Emily Lysen
Plano,TX
Summary
Dynamic Hotel General Manager with a proven track record at Hampton Inn By Hilton, excelling in budget planning and team leadership. Adept at enhancing customer service excellence and driving revenue growth through strategic marketing initiatives. Committed to fostering a motivated workforce and implementing innovative solutions for operational efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Hotel General Manager
Hampton Inn By Hilton
Plano, Texas
01.2024 - Current
- Managed accounts receivable processes to ensure timely billing and collections.
- Performed administrative tasks such as payroll processing or updating employee records.
- Developed and implemented budget plans for operational efficiency.
- Coordinated marketing efforts to promote hotel services and packages.
- Established strong relationships with vendors and suppliers for services.
- Implemented customer feedback systems to enhance service quality.
- Analyzed market data to identify trends in occupancy rates, pricing strategies.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
- Led a diverse team, overseeing recruitment, training, and development to ensure high-quality service standards.
- Oversaw recruiting, interviews and new employee hiring.
- Maintained compliance with health and safety regulations.
Front Office Manager
Tru by Hilton
10.2022 - 01.2024
- Managed a motivated team of over 20 employees to achieve operational excellence.
- Coordinated front desk agent schedules, ensuring seamless breakfast service.
- Executed monthly inventory reporting and invoicing for financial accuracy.
- Supervised housekeeping operations, conducted room inspections, and provided assistance during staff shortages.
- Maintained breakfast buffet services, certified as food handler and TABC.
- Completed all breakfast, maintenance, and housekeeping orders through Sysco, HD Supply, and Guest Supply.
- Mastered night audit processes to ensure accurate financial reporting.
- Trained new staff across multiple departments to enhance team performance.
- Managed room inventory effectively during sold-out nights to maximize revenue.
- Trained new employees on customer service standards and hotel procedures.
- Oversaw inventory management of front office supplies for operational efficiency.
- Handled guest complaints with professionalism to maintain satisfaction and loyalty.
- Maintained Hilton Brand Standards.
Front Desk Agent
Tru by Hilton
02.2021 - 10.2022
- Welcomed guests upon arrival, ensuring a hospitable first impression.
- Received calls to conduct room reservations and verify existing bookings.
- Organized transportation services and made restaurant reservations upon request.
- Processed customer payments during check-out efficiently.
- Posted charges accurately to appropriate guest accounts.
- Anticipated and resolved guest needs, problems, and complaints promptly.
- Maintained cleanliness and order at front desk and public areas.
- Managed public spaces, including pools, lobbies, and gyms, to ensure guest satisfaction.
Front Desk Supervisor
The Alexis
01.2018 - 02.2021
- Welcomed guests to the lobby, recording information and selecting suitable accommodations.
- Coordinated promptly with housekeeping to resolve guest room issues efficiently.
- Processed payments using various methods, including credit cards and cash, at departure.
- Balanced register by counting cash, printing receipts, and generating financial reports.
- Ensured additional services, such as beverages and meals, were accurately charged on bills.
- Communicated with staff about room readiness for cleaning or repairs, logging updates in Quore.
- Maintained a clean and inviting lobby through regular vacuuming and dusting.
- Prepared welcome bags for arriving guests to enhance their experience.
Insurance Broker
John Lee Insurance Agency
Richardson
05.2013 - 01.2018
- Collaborated closely with owner to gain comprehensive understanding of business operations.
- Sold auto, home, and health insurance policies tailored to customer needs for cost efficiency.
- Managed customer service inquiries to enhance client satisfaction and policy comprehension.
- Achieved Property Casualty License for State of Texas on first attempt.
- Streamlined file organization and communication processes through efficient email management.
- Utilized extensive computer skills to support daily operations effectively.
Education
High School Diploma -
Trinity Christian Academy
Addison12.2012
Skills
- Hospitality management
- Management and teambuilding
- Proficient in Microsoft Word, Outlook, and Excel
- Organizational skills
- Customer service excellence
- Interpersonal speaking skills
- Punctuality
- Initiative and adaptability
- Analytical problem-solving
- Budget planning
- Revenue management
- Employee training
- Account reconciliation
- Performance monitoring
- Accounts receivable
- Brand management
Certification
Hilton University Property and Casualty License
References
- De'Angeloo Little, Previous Manager, 214-548-2212
- Patrick Kithinji, Coworker/Supervisor, 214-491-2594
- Jonathan Radford, Previous Manager, 214-972-1973
Timeline
Hotel General Manager
Hampton Inn By Hilton
01.2024 - Current
Front Office Manager
Tru by Hilton
10.2022 - 01.2024
Front Desk Agent
Tru by Hilton
02.2021 - 10.2022
Front Desk Supervisor
The Alexis
01.2018 - 02.2021
Insurance Broker
John Lee Insurance Agency
05.2013 - 01.2018
High School Diploma -
Trinity Christian Academy
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