Mayette Roberts Email & Phone Number

Jersey City, NJ, US

Soho NYC

⭐️⭐️⭐️⭐️⭐️ Hotel Quality Service

New York, New York, United States

General Manager for three hotels on the Lower East Side in New York City; Orchard Street Hotel, The Redford Hotel, and The Gatsby Hotel

United States

• Managed Front Desk, Rooms Controller, Bellman, PBX, Concierge, Valet, and Shuttle staff for 1,500 room property
• Rooms Controller responsibilities for five months and training the next Rooms Controller
• Ensured 100% guest satisfaction and resolution of escalated issues
• Improved guest satisfaction scores and customer service at the Front Desk
• Reviewed occupancy including OOO and Off-market rooms and worked with teams to address
• Secured payment, verify, and modify billing details for guests

1535 Baltimore Avenue Kansas City Mo. 64108

• Managed front desk, housekeeping, and engineering staff and schedule of 284-room dual property
• Responsible for 100% guest satisfaction and resolution of escalated issues
• Reviewed occupancy including OOO and Off-market rooms and worked with teams to address
• Secured payment, verify, and modify billing details for guests
• Monitored GXP including SNA/ADA, Mobile panel/key, and clearing all negative GSS items under SLA
• Responded to guest complaints in person, chat, and GSS and issued Marriott points for compensation when needed

Kansas City, Missouri Area

• Managed front desk, bellman, PBX, and shuttle staff and schedule for 1,500-room dual property
• Ensured 100% guest satisfaction and resolution of escalated issues
• Reviewed occupancy including OOO and Off-market rooms and work with teams to address
• Secured payment, verify, and modify billing details for guests
• Monitored GXP including SNA/ADA, Mobile panel/key, and clearing all negative GSS items under SLA
• Reached out to customers with negative survey responses to retain their business and resolve any issues

Kansas City, Missouri Area

• Managed front desk, housekeeping, and engineering staff and schedule of 284-room dual property
• Made personal connections with every guest to provide “service so memorable”
• Reviewed occupancy including OOO and Off-market rooms and work with teams to address
• Secured payment, verify, and modify billing details for guests
• Monitored GXP including SNA/ADA, Mobile panel/key, and clearing all negative GSS items under SLA
• Administrative duties included weekly schedule, front office supply orders, and daily team assignments

Kansas City, Missouri Area

• Led front desk staff of 74-room hotel to deliver a world class guest experience for every guest
• Responsible for 100% guest satisfaction and resolution of escalated issues
• Exceeded all key performance metrics, including SALT scores and Honors program enrollment
• Ensured operational excellence for front desk, schedule adherence, compliance to system check-in procedures
• Administrative functions each week including payroll and hotel organizational improvements

Kansas City, Kansas

• Took informal leadership role over front desk to deliver top-tier results for a 140-room hotel
• Drove process improvements at the front desk and front office and above average SALT scores
• Led multiple hotel administrative functions; office organization, hotel-wide decoration management