Troy Johnson
Fort Myers,FL
Summary
Results-driven hospitality and property management professional with a proven track record of strategic planning, problem-solving, and team leadership. Holding a Community Association Manager's license, I bring extensive experience in hospitality management, vacation rentals, and property management to drive business growth and customer satisfaction. With a strong background in hotel management and a passion for delivering exceptional service, I excel in fast-paced environments, fostering positive relationships with diverse stakeholders. My expertise includes staff training and development, customer relations, conflict resolution, and operational efficiency. I am a dynamic and service-oriented leader dedicated to exceeding customer expectations, driving revenue growth, and achieving business objectives. With exceptional communication and interpersonal skills, I effectively document transactions, prepare reports, and provide timely solutions to clients. My proficiency in managing paperwork, collecting payments, and resolving issues ensures seamless operations and enhanced customer satisfaction. I am a reliable and efficient team player committed to delivering top-notch service and support. Authorized to work in the US for any employer.
Community management professional with track record of improving community relations and operational efficiency. Known for strong team collaboration and adaptability to changing needs, consistently delivering results. Key skills include conflict resolution, budget management, and effective communication.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Community Association Manager
Signal Inn-Sanibel, FL
Sanibel, FL
11.2025 - Current
- Managed day-to-day operations of a beachfront condominium resort, ensuring compliance with Florida statutes, governing documents, and association policies
- Serve as liaison between the Board of Directors, unit owners, vendors, and guests, fostering clear communication and strong community relations
- Oversee financial operations including budgeting, forecasting, accounts payable/receivable, reserve planning, and financial reporting to the Board
- Coordinate and supervise on-site staff and contracted service providers, landscaping, and security
- Negotiate, execute, and manage vendor contracts to ensure quality service delivery, cost control, and regulatory compliance
- Respond to owner and guest inquiries, complaints, and service requests with professionalism and timely resolution
- Ensure resort compliance with local, state, and federal regulations, including safety, insurance, and risk management requirements
- Prepare and facilitate Board meetings and annual meetings, including agenda development, minutes, and follow-up on action items
- Enforce governing documents consistently while maintaining a customer-service-oriented approach
- Manage property inspections and address life-safety issues to maintain a safe, attractive, and well-maintained resort environment
- Play a key role in hurricane preparedness, storm response, and post-storm recovery efforts specific to coastal Florida properties
- Maintain accurate records, correspondence, and operational documentation in accordance with association standards
General Manager/ Community Association Manager
Sandalfoot Condominiums-Sanibel Island, FL
Sanibel Island, FL
02.2025 - Current
- General Manager:
- Oversees overall operations of the community, ensuring compliance with governing documents and regulatory requirements.
- Develops and implements strategic plans, policies, and procedures to enhance community value and resident satisfaction.
- Manages budgets, financial reports, and reserve funds to ensure fiscal responsibility.
- Supervises and mentors staff, including training, performance evaluations, and coaching.
- Fosters positive relationships with residents, vendors, and stakeholders through effective communication and conflict resolution.
- Ensures maintenance and repairs are performed in a timely and cost-effective manner.
- Develops and implements risk management strategies to minimize liability and ensure compliance.
- Community Association Manager:
- Ensures compliance with governing documents, laws, and regulations.
- Prepares and distributes meeting minutes, agendas, and other relevant documents.
- Manages and maintains accurate records, including financial documents and meeting minutes.
- Oversees collection of assessments and payments, handling delinquencies and enforcement.
- Coordinates vendor services, including contracts, bids, and performance monitoring.
- Provides guidance and support to the board of directors on governance and operational matters.
- Communicates with residents, owners, and stakeholders on community news, events, and issues.
- Resolves disputes and complaints in a fair and timely manner.
- Develops and implements policies and procedures to enhance community operations.
- Stays up-to-date on industry trends, best practices, and regulatory changes.
- Additional Responsibilities:
- Conducts regular inspections to ensure compliance with community standards.
- Develops and manages budgets, financial reports, and reserve studies.
- Coordinates community events and activities to foster resident engagement.
- Ensures emergency preparedness and response plans are in place.
- Collaborates with vendors, contractors, and professionals to maintain community assets.
