Cecil Lott
Auberge Resorts
Aspen,CO
10
years of professional experience
Director of Guest Services with 8+ years of experience leading front office, concierge, bell, and valet teams. Known for VIP handling, staff development, and service recovery that strengthens guest satisfaction.
Work History
Director of Guest Services
1 Year 6 Months- Directed guest services operations, ensuring seamless arrivals, departures, and concierge support.
- Coordinated front office, bell, and valet teams to maintain consistent luxury service standards.
- Implemented service recovery protocols to resolve guest concerns quickly and professionally.
- Trained associates on Forbes standards, guest engagement, and property communication procedures.
- Monitored guest feedback and daily operations to improve service consistency and response times.
- Collaborated with reservations and housekeeping to align room readiness with guest expectations.
- Maintained accurate room inventory, assignment details, and guest profiles within property systems.
- Managed a team of guest service professionals, fostering a positive work environment and promoting high-quality customer service standards.
- Over Front Desk, MOD's, Concierge & Bell Team
Guest Experience Manager
1 Year 5 Months- Coordinated arrival, stay, and departure experiences across front office and guest services.
- Resolved guest concerns promptly, preserving luxury service standards and strengthening satisfaction.
- Monitored guest feedback trends to improve service recovery and operational consistency.
- Trained team members on Four Seasons service culture, communication, and problem resolution.
- Managed VIP preferences, special requests, and itinerary details with precision and discretion.
- Department Head for Bell, Valet & Concierge
Leader
6 Years 8 Months- Directed daily cast member operations to maintain smooth guest flow and service standards.
- Coached team members on safety procedures, service recovery, and role expectations.
- Monitored operational readiness and resolved workflow issues during high-volume periods.
- Coordinated scheduling, break coverage, and task assignments to support efficient staffing.
Education
Bachelor of Science - Hospitality Management
Skills
Front office operations
Multitasking proficiency
Exceptional communication
Staff training and development
Team management
Revenue optimization
Service recovery protocols
Guest engagement strategies
VIP handling
Concierge services
Guest services
Team member development
Timeline
Director of Guest Services
Auberge Resorts
04.2025 - CurrentRead More
Guest Experience Manager
Four Seasons Hotels and Resorts
11.2023 - 04.2025Read More
Leader
Walt Disney World Resort
03.2017 - 11.2023Read More
University of Central Florida
Bachelor of Science from Hospitality Management
Read More