Lizz Vanneman
Chattanooga,TN
Summary
Dynamic leader with a proven track record in team development, budget management, and customer service. Recognized for enhancing customer engagement and significantly improving guest satisfaction, while driving operational efficiency. Expertise in training and mentoring has successfully boosted employee retention and performance across diverse teams.
Overview
14
14
years of professional experience
Work History
Housekeeping Manager
Holiday Inn Club Vacations Resort
Clarkesville, GA
03.2023 - 11.2024
- Oversaw daily operations for the housekeeping, common areas, and laundry departments.
- Supervised and supported housekeeping personnel on a daily basis to maximize the quality of service and performance.
- Assumed responsibility for additional departments during staffing shortages.
- In the absence of the General Manager, I oversaw day-to-day operations and led all departments.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
- Collaborated with multiple departments to maximize workflow and efficiency.
- Prepared work schedules for associates to promote proper staffing levels.
- Exceeded quality service goals by managing team productivity and workflow to implement continuous improvement.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- Analyzed reports on room occupancy rates, guest feedbacks and other relevant data to identify potential problems or areas of improvement.
- Assigned tasks for completion, inspected work and resolved housekeeping complaints promptly.
- Liaised with vendors to obtain best pricing for housekeeping supplies and guest toiletries.
- Developed and implemented housekeeping policies and procedures to ensure efficient operations.
- Assisted in budget preparation related to labor costs, materials and supplies expenses.
- Supervised, trained, evaluated, and scheduled a staff of 20+ housekeepers daily.
- Worked efficiently with H2B and J1 programs, and ensured international team members had a positive experience.
- Investigated incidents involving guests or employees that occurred within the hotel premises. Certified in Salesforce reports.
- Sustained safety protocols to support proper and cost-effective equipment and material usage.
- Developed training programs to build employee performance, improve employee engagement and increase employee retention.
- Conducted regular meetings with housekeeping staff to discuss performance issues.
- Attended monthly budget meeting and reviewed P&L reports.
Guest Service & Guest Engagement Manager
Holiday Inn Club Vacations Resort
Clarkesville, GA
09.2021 - 03.2023
- Oversaw Front Desk, Activities Department, F&B Department and Equestrian Program.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- I attended monthly budget meetings and ensured that goals were being met.
- Effectively handled guest complaints and guest inquiries promptly and professionally.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Created marketing strategies to increase brand awareness within the local community.
- Documented best practices for engagement management processes across the organization.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Facilitated successful front desk operations for high-volume hotel.
- Implemented quality control measures to uphold company standards.
- Performed quarterly and yearly audits to ensure that brand standards are being met.
- Produced thorough, accurate and timely reports of project activities.
- Monitored reservations to track incoming parties, special events, and VIP guests.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed financial audits on scheduled basis.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated employee performance through regular feedback sessions and annual reviews.
- Provided training on proper sanitation techniques as well as safety protocols to restaurant personnel.
- Ordered supplies for kitchen staff in order to maintain adequate levels of inventory for daily operations.
- Supervised and managed the daily operations of the food and beverage department, including staff scheduling, inventory control, cost management, menu planning and customer service.
- Created budgets for supplies needed for daily activities and special events.
- Planned programs of events or schedules of activities.
- Ensured the equestrian program was successful, and livestock was managed.
- Assisted with farrier and veterinarian visits.
Front Desk Supervisor
Holiday Inn Club Vacations South Beach Resort
05.2019 - 07.2021
- Assisting in training, motivating, and coaching employees.
- Organize new hire onboarding, training, and processes.
- Handling guest issues effectively and in a timely manner.
- Assist the Front Desk Manager with overall Front Desk operations.
- Supervise Front Desk Agents and ensure they are completing duties, maintaining a positive attitude, being confident in decision-making, and ensuring their performance is up to standards.
- Interviewing potential candidates and hiring.
- Ensure the Front Desk Team strives to meet and exceed guest and owner expectations.
- Helps the team build customer loyalty and relationships.
- Work closely with other departments to ensure that owner and guest experiences are up to standard.
- Develop and maintain a positive relationship with the team and other departments.
- Monitored reservations to track incoming parties and special events.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Guided employees in handling difficult or complex problems.
- Oversaw cash and credit card payment transactions at the front desk.
Office Manager
Evergreen Landscaping & Spring Green Lawn Care
04.2015 - 09.2018
- Handle all customers' needs, provide exceptional customer service, and maintain a positive attitude.
- Resolve complaints and issues quickly.
- Able to manage time and make difficult decisions.
- Ability to work under high pressure.
- Prepare and send weekly and monthly reports.
- Set up meetings when needed.
- Implement and maintain office procedures.
- Receive and import all payments into the systems daily.
- Deposit payments.
- Calculate and submit all employees' payroll for the week.
- Make schedules for all employees for the following day.
- Make sure all employee records are up to date.
- Arrange interviews and hire new employees.
- Organized and proficient in Microsoft Office applications.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
Front Desk Agent & Trainer
Holiday Inn Club Vacations South Beach Resort
02.2013 - 10.2015
- Greet all guests upon arrival, and assist them with check-in.
- Provide exceptional customer service.
- Accommodate guests' requests.
- Answer any questions that guests may have.
- The ability to multitask very well.
- Maintain a positive attitude.
- Handle all guests' complaints and resolve issues in a timely manner.
- Be able to handle high-pressure situations.
- Very motivated, and very reliable.
- Input and confirmed reservations for guests.
- Trained new team members and provided constant training to ensure standards were always being met.
Cash Office Attendant
LandShark Bar & Grill Myrtle Beach
05.2011 - 02.2013
- Responsible for large amounts of cash.
- Collect checks, cash, and money orders.
- Balance daily cash deposits, and input them into a daily spreadsheet.
- Effectively managed a high volume of inbound and outbound customer calls.
- Provided exceptional customer service.
- Audited employee deposits.
- Maintain a well-organized and efficient work office.
- Processed customer returns and refunds according to company policy.
Education
Business Management -
Coastal Carolina University
Conway, South Carolina06.2011
High School Diploma -
South Florence High School
Florence, South Carolina08.2009
Skills
- Team Development
- Payroll Management
- Budgeting and financial management
- Customer service and engagement
- Training and mentoring
- Inter-department collaboration
References
References available upon request.
Timeline
Housekeeping Manager
Holiday Inn Club Vacations Resort
03.2023 - 11.2024
Guest Service & Guest Engagement Manager
Holiday Inn Club Vacations Resort
09.2021 - 03.2023
Front Desk Supervisor
Holiday Inn Club Vacations South Beach Resort
05.2019 - 07.2021
Office Manager
Evergreen Landscaping & Spring Green Lawn Care
04.2015 - 09.2018
Front Desk Agent & Trainer
Holiday Inn Club Vacations South Beach Resort
02.2013 - 10.2015
Cash Office Attendant
LandShark Bar & Grill Myrtle Beach
05.2011 - 02.2013
Business Management -
Coastal Carolina University
High School Diploma -
South Florence High School
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