COLEMAN HOUSTON
Charlotte
Summary
Results-driven management professional with 4+ years of experience leading teams, optimizing operations, and improving customer satisfaction in fast-paced environments. Proven ability to coach employees, manage cross-functional teams, and drive performance through data-driven decision-making. Skilled in leadership, operations management, and process improvement to enhance efficiency and deliver measurable results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Barista
Higher Grounds Coffee
Boone, NC
01.2026 - Current
- Provided high-quality customer service in a fast-paced environment
- Prepared coffee and specialty beverages to established standards
- Processed transactions using POS systems
- Maintained clean, organized, and sanitary work areas
- Worked effectively with team members to ensure efficient service
- Addressed customer concerns promptly and professionally
Front Desk Manager
Courtyard by Marriott
Boone, NC
09.2023 - 10.2025
- Oversaw daily hotel operations, ensuring efficient front desk performance and alignment with brand standards
- Led, scheduled, and developed a team of front desk associates to meet service and operational goals
- Managed workflow across departments (housekeeping, maintenance, F&B) to ensure seamless guest experience
Identified operational inefficiencies and implemented process improvements, reducing service delays and complaints - Monitored key performance metrics (guest satisfaction, occupancy, service times) to drive continuous improvement
- Acted as primary escalation point for complex operational and guest issues, ensuring timely resolution
- Supported revenue management through inventory optimization, upgrades, and corporate account coordination
Front Desk Representative
Courtyard by Marriott
Carolina Beach, NC
02.2022 - 08.2023
- Built strong relationships with individual and corporate guests through proactive communication and personalized service.
- Managed client inquiries, reservations, and billing issues, ensuring accuracy and timely resolution.
- Increased repeat bookings by delivering consistent, high-quality experiences and follow-up support.
- Maintained detailed guest profiles and preferences to support personalized account management.
- Collaborated with leadership and operations teams to improve service delivery and client satisfaction.
Education
Bachelor of Science - Business Administration
Appalachian State University
Boone, NC05-2026
Skills
- Client Relationship Management
- Account Retention & Growth
- Customer Success Strategy
- Stakeholder Communication
- Conflict Resolution
- Performance Reporting & Analysis
- Cross-Functional Coordination
- Process Improvement
- CRM & Data Management
- Microsoft Excel (Advanced)
Certification
- Microsoft Office Specialist: Microsoft Excel Expert
- Envision: Leading Teams - Marriott International
Timeline
Barista
Higher Grounds Coffee
01.2026 - Current
Front Desk Manager
Courtyard by Marriott
09.2023 - 10.2025
Front Desk Representative
Courtyard by Marriott
02.2022 - 08.2023
Bachelor of Science - Business Administration
Appalachian State University