Preston Porter
Hilton
Brockton
10
years of professional experience
Hospitality leader with 12+ years of progressive management experience driving front office operations, luxury guest service, and team performance. I believe every guest interaction is an opportunity to build loyalty and every employee interaction is an opportunity to build a stronger culture. Throughout my career, I have successfully led hotel operations during sold-out nights, large group arrivals, operational disruptions, and staffing challenges while maintaining exceptional guest satisfaction and brand standards. My leadership philosophy centers on accountability, coaching, operational excellence, and empowering teams to deliver personalized service. I thrive in fast-paced luxury environments where anticipating guest needs, developing future leaders, and continuously improving operations define success.
Work History
Operations Manager
11 Months- Oversees daily operations for a 267-room full-service hotel, supporting front office, food & beverage, housekeeping, and engineering departments to ensure smooth property performance.
- Led Front Office operations with a team of 10 staff members, including scheduling, training, coaching, and performance management for guest service agents and supervisors.
- Coordinated Food & Beverage labor scheduling and ordering, managing a team of approximately 10 F&B employees while aligning staffing with occupancy forecasts and business demand.
- Collaborated with the Housekeeping Manager overseeing a team of ~30 room attendants and house staff, ensuring room readiness, operational efficiency, and interdepartmental coordination.
- Improved overall guest satisfaction scores by 27% through enhanced service recovery, staff coaching, and operational process improvements.
- Managed labor allocation and scheduling across departments, adjusting staffing levels to control labor costs while maintaining service standards.
- Maintained payroll oversight through UKG, ensuring accurate labor tracking and compliance with company payroll procedures.
- Provided hands-on operational leadership, regularly covering front desk and night audit shifts to support staffing needs and maintain service continuity.
- Resolved escalated guest concerns and service failures, implementing service recovery strategies that improved guest experience and brand compliance.
- Conducted daily operational briefings with department leaders, reviewing occupancy, staffing levels, service priorities, and operational challenges.
Director of Rooms
1 Year 10 Months- Directed daily operations for the Front Office, Housekeeping, Reservations, and Guest Services departments to ensure smooth and efficient workflow.
- Oversaw departmental budgets, ensuring cost control and adherence to financial targets.
- Developed and implemented operational policies to enhance guest satisfaction and efficiency.
- Ensured the highest level of guest satisfaction by monitoring service standards and addressing guest feedback promptly.
- Recruited, trained, and mentored department managers and staff to uphold brand standards and provide exceptional service.
- Partnered with the General Manager to create strategies for maximizing revenue and enhancing guest experiences.
Assistant Front Office Manager
1 Year 1 Month- Assist in the daily maintenance of room inventory status to achieve maximum revenue.
- Supervised the activities and the service levels Guest Service Agents, Bellmen, Concierge, & Valet.
- Coordinated activities with other hotel departments in order to increase levels of communication and guest satisfaction.
- Acted as liaison between sales and front desk staff in order to ensure that all group events were executed perfectly.
- Participate in daily operations meetings as well as weekly & monthly revenue meetings
- Responsible for department P/L
Front Office Supervisor
6 Months- Uses Microsoft Office and Excel to create high-quality documents, spreadsheets, and presentations for internal and external needs.
- Maintains professionalism and respect while greeting and welcoming visitors, vendors, and members of the public to the facility.
- Sets up efficient workflow processes, tracked daily productivity, and made changes to improve the overall effectiveness of personnel and activities.
- Answers questions and addresses , resolves, or escalated issues to management personnel to satisfy customers.
Front Office Manager
1 Year 5 Months- Aided General & Assistant manager in interviewing potential employees, asking pertinent questions, and providing feedback following the interviews.
- Created and updated work schedules to accommodate changing staffing levels and workload expectations.
- Trained team members on new hotel services and products to support promotional efforts.
- Stepped in to help with various tasks at the front desk when an employee was absent or out for lunch.
- Gathered and analyzed historical administrative cost data in order to prepare monthly budgets for corporate management.
Front Desk Agent
11 Months- Answered calls quickly and directed them to the appropriate guest or department.
- Kept track of the cash in the drawer, made bank deposits, and posted charges for items that guests might order or use during their stay.
- Was in charge of collecting deposits, fees, and payments, as well as processing all financial data and providing customers with receipts and change.
- Handed out room keys and answered questions about how to use them properly upon check-in.
Front Office Supervisor/ Night Audit
1 Year 6 Months- Greeted a large number of visitors, including VIPs, vendors, and candidates for interviews.
- Identified and recommended changes to existing processes to improve the customer service department's accuracy, efficiency, and responsiveness.
- Assisted program operations by preparing and updating documents, reports, and spreadsheets.
- Reconciled accounts by documenting correct financial information in the general ledger after reviewing bank account statements.
Guest Service Agent
10 Months- Suggested hotel amenities or services that guests might find useful.
- Improved the check-in process to cut down on wait times and boost customer satisfaction.
- Helped local sports teams, museums, restaurants, and other tourist attractions by promoting events to hotel guests.
- Assisted visitors with their requests for dining and tourist attractions by researching various venues and locations.
Education
- Business Management
Skills
Hotel and accommodations guest check-out
Hotel experience
Office Administration
Microsoft Office Suite
Organization and efficiency
Scheduling
Data entry documentation
Professional and polished presentation
Suggestive selling
Resolving discrepancies
Inventory control
Upselling
Hiring
Guest Services
Cash handling
Client interaction via phone calls
Front desk
Guest reservation booking
Bank Reconciliation
Financial report writing
Hotel and accommodations guest issue escalation
Budget hotel experience
Teamwork
Hotel and accommodations guest complaints handling
Night Audit
Food service management experience
Office management
Operations management
Performance management
Customer complaint resolution
Team development
Hotel management
Communication skills
Timeline
Operations Manager
Hilton
08.2025 - CurrentRead More
Director of Rooms
Courtyard by Marriott
10.2023 - 08.2025Read More
Assistant Front Office Manager
The Fairmont Copley Plaza Hotel
09.2022 - 10.2023Read More
Front Office Supervisor
Hilton Boston Back Bay
02.2022 - 08.2022Read More
Front Office Manager
Hilton Garden Inn Phoenix North Happy Valley
09.2020 - 02.2022Read More
Front Desk Agent
Holiday Inn Express & Suites Phoenix West - Buckeye, an IHG Hotel
06.2019 - 05.2020Read More
Guest Service Agent
WorldMark Scottsdale
03.2017 - 01.2018Read More
Front Office Supervisor/ Night Audit
Sheraton Phoenix Crescent
09.2016 - 03.2018Read More
Bunker Hill Community College
from Business Management
Read More