Susan Connelly, this year’s recipient of the Outstanding Front Office Employee of the Year, has consistently gone above and beyond to create truly memorable experiences for her guests. She brings not only professionalism and expertise to every shift, but also a genuine passion for hospitality—especially when it matters most.

In one particularly challenging situation, a guest became extremely upset after multiple room changes, including one involving a wasp nest on the patio. The issue escalated to customer care, and the guest insisted on speaking only with the general manager. With senior leadership unavailable, Susan stepped forward without hesitation. Through patience and empathy, she learned the stay was meant to celebrate a 13th birthday, and with just three hours remaining before checkout, she committed to completely turning the experience around.

In moments where others might feel overwhelmed, Susan remained calm, compassionate, and solution-oriented, determined to make things right for the guest and their family.

After coordinating with multiple departments, Susan created a surprise in-room celebration complete with balloons, a custom cake, cake pops, and even a Jacksonville Jaguars gift bag with a team hat—items she personally sourced from the Florida Mall when local outlets didn’t have what was needed.

What began as a frustrating stay was transformed into a joyful and unforgettable memory. The guest later shared a heartfelt and glowing review, reinforcing the true impact of Susan’s dedication and the powerful difference one person can make in hospitality.

Finally, Susan recently completed the Elevate Program, designed to develop future leaders, further demonstrating her commitment to growth, excellence, and continued professional development.