SHELBY STEWART
Norfolk
Summary
Hospitality professional with record of delivering exceptional guest experiences. Adept at managing customer interactions and resolving issues to ensure satisfaction. Known for strong teamwork and adaptability in fast-paced environments. Skills include customer service, communication, and problem-solving, valued by employers in field.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Complex Yield Manager
Goldkey PHR
06.2022 - 02.2025
- Compile and analyze daily, weekly, and monthly reports and communicate to internal and corporate partners.
- Responsible for the creation and management of all group bookings across three properties
- Implement dynamic pricing algorithms, leading to measurable increases in occupancy rates and revenue.
- Develop and maintain forecasting models, providing actionable insights for strategic planning.
- Managed reservations and billing, reducing errors and increasing accuracy in guest accounts.
- Managed room inventory effectively to minimize overbooking situations.
- Ensured accurate billing for guests by verifying charges and applying appropriate discounts or packages as needed.
Rooms Controller
Goldkey PHR
06.2021 - 06.2022
- Coordinated room assignments and resolved booking conflicts, enhancing guest satisfaction.
- Balance room inventory levels to maximize occupancy and average rate of a 300 room
property. - Process group booking recaps, group and transient reservations, any revisions, and group rooming list.
- Train front desk on proper reservations processes.
- Analyzed booking trends to optimize room usage and enhance operational efficiency.
- Maintained meticulous records of room statuses to prevent overbooking errors.
- Provided backup support during peak times by assisting front desk operations such as answering phones, processing reservations, or addressing walk-in inquiries.
Front Desk/Office Supervisor
Goldkey PHR
03.2020 - 06.2021
- Handled high-volume phone calls with professionalism, redirecting inquiries to appropriate departments while maintaining excellent customer service standards.
- Resolved customer complaints effectively by listening attentively, empathizing with their concerns, and providing prompt solutions tailored to individual needs.
- Trained new staff members on company policies and procedures, promoting adherence to established guidelines and fostering a positive work environment.
- Introduced digital tools for better guest management and service speed.
- Managed front desk operations, enhancing guest satisfaction and office efficiency.
Guest Service Agent
Goldkey PHR
06.2019 - 03.2020
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Maximized revenue by upselling room upgrades and additional services.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
Education
Bachelor of Science - Early Childhood Education
Virginia Commonwealth University
Richmond, VASkills
- Revenue management
- Inventory management
- Group bookings management
- Positive attitude
- Complex Problem-solving
- Relationship building
- Conflict resolution
- Attention to detail
Certification
CRMA
Timeline
Complex Yield Manager
Goldkey PHR
06.2022 - 02.2025
Rooms Controller
Goldkey PHR
06.2021 - 06.2022
Front Desk/Office Supervisor
Goldkey PHR
03.2020 - 06.2021
Guest Service Agent
Goldkey PHR
06.2019 - 03.2020
Bachelor of Science - Early Childhood Education
Virginia Commonwealth University
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