Shanita Hayes
Detroit
Summary
Guest Service Manager bringing a unique blend of medical training as a U.S. Army Combat Medic, with extensive experience delivering high-quality expertise in customer service and satisfaction across healthcare, hospitality, and operations. Skilled background in safeguarding confidential records, managing sensitive personal information, maintaining compliance, while delivering calm, professional support in high-pressure settings.
Overview
26
26
years of professional experience
Work History
Guest Service Manager
Meri Management
01.2023 - Current
- Supervised daily front-of-house operations, ensuring efficient service flow, accurate information exchange, and high guest satisfaction in a fast-paced environment.
- Trained and mentored staff on customer service standards, de-escalation techniques, and operational procedures to ensure consistent, professional interactions.
- Responded to guest inquiries, concerns, and escalations with professionalism and discretion, resolving issues promptly while maintaining positive relationships.
- Implemented service improvement strategies that increased repeat business and strengthened trust through clear communication and attention to individual needs.
Property Manager
Hayes Homes & Housing
11.2004 - 01.2023
- Managed high-volume tenant communications, addressing concerns, questions, and disputes with accuracy, empathy, and timely resolution.
- Oversaw lease documentation, renewals, and regulatory compliance, ensuring precise recordkeeping and adherence to policies and procedures.
- Coordinated maintenance and repairs, prioritizing urgent issues and communicating status updates clearly to tenants.
- Built and maintained positive relationships through consistent communication, problem-solving, and service-focused management practices.
Combat Medical Specialist
United States Army
09.1999 - 11.2004
- Delivered emergency medical care while providing emotional support with compassion, professionalism, and cultural sensitivity.
- Maintained accurate, confidential medical records to support continuity of care and effective communication among medical teams.
- Conducted comprehensive patient assessments, physical exams, and medical interviews to determine immediate care needs in high-stress environments.
- Served as a liaison between command staff and medical providers, ensuring timely, clear, and accurate exchange of patient health information,
Education
Eastern Michigan University
Ypsilanti, MISkills
- Patient-centered customer service and satisfaction
- Professional verbal and written communication
- Conflict resolution and de-escalation in high-stress environments
- Team collaboration within fast-paced, multidisciplinary settings
- Front-desk operations and service coordination
- Accuracy, attention to detail, and data integrity
- Professionalism, reliability, and strong work ethic
- Confidentiality and discretion with sensitive information (HIPAA-focused)
Timeline
Guest Service Manager
Meri Management
01.2023 - Current
Property Manager
Hayes Homes & Housing
11.2004 - 01.2023
Combat Medical Specialist
United States Army
09.1999 - 11.2004
Eastern Michigan University