VERONICA MCCALLUM
Summary
Assistant General Manager with 14+ years of hospitality experience delivering efficient hotel operations, payroll coordination, and staff leadership. Skilled in guest services, inventory control, front-desk optimization, and mentorship, with a track record of reducing costs and improving satisfaction through process improvements and real-time feedback systems. Seeks to expand operational responsibility while continuing to develop teams and enhance guest loyalty through practical, service-focused strategies.
Overview
14
14
years of professional experience
21
21
years of post-secondary education
Work History
Operations Manager
Residence Inn by Marriott
Capitol Heights, US
09.2025 - 01.2026
- Managed daily operations for the hotel, ensuring smooth guest experiences.
- Supervised staff, providing training and support to enhance service quality.
- Implemented operational procedures to maintain high standards of cleanliness and safety.
- Oversaw maintenance schedules, ensuring timely repairs and upkeep of hotel facilities.
- Developed staff schedules to meet operational needs and maximize efficiency.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Oversaw staff scheduling to maintain optimal coverage and service quality.
- Monitored guest feedback to enhance customer satisfaction initiatives.
Guest Service Manager
Fairfield Inn & Suites
Alexandria, US
09.2024 - 07.2025
- Supervised front desk operations and ensured smooth guest check-in processes.
- Trained and mentored staff to enhance customer service skills and teamwork.
- Managed guest inquiries and resolved issues to maintain high satisfaction levels.
- Provided support with day-to-day operational issues related to guest services.
- Prepared weekly schedules for all guest service personnel.
- Managed inventory of supplies necessary for providing excellent customer service.
- Gathered feedback from customers through surveys or other methods to measure satisfaction levels.
- Monitored reservations to track incoming parties and special events.
- Assisted in the recruitment, training and management of Guest Service staff.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Reserved guest rooms over phone, in person, and via computer for travelers and provided confirmations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Balanced multiple companies balances and accounts
- Fosse experience
Assistant General Manager (AGM)
Holiday Inn Express and Suites
Waldorf, US
04.2021 - 08.2024
- Led daily hotel operations ensuring consistent service standards and timely issue resolution.
- Implemented inventory controls that reduced supply waste and lowered costs with measurable results.
- Coached and scheduled staff to improve shift coverage and increase guest satisfaction scores.
- Developed safety and compliance checks that resolved operational gaps and improved audit outcomes.
- Streamlined front desk operations, achieving quicker check-in times and boosting overall guest satisfaction ratings.
- Analyzed guest feedback trends to implement service enhancements, leading to noticeable improvements in customer loyalty.
- Developed a digital feedback system, facilitating real-time guest communication and addressing concerns promptly.
- Provided mentorship to team members, encouraging professional growth and fostering a positive work environment.
Group Sales Coordinator
Gaylord National Resort and Convention Center
National Harbor, US
08.2023 - 01.2024
- Coordinate group sales, securing diverse clients for ICE events.
- Collaborate with event teams, enhancing group engagement for ICE.
- Negotiate effectively, boosting group participation in ICE initiatives.
- Developed creative strategies to attract new clientele, resulting in a broader range of participants and increased event diversity.
At Your Service Agent
Gaylord National Resort and Convention Center
National Harbor, US
10.2018 - 03.2021
- Handled guest inquiries and reservations, enhancing guest satisfaction and loyalty.
- Managed billing adjustments and credit card processing, ensuring accurate financial records.
- Coordinated guest services requests, improving operational efficiency and response times.
- Issued Marriott Bonvoy Points for service recovery, boosting guest retention and brand trust.
Executive Housekeeping Manager
Marriott Courtyard
Waldorf, US
05.2017 - 10.2018
- Managed daily room inspections ensuring high standards, enhancing guest satisfaction.
- Streamlined inventory processes, reducing supply shortages, improving efficiency.
- Coordinated major events, optimizing resources, delivering exceptional guest experiences.
- Led hiring and onboarding, strengthening team capabilities and service quality.
Housekeeper
Springhill Suites by Marriott
Prince Frederick, US
03.2016 - 04.2017
- Ensured cleanliness of 15 rooms daily, enhancing guest satisfaction.
- Maintained hygiene standards by sanitizing all bathrooms each day.
- Restocked cleaning supplies efficiently, ensuring uninterrupted service.
- Accurately recorded daily cleaning activities for operational transparency.
Room Attendant
Colony South
Clinton, US
04.2015 - 03.2016
- Cleaned and organized guest rooms, enhancing guest satisfaction and maintaining high standards.
- Ensured bathrooms were sanitized daily, contributing to a safe and healthy environment.
- Managed inventory of linens and cleaning supplies, ensuring efficient room turnover.
- Documented daily cleaning activities, supporting operational transparency and accountability.
Room Attendant
Marriott Courtyard
Greenville, US
08.2014 - 01.2015
Housekeeper
Residence Inn by Marriott
Waldorf, US
04.2012 - 05.2014
ICE Group Sales Coordinator
Gaylord National Resort & Convention Center
Oxon Hill, Maryland
09.2022 - 01.2023
Education
ASSOCIATES - HOSPITALITY MANAGEMENT
College Of Southern Maryland
La Plata, MD 09.2005 - 05.2026
COURSES - MANAGING HOUSEKEEPING OPERATIONS
AHLEI
MANAGING FRONT DESK OPERATIONS -
College of Southern Maryland
HOSPITALITY MANAGEMENT -
College of Southern Maryland
Laplata High School
La Plata, MDSkills
- Housekeeping Supervisor
- Houseman
- Housekeeping Management
- Hospitality Management
- Supervising Experience
- Guest Services
- Microsoft Excel
- Front desk
- Payroll
- Hotel experience
- Forecasting
- Guest relations
- Budgeting
- Operations management
- Staff training
- Customer relationship management
- Problem solving
- Team building
- Conflict resolution
- Team leadership
- Onboarding and orientation
- Performance monitoring
- Budgeting and cost control
- Management
Languages
English, Native
Additional Information - Awards
Leadership Award, 04/18
Timeline
Operations Manager
Residence Inn by Marriott
09.2025 - 01.2026
Guest Service Manager
Fairfield Inn & Suites
09.2024 - 07.2025
Group Sales Coordinator
Gaylord National Resort and Convention Center
08.2023 - 01.2024
ICE Group Sales Coordinator
Gaylord National Resort & Convention Center
09.2022 - 01.2023
Assistant General Manager (AGM)
Holiday Inn Express and Suites
04.2021 - 08.2024
At Your Service Agent
Gaylord National Resort and Convention Center
10.2018 - 03.2021
Executive Housekeeping Manager
Marriott Courtyard
05.2017 - 10.2018
Housekeeper
Springhill Suites by Marriott
03.2016 - 04.2017
Room Attendant
Colony South
04.2015 - 03.2016
Room Attendant
Marriott Courtyard
08.2014 - 01.2015
Housekeeper
Residence Inn by Marriott
04.2012 - 05.2014
ASSOCIATES - HOSPITALITY MANAGEMENT
College Of Southern Maryland
09.2005 - 05.2026
COURSES - MANAGING HOUSEKEEPING OPERATIONS
AHLEI
MANAGING FRONT DESK OPERATIONS -
College of Southern Maryland
HOSPITALITY MANAGEMENT -
College of Southern Maryland
Laplata High School