SHARON L. JONES
Front Office Manager/AGM
Richmond,VA
Summary
I am a results-driven hospitality leader. I have over 30 years of progressive operational and customer-facing leadership experience. I am currently serving as Front Office Supervisor for a 99-room property, supervising a team of up to six front desk associates while overseeing daily operations, guest experience strategy, financial controls, and revenue-supporting coordination. I have worked hard on stabilizing operations, improving accountability, strengthening AR collections, and driving guest satisfaction initiatives.
Overview
2026
2026
years of professional experience
Work History
Front Office Supervisor
Hampton Inn & Suites by Hilton
Richmond, VA
01.2024 - Current
- Provide daily operational leadership for a 99-room property.
- Supervise and coach a team of up to six front desk associates, ensuring accountability and service consistency.
- Develop and manage staff schedules to maintain full operational coverage and efficiency.
- Led guest satisfaction improvement efforts, actively working to strengthen Stay Score performance through service coaching and process refinement.
- Collected and recovered outstanding Accounts Receivable balances, improving financial follow-through on corporate and group accounts.
- Oversee group bookings, corporate reservations, and event-related accommodations.
- Serve as primary escalation authority for complex guest concerns, protecting brand integrity and retention.
- Monitor financial transactions, payment processing accuracy, and receivables oversight.
- Collaborate with sales and leadership to align operational execution with revenue objectives.
- Implement workflow improvements that strengthened communication clarity and operational accountability.
Front Desk Supervisor
The Commonwealth Hotel
Richmond, VA
01.2022 - 01.2024
- Supported operations within a historic luxury property located directly across from the Virginia State Capitol.
- Served high-profile guests including elected officials, government representatives, and corporate leaders.
- Managed elevated occupancy levels during Virginia General Assembly sessions, ensuring seamless coordination under peak demand conditions.
- Maintained strict discretion and professionalism when handling confidential guest information and VIP accommodations.
- Assisted with wedding and private event guest logistics within a high-expectation boutique hospitality environment.
- Upheld elevated brand standards in a politically and publicly visible setting.
Remote Customer Service & Sales Leadership
Xfinity (Comcast)
01.2022 - 01.2024
- Managed high-volume customer interactions in a revenue-sensitive telecommunications environment.
- Supported retention, service upgrades, and account management initiatives.
- Resolved escalated billing and service disputes while protecting revenue and customer satisfaction.
Customer Relations Specialist
Cox Communications
Chesapeake, VA
01.2020 - 01.2022
- Managed high-volume customer accounts including billing resolution, service coordination, and retention-focused communication.
- Handled escalated account concerns requiring financial accuracy, documentation compliance, and solution-based resolution.
- Supported revenue protection initiatives through customer retention and service upgrade discussions.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Account Manager
Ticketmaster
Virginia Beach, VA
01.2005 - 01.2009
- Led and supervised a team of approximately 25 representatives within a high-volume, revenue-sensitive call center environment.
- Managed daily performance metrics, quality assurance standards, and productivity benchmarks.
- Handled escalated client concerns requiring financial accuracy and customer diplomacy.
- Conducted coaching sessions, performance evaluations, and accountability reviews to strengthen team outcomes.
- Oversaw transaction accuracy and compliance in ticket sales and event-related financial processing.
Front Desk Agent
Super 8 Motel
Norfolk, VA
01.2003 - 01.2005
- Managed guest check-in/check-out, reservations, and payment processing in a limited-service hotel environment.
- Handled nightly reconciliations, cash controls, and guest service resolution.
- Maintained front office organization and supported daily operational consistency.
Front Desk Agent
Marjac Suites (Oceanfront)
Virginia Beach, VA
01.2001 - 01.2003
- Provided front desk operations support in high-volume oceanfront property during peak seasonal occupancy.
- Managed reservations, guest relations, and payment processing in a fast-paced hospitality setting.
- Delivered service recovery and customer satisfaction support in a high-traffic tourism environment.
Team Supervisor
Reese Brothers Inc. (Telemarketing Company)
Johnstown, PA
01.1996 - 2000
- Supervised outbound telemarketing sales teams in a performance-driven call center environment.
- Monitored sales metrics, close rates, compliance standards, and call quality benchmarks.
- Managed scheduling, incentive tracking, and productivity reporting across assigned team members.
- Developed coaching strategies to improve conversion performance and strengthen accountability systems.
- Maintained compliance with regulatory standards in structured sales operations.
Administrative Assistant
The Walt Disney Company
Orlando, FL
1990 - 01.1995
- Transitioned from housekeeping to providing payroll and operational support for restaurant services at Liberty Tree Tavern and King Stefan’s Banquet Hall.
- Executed structured guest service strategies in a high-volume, brand-driven hospitality environment.
- Managed payroll administration and ensured seamless operational coordination within restaurant environment.
- Cultivated foundational leadership discipline, attention to detail, and service excellence standards within a globally recognized organization.
Education
Associate Degree - Small Business Management & Entrepreneurship
University of Phoenix
High School Diploma - undefined
Johnstown Vocational Technical School
Skills
- Front Office & Hotel Operations Leadership
- Team Supervision
- Guest Satisfaction & Stay Score Improvement Initiatives
- Accounts Receivable Collections & Payment Recovery
- Scheduling & Labor Coordination
- Revenue Support & Sales Alignment
- Group & Corporate Account Management
- Service Recovery & Conflict Resolution
- Vendor Coordination & Cross-Department Communication
- Workflow Optimization & Process Improvement
- Issue handling
- Shift scheduling
- Staff management
- Multitasking proficiency
EDUCATION & PROFESSIONAL DEVELOPMENT
- Coursework in Business Administration / Hospitality Studies - Strayer University
- Hilton Brand Training & Revenue Development Resources
- Ongoing Professional Development in Sales Strategy, Revenue Awareness & Operational Leadership
Timeline
Front Office Supervisor
Hampton Inn & Suites by Hilton
01.2024 - Current
Front Desk Supervisor
The Commonwealth Hotel
01.2022 - 01.2024
Remote Customer Service & Sales Leadership
Xfinity (Comcast)
01.2022 - 01.2024
Customer Relations Specialist
Cox Communications
01.2020 - 01.2022
Account Manager
Ticketmaster
01.2005 - 01.2009
Front Desk Agent
Super 8 Motel
01.2003 - 01.2005
Front Desk Agent
Marjac Suites (Oceanfront)
01.2001 - 01.2003
Team Supervisor
Reese Brothers Inc. (Telemarketing Company)
01.1996 - 2000
High School Diploma - undefined
Johnstown Vocational Technical School
Administrative Assistant
The Walt Disney Company
1990 - 01.1995
Associate Degree - Small Business Management & Entrepreneurship
University of Phoenix