Henry Davis
Boise,ID
Summary
Guest-focused leader known for building consistent, caring hospitality teams through coaching, empathy, and strong follow-through. Lead a 10 person front desk team in a 138-room hotel, supporting labor tracking, scheduling, training, shift coverage, cash handling, guest management, and cross-department communication.
Overview
4
4
years of professional experience
Work History
Guest Service Supervisor
Home2 Suites by Hilton – Boise Downtown (Managed by Raymond Management Company)
10.2025 - Current
- Supervise front desk operations for a 138-room hotel; lead and coach a 10 person front desk team to maintain excellent service standards.
- Track front office labor budgets in Hotel Effectiveness and partner with upper management to build and adjust the desk schedule to meet coverage needs.
- Trained and onboarded 5 new hires in 8 months, setting a consistent guest-first standard across the desk team.
- Cover key shifts as needed to maintain coverage and ensure smooth operations.
- Drive guest experience metrics, supporting a Q4 2025 Service Quality Score of 99% across 211 reviews.
- Use the Stay Experience platform to monitor feedback and respond to reviews in a timely, professional manner.
- Process and manage Advanced Purchase reservations, ensuring policy compliance and reservation accuracy in the PMS.
- Lead Shop Call program performance, reinforcing phone standards, booking techniques and upsells; ranked #1 in the portfolio throughout 2025.
- Audit desk processes and reservations for accuracy; resolve issues early and drive consistent solutions across shifts.
- Support maintenance by handling basic troubleshooting and tracking follow up on reported issues.
- Built a strong, accountable desk culture through consistent coaching and clear standards.
- Step in to assist housekeeping during high-demand periods by inspecting rooms and updating room status.
Guest Service Representative
Home2 Suites by Hilton
09.2024 - 10.2025
- Managed check-in/out, billing adjustments, guest requests, and issue resolution on busy shifts.
- Coordinated with housekeeping/maintenance to resolve room defects and restore readiness efficiently.
- Took a planned break from full-time work (May 2023–Sep 2024) to complete college coursework and return with renewed focus on hospitality leadership.
Guest Service Representative
Home2 Suites by Hilton
05.2022 - 09.2023
Education
Coursework - Political Science
University of Denver
Denver, COCommunications
College of Western Idaho
Nampa, IDSkills
- Guest Services Management
- Front Desk Operations
- Guest Recovery & Service Resolution
- Team Leadership & Coaching
- Hilton PEP
- Quore
- Kipsu
- Hotel Effectiveness
- Stay Experience Platform
- Microsoft Office
Timeline
Guest Service Supervisor
Home2 Suites by Hilton – Boise Downtown (Managed by Raymond Management Company)
10.2025 - Current
Guest Service Representative
Home2 Suites by Hilton
09.2024 - 10.2025
Guest Service Representative
Home2 Suites by Hilton
05.2022 - 09.2023
Coursework - Political Science
University of Denver
Communications
College of Western Idaho