Zoe Bach
Summary
A competitive and passionate hospitality leader committed to developing strong customer relationships and crafting extraordinary experiences. Proven ability to exceed goals and drive customer satisfaction.
Overview
4
4
years of professional experience
Work History
Front Desk Operations Manager
Marriott Marquis Chicago
08.2024 - Current
- Led front desk staff to achieve an Intent to Recommend (ITR) score of 71.4 versus a goal of 70.8 and a Staff Service score of 78 versus a goal 77.5 by implementing employee led initiatives as well as utilizing GXP (Salesforce) to proactively support guests needs and prevent guest issues
- Increased associate leadership satisfaction surveys by 25 points from 2024 to 2025 by creating an open and communicative, employee focused work environment
- Creates weekly schedules in accordance with business demands to maximize productivity, exceeding labor goals and leading the front office to achieve “best in class” labor standards across a collection of Marriott properties with similar characteristics
- Trains employees to identify customer needs and upsell premium services, exceeding upsell goals by $30,000 in 2024
- Works directly with events and sales to ensure seamless event production
- Oversees the front office operation and staff (front desk, phone agents, bellman, runners, rooms control) of a 1,205 room property
Room Operations Voyager (Front Desk, Housekeeping, MClub)
New York Marriott Marquis
09.2023 - 08.2024
- Individually managed 25 housekeeping hosts and 300 rooms daily in a strong CBA environment, contributing to a cleanliness score of 79.4 versus a goal of 78.9
- Effectively communicated with guests to solve problems and encourage returning business, leading the team to an ITR of 72.9 versus a goal of 72.4
- Oversaw day to day front desk operations of a 1,971 room property
Human Resources Intern
St. Joe Hospitality Company
06.2023 - 08.2023
- Learned employment laws and practices by rotating through different Human Resources departments such as payroll and benefits, employee relations, and recruiting and onboarding
- Created a training manual to properly train hotel and food and beverage employees to complete their jobs while maintaining service standards that reflect the Pearl Hotel’s AAA Four Diamond rating
Berckman’s Place Server
Augusta National Golf Club
04.2023 - 04.2023
- Provided high-level customer service to VIP guests in a fast-paced luxury environment as part of the 2023 Master’s Tournament
Membership Engagement Coordinator
Kappa Kappa Gamma Sorority
01.2022 - 01.2023
- Coordinated engagement initiatives fostering strong relationships among members and alumnae.
- Developed and implemented programming to enhance member retention and satisfaction.
- Proactively identified at-risk members through relationship management, creating personalized solutions to maintain engagement and loyalty.
Hospitality Management Intern
Boca West Country Club
05.2022 - 08.2022
- Worked on the floor as a manager in high volume restaurants averaging 400 covers a shift
- Rotated through departments including marketing, events, sales, and accounting in order to become familiar with different roles involved in running a successful operation
Education
Bachelor of Science - Global Club Management
Florida State University
Skills
- Salesforce
- Excel
- Powerpoint
- FSPMS
- MICROS
- People Management
- Customer Service
- Conflict Resolution
Timeline
Front Desk Operations Manager
Marriott Marquis Chicago
08.2024 - Current
Room Operations Voyager (Front Desk, Housekeeping, MClub)
New York Marriott Marquis
09.2023 - 08.2024
Human Resources Intern
St. Joe Hospitality Company
06.2023 - 08.2023
Berckman’s Place Server
Augusta National Golf Club
04.2023 - 04.2023
Hospitality Management Intern
Boca West Country Club
05.2022 - 08.2022
Membership Engagement Coordinator
Kappa Kappa Gamma Sorority
01.2022 - 01.2023
Bachelor of Science - Global Club Management
Florida State University