Open to opportunities

Michelle Nelson

@michellenelson1

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Experienced hospitality professional delivering exceptional guest-focused service.

United States

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What I'm looking for

I seek a hospitality or remote customer-service role focusing on event coordination, guest relations, and operations where I can lead cross-functional teams, deliver excellent guest experiences, and grow into managerial responsibilities.

I am a dynamic, detail-oriented customer service and hospitality professional with over 10 years of experience delivering exceptional guest support, resolving inquiries, and managing high-volume communications for Marriott and other leading brands.

I coordinate and execute on-site events, meetings, and group functions, prepare and analyze detailed Banquet Event Orders (BEOs), and manage group room blocks to maximize revenue and occupancy. I partner with corporate and wedding planners to create tailored event experiences and liaise across departments to guarantee flawless delivery.

My background includes night audit and supervisory responsibilities, financial reporting, and front-desk operations across multiple properties, with demonstrated leadership in cross-departmental coordination and a record of 95%+ satisfaction ratings. I am highly organized, tech-savvy with experience in property management systems, and committed to bringing hospitality-level care to remote customer service roles.

I bring strong problem-solving, clear communication, and proactive follow-through to fast-paced environments, building rapport with diverse clients and ensuring satisfaction through efficient coordination and service excellence.

Experience

Work history, roles, and key accomplishments

Current

Property Events Specialist

Current

Courtyard Hartford Windsor Marriott

Mar 2019 - Present (7 years 2 months)

Coordinate and execute on-site events and group functions, prepare and analyze Banquet Event Orders, and manage room blocks to maximize revenue while maintaining 95%+ guest satisfaction.

Event Planning Room Block Management Vendor Relations Property Management Systems Guest Relations Revenue Management

Guest Service Representative

Courtyard Hartford Windsor Marriott

Jul 2017 - Mar 2019 (1 year 8 months)

Delivered front desk service and night audit duties using Marriott systems to streamline operations and resolve guest issues, contributing to reliable overnight operations.

Guest Service Night Audit FOSSE GxP Mobile Control Panel Fosse

Guest Service Representative

Springfield Marriott

Feb 2014 - Jul 2017 (3 years 5 months)

Supported high-volume front desk operations, coordinated with banquet and housekeeping teams, and maintained high guest satisfaction through proactive service.

Front Desk Operations Guest Relations Coordination Housekeeping Liaison Reservation Management Customer Service Teamwork Conflict Resolution

Night Audit Manager

SpringHill Suites by Marriott

Feb 2013 - Feb 2014 (1 year)

Oversaw nightly financial reporting, room assignments for groups and VIP accommodations, and ensured accurate postings while upholding brand standards.

Night Audit Financial Reporting VIP Service Compliance Process Improvement PMS

Guest Service Representative

Best Western

Jan 2012 - Jan 2013 (1 year)

Assisted international guests with inquiries, supported front office operations, and improved cross-cultural guest satisfaction through attentive service.

Bilingual Support Customer Service Reservation Handling Cross Cultural Communication Problem Solving

Guest Service Representative

Fairfield Inn by Marriott

Jan 2011 - Jan 2012 (1 year)

Provided efficient check-in/check-out service and local recommendations to enhance guest experiences and streamline front desk throughput.

Check Out Reservation Management Guest Relations Time Management Customer Service

Executive Assistant

Realty Data Processing

Jan 2009 - Jan 2010 (1 year)

Supported executive leadership with scheduling, correspondence, tenant relations, and processed monthly payments while maintaining accurate financial records.

Executive Support Scheduling Tenant Relations Record keeping MS Office Communication

Bank Teller

Capital One Bank

Jan 2007 - Jan 2009 (2 years)

Processed financial transactions accurately and adhered to compliance standards while promoting bank services and delivering customer-focused support.

Cash Handling Transaction Processing Compliance Customer Service Sales Support Attention To Detail Financial Reporting

Passenger Service Representative

Swissport

Jan 2006 - Jan 2007 (1 year)

Facilitated international passenger arrivals, assisted with customs queries and baggage tracking, and maintained safety compliance during peak travel periods.

Baggage Tracking Customs Safety Compliance Communication