Tricia Schoon
I've been in the hospitality field for 11 years and currently serve as Assistant General Manager at the Residence Inn South Bartram Park, a position I've held for one year after being promoted from Front Office Manager. In my role, I handle a wide range of responsibilities including resolving all guest complaints, managing the front desk and front desk employees, overseeing the bar and breakfast area, assisting our sales manager with anything she needs, placing orders, and handling tax exempts. I'm particularly proud of getting our Elite Bonvoy numbers up really good this year and making sure our GSS scores are up. I also ensure that our front desk, housekeeping, and food and beverage teams are aware of our standards since we switched over to the MI Health Check, which is very important for Marriott. I would say my most notable professional achievement so far is assisting others find their calling in hospitality and helping them find their footing in this amazing world I call home. I'm crazy about Marriott and our properties - I'm definitely biased!
• Marriott Training Programs
• Operational Excellence
• Envision: Leading Teams
• Associate's Degree in Business Management with a minor in Hospitality (2017)
• Associate of the Month
What do you attribute your success to?
I definitely attribute my success to the fact that I just love working with guests and love interacting with people all day, every day. I also attribute my success to my team. Having the availability to speak with my team about anything is so important to me. If we're not able to talk about what's going on with the hotel, or just what's going on in their personal lives to make sure that they're okay, then I don't think we'd be as close as we are, and keeping them as grounded as they are.
What’s the best career advice you’ve ever received?
Remember that the person that's on the other side of the desk is a human.
What advice would you give to young women entering your industry?
Put your phone down. Take things slowly, and remember that you need to breathe, and there is a difference in life and work. We go into work, and we say yes to working 20 hours, and forget that we have a life. When I get asked what is my greatest weakness, I always say that my greatest weakness is that I can't say no. People ask me, can I do this, can I cover? I forget to say no, I forget that I have plans today, I just have a life outside of work, and I'll hinder my own self. So don't let your greatest weakness be that you can't say no.
What are the biggest challenges or opportunities in your field right now?
The biggest challenges are definitely phones - we don't know how to put our phones down, so getting people to focus on customer service instead of their cell phones is a major challenge. The best opportunities are just to be able to interact with guests that can impact your day in a positive way.
What values are most important to you in your work and personal life?
Having the availability to speak with my team about anything is most important to me. If we're not able to talk about what's going on with the hotel, or just what's going on in their personal lives to make sure that they're okay, then I don't think we'd be as close as we are, and keeping them as grounded as they are. I also value remembering that there is a difference between life and work, and not letting work consume everything.