ROSHONDA GERTIE
Houston,TX
Summary
Dynamic operations professional dedicated to driving organizational success and achieving operational excellence. Proven track record in optimizing processes, leading cross-functional teams, and ensuring compliance with industry standards. Recognized for fostering a collaborative environment while adapting swiftly to evolving business needs with agility and reliability. Committed to delivering impactful results that enhance productivity and streamline operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Front Office Manager
Fairfield By Marriott
11.2025 - Current
- Supervised front office operations, ensuring seamless guest experiences and high service standards.
- Developed standard operating procedures that improved workflow efficiency and consistency in service.
- Analyzed guest feedback to identify areas for improvement, driving enhancements in service quality.
- Enhanced guest satisfaction by efficiently handling front office tasks and promptly addressing inquiries.
- Managed staff schedules and training programs to optimize team performance and service delivery.
Front Office Manager
Holiday Inn Express Hotel
09.2025 - 11.2025
- Implemented efficient check-in/check-out procedures, enhancing operational workflow and guest satisfaction.
- Managed staff schedules and training programs to optimize team performance and service delivery.
- Resolved guest inquiries and complaints promptly, maintaining high levels of customer satisfaction and loyalty.
- Developed standard operating procedures for front office processes, improving consistency and efficiency across shifts.
- Coordinated with housekeeping and maintenance teams to ensure property standards met quality expectations.
Assistant General Manager
Fairfield Inn & Suites Southwest/ Lakewood
06.2025 - 2025
- Developed staff training programs to improve customer service and operational standards.
- Oversaw daily financial reconciliations, ensuring adherence to budgetary guidelines and financial integrity.
- Led cross-departmental teams in executing service improvement projects, boosting overall guest satisfaction ratings.
- Handled cash accurately and prepared deposits.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Implemented inventory management systems, reducing supply costs and improving stock accuracy.
Assistant General Manager (AGM)
Fairfield Inn & Suites
10.2023 - 05.2025
- Led daily operations meetings, fostering team collaboration and improving communication among staff members.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed training programs for new staff, improving onboarding efficiency and service quality.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Managed team schedule with eye for coverage needs and individual strengths.
- Managed scheduling and payroll, optimizing labor costs while maintaining staff satisfaction.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
Front Office Manager
Holiday Inn Express and Suites
11.2023 - 2023
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
Front Office Manager
Residence Inn by Marriott
06.2023 - 11.2023
Front Desk Manager
Residence Inn By Marriott
10.2022 - 03.2023
Front Desk Night Auditor
Fairfield Inn Marriott
04.2022 - 09.2022
Night Auditor
Sleep Inn & Suites
04.2019 - 12.2019
Night Auditor
Comfort Suites
04.2019 - 07.2019
Front Desk Receptionist
Holiday Inn Express & Suites
03.2019 - 08.2019
Assistant Manager
Econo Lodge
08.2018 - 03.2019
Night Auditor
Quality Inn And Suites
01.2019 - 02.2019
Customer Service Representative
App Star Financial
06.2014 - 08.2015
Business Owner
G&R Platinum Cleaning
01.2014 - Current
Education
Certificate - Nursing
TSC
02-2015
High School Diploma -
Texas Starpoint Academy
Dallas, TX07.2013
Certificate - Home Inspection
International Association of Certified Home Inspec
Dallas, TXSkills
- Operations management
- P&L management
- Budgeting and cost control
- Sales forecasting/Revenue growth
- Inventory management
- Staff training/development
- P&L management
- Hiring and onboarding
- Schedule management
- Fosse PMS
- Opera PMS
- LightSpeed PMS
- Profitsword accounting
- M3 accounting
- Payroll administration and timekeeping
Certification
- Certified Nursing Aid
- Home Inspection
- TABC
Timeline
Front Office Manager
Fairfield By Marriott
11.2025 - Current
Front Office Manager
Holiday Inn Express Hotel
09.2025 - 11.2025
Assistant General Manager
Fairfield Inn & Suites Southwest/ Lakewood
06.2025 - 2025
Front Office Manager
Holiday Inn Express and Suites
11.2023 - 2023
Assistant General Manager (AGM)
Fairfield Inn & Suites
10.2023 - 05.2025
Front Office Manager
Residence Inn by Marriott
06.2023 - 11.2023
Front Desk Manager
Residence Inn By Marriott
10.2022 - 03.2023
Front Desk Night Auditor
Fairfield Inn Marriott
04.2022 - 09.2022
Night Auditor
Sleep Inn & Suites
04.2019 - 12.2019
Night Auditor
Comfort Suites
04.2019 - 07.2019
Front Desk Receptionist
Holiday Inn Express & Suites
03.2019 - 08.2019
Night Auditor
Quality Inn And Suites
01.2019 - 02.2019
Assistant Manager
Econo Lodge
08.2018 - 03.2019
Customer Service Representative
App Star Financial
06.2014 - 08.2015
Business Owner
G&R Platinum Cleaning
01.2014 - Current
Certificate - Nursing
TSC
High School Diploma -
Texas Starpoint Academy
Certificate - Home Inspection
International Association of Certified Home Inspec