Pommery Ann Donohue

• Supervise daily front office operations, including guest services, front desk, and bell staff support.
• Lead and mentor front desk associates to ensure exceptional guest service and operational efficiency.
• Streamlined check-in and check-out procedures, reducing guest wait times and improving satisfaction.
• Collaborate with housekeeping, engineering, security, and management teams to coordinate guest accommodations and resolve service issues promptly.
• Train and onboard new team members on front office systems, procedures, and hospitality standards.
• Support departmental financial performance while maintaining high guest satisfaction scores.
• Ensure compliance with safety standards and company policies within front office operations.

• Coordinated room assignments based on guest preferences and operational availability.
• Managed pre-arrival processes, including reservation verification, billing adjustments, and guest accommodations.
• Oversaw group arrivals, room blocking, duplicate reservation reviews, and rate verification.
• Processed guest check-ins/check-outs while maintaining accuracy in payments and documentation.
• Communicated effectively with operational departments to ensure smooth guest experiences.
• Resolved guest concerns efficiently while maintaining professional service standards.

• Delivered exceptional guest service in a high-volume resort environment.
• Assisted guests with reservations, billing inquiries, check-ins, and check-outs.
• Maintained accurate financial records, cash handling, and daily reporting procedures.
• Utilized PMS/Marsha systems for reservations, registration, and guest account management.
• Coordinated with multiple departments to maximize guest satisfaction and operational success.

• Cross-trained in housekeeping, activities, and food & beverage departments.
• Supported daily resort operations while learning Marriott hospitality standards and procedures.
• Assisted with guest activities, housekeeping oversight, and food service preparation.
• Developed a comprehensive understanding of resort operations and guest experience management.

• Managed daily store operations, staff supervision, scheduling, and customer service initiatives.
• Traveled to multiple store locations to coach underperforming teams and improve operations.
• Ensured compliance with company standards, cleanliness, inventory control, and safety procedures.
• Recognized for leadership excellence and promoted to Store Coach.

Focus of studies included hotel marketing, hotel cost control/analysis, tourism sociology, food cost management/preparation, front desk operations.