Shyrie Chaney
Metairie
Summary
Customer Service & Operations Leader with 10+ years of progressive experience managing high-performing teams and delivering exceptional customer experiences in fast-paced, 24/7 environments. Proven success leading cross-functional operations, optimizing workforce performance, resolving escalated concerns, managing KPIs, and driving process improvements that enhance efficiency and customer satisfaction. Adept at building strong teams, improving service quality, and supporting business growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
OPERATIONS/Hotel General Manager
The Quisby Hotel
09.2022 - Current
- Lead daily operations for a 30-room boutique hotel, overseeing front desk, housekeeping, maintenance, bar operations, and guest services.
- Direct, coach, and develop a team of 20+ employees and supervisors through performance evaluations, training, and accountability.
- Manage recruiting, onboarding, scheduling, payroll administration, and employee relations.
- Analyze occupancy, revenue, labor costs, guest feedback, and online reviews to identify trends and implement strategies that improve performance.
- Resolve guest escalations and implement service recovery strategies that maintain high customer satisfaction and drive repeat business.
- Collaborate with ownership, vendors, and third-party partners to streamline processes and reduce operational costs.
- Develop and implement standard operating procedures that improve efficiency, efficiency, and the overall guest experience.
- Ensure compliance with health, safety, and alcohol service regulations using active Louisiana Liquor License.
- Developed training programs for staff, improving team performance and productivity.
- Streamlined operational workflows to enhance efficiency and reduce turnaround times.
FRONT DESK SUPERVISOR
Embassy Suites
04.2020 - 09.2022
- Supervised front desk team to deliver exceptional guest experiences and efficient operations.
- Handled escalated guest concerns, ensuring timely resolution and maintaining high satisfaction scores.
- Conducted daily briefings, delegated tasks, and ensured operational readiness.
- Assisted with training, performance management, and schedule coordination.
- Monitored occupancy levels, financial transactions, and generated end-of-day reports.
FRONT DESK AGENT / NIGHT AUDITOR
11.2019 - 04.2021
- Managed guest check-ins/outs, reservations, and inquiries with a focus on outstanding service.
- Led pre-shift meetings and trained new hires on service standards.
- Performed nightly audits, balanced accounts, and ensured accurate revenue reporting.
- Consistently recognized for professionalism, accuracy, and guest satisfaction.
FRONT DESK / NIGHT AUDITOR
07.2018 - 10.2019
- Balanced and audited hotel income and expense reports daily.
- Handled billing inquiries, payment reconciliations, and guest requests.
- Provided guests with detailed information on hotel services, events, and local attractions.
Education
Massage Therapy Certificate -
Blue Cliff College
Metairie, LA01-2018
General Studies - undefined
Concordia College
Selma, AL01-2016
Skills
- Customer Service Leadership
- Operations Management
- Team Leadership & Development
- Performance Management
- KPI Tracking & Analysis
- Escalation Management
- Workforce Planning & Scheduling
- Process Improvement
- Conflict Resolution
- Employee Relations
- Budgeting & Cost Control
- Vendor & Contract Management
- Recruiting, Hiring & Onboarding
- Payroll Administration
- Training & Coaching
- Compliance & Risk Management
- Multi-Department Leadership
- Microsoft Office Suite
- Cloudbeds PMS
- AI Customer Support Systems
- Problem-solving
- Team leadership
Certification
- Louisiana Food Safety Certification (Expires 2031-05-25)
- ServSafe Food Protection Manager Certification
- Louisiana ABO (Responsible Vendor) Manager Certification
Timeline
OPERATIONS/Hotel General Manager
The Quisby Hotel
09.2022 - Current
FRONT DESK SUPERVISOR
Embassy Suites
04.2020 - 09.2022
FRONT DESK AGENT / NIGHT AUDITOR
11.2019 - 04.2021
FRONT DESK / NIGHT AUDITOR
07.2018 - 10.2019
General Studies - undefined
Concordia College
Massage Therapy Certificate -
Blue Cliff College