Bria Lee
Baltimore
Summary
I believe strong hotel operations are built through structure, accountability, and leaders who develop people as intentionally as they manage performance. With more than 16 years of hospitality experience and progressive leadership across Hilton, Hyatt, and independent hotels, I have built high-performing teams, strengthened operational processes, optimized labor, supported revenue goals, and created systems that improve both the guest experience and business performance. My leadership style is hands-on, collaborative, and solutions-driven, with a focus on building organized operations, empowering teams, and delivering consistent results.
Overview
6
6
years of professional experience
Work History
Front Office Manager
Hotel Revival
Baltimore, MD
03.2026 - Current
- Direct front office operations for a 107-room luxury boutique hotel, aligning daily execution with while maintaining focus on guest satisfaction, operational efficiency, and financial performance.
- Elevated third-party guest satisfaction scores from 87% to over 93% within the first month by implementing service recovery initiatives, coaching front desk associates, and reinforcing guest experience standards.
- Partner with Revenue Management, Sales, Housekeeping, Engineering, and Finance to optimize room inventory, labor utilization, and service delivery, ensuring a seamless guest experience throughout the hotel.
- Strengthened operational consistency by developing and implementing standardized front office procedures that improved accountability, streamlined workflows, and enhanced communication across departments.
- Led workforce planning through occupancy forecasting, labor scheduling, and business trend analysis to balance service excellence with labor cost objectives.
- Collaborate with executive leadership to identify operational opportunities, implement process improvements, and support initiatives that strengthen overall hotel performance and long-term business objectives.
- Drive team performance by recruiting, coaching, and developing front office professionals while fostering a culture of accountability, collaboration, and continuous improvement.
Front Office Manager
Hyatt Place Baltimore Inner Harbor
Baltimore, MD
02.2025 - 09.2025
- Directed front office operations for a high-volume hotel, overseeing guest services, front desk bar operations, valet services, and third-party reservation management to ensure a seamless guest experience.
- Enhanced front office performance scores by reinforcing service standards, strengthening operational consistency, and providing hands-on coaching to front office team.
- Fostered collaboration between front office, housekeeping, valet, and operational departments to enhance communication, streamline workflows, and elevate guest experience.
- Optimized labor and daily operations by evaluating occupancy forecasts, business demand, and staffing needs to maintain service levels while managing labor costs.
- Coordinated third-party reservations from booking through arrival, ensuring reservation accuracy and effective communication with guests and travel partners.
Dual Assistant General Manager
Hilton Garden Inn & Homewood Suites
Hanover, MD
04.2024 - 10.2024
- Helped drive the performance of two Hilton-branded hotels totaling 237 guest rooms by partnering with the General Manager to align daily operations with revenue goals, guest satisfaction, and financial objectives.
- Coached department leaders, established clear performance expectations, and created accountability across Front Office, Housekeeping, Engineering, and Food & Beverage, resulting in improved operational consistency.
- Led service recovery efforts, resolved complex escalated concerns, and empowered department leaders to make timely, guest-focused decisions, enhancing overall guest experience.
- Optimized labor utilization by analyzing occupancy forecasts, business demand, and staffing patterns to ensure operational coverage while controlling labor costs.
- Increased Suite Shop revenue by 2%, earning the second-highest sales performance in the company by improving product merchandising, maintaining inventory levels, and coaching associates on guest engagement and suggestive selling techniques.
- Reviewed business trends, occupancy levels, and departmental performance to identify opportunities for greater efficiency, improved workflows, and stronger financial results, supporting operational planning.
Front Office Manager
Hilton Hotel Inner Harbor
Baltimore, MD
04.2021 - 04.2024
- Increased front office revenue by 4% through strategic upselling initiatives, associate coaching, and incentive programs.
- Championed guest satisfaction initiatives that improved overall service scores and strengthened brand standards.
- Oversaw front desk operations, managing check-in/check-out processes and resolving escalated guest concerns to maintain service excellence.
- Collaborated with Director of Front Office to manage daily front office operations, enhance team performance, and ensure high-quality service delivery.
- Produced and analyzed occupancy forecasts to optimize staffing levels, labor costs, and operational efficiency.
- Collaborated cross-functionally with Housekeeping, Engineering, and Sales to improve communication, streamline operations, and enhance the overall guest experience.
- Managed scheduling for front office personnel, optimizing resource allocation to meet peak demands.
- Developed training programs for onboarding new employees, promoting consistency in service standards.
Front Desk Supervisor
DoubleTree by Hilton
Pikesville, MD
03.2020 - 04.2021
- Enhanced guest satisfaction by leading service recovery efforts, resolving escalated concerns, and empowering associates to deliver exceptional hospitality.
- Directed daily front office operations by coordinating shift activities, supporting service execution, and ensuring compliance with Hilton brand standards.
- Strengthened team performance through hands-on coaching, real-time problem solving, and consistent reinforcement of operational expectations.
- Maintained operational and financial accuracy by overseeing cash handling, balancing daily transactions, and ensuring compliance with front office audit procedures.
Education
High School Diploma -
National Academy Foundation High School
Baltimore, MD06-2011
Skills
- Hotel Operations Leadership
- Team Development & Coaching
- Labor Forecasting & Scheduling
- Operational Excellence
- Budget & Cost Control
- Cross-Functional Collaboration
- Guest Experience Strategy
- Forecasting, Budgeting & Financial Oversight
- Performance Management
- Microsoft Office Suite
- Process Improvement
- Opera PMS
Timeline
Front Office Manager
Hotel Revival
03.2026 - Current
Front Office Manager
Hyatt Place Baltimore Inner Harbor
02.2025 - 09.2025
Dual Assistant General Manager
Hilton Garden Inn & Homewood Suites
04.2024 - 10.2024
Front Office Manager
Hilton Hotel Inner Harbor
04.2021 - 04.2024
Front Desk Supervisor
DoubleTree by Hilton
03.2020 - 04.2021
High School Diploma -
National Academy Foundation High School