Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shannon Wadsworth

Jacksonville,FL

Summary

Resourceful front office manager with 15+ years of experience in the hospitality industry, specializing in guest services and team management. Proven track record of enhancing guest satisfaction and operational efficiency, achieving over 80% improvement in Heartbeat scores. Skilled in training and leading diverse teams, coordinating recruitment events, and ensuring premium service delivery across multiple properties. Certified in Front Office Operations with IHG.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Relief Manager

U-STOR
06.2016 - Current
  • Responsible for selling self storage rental units as traveling relief as needed at local properties
  • Managed daily operations, including scheduling, inventory management, and customer service
  • Maintained high standards of quality control to ensure customer satisfaction
  • Resolved customer complaints or issues promptly while maintaining a positive brand image
  • Provided ongoing coaching and mentoring to team members, supporting their professional development
  • Responsible for helping with monthly auctions of lien units

Front Office Manager

Holiday Inn
03.2015 - 06.2016
  • Responsible for insuring 100% satisfaction from the moment of guest arrival until departure of a 170 room full service property.
  • Handled multifaceted managerial tasks (e.g., data entry, filing and billing) as the assistant to the General Manager.
  • Performed all new employee orientation.
  • Interviewing, training, coaching and scheduling of all front desk, shuttle driver and public area employees.
  • Coordinated travel arrangements, maintained database and ensured the delivery of premium service to all guests.
  • Worked hand in hand with our Sales Department.
  • Trained Front Desk on IHG standards which allowed us to more than double our Priority Club sign ups, and improved our Heartbeat scores more than 80%.
  • Entrusted to manage office in the supervisor’s absence. Provided timely, courteous and knowledgeable response to information requests, screened and transferred calls, and prepared all orders for hotel supplies.
  • Communicated effectively with multiple departments to plan monthly staff and safety meetings. This established strong relationships and helped to gain support of the staff and effectively achieve results.
  • General Manager - Cohen Lane (309) 794-1212

Front Office Manager/Sales Manger

Holiday Inn Express
07.2013 - 03.2015
  • Responsible for insuring 100% satisfaction from the moment of guest arrival until departure of a 72 room limited service property.
  • Handled multifaceted managerial tasks (e.g., data entry, filing and billing) as the assistant to the General Manager.
  • Coordinated travel arrangements, maintained database and ensured the delivery of premium service to all guests.
  • Quickly became a trusted assistant known for creativity, flexibility and high quality work.
  • Helped coordinate dozens of recruitment events that contributed to consistently high enrollment levels into Priority Club.
  • Entrusted to manage office in the supervisor’s absence. Provided timely, courteous and knowledgeable response to information requests, screened and transferred calls, and prepared all orders for hotel supplies.
  • Communicated effectively with multiple departments to plan monthly staff and safety meetings. This established strong relationships and helped to gain support of the staff and effectively achieve results.
  • General Manager - Heather Letendre (904) 421-5000

Studio Manager

Picture Me Portrait Studios
10.2011 - 05.2013
  • Responsible for daily set up of studio, weekly inventory, and monthly sales goals.
  • Successfully completed all jobs by time requested.
  • Interviewing and training of new employees.
  • Ensured timely delivery of edited photos by efficiently organizing files and utilizing professional editing software

Auditor

Hampton Inn
04.2009 - 10.2011
  • Responsible for insuring 100 percent satisfaction from the moment of guest arrival until Check-out. Audit duties included verifying all hotel financials are they should be at end of day, then transferring this information to our management company nightly.
  • Daily set up of breakfast.
  • Conducted comprehensive financial audits for clients, ensuring compliance with accounting standards and regulations
  • Performed detailed analysis of financial statements, identifying discrepancies and potential risks
  • Reviewed company policies and procedures to ensure compliance with regulatory requirements

Front Desk Manager

Holiday Inn Express
06.2005 - 04.2009
  • Managed front desk operations, overseeing staff members and ensuring smooth check-in/check-out processes for guests
  • Implemented training programs for front office staff to enhance customer service skills and improve guest satisfaction
  • Collaborated with housekeeping department to ensure timely room availability for incoming guests
  • Resolved guest complaints promptly and effectively
  • Conducted regular performance evaluations for front office staff, providing constructive feedback and identifying areas for improvement
  • Created employee schedules based on forecasted occupancy levels to optimize staffing levels while minimizing labor costs

Human Resources Coordinator

Holiday Inn
10.2001 - 04.2005
  • Assisted with the recruitment and selection process, including posting job openings, reviewing resumes, conducting initial screenings, and scheduling interviews for 182 room full service hotel
  • Maintained accurate and up-to-date employee records in compliance with company policies and legal requirements
  • Coordinated new hire onboarding activities, including preparing offer letters, conducting orientation sessions, and ensuring completion of required paperwork
  • Managed employee benefits administration by enrolling new employees, processing changes to existing plans, and resolving benefit-related inquiries
  • Conducted exit interviews to gather feedback from departing employees and identify areas for improvement within the organization
  • Responded promptly to employee inquiries regarding HR policies/procedures or general employment-related questions
  • Administered employee recognition programs to foster a positive work environment and boost employee morale

Education

Diploma -

Sherrard High School
Sherrard, IL

Skills

  • Customer Service (20 years)
  • Budgeting
  • Microsoft Office
  • Team management
  • Recruiting
  • Office management
  • Supervising experience
  • Records management
  • Events Management
  • Yardi/Yardi Breeze
  • Human resources
  • Records Management
  • Interviewing
  • Office Management (10 years)
  • Windows
  • Opera (10 years)
  • Leadership
  • Payroll
  • OnQ

Certification

Front Office Operations Training with IHG

Timeline

Relief Manager

U-STOR
06.2016 - Current

Front Office Manager

Holiday Inn
03.2015 - 06.2016

Front Office Manager/Sales Manger

Holiday Inn Express
07.2013 - 03.2015

Studio Manager

Picture Me Portrait Studios
10.2011 - 05.2013

Auditor

Hampton Inn
04.2009 - 10.2011

Front Desk Manager

Holiday Inn Express
06.2005 - 04.2009

Human Resources Coordinator

Holiday Inn
10.2001 - 04.2005

Diploma -

Sherrard High School

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Shannon Wadsworth