desk team, addressing issues and providing coaching to maintain high service standards.
- Trained new front desk agents to deliver exceptional customer service.
Guest Services Agent/Bartender
Springhill Suites by Marriott Greensboro Airport
Greensboro, NC
01.2024 - 04.2024
- Greeted guests upon arrival, ensuring a warm welcome and offering tailored assistance.
- Facilitated guest check-ins and addressed account inquiries.
- Responded to all customer inquiries thoroughly and professionally.
- Investigated guest challenges and sources of dissatisfaction, delivering timely resolutions to enhance overall guest satisfaction.
- Provided guest assistance with personalized recommendations for tourist attractions, enriching their stay and experience.
- Processed cash and credit payments rapidly and accurately.
- Managed strict beverage control to minimize waste.
- Take and/or process orders for drinks; mix, garnish, and present drinks using standard ingredient recipes; practice prudent portion control.
- Managed operations at 103-suite airport hotel in Greensboro, NC.
Guest Services Agent/Bartender
SpringHill Suites by Marriott Wilmington Mayfaire
Wilmington, NC
05.2018 - 12.2019
- Oversaw guest services at 120-suite coastal hotel in Wilmington, NC.
- Greeted guests upon arrival, providing personalized assistance to enhance their stay.
- Facilitated guest check-ins and addressed account inquiries.
- Responded to all customer inquiries thoroughly and professionally.
- Investigated guest challenges and resolved issues promptly to improve guest satisfaction.
- Provided guest assistance, including recommendations for tourist attractions.
- Processed cash and credit payments rapidly and accurately.
- Managed strict beverage control to minimize waste.
- Takes and/or processes orders for drinks; mixes, garnishes, and presents drinks using standard ingredient recipes; practices prudent portion control.
Conversion Crew
SMG Wilmington Convention Center
Wilmington, NC
08.2017 - 07.2018
- Supervised labor crew to ensure timely completion of duties according to CPC standards.
- Executed setup and teardown of staging, risers, chairs, bleachers, house drapes, carpeting, portable flooring, hockey dashers, ice making, and boxing rings for events.
- Organized equipment storage in designated areas for quick access and efficiency.
- Must have the ability to read and follow verbal and written instructions as well.
Faculty/Coordinator for Public Safety Education Programs
Lenoir Community College
Kinston, NC
02.2015 - 07.2017
- Connect the subject matter with related fields.
- Stay current in the subject matter through professional development, involvement in professional organizations, and attending professional meetings, conferences, and/or workshops.
- Learn and use technology to enhance teaching and the educational experience when appropriate.
- Teach a course load appropriate to the teaching discipline.
- Plan and organize instruction in ways that maximize student learning.
- Employ appropriate teaching and learning strategies to communicate subject matter to students.
- Modify, where appropriate, instructional methods and strategies to meet diverse student needs.
- Employ available instructional technology, i.e., the Internet, interactive technology, etc., when appropriate.
- Encourage the development of communication skills and higher-order thinking skills through appropriate student assignments.
- Contribute to the selection and development of instructional materials in accordance with course objectives.
- Establish and follow meaningful learning objectives.
- Develop and explain methods that fairly measure student progress toward course objectives.
- Evaluated student performance consistently and returned assignments promptly to support maximum learning outcomes.
- Maintain accurate records of student progress and submit final grades each semester according to established deadlines.
- Delivered instruction for credit and non-credit courses in the teaching discipline.
- Maintained regular office hours to enhance accessibility for colleagues and students seeking advisement and consultation.
- Serve as faculty academic advisor for students.
- Prepared and submitted syllabi and course outlines for all assigned sections, ensuring alignment with program and divisional policies.
- Substitute for other instructors in the teaching discipline in case of an absence.
- Exercise stewardship of college facilities, materials, and resources.
- Comply with responsibilities as cited in the Lenoir Community College Catalog, Faculty Handbook, Handbook for Distance Education, Policy Manual, and Procedures Manual.
Region 8 Business Development Manager
Air Methods
Denver, CO
12.2013 - 01.2015
- Directed business development initiatives in North Carolina, fostering growth and expanding market presence.
- Developed strategic partnerships with healthcare organizations and stakeholders.
- Cultivated client relationships to drive satisfaction and enhance retention of existing accounts.
- Collaborated with cross-functional teams to enhance customer outreach and engagement efforts.
- Facilitated presentations to effectively showcase services and capabilities, enhancing client understanding and engagement.
- Engaged in tradeshows and conferences to establish connections with prospective clients.
- Delivered critical air medical services across the United States to support healthcare needs.
Regional Manager
Ministry Spirit Medical Transportation
Marshfield, WI
05.2012 - 12.2013
- Regional Manager for hospital-based air/ground transport team.
- Oversaw 40 employees, 1 rotor-wing aircraft, 3 critical care ground ambulances, and 2 paramedic QRVs.
- Oversees the day-to-day operation of staff at two or more MTS bases.
- Performed HR actions by interviewing and hiring staff, conducting employee evaluations, and enforcing disciplinary measures.
- Performed interviews, hired staff, managed performance, and completed evaluations for all program personnel.
- Prepares an annual capital and operating budget for the region.
- Accounts for cost overruns and maintains the bottom line within the budget framework.
- Develops and monitors an effective billing process.
- Gathered all relevant information for patient billing and facilitated timely billing.
- Coordinated activities with Medical Director, Clinical Manager, Base Supervisors, and System Director on medical personnel, policies, procedures, supplies, equipment, departmental goals, and quality management.
