Kathleen Laucher
Susanville,CA
Summary
Dynamic leader with a proven track record at Sightline Hospitality, excelling in guest relations and services management. Leveraged outstanding communication and problem-solving skills to enhance guest satisfaction and drive operational efficiency. Achieved consistently high customer satisfaction ratings, showcasing a blend of hospitality expertise and relationship-building prowess.
Overview
12
12
years of professional experience
Work History
Hotel Manager
Sightline Hospitality
Tahoe City, CA
03.2018 - 04.2024
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Delivered constructive feedback following analysis of employee performance levels.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
Resort Manager
Lakeshore Resort
Huntington Lake , Ca
04.2016 - 03.2018
- Championed sustainable practices throughout resort operations to minimize environmental impact and enhance eco-friendly reputation.
- Enhanced guest satisfaction by implementing personalized services and addressing individual needs.
- Negotiated contracts with suppliers effectively, securing competitive pricing on products and services required for resort operations.
- Established partnerships with local businesses, enhancing guest experience through unique activities and excursions.
- Organized events and functions at the resort, promoting positive brand image within the local community.
- Fostered a team-oriented work culture that emphasized open communication channels amongst all staff members involved in service delivery processes.
- Collaborated with various departments to ensure seamless coordination in service delivery.
- Ensured compliance with industry regulations governing safety, hygiene, environmental sustainability practices at the resort facilities.
- Streamlined resort operations for increased efficiency and improved guest experiences.
- Recruited trained, and mentored staff members to maintain a high standard of service quality.
- Managed budgets effectively, ensuring profitability and financial stability of the resort.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
Home Health Care
Self Employed Web
Campbell,Ca
01.2012 - 03.2016
- Developed partnerships with local hospitals and healthcare providers to facilitate smooth transitions between acute care settings into home health care services.
- Educated family members on proper home health care techniques, empowering them to be active participants in their loved one''s recovery process.
- Ensured compliance with federal, state, and local regulations governing home health care provision.
- Ensured continuity of care by effectively communicating with other Home Health Care Aides during shift transitions or schedule changes.
- Participated in ongoing professional development opportunities to stay current on best practices within the ever-evolving field of home health care.
- Improved patient satisfaction by providing personalized home health care solutions and addressing individual concerns.
- Educated patients on self-care techniques, empowering them to take control of their health management.
- Served as an effective liaison between patients, families, and healthcare providers, ensuring all parties were informed and involved in care decisions.
- Supported family caregivers by offering guidance on best practices for managing challenging behaviors or health conditions at home.
- Enhanced patient care by supervising and mentoring a team of home health aides in providing personalized assistance to clients.
- Delivered high-quality care while adhering to all relevant legal, ethical, and professional standards within the home health setting.
- Collaborated with families and caregivers to promote understanding of their loved one''s mental health needs, facilitating a supportive home environment conducive to recovery.
- Coordinated discharge planning with patients, families, and healthcare providers to facilitate smooth transitions from hospital to home life.
Education
No Degree -
Santa Cruz High
Santa Cruz, CAGraduate Certificate - Business Administration And Management
Branham Adult Education
San Jose, CA1998
Skills
- Guest relations management
- Guest services management
- Hospitality
- Outstanding communication skills
- Telephone etiquette
- Reservations management
- Hotel operations
- Relationship building
- Front desk operations
- Problem-solving abilities
Timeline
Hotel Manager
Sightline Hospitality
03.2018 - 04.2024
Resort Manager
Lakeshore Resort
04.2016 - 03.2018
Home Health Care
Self Employed Web
01.2012 - 03.2016
No Degree -
Santa Cruz High
Graduate Certificate - Business Administration And Management
Branham Adult Education
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