Shelbie Reilly
Poipu,HI
Summary
Accomplished hospitality professional with a strong foundation in hotel management, guest services, and operational excellence. Proven track record of leading teams to achieve record-breaking scores in Working Order and Colleague Satisfaction, with a consistent focus on fostering a positive work environment that encourages professional growth. Adept at managing budgets, directing large-scale projects, and nurturing vendor relationships to ensure cost-effective, high-quality service delivery. Recognized for driving impactful improvements across departments, contributing to multiple award-winning outcomes, including Department of the Year honors.
Educationally grounded with a Bachelor’s and Master’s degree in Hospitality and Tourism Management from Florida International University, earning prestigious accolades such as the Global Competition Hyatt Student Prize finalist and the “World’s Ahead Graduate” honor. Passionate about developing strong relationships with both guests and colleagues, with a commitment to caring for those around me in their personal and professional aspirations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Resort Facilities Manager
Grand Hyatt Kauai Resort and Spa
04.2022 - Current
- Responded to building emergencies and managed repairs with record breaking Working Order scores of 92.4% in 2022 and 91.1% in 2023, above our corporate goal of 90%.
- Provided mentorship and guidance to junior staff members, fostering a positive work environment that promoted professional growth. Metrics reflected via our Impact Scores with continuous rise in averaging across each category from 91.3% in November of 2023, 94.3% in March of 2023, and most recently 96.4% in June of 2024.
- Oversaw annual budgets to successfully control supplies, labor, and maintenance needs. Including our Capital Expenditures projects totaling over 14 million of annual investments.
- Directed comprehensive equipment installation, maintenance, and repair for internal and external services, contributing to the Landscaping team’s achievement of Department of the Year in 2023!
- Nurtured vendor relationships for cost-effective services, ensuring quality and timely completion of projects.
Assistant Full Service Restaurant Manager
Grand Hyatt Kaua’i Resort & Spa
08.2021 - 04.2022
- Ensure delivery of excellent service by setting and maintaining high staff morale, and team spirit reflected with Tidepools being selected as Department of the Year!
- Work closely with outlet managers and chefs to create successful new menu ideas and seasonal promotions.
- Establish multiple effective trainings with vendors and staff throughout various outlets increasing profit margins and confidence in the team
- Ensure outlets maintain a first class and positive visual impact including appearance, cleanliness, orderliness, decor, and service flows
- Ensure smooth operation of the venue, maximizing service delivery in all areas
Assistant Executive Housekeeper
Hyatt Regency Waikiki Beach Resort & Spa
03.2019 - 08.2021
- Increased overall "Guest Room" score by 14.1% for 1,230-room property from March to December 2019, with 10.8% improvement specifically for 615-room Ewa Tower.
- 100% participation for 2019 Engagement Survey within our department with 89% satisfactory rate
- Awarded Department of the Year for 2019
- Ensuring overall quality of guest’s experience by contributing directly to Guest room, Tranquility of Room, and Staff Sincerely Cared scores by personalizing coaching opportunities and tracking growth
- Directly oversee growth and development of 200+ employees by assigning and verifying completion of daily tasks, projects, and unique focus areas of opportunity
- Implement and maintain positive trend for incentive programs, tracking systems, and financials by analyzing data and innovating processes
- Utilize systems such as Opera, Medallia, and HotSOS as lead Manager to create and uphold accuracy in advanced spreadsheets to set up agendas between Engineering and Rooms division for smooth PM and projects
Operations Corporate Management Trainee
Hyatt Regency Waikiki Beach Resort And Spa
06.2018 - 03.2019
- Rotate throughout the hotel departments with a focus on operations division while acquiring multiple mentors in a 1230 room resort
- Identify revenue areas of opportunity within departments and created interdepartmental SOPs to communicate effective results
- Successfully manage hundreds of employees through coaching, boosting moral, and discipline to obtain higher NPS scores including Housekeeping, Food & Beverage Operations, Front Office, and Guest Services
- Innovating and implementing projects to create more effective and visually appealing work flows.
Front Office Supervisor
Hyatt Regency Miami
01.2017 - 06.2018
- Greater Miami & The Beaches Hotel Association 2017 Inn Key Award Nominee finalist.