- Provides input to clinical components of medical crew performance appraisals in cooperation with the Medical Base Supervisor and Clinical Manager.
- Established communication and provided program updates to community agencies, support groups, and health care providers to facilitate approval process.
- Monitors staff involvement in educational presentations designed to promote programs within the community.
- Collaborates on problem-solving and follow-up on operational issues with the appropriate personnel.
- Conducts regularly scheduled meetings with staff and management personnel.
- Directs and oversees the development of initial and ongoing clinical education, including, but not limited to, outreach clinical education.
- Coordinates with physician medical directors to develop and implement clinical care.
- Directs and oversees all issues related to HIPAA and CMS compliance.
- Directs and oversees all clinical risk management.
- Directs and oversees all clinical Quality Management/Process Improvement activities.
- Ensures adherence and compliance with air transport and emergency.
Chief Flight Paramedic
EastCare Critical Care Transport
Greenville, NC
03.2008 - 05.2012
- Chief Flight Paramedic for CAMTS-accredited hospital-based air/ground transport team.
- Oversaw a team of 130 employees with 5 Shift Supervisors.
- Direct oversight of 3 rotor wing aircraft, six critical care ground, one advanced life support and three basic life support ambulances, and the EastCare Communications Center.
- Total yearly operating budget exceeding $23 million.
- Managed daily operations through planning, directing, controlling, and coordinating activities.
- Coordinated staff schedules to ensure 24/7 coverage for operations.
- Oversaw the facility's appearance, function, and maintenance.
- Proposed enhancements to facility infrastructure.
- Researches cost and options and makes recommendations to the Administrator.
- Coordinates vehicle fleet maintenance and issues within the region.
- Ensured availability of equipment and stock for regional operations.
- Coordinates preventive maintenance of medical equipment.
- Monitors levels of medical equipment for use at satellite bases.
- Takes action to ensure sufficient medical and operational equipment is available.
- Collaborates with regional healthcare and EMS agencies to assure quality service delivery.
- Follows up as appropriate on operational/system issues.
- Developed and implemented corrective action plans to enhance customer service.
- Assists Administrator and legal with maintaining current contracts.
- Identifies and reports any issues related to regional operations.
- Supervises, evaluates, commends, disciplines, supports staff and holds staff accountable for job description along with policy and procedures.
- Assists Chief Flight Nurse with interviewing and hiring staff for regional operations.
- Maintains current documentation of staff performance and utilizes conflict management.
- Participates in the performance review process of medical crews.
- Anticipates budgetary needs for regional operations.
- Reviews and provides input on operating budget development, including anticipated labor and other medical equipment needs.
- CAMTS-accredited hospital-based air/ground transport team
Education
Hospitality Revenue Management Certificate -
04-2025
Certified Front Desk Representative -
01-2024
Bachelor of Science - Emergency & Disaster Management
01-2012
A.A.S. - Emergency Medical Science
01-2004
GPA: Graduated with honors
General Education Diploma -
01-1993
Skills
- Reservation management
- Guest services management
- Event coordination
- Operational efficiency
- Operations oversight
- Customer service
- Conflict resolution
- Emergency response planning
- Staff training
- Professional demeanor
- Guest relations
Accomplishments
- First Chief Flight Paramedic at ECU Health/EastCare
- ECU Health Allied Health Employee of the Year - 2005
- Springhill Suites Greensboro Airport Employee of the Month - 02/2024
Volunteer Experience
- Carolina Boxer Rescue - Complete home visits for potential foster volunteers and adopters. Also assisted with the transport of animals between shelters and foster homes.
- Volunteer Fire/Rescue/EMS - 10 years of volunteer service to my community from 1990 to 2000.
Awards
- EastCare Paramedic of the Year - 2005
- Pitt County Memorial Hospital, Emergency & Transport Allied Health Professional of the Year - 2005
- Springhill Suites Greensboro Airport Employee of the Month - 02/2024
Professional Presentations
- Computer Charting and Dispatching; Our Link to the Future, Air Medical Transport Conference, 09/01/05, Austin, Texas
- What Were They Thinking?, Air Medical Transport Conference, 10/01/10, Ft. Lauderdale, Florida
Software Proficiency
- FOSSE
- FSPMS
- OnQ
- Salesforce - GXP
- Sertifi
- Freedom Pay
- Canary
- UKG
- Kronos
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$56000/yr - $200000/yrTimeline
Front Desk Manager - Raleigh Marriott City Center
04.2025 - Current
Front Desk Supervisor/Manager on Duty - Embassy Suites Greensboro Airport
05.2024 - 04.2025
Guest Services Agent/Bartender - Springhill Suites by Marriott Greensboro Airport
01.2024 - 04.2024
Guest Services Agent/Bartender - SpringHill Suites by Marriott Wilmington Mayfaire
05.2018 - 12.2019
Conversion Crew - SMG Wilmington Convention Center
08.2017 - 07.2018
Faculty/Coordinator for Public Safety Education Programs - Lenoir Community College
02.2015 - 07.2017
Region 8 Business Development Manager - Air Methods
12.2013 - 01.2015
Regional Manager - Ministry Spirit Medical Transportation
05.2012 - 12.2013
Chief Flight Paramedic - EastCare Critical Care Transport
03.2008 - 05.2012
Cornell University - Hospitality Revenue Management Certificate,
American Hospitality & Lodging Educational Institute - Certified Front Desk Representative,
Western Carolina University - Bachelor of Science, Emergency & Disaster Management
Davidson County Community College - A.A.S., Emergency Medical Science
South Stokes High School - General Education Diploma,