Owner Relations Manager
ROYAL SHELL VACATIONS-Captiva Island, FL
Captiva Island, FL
04.2023 - 02.2025
- General Property Management Duties
- Assist current and new owners with daily challenges regarding their properties
- Assist with the overseeing overall maintenance of units
- Assist with maximizing revenue intake on behalf of property owners
- Oversee the entire Owner Relations Department operations and staff
- Review and finalize monthly statements before being released to owners.
- Assist with Guest Services
- Assist with rate and revenue adjustments
- Build and improve relationships with customers, key suppliers and partners.
- Review company practices to ensure owners get maximum satisfaction from the services offered.
- Identify potential opportunities and inform the sales team to follow up.
- Educate and inform owners about the company’s products, services and special offers.
- Attend to owners and guest of owners’ complaints and resolve issues promptly.
- Conduct customer satisfaction surveys and recommend ways of improving owners’ satisfaction.
- Work with internal departments to ensure company meets owners’ expectations.
Night Auditor (Part Time)
Springhill Suites Fort Myers-Fort Myers, FL
Fort Myers, FL
04.2022 - 04.2024
- Balancing the accounts from day shifts
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation pertaining to my role
- Ensuring that all end-of-day activities have been successfully executed by employees in all departments
- Answering calls and queries related to potential booking
Guest Services Manager
South Seas Resort-Captiva Island, FL
Captiva Island, FL
07.2022 - 10.2022
- Oversee and managed Front Office Staff
- Oversee and managed Bell Services Staff
- Oversee and managed PBX Operators
- Oversee and managed Trolley Drivers
- Directly responsible to developing and enforcing company SOP’s within the various departments
- Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room.
- Responding to requests or complaints made by guests in a professional and polite manner in order to guarantee customer satisfaction.
- Implementing procedures to improve services offered with the aim of attracting more customers.
- Hiring and training staff in matters of professional conduct, and ensuring that there is enough staff at all times by organizing staffing schedules efficiently.
- Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.
- Understanding what guest expectations are and anticipating problems in order to prevent complaints.
- Acting as a link between guests and hotel management.
- Attending meetings with management to discuss problems and strategies for improvement.
- Handling cash or payments made by credit card.
- Understanding safety and emergency procedures.
Owner- Chief Executive Officer
Eagle Eyes Commercial Cleaning Company-Fort Myers, FL
Fort Myers, FL
08.2019 - 10.2022
- Oversee project execution, phase progress, workmanship and team performance to drive on-time completion of deliverables.
- Led startup and opening of business and provided business development, creation of operational procedures and workflow planning.
- Develop, execute, and assess top business strategies that will propel company growth
- Collaborate with other managers, and employees to identify meaningful solutions
- Serve as a main resource for managers in finance, marketing, and sales operations
- Adjust important procedures and policies by collaborating with HR subtracted company and assessing current industry trends
Owner Relations Manager
Distinctive Beach Rentals-Fort Myers Beach, FL
Fort Myers Beach, FL
02.2020 - 06.2022
- General Property Management Duties
- Assist current and new owners with daily challenges regarding their properties
- Oversee overall maintenance of units
- Assist with maximizing revenue intake on behalf of property owners
- Oversee the entire Owner Relations Department operations and staff
- Review and finalize monthly statements before being released to owners.
- Assist with rate and revenue adjustments
- Build and improve relationships with customers, key suppliers and partners.
- Review company practices to ensure owners get maximum satisfaction from the services offered.
- Identify potential opportunities and inform the sales team to follow up.
- Educate and inform owners about the company’s products, services and special offers.
- Attend to owners and guest of owners’ complaints and resolve issues promptly.
- Conduct customer satisfaction surveys and recommend ways of improving owners’ satisfaction.
- Work with internal departments to ensure company meets owners’ expectations.
- Oversee owner relationship management system.
General Manager
Anchor Inn & Cottages-Sanibel Island, FL
Sanibel Island, FL
08.2020 - 01.2021
- Responsible for checking guests in/out of hotel
- Process payments and handle reservations
- Cover for other area managers in their absence or on their off days
- Lead and oversee the daily operations of the hotel, ensuring the smooth and efficient functioning
- Monitor and manage budgets, expenses, and financial performance to maintain the financial health of the hotel
- Develop strategies for customer loyalty and retention.
