Lacey Brooks
Tucson,AZ
Summary
Guest Relations Manager with proven track record of superior knowledge in field of hospitality over past 9 years. Exceptional skills in overseeing housekeeping and front desk staff. Unwavering passion for delivering excellence in guest and colleague experience. Talented at taking on challenging issues in hospitality management.
Overview
11
11
years of professional experience
Work History
Guest Relations Manager
Miraval Arizona Resort & Spa
01.2020 - Current
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Fostered a culture of exceptional customer service within the Guest Relations department through ongoing coaching and development opportunities for team members.
- Motivated and rewarded employees to improve engagement.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Managed payroll and scheduling efficiently, balancing labor costs with optimal staffing levels for smooth operations.
- Monitored guest feedback, using to improve service and departmental operations.
- Oversaw daily operations of the Guest Relations department, ensuring smooth coordination and delivery of services.
Studio Manager
Orangetheory Fitness
04.2019 - 01.2020
- Managed day-to-day operations of high volume fitness center with over 900 member accounts, including supervision and assignment delegation for 20-member team.
- Facilitated on-site staff training and developed processes and procedures to increase accuracy.
- Ran daily reports to assess performance and make proactive adjustments.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Oversaw personnel recruitment, performance and scheduling.
- Immediately escalated incidents to remain compliant with company's standard procedures and processes.
Operations Manager
Miraval Arizona Resort & Spa
07.2015 - 04.2019
- Managed team of over 40 personnel in high end resort with 100 rooms and homes.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
- Facilitated improvements to workflow and room turnover with hands-on, proactive management style.
- Supervised facility operations, including preventive maintenance projects, employee tasks and performance and adherence to safety standards.
- Collaborated with multiple departments to maximize workflow and efficiency.
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
- Oversaw controls over expenses and inventory for optimal budget tracking.
- Created schedules, shift reports and other business documentation.
Team Member
Target
12.2012 - 07.2015
- Carried out duties within fast-paced retail environment, providing organized stocking methods and plans.
- Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
- Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.
- Built and maintained effective working relationships with peers and upper management.
Education
High School Diploma -
Ironwood Ridge High School
Tucson, AZ4 2013
Skills
- Team management
- Organization
- Issue and conflict resolution
- Planning and coordination
- Communications
- Documentation skills
- Customer service
- Brand representation
- Proficiency in hospitality systems
- Guest Relationship Management
- Teamwork and Leadership
Accomplishments
- Awarded Leader of The Year 2022
Timeline
Guest Relations Manager
Miraval Arizona Resort & Spa
01.2020 - Current
Studio Manager
Orangetheory Fitness
04.2019 - 01.2020
Operations Manager
Miraval Arizona Resort & Spa
07.2015 - 04.2019
Team Member
Target
12.2012 - 07.2015
High School Diploma -
Ironwood Ridge High School
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