Rachel Hefferon Cook
Huntington Woods,MI
Summary
Accomplished hospitality leader with over eight years of progressive experience overseeing Front Office, Housekeeping, Guest Services, Security, and resort operations. Recognized for driving guest satisfaction, operational efficiency, team development, and financial performance through strategic leadership, process improvement, and a commitment to service excellence and associate engagement.
Overview
8
8
years of professional experience
Work History
Rooms Operations Manager/Front Office Manager
The Westin Book Cadillac Detroit Marriott/Oxford
Detroit, MI
11.2023 - Current
- Lead daily operations for Front Office, Housekeeping, Bell staff and Guest Services within a historic luxury Marriott property, delivering exceptional guest experiences and operational excellence.
- Driving guest satisfaction through proactive service recovery, resolve complex concerns effectively, and ensure consistent execution of Marriott brand standards.
- Collaborate with hotel leaders to enhance operational workflows, improve room readiness, and create a seamless guest journey.
- Oversee budgets, manage labor, and streamline payroll processes to maximize productivity and control costs.
- Develop and empower leadership teams and associates through coaching, performance management, and professional development initiatives.
Front Office Manager
Remington Hospitality
Romulus, MI
04.2023 - 11.2023
- Managed front desk and retail operations, overseeing inventory controls, merchandising, revenue optimization, and talent development to enhance operational performance and guest satisfaction.
- Provided strategic leadership for Front Office, Security, and retail operations, balancing guest experience, associate engagement, safety, and financial objectives within a high-volume full-service hotel.
- Championed safety, security, and risk mitigation efforts by leading cross-functional response strategies and strengthening asset protection measures to foster a culture of accountability and preparedness.
Manager on Duty
Westgate Resorts
Orlando, FL
01.2022 - 04.2023
- Oversaw overnight operations at 2,200+ room resort with full General Manager authority, ensuring guest and associate safety while delivering exceptional service and operational performance.
- Directed emergency response and security initiatives with Orange County Sheriff's Office and internal Security leadership, ensuring a safe environment for guests and associates.
- Collaborated with cross-functional leaders to enhance operational readiness and support associate development in one of the nation's largest hospitality operations.
Front Desk Manager
Westgate Resorts
Orlando, FL
06.2019 - 01.2022
- Provided strategic leadership for Front Office operations at a high-volume resort, delivering exceptional guest experiences, optimizing operational performance, and supporting key business goals.
- Cultivated culture of accountability and service excellence through talent development, coaching, and mentorship, strengthening team performance and enhancing leadership capabilities.
- Collaborated with cross-functional leadership teams to streamline processes and elevate guest satisfaction, implementing continuous improvement initiatives that enhanced operational efficiency and guest experience.
Assistant Front Desk Manager
Diamond Resorts
Lake Buena Vista, FL
09.2018 - 06.2019
- Provided strategic leadership for Front Office, Night Audit, and Guest Services operations at a 230-room resort, delivering exceptional guest satisfaction while maintaining operational and financial excellence.
- Streamlined operations with department leaders, improving guest loyalty through proactive service recovery and ensuring consistent execution of brand standards and business objectives.
- Developed high-performing team culture through leadership development, performance coaching, and continuous training, enhancing service delivery and team effectiveness.
Education
BA - Hospitality & Tourism Management
University of Central Florida
Orlando, FL08-2023
Certificate - Hospitality & Tourism Management
Florida Atlantic University
Boca Raton, FL04-2020
AS - Secondary Education (Mathematics & History)
Northern Michigan University
Marquette, MI05-2016
Skills
- Workforce management
- Revenue Management
- PMS and POS expertise
- Cross-department collaboration
- Brand quality assurance
- Office security management
- Safety protocols
- Guest service recovery
- Conflict resolution
- Team coaching
Timeline
Rooms Operations Manager/Front Office Manager
The Westin Book Cadillac Detroit Marriott/Oxford
11.2023 - Current
Front Office Manager
Remington Hospitality
04.2023 - 11.2023
Manager on Duty
Westgate Resorts
01.2022 - 04.2023
Front Desk Manager
Westgate Resorts
06.2019 - 01.2022
Assistant Front Desk Manager
Diamond Resorts
09.2018 - 06.2019
BA - Hospitality & Tourism Management
University of Central Florida
Certificate - Hospitality & Tourism Management
Florida Atlantic University
AS - Secondary Education (Mathematics & History)
Northern Michigan University