Cecil Lott
Phoenix,AZ
Summary
Proven leader in hospitality management, notably with Hyatt, where I enhanced guest satisfaction through innovative service improvements and effective complaint resolution. Expert in property management and training, I excel in communication, driving team performance, and elevating guest experiences. Achieved seamless operations across various departments, demonstrating a blend of strategic vision and interpersonal skills.
Overview
14
14
years of professional experience
Work History
Guest Experience Manager
Four Seasons Hotels and Resorts
Scottsdale, AZ
12.2022 - Current
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
- Worked closely with entrainment and celebrity groups making sure their stay was seamless
- Managing over Concierge, Bell staff, Valet and Doorman
- Creating new ways to improve the guest experience and handling guest complaints
Guest Service Manager
Hyatt
Orlando, FL
02.2018 - 12.2022
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Managed over Bell, Valet and Door. Valets capacity with 600 spots.
Leader
Walt Disney World Resort
Orlando, FL
03.2010 - 02.2018
- Identified team weak points and implemented corrective actions to resolve concerns.
- Trained employees on Product or Service and assigned duties.
- Oversaw day-to-day activities of Number employees in Type establishment, fostering inspiring atmosphere to optimize employee experiences.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
Education
Bachelor Of Applied Arts - Hospitality Administration And Management
University of Central Florida
Orlando, FL05.2016
Skills
- Exceptional communication
- Valet and Bell service
- Property management knowledge
- Training and development
Timeline
Guest Experience Manager
Four Seasons Hotels and Resorts
12.2022 - Current
Guest Service Manager
Hyatt
02.2018 - 12.2022
Leader
Walt Disney World Resort
03.2010 - 02.2018
Bachelor Of Applied Arts - Hospitality Administration And Management
University of Central Florida