Shelby Burns

• Lead daily front desk operations to ensure accurate execution, strong lobby coverage, and consistent guest experience during peak occupancy and high-volume periods.
• Coach and mentor front desk agents through regular one-on-ones and performance reviews, strengthening accountability, confidence, and service consistency.
• Reinforce a “Get to Yes” service culture by training staff in service recovery, guest-focused problem-solving, and empowered decision-making.
• Manage and respond to online guest feedback across multiple platforms, identifying trends and translating feedback into actionable coaching for the team.
• Utilize FOSSE, GXP, GuestVoice, and related systems to maintain accuracy in reservations, billing, routing, loyalty recognition, and guest satisfaction tracking

• Increased elite-member recognition by 22% year over year by implementing daily shift reminders and consistent training.

• Managed daily front office operations, ensuring consistent service standards, accurate billing, and smooth guest arrivals and departures.

• Implemented standardized check-in, check-out, and service recovery procedures to improve guest experience and operational consistency.

• Chaired the Hotel Safety Committee, leading monthly meetings and ensuring compliance with safety protocols, credit card regulations, and local requirements.

• Oversaw sundry shop operations, inventory management, and purchasing for front office and back-of-house supplies.

• Collaborated closely with Housekeeping, Engineering, Sales, and Accounting to support seamless daily operations.

• Supported the re-opening of the hotel, leading guest-experience improvements that moved the property from Top 100+ to Top 5 on TripAdvisor. Recognized with Sage Hospitality’s Excellence in Guest Experience award for this accomplishment.

• Supported the launch of the newly rebranded Hotel Zags, helping implement updated front office standards, service culture, and brand expectations.
• Served as Valet Captain, coordinating daily valet operations and ensuring safe, efficient guest arrival and departure experiences.
• Acted as a key communication bridge between front desk staff and management, ensuring alignment, clarity, and smooth daily execution.
• Assisted with staff supervision, training, and schedule coverage during a high-change transitional period for the property.

• Increased team retention and engagement by prioritizing regular staff check-ins, performance feedback, and clear expectations.