Susan Marie Shebalin

Susan Marie ensures the effective monitoring, coaching and training of their staff, all while keeping in mind their main goal of Genuine Hospitality. Under Susan’s direction, they consistently receive accolades from their hotel clients and guests for accuracy, quality of service, and sales performance.

She is a 5th Generation San Franciscan, who fell in love with the hospitality industry while living and working in Europe. Her very first hotel job was in a quaint little town in Austria. Not knowing too much of the German language, she soon realized just how much a smile can speak in any language. After Susan joined Topaz, the concept of the “Phone Smile” became an intricate part of every Reservations Sales Associate’s repertoire. After all, “Smiles over the phone might be unseen, but they are definitely heard”