Shoshaunnah felder
Bedford Heights,OH
Summary
Accomplished hotel operations leader with expertise in front office management, event coordination, and staff development. Specializes in operational leadership, performance management, and service recovery, ensuring brand standards compliance. Proven ability to stabilize operations and enhance guest experiences across multiple departments.
Overview
9
9
years of professional experience
Work History
Front Office Manager
TownePlace Suites by Marriott
Solon, Ohio
02.2025 - Current
- Provide daily operational leadership for front desk operations and guest service.
Interview, hire, train, and develop staff to strengthen team performance and service consistency.
- Lead service recovery efforts to maintain high guest satisfaction metrics.
- Assisted Marriott properties during staffing shortages, ensuring seamless guest service across multiple locations.
- Coordinated event room bookings with sales department, ensuring effective communication, timely setup, and high guest satisfaction.
- Manage scheduling, ordering, inventory needs, and labor forecasting to support front office and cross‑department operations.
- Implemented front office procedures to optimize processes, enhance accuracy, and ensure brand compliance.- Maintain expertise in Marriott brand standards, FOSSE, and audit requirements.
- Managed housekeeping, breakfast, and laundry operations to maintain operational continuity.
- Implemented front office procedures to optimize processes, enhance accuracy, and ensure brand compliance. - Maintain expertise in Marriott brand standards, FOSSE, and audit requirements.
Front Desk Agent
TownePlace Suites by Marriott
Solon, Ohio
09.2024 - 02.2025
- Delivered high‑quality guest service through efficient check‑in/check‑out processes and accurate room assignments.Handled guest inquiries, resolved issues, and ensured a welcoming front desk environment.
- Welcomed guests with a friendly demeanor and ensured smooth check-in processes.
- Delivered high‑quality guest service through efficient check‑in/check‑out processes and accurate room assignments.
Handled guest inquiries, resolved issues, and ensured a welcoming front desk environment. - Processed payments, maintained accurate records, and supported night audit procedures.
Coordinated with housekeeping and maintenance to ensure timely room readiness
Housekeeping Supervisor
TownePlace Suites by Marriott
Solon, Ohio
09.2023 - 09.2024
- Directed daily housekeeping operations, enhancing team accountability and service quality.
- Conducted room and public area inspections to ensure compliance with brand standards and maintain high cleanliness levels.
- Trained and onboarded new staff, improving team development and efficiency.
- Resolved guest concerns through effective conflict resolution and service recovery, improving guest satisfaction and loyalty.
- Ensured safety compliance and supported operational audits.
Organized daily cleaning schedules and optimized workflow.
Laundry Attendant
Laurel lake retirement home
Hudson, OH
11.2017 - 08.2018
- Operated and maintained commercial laundry equipment while following safety protocols.
- Maintained cleanliness and organization of laundry facilities to enhance workflow.
- Coordinated with staff for timely delivery of clean linens to residents, ensuring satisfaction.
- Upheld cleanliness standards within the community to promote a healthy environment.
Education
Certificate -
Nurse Aide Training & Competency Evaluation
Maple OH 02-2024
High School Diploma -
Bedford Highschool
Bedford, OH06-2017
Skills
- Operational leadership
- Guest satisfaction
- Service recovery management
- Brand standards compliance
- Process optimization
- Interdepartmental coordination
- Staff scheduling
- Staff training
- Recruitment process
- Performance management
- Issue resolution
- Leadership communication
- FOSSE MS Word/Excel Google Suite Night Auditing
- FOSSE MS Word/Excel Google Suite Night Auditing
Timeline
Front Office Manager
TownePlace Suites by Marriott
02.2025 - Current
Front Desk Agent
TownePlace Suites by Marriott
09.2024 - 02.2025
Housekeeping Supervisor
TownePlace Suites by Marriott
09.2023 - 09.2024
Laundry Attendant
Laurel lake retirement home
11.2017 - 08.2018
Certificate -
Nurse Aide Training & Competency Evaluation
High School Diploma -
Bedford Highschool