MACKENZIE MATTHEWS
Savannah
Summary
Hospitality professional with 7+ years in hotel operations and team leadership at top brands like Hilton and Marriott. Actively looking for career opportunities in South Florida region and open to relocation for the right fit. Skilled in fostering high-performance cultures, driving operational initiatives, and enhancing employee retention. Expertise in aligning operational excellence with HR strategies to boost service delivery and staff satisfaction. Seeking to apply operational and HR skills in an executive role within the hospitality sector.
Overview
8
8
years of professional experience
Work History
Assistant Director of Front Office Operations
MARRIOTT HOTELS
Savannah
10.2022 - Current
- Company Overview: JW Marriott Plant Riverside District, Savannah, GA 31401
- Lead daily operations of Front Office in a large-scale Marriott property with 419 rooms, spanned over 5 acres, overseeing 2 Front Desk locations, Concierge, Bell Services, and Night Audit/Night Management.
- Manage, train, and mentor a team of 20+ front office staff and managers, fostering an environment focused on service excellence and accountability.
- Partner with executive leadership to ensure adherence to brand standards and SOPs, while innovating processes to improve guest satisfaction.
- Reduced guest service recovery time through targeted training and escalation protocols.
- Successfully implemented new check-in initiatives to streamline guest arrival experience and reduce wait times.
- Act as MOD during major events and holidays, responsible for high-profile VIP guest relations and on-site crisis response.
- JW Marriott Plant Riverside District, Savannah, GA 31401
Front Office Manager
HILTON AMERICAS
Houston
07.2021 - 10.2022
- Company Overview: Houston, TX
- Oversaw day-to-day front office operations of a 1,207-room flagship Hilton property.
- Worked closely with Assistant Director and Director of Front Office to manage staffing, training, and policy enforcement.
- Spearheaded upsell program, increasing property revenue through team engagement and personalized guest upgrades.
- Partnered with Security in managing on-property emergencies and ensuring detailed documentation.
- Responsible for night audit supervision and management coverage during overnight shifts.
- Houston, TX
Front Office Manager
DOUBLETREE BY HILTON
Houston
10.2020 - 07.2021
- Company Overview: GEORGE BUSH AIRPORT, Houston, TX
- Managed front office, shuttle department, and group/VIP logistics for high-traffic airport property.
- Led retraining initiatives that significantly improved SALT scores and reduced guest complaints.
- Coordinated complex transportation and room arrangements for airline crews and large groups.
- Played key role in improving team morale and performance through coaching and structured SOP adherence.
- GEORGE BUSH AIRPORT, Houston, TX
Front Desk Associate → Front Office Supervisor → Asst. Front Office Manager → Front Office Manager
HILTON HOTELS
Altamonte Springs
05.2017 - 02.2020
- Company Overview: Altamonte Springs, FL
- Fast-tracked from entry to management roles in under two years, driven by strong leadership and results.
- Developed front desk teams, implemented operational procedures, and enhanced service delivery.
- Handled VIPs, large group logistics, and hotel-wide incident management.
- Led the team through full-property renovation with minimal guest disruption.
- Altamonte Springs, FL
Education
B.A. - Hospitality Management
University of Central Florida (UCF)
01.2016
Associates of Arts Degree -
Daytona State College
01.2016
Skills
- Strategic leadership
- Talent acquisition and retention
- Employee engagement and relations
- Labor law compliance
- Learning and development
- Diversity, equity, and inclusion
- Conflict resolution
- Performance management
- Change management
Certifications And Achievements
- Hilton Front Office Academy Graduate
- R&I System Certified
- MARSHA and Opera PMS expert
- 3 Promotions in Under 3 Years (Hilton)
- Successfully Improved SALT Guest Satisfaction Scores at Multiple Properties
- Key Contributor During Full Hotel Renovation (Altamonte Springs Hilton)
- Introduced cross-departmental training initiatives that increased staff retention and team cohesion.
- Oversaw HR functions including interviewing, onboarding, disciplinary actions, and staff performance evaluations.
- Worked directly with HR to handle employee relations and resolve personnel conflicts proactively.
- Led front office staff development through coaching and performance reviews aligned with HR standards.
- Revamped front desk training SOPs to ensure HR compliance and improve associate engagement.
- Developed and executed hiring and onboarding plans for shuttle and front office staff.
- Acted as HR liaison for front office, leading interviews, staff development, and disciplinary procedures.
Timeline
Assistant Director of Front Office Operations
MARRIOTT HOTELS
10.2022 - Current
Front Office Manager
HILTON AMERICAS
07.2021 - 10.2022
Front Office Manager
DOUBLETREE BY HILTON
10.2020 - 07.2021
Front Desk Associate → Front Office Supervisor → Asst. Front Office Manager → Front Office Manager
HILTON HOTELS
05.2017 - 02.2020
B.A. - Hospitality Management
University of Central Florida (UCF)
Associates of Arts Degree -
Daytona State College