Meet Frontdesk: Guest Experience Manager

For our Meet Frontdesk blog this month, we sat down with Ashley Fields, Guest Experience Manager. Ashley started at Frontdesk in October of 2018 and during that time, she has exemplified Frontdesk’s core value of owning it and having a growth mindset. These values really show when Ashley is going above and beyond for our guests! In her free time, Ashley enjoys painting, music, spending time with her family and friends but most of all, cheering on her KANSAS CITY CHIEFS!

Tell me about your role and what you do here at Frontdesk?

As a Guest Experience Manager here at Frontdesk, I: 

  • Help resolve any escalated issues and guest complaints
  • Payroll
  • Directly supervise Senior GES team
  • Recognize direct reports for accomplishments and milestones
  • Hire/Fire and works closely with HR to have a constant flow of amazing talent
  • Maintain consistent one-on-ones with the Director of Guest Experience and Senior GES’s to ensure team building, team work, strong work ethic and performance evaluations
  • Coordinate and run biweekly GES team meetings and Senior GES meetings.
  • Work with the Director of Guest Experience and training manager closely on new processes and implementation
  • Delegate tasks as needed
  • Jump in for GES emergencies or support as needed

What do you enjoy most about your role?

I most enjoy collaborating with all of the creative and brilliant minds here at Frontdesk to create the best experience possible for our guests and co-workers. Seeing and being a part of Frontdesk’s growth has been tremendously rewarding. When I joined the team we had only 3 cities under our belt and now we have 30 and counting!

What were you doing before Frontdesk and what brought you here?

I come from a long line of customer service management. Our training manager here at Frontdesk told me about this amazing new company that she had started with as a Guest Experience Specialist. Being able to continue in a field that I love, combined with working remotely, was the perfect combination to allow me to grow in my career while getting to spend more time with my family. I am proud to say that Frontdesk was then and still is, hands down, the best choice I have ever made in my career.

What is your favorite Frontdesk city?

Kansas City by default because that’s where I was born and raised!
Recommendations of places to visit in the area: The Crossroads Art District, Kansas City’s City Market, Kauffman Stadium and last but not least, Arrowhead (GEHA Field) Stadium- the atmosphere is something everyone should experience while in KC!

What has been your biggest learning experience since starting at Frontdesk?

Embrace change! With such a fast growing company and ever changing world around us, it is important to adapt and overcome while exemplifying our core values

What advice would you give to others in your role?

Ask all of the questions, be adaptable, and never suffer in silence. There is always a solution and a helping hand around every corner.

What surprised you about working at Frontdesk?

The culture- It is unlike anything I have ever experienced. The support, teamwork, and relationships built combined with the collective growth mindset we have here at Frontdesk is something I had never experienced and wouldn’t trade for the world.

Bucket list place to visit?

Italy- It is absolutely beautiful- the art, landscapes, shopping, and who can forget the endless vineyards!