Zoe Jophiel

Steilacoom

Summary

Hotel operations professional with proven experience running full-property operations, stabilizing performance in high-occupancy environments, and delivering consistent service standards without on-site management. Demonstrated ability to resolve complex operational and guest issues independently while protecting occupancy, preventing revenue loss, and maintaining guest satisfaction. Successfully trained and developed team members, including management staff, while strengthening operational workflows and eliminating recurring breakdowns. Strong background in audit processes, inventory control, and financial accuracy, with a focus on operational stability, efficiency, and performance-driven results.

Overview

years of professional experience

Work History

Night Audit / Front Desk (Acting MOD – Overnight Operations)

SureStay Hotel

SeaTac, WA

01.2025 - Current

Independently run full hotel operations overnight, maintaining continuity across all departments without on-site management
Act as Manager on Duty overnight, making operational decisions and resolving issues in the absence of leadership
Execute nightly audit, billing reconciliation, and reporting during high-occupancy and sold-out conditions
Resolve complex guest and operational issues end-to-end, including billing disputes, room reassignments, and service failures
Control room inventory, no-shows, and housekeeping coordination to protect occupancy and prevent revenue loss
Identify and correct operational failures in real time, including shuttle overbooking and reservation discrepancies
Stabilize operations during staffing gaps and inconsistent processes to maintain service continuity
Oversee coordination of front desk, housekeeping, breakfast, and shuttle operations to ensure full-property performance
Manage inventory levels to prevent shortages and service disruption
Improve workflows by identifying inefficiencies and implementing corrective adjustments
Train newly hired manager on front desk systems and daily operations
Conduct security checks and maintain overnight property safety

Front Desk / Night Audit

Comfort Inn

Lakewood, WA

01.2025 - 01.2026

Sustained full-property operations during extended staffing shortages by covering 16-hour shifts across departments over a one-year period
Managed front desk operations across all shifts, handling high guest volume, billing issues, and service recovery independently
Directed housekeeping priorities, room readiness, and inventory coordination to maintain occupancy and reduce delays
Maintained military lodging contracts and rosters with accuracy and compliance
Managed inventory tracking and ordering, eliminating recurring shortages and improving operational readiness
Processed vendor payments, ensuring timely and accurate financial transactions
Executed full breakfast service while maintaining front desk operations during peak demand
Trained new employees and contributed to onboarding and development of management staff, including a current property manager
Resolved guest incidents and on-property issues independently, including safety-related situations
Identified and corrected recurring operational inefficiencies, improving workflow consistency and service delivery
Contributed to measurable performance improvements, including #1 Google ranking and first property award (2025), #16 national brand ranking (2025), and #2 local ranking (2026)

Bookkeeper

Church of Jesus Christ of Latter-day Saints

Florida

01.2019 - 01.2021

Maintained financial records, processed invoices, and ensured accurate tracking of income and expenses
Managed deposits, reconciliations, and financial documentation with a high level of accuracy

Pharmacy Technician

Rite Aid Pharmacy

Naples, FL

01.2006 - 01.2008

Filled prescriptions, processed payments, and assisted customers in a high-volume environment
Maintained compliance with pharmacy procedures and service standards

Education

High School Diploma -

Naples High School