Open to opportunities

Baylei Williams

@bayleiwilliams

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Experienced customer service and hotel management professional driving exceptional guest experiences.

United States

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What I'm looking for

I seek a customer-focused operations role where I can lead front-office teams, improve guest satisfaction, streamline processes, and grow into broader management responsibilities.

I am a results-driven customer service and hotel management professional with extensive experience in front office operations, conflict resolution, and team training. I have consistently delivered high levels of customer satisfaction by streamlining processes and optimizing guest services.

In my recent roles as Assistant Front Office Manager, I coordinated cross-departmental efforts, developed relationships with VIP clients, implemented cost-saving inventory measures, and managed escalations to resolve issues promptly. I also have remote escalation and title processing experience supporting timely documentation and regulatory compliance.

I bring strong communication, staff development, and operational skills, with proficiency in property management systems and a wide range of administrative and technical tools. I am authorized to work in the US and hold certifications including First Aid, CPR, Notary Public, TABC, and Food Handler.

Experience

Work history, roles, and key accomplishments

Assistant Front Office Manager

Crowne Plaza Houston Medical Center Galleria

Jun 2023 - Jun 2025 (2 years)

Assisted management of front office operations, improved guest satisfaction by resolving complaints promptly, and implemented inventory optimizations that reduced supply costs while maintaining service quality.

Guest Service Front Desk Operations Staff Training Inventory Control Conflict Resolution

Assistant Front Office Manager

Le Méridien Hotel by Marriott

Mar 2023 - Jun 2023 (3 months)

Oversaw daily front desk operations and a team of front office staff to ensure service standards, coordinated check-ins/check-outs, and managed guest inquiries and complaints to maintain high service levels.

Team Supervision Guest Relations Check Out Complaint Handling Reservation Coordination Communication

Title’s Escalation Specialist

Wolters Kluwer

Sep 2021 - Mar 2023 (1 year 6 months)

Managed inbound calls and emails to resolve customer complaints and escalations, maintained accurate records of interactions, and liaised with DMVs and departments to expedite title paperwork processing.

Customer Support Escalation Management Documentation Title Processing Record keeping Email Support Compliance

Registration/Title Clerk

Vroom

Nov 2020 - Sep 2021 (10 months)

Prepared and submitted tag and title documents for retail and wholesale transactions, processed trade title paperwork, and ensured accurate, compliant legal transfers in a timely manner.