Hi, I’m
Stella West
Kailua Kona ,HI
Summary
I began my hospitality career at The Courtyard King Kamehameha as a Guest Service Agent and worked my way up through roles as Front Office Supervisor and Assistant Front Office Manager, ultimately becoming Front Office Manager. Each step in my journey has strengthened my expertise in guest service, team leadership, and front office operations. With this foundation, I bring both hands-on service experience and proven management skills to ensure exceptional guest experiences and smooth hotel operations.
Overview
3
years of professional experience
Work History
Courtyard by Marriott
Front Office Manager
03.2025 - Current
Job overview
- Created and managed weekly schedules for front office team members, ensuring optimal coverage during peak periods and high-demand events.
- Process bi-weekly payroll for the front office team, ensuring accuracy and timely submission in alignment with company standards.
- Supervise a diverse team of 20+ employees, including Bellmen, Valet, Front Desk Agents, In-House Reservations, and PBX, fostering accountability and teamwork.
- Collaborate effectively with all departments to support a positive and cohesive work environment across the property.
- Handle and resolve guest complaints with professionalism and empathy, maintaining strong guest satisfaction and encouraging repeat business.
- Monitor and reconcile front desk financial transactions, ensuring accurate billing, minimizing discrepancies, and supporting audit compliance.
- Organized weekly team meetings to address challenges, review
Courtyard by Marriott
Assistant Front Office Manager
07.2024 - 03.2025
Job overview
- Trained and onboarded new front office team members, providing ongoing coaching and performance feedback to ensure service excellence.
- Supported the Front Office Manager in implementing departmental SOPs, service standards, and daily operations.
- Collaborated with housekeeping and maintenance departments to ensure room readiness and guest satisfaction.
- Assisted in creating and analyzing daily reports, including occupancy, ADR, and revenue forecasts to support front office planning and decision-making.
- Monitored staff performance and conducted shift audits to ensure adherence to company policies and service quality standards.
- Helped coordinate group arrivals and VIP stays, ensuring seamless check-in/out processes and personalized guest experiences.
- Maintained strong working knowledge of property management system (PMS) to support training, troubleshooting, and operational efficiency.
Marriott
Front Office Supervisor
10.2023 - 07.2024
Job overview
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Achieved high-quality service by maintaining open communication channels among team members.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
Marriott
Guest Service Agent
06.2022 - 10.2023
Job overview
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in processes for increased efficiency and reduced wait times.
Education
George Washington Carver School Of Arts And ScienceSacramento, CA
GED
05.2021
Skills
- Issue handling
- Staff Management
- Multitasking proficiency
- Property Management Systems
- Decision-making capabilities
- Data Entry
- Complaint Handling
- Emergency Procedures
- Skilled in FOSSE
- Conflict Mediation
Timeline
Front Office Manager
Courtyard by Marriott
03.2025 - Current
Assistant Front Office Manager
Courtyard by Marriott
07.2024 - 03.2025
Front Office Supervisor
Marriott
10.2023 - 07.2024
Guest Service Agent
Marriott
06.2022 - 10.2023
George Washington Carver School Of Arts And Science
GED
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