Prem Patel

I’m a hospitality operations leader with 9+ years designing and managing guest experiences across high-volume resort, branded hotel, extended-stay, and independent lodging environments. I’m known for building service cultures, coaching teams to exceed satisfaction benchmarks, and translating customer feedback into practical operational improvements. I bring a standards-driven, guest-obsessed discipline to every customer-facing environment.

As a Front Desk Supervisor (2024–Present) at Turning Stone Resort Casino, I lead guest experience operations for a 500-room resort casino property, setting service quality and response-time expectations across all touchpoints. I’m the primary escalation point for complex guest concerns, monitoring feedback in real time and implementing corrective protocols to close recurring service gaps. I coach and develop associates through structured onboarding, LMS-based training, and ongoing performance feedback, while coordinating with Housekeeping, Maintenance, Food & Beverage, and Security to keep the guest journey seamless.

Previously, as an Operations & Guest Experience Manager (2017–2024) at Choice Hotels Properties, I managed guest experience end-to-end—from reservation and arrival through service recovery and departure—while maintaining consistent satisfaction performance across multiple property types. I led customer-facing operations including front desk, reservations, complaint resolution, and service standards enforcement, and recruited, trained, and managed teams across locations. I also identified customer feedback trends and adjusted service protocols, staffing approaches, and operational procedures to elevate satisfaction—including operating an extended-stay environment in Rome, NY with long-term DSS-voucher residents.