Patrick M. George
Mentor
Summary
Seasoned hospitality leader with 8+ years of experience and a B.S. in Hospitality Management, Forbes-trained in luxury service excellence. Proven ability to lead high-performing teams, oversee complex luxury operations, and deliver elevated, personalized guest experiences while resolving challenges with discretion, poise, and precision.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Front Office Manager
Cleveland's Fidelity Hotel
Cleveland
12.2024 - Current
- Led the pre-opening development for the front office and guest experience operations team, establishing a refined, relationship-driven service culture and ensuring full operational readiness by the January 27, 2025 opening date.
- Drove our overall guest satisfaction to #1 rankings across all major guest platforms in 2025, reflecting best-in-class service standards, consistent engagement, and anticipatory service delivery.
- Directed all front office and guest experience operations including labor strategy, recruiting, budgeting, VIP programming, service recovery, and cross-functional coordination to deliver seamless, high-touch experiences.
- Served as executive lead for guest relations and escalation management, achieving 100% resolution of critical service opportunities while building long-term loyalty through personalized service.
Assistant Room Operations Manager
The Ritz-Carlton, Cleveland
Cleveland
11.2022 - 12.2024
- Directed Front Office and Guest Experience operations, leading high-performing teams, enforcing Forbes-level luxury standards, and ensuring seamless, personalized service delivery.
- Oversaw revenue optimization, forecasting, profit & loss, and key performance metrics (HPOR, CPOR), driving operational efficiency and generating $300,000+ in incremental upsell revenue YTD.
- Recruited, trained, and developed top talent, fostering a culture of excellence, accountability, and elevated guest engagement.
- Managed cross-departmental operations including exclusive club/lounge experiences, event execution, and service recovery, consistently exceeding guest expectations and building loyalty.
Assistant Front Office Manager
Hawthorne Hotel
Salem
07.2021 - 12.2022
- Assumed leadership of Front Office operations in the manager's absence, ensuring seamless daily operations, high guest satisfaction, and service excellence.
- Managed staffing, scheduling, payroll, labor costs, and inventory, optimizing operational efficiency and team performance.
- Oversaw guest feedback, social media reviews, and third-party commission processes, driving service recovery and brand reputation management.
- Provided revenue and occupancy forecasting, collaborating on action plans to maximize revenue and strengthen operational performance.
Front Desk Supervisor/Manager on Duty
Kimpton Hotels
Cleveland
08.2020 - 07.2021
Front Desk Supervisor
Hotel Lafayette
Buffalo
08.2018 - 05.2020
Front Desk Agent
Villa d'Este
Cernobbio
05.2019 - 08.2019
Education
Bachelor of Science - Hospitality Management
Niagara University
Lewiston, NY01.2020
High School Diploma -
Saint Ignatius High School
Cleveland, OH01.2016
Skills
- Guest satisfaction
- Revenue optimization
- Labor strategy
- Service recovery
- Performance metrics
- Customer relationship management
Certification
ServSafe
Timeline
Front Office Manager
Cleveland's Fidelity Hotel
12.2024 - Current
Assistant Room Operations Manager
The Ritz-Carlton, Cleveland
11.2022 - 12.2024
Assistant Front Office Manager
Hawthorne Hotel
07.2021 - 12.2022
Front Desk Supervisor/Manager on Duty
Kimpton Hotels
08.2020 - 07.2021
Front Desk Agent
Villa d'Este
05.2019 - 08.2019
Front Desk Supervisor
Hotel Lafayette
08.2018 - 05.2020
Bachelor of Science - Hospitality Management
Niagara University
High School Diploma -
Saint Ignatius High School