Front Office Manager - Holiday Inn / IHG Hotels
(2022-11 - 2025-12)
- Managed front desk operations and daily administrative processes to support smooth hotel performance.
- Prepared reports and documentation to help track operations and support management decisions.
- Resolved employee and guest questions to improve communication and service consistency.
- Trained front desk staff on procedures that improved team efficiency and guest support.
- Used Oracle Hospitality OPERA, Choice Advantage, SkyTouch, and other hotel systems for reservations, reporting, and daily operations.
Night Auditor / 3rd Shift Lead - Holiday Inn / IHG Hotels
(2017-04 - 2022-06)
- Completed night audit tasks to balance daily transactions and maintain accurate records.
- Supported overnight front desk operations while assisting guests with questions and requests.
- Handled check-ins, check-outs, and guest concerns to maintain service during overnight shifts.
- Coordinated third-shift front desk coverage and helped maintain smooth overnight operations.
- Used Oracle Hospitality OPERA, Choice Advantage, SkyTouch, and hotel data systems to support reporting and overnight processes.
PC Refresh / Queue Coordinator - TekSystems / Columbia Pipeline Group - Charleston, WV
(2016-03 - 2017-09)
- Created and maintained user profiles to support accurate system access and onboarding.
- Coordinated tickets, work orders, and incidents to improve response flow across locations.
- Supported asset restore and refresh efforts to reduce downtime and improve availability.
- Managed office tasks and queue activity while meeting deadlines in a fast-paced setting.
- Communicated with users, supervisors, and team members to keep operations organized.
Technical Trainer / Support Desk Analyst - West Virginia Office of Technology - Charleston, WV
(2012-10 - 2016-12)
- Taught employees how to use Microsoft applications to improve workplace productivity.
- Developed hands-on training materials and software courses for classroom instruction.
- Explained technical topics clearly to support learning for non-technical users.
- Helped complete a large system migration affecting more than 1,500 users.
- Wrote knowledge base content to improve support resources and troubleshooting.
Candle Maker / Wholesale Representative - A Primitive Glow - Nitro, WV
(2008-08 - 2014-02)
- Processed purchase orders and tracked vendor and customer requests accurately.
- Supported customer service in a team environment to encourage repeat business.
- Prepared products to order while following quality and production standards.
- Maintained supply and inventory records to support accurate stock management.
- Assisted with commission records and other business documentation tasks.