- Featured on HyattConnect as the Americas representative for Global Competition Hyatt Student Prize, 2018.
- Setting team goals and enforcing corporate goals by creating inventive games to encourage personal/team growth.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
Front Office Host
Hyatt Regency Miami
08.2015 - 12.2016
- Awarded with Colleague of the Quarter for March of 2018.
- Continuously personalizing guests’ experiences by providing care to each individual resulting in written and emailed letters genuinely acknowledging me for my warm hospitality.
- Handled high-pressure situations with composure, effectively managing large groups or unexpected events during busy shifts.
Front Office Agent
Hyatt Regency Orlando
08.2014 - 08.2015
- Awarded top performer in all three aspects in my first month with Hyatt, including top performer in loyalty program activations (averaged 71 enrollments monthly), upsells upwards of $6,655, and 100% check-in process.
Education
Master of Science -
Florida International University Chaplin School of Hospitality & Tourism Management
Miami, FLSkills
- Logistics Management
- Strategic planning and execution
- Operational Efficiency
- Scheduling and Coordination
- Quality Assurance
- Operations Oversight
Accomplishments
Leader of the Quarter Q4 2023
Department of the Year Recipient, Landscaping 2023
Department of the Year Recipient, Tidepools Restaurant 2022
Department of the Year Recipient, Housekeeping 2019
Certification
- Fundamentals of Building Operator Certification
- HVAC & Boiler TPC Certified - Regulations, codes, and standards held for commercial units utilized within hotel operations
- Lean Six Sigma Certified - A disciplined, data-driven approach and methodology for eliminating defects in processes
- Conflict Resolution Certified - ECornell, Problem Solving Approaches Diagnosing Conflict, Leading Challenging Conversations, Mediating for Managers
- Certification in Hotel Industry Analytics (CHIA) - Foundational metrics, definitions, formulas, methodologies related to STR reporting
- Delphi Developer Certification - Knowledge of Delphi programming concepts in language syntax, IDE, and database development
Taskforce and Hotel openings
Andaz Maui at Wailea Resort, Wailea, HI
Task Force November 2023
Alila Napa Valley, Saint Helena, CA
Pre-opening Task Force February - April 2021
Resort at Squaw Creek, Squaw Creek, CA
Task Force February 2021
Grand Hyatt Nashville, Nashville, TN
Pre-opening Task Force September 2020
Hyatt Centric Center City Philadelphia, Philadelphia, PA
Pre-opening Task Force September 2020
Hyatt Regency Lake Tahoe Resort, Spa, and Casino, Incline Village, NA
Task Force June 2019 - September 2020
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Resort Facilities Manager
Grand Hyatt Kauai Resort and Spa
04.2022 - Current
Assistant Full Service Restaurant Manager
Grand Hyatt Kaua’i Resort & Spa
08.2021 - 04.2022
Assistant Executive Housekeeper
Hyatt Regency Waikiki Beach Resort & Spa
03.2019 - 08.2021
Operations Corporate Management Trainee
Hyatt Regency Waikiki Beach Resort And Spa
06.2018 - 03.2019
Front Office Supervisor
Hyatt Regency Miami
01.2017 - 06.2018
Front Office Host
Hyatt Regency Miami
08.2015 - 12.2016
Front Office Agent
Hyatt Regency Orlando
08.2014 - 08.2015
Master of Science -
Florida International University Chaplin School of Hospitality & Tourism Management
- Fundamentals of Building Operator Certification
- HVAC & Boiler TPC Certified - Regulations, codes, and standards held for commercial units utilized within hotel operations
- Lean Six Sigma Certified - A disciplined, data-driven approach and methodology for eliminating defects in processes
- Conflict Resolution Certified - ECornell, Problem Solving Approaches Diagnosing Conflict, Leading Challenging Conversations, Mediating for Managers
- Certification in Hotel Industry Analytics (CHIA) - Foundational metrics, definitions, formulas, methodologies related to STR reporting
- Delphi Developer Certification - Knowledge of Delphi programming concepts in language syntax, IDE, and database development
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