- Manage projects for the overall maintenance of the hotel
- Organize and develop special activities, events and itineraries for special guests of the hotel
- Maintained inventory of room keys, ensuring proper distribution and security measures were followed
- Resolved guest complaints or issues promptly and effectively, maintaining high levels of customer satisfaction
- Developed and implemented standard operating procedures for the front office department, resulting in improved efficiency and consistency of service delivery
- Maintained accurate records of guest preferences and special requests to provide personalized service during their stay
Sales Manager
King's Auto Spa-Fort Myers, FL
Fort Myers, FL
08.2018 - 06.2019
- Elevated customer purchasing experiences to promote steady revenue.
- Develop special marketing initiatives for sales increase for seasons.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Exceeded monthly sales goals by through unique strategies and twists
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Improved customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
Director of Operations
Word of Life Kingdom Ministries-Nassau, Bahamas
Nassau, Bahamas
01.2014 - 06.2018
- Demonstrated effective leadership to church, including managing daily operations, developing and administering annual budget and promoting compassionate pastoral care to members and public.
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
- Trainer and mentored administrative staff members in Organization’s policies, daily task execution and industry best practices.
- Organized venues, budgets, guest lists, catering and event timelines.
- Designed contracts, collected fees and booked venues for events.
- Organized corporate luncheons, dinners, conferences and special events.
Security and Surveillance Manager
Atlantis Hotel-Nassau, Bahamas
Nassau, Bahamas
06.2008 - 07.2015
- Reported daily activity, incidents and irregularities, including equipment and property damage, theft and presence of unauthorized persons.
- Managed all security procedures and protocols for The Cove Towers
- Oversaw highly effective security team and managed scheduling and resource allocation.
- Worked efficiently in busy, high-risk settings while maintaining best-in-class standards of excellence for security initiatives.
- Supported daily operations of hotel front desk, including guest communication and concierge duties in the absence of front desk agents and during emergencies (ie: Hurricanes)
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Installed cameras to investigate loss, fraud, theft and abuse by personnel or visitors.
Education
Bachelor's degree - Business Management
University of The Bahamas
Nassau, Bahamas05.2012
High School Diploma -
Doris Johnson Senior High School
Nassau, Bahamas05.2006
Skills
- Property Leasing
- Administrative Experience
- Microsoft Outlook
- Operations management
- Property management tools
- Yardi, Entrata, Barefoot, Fosse, Trachk, etc
- Rent adjustment
- Microsoft Excel
- Schedule management
- Vacation rental management
- Yardi
- English
- Fair Housing regulations
- Performance evaluation
- Office Administration
- Maintenance management
- Computer skills
- Property management - Property management experience (6-10 years)
- Hotel experience
- Microsoft Office
- Office management
- Guest services
- Leadership
- Luxury housing management
- Portfolio management
- Hospitality management
Certification
- Driver's License
- Guard Card
- CMCA August 2025 to September 2026 Certified Community Association Manager
- Class D Security January 2023 to January 2025
- Property manager license
- Licensed Community Association Manager (LCAM)
- Certified Apartment Manager
- Certified Property Manager
Timeline
Community Association Manager
Signal Inn-Sanibel, FL
11.2025 - Current
General Manager/ Community Association Manager
Sandalfoot Condominiums-Sanibel Island, FL
02.2025 - Current
Owner Relations Manager
ROYAL SHELL VACATIONS-Captiva Island, FL
04.2023 - 02.2025
Guest Services Manager
South Seas Resort-Captiva Island, FL
07.2022 - 10.2022
Night Auditor (Part Time)
Springhill Suites Fort Myers-Fort Myers, FL
04.2022 - 04.2024
General Manager
Anchor Inn & Cottages-Sanibel Island, FL
08.2020 - 01.2021
Owner Relations Manager
Distinctive Beach Rentals-Fort Myers Beach, FL
02.2020 - 06.2022
Owner- Chief Executive Officer
Eagle Eyes Commercial Cleaning Company-Fort Myers, FL
08.2019 - 10.2022
Sales Manager
King's Auto Spa-Fort Myers, FL
08.2018 - 06.2019
Director of Operations
Word of Life Kingdom Ministries-Nassau, Bahamas
01.2014 - 06.2018
Security and Surveillance Manager
Atlantis Hotel-Nassau, Bahamas
06.2008 - 07.2015
Bachelor's degree - Business Management
University of The Bahamas
High School Diploma -
Doris Johnson Senior High School