Lacey Stephens
Kennewick,WA
Summary
I'm a hospitality leader and small-business owner who believes that great results start with great people. I love building strong teams, creating memorable guest experiences, and finding better ways to run operations. I take a strategic approach to solving problems, developing leaders, and improving performance while creating a positive culture where people feel supported, challenged, and motivated to do their best. Whether I'm leading a hotel, growing my own business, or serving my community, I enjoy building relationships, thinking strategically, and creating lasting, meaningful results.
Overview
20
20
years of professional experience
Work History
Business Owner
Challenge Accepted Construction
07.2025 - Current
- Founded and manage a small business focused on delivering exceptional customer service and building lasting client relationships.
- Oversee business strategy, marketing, budgeting, and day-to-day operations.
- Continuously identify opportunities for growth while maintaining a strong commitment to quality and customer satisfaction.
General Manager
Home2 Suites by Hilton
Richland, WA
12.2016 - Current
- Delivered exceptional guest experiences through hands-on leadership of associates and supervisors.
- Implemented successful business strategies to increase revenue and gain market share.
- Delegated work to supervisory team, setting priorities and goals.
- Managed and created annual budgets and drove operations to meet sales and profit margins.
- Managed labor and property expenses to achieve maximum flow-thru to bottom line.
- Conducted daily meetings with personnel to discuss arrivals, special requests, operational challenges and boost motivation.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Established successful employee turnover and retention strategies to improve culture and strengthen employee experience and business outcomes.
- Compiled, coded and submitted weekly invoices to accounting for payment.
General Manager
Baymont Inn & Suites
Kennewick, WA
02.2012 - 12.2016
- Managed labor and property expenses to achieve maximum flow-thru to the bottom line.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Responded to and resolved guest issues or complaints.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Designed sales and service strategies to improve revenue and retention.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Prepared staff work schedules and assigned team members to specific duties.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Obtained prompt payments for open direct bills by interacting with appropriate parties.
- Complied a complete guest room renovation utilizing Wyndham brand standards.
Assistant Manager/Sales Associate
Journey’s Antiques & Collectibles
Richland, WA
01.2009 - 03.2011
- Responsible for Online/in-store sales and marketing; estate sales and auction purchasing, invoicing and pricing of items.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Welcomed customers and offered assistance with browsing and purchasing needs.
- Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
- Gathered market research data to price our inventories.
Shift Lead
SUBWAY Restaurants
Kennewick, WA
05.2008 - 08.2009
- Coached and trained employees and managed daily work assignments to enhance operations.
- Resolved customer complaints and reported issues to senior management.
- Supervised and led employees to maintain productivity and customer service levels.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Checked orders for quality and completeness.
- Educated customers about offerings, promotions and pricing to boost sales.
- Used POS system and cash register to receive payments by cash, check, credit card and voucher.
- Sanitized food storage and preparation areas to comply with food health and safety requirements.
Shift Lead/Sandwich Artist
Blimpies
Kennewick, WA
11.2006 - 05.2008
- Completed opening, closing and shift change tasks by following company guidelines.
- Sanitized food storage and preparation areas to comply with food health and safety requirements.
- Delivered superior customer service focused on quality and meeting customer needs.
- Trained sandwich artists to apply attention to detail and commitment to quality.
- Organized food preparation stations and regularly replenished supplies.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Customer Experience Program -
Gonzaga University
Spokane, WA07-2026
General Manager Certification -
Wyndham
General Manager Certification -
Hilton
Crucial Conversations Certified -
Vitalsmarts
GROW Coaching Certified -
InsideOut Development
Skills
Strategic Thinking – I enjoy looking at the bigger picture, asking the right questions, and creating thoughtful plans that move people and organizations forward
Leadership & Team Development – I believe the best leaders develop other leaders I enjoy coaching, mentoring, and creating an environment where people feel supported, challenged, and empowered to succeed
Business & Financial Acumen – Experienced in budgeting, forecasting, and making sound financial decisions that support long-term growth while balancing operational needs
Operations & Continuous Improvement – Passionate about finding better ways to work, improving processes, and creating efficiencies that benefit both the team and the customer
Customer Experience – Dedicated to building experiences that create trust, loyalty, and meaningful connections by keeping people at the center of every decision
Communication & Relationship Building – I value honest communication, active listening, and building strong relationships with employees, community partners, stakeholders, and leadership teams
Problem Solving & Decision Making – Comfortable making thoughtful decisions, navigating challenges, and finding practical solutions even in high-pressure situations
Collaboration – I believe the best results come from bringing people together, encouraging different perspectives, and working toward shared goals
Community Leadership – Passionate about giving back through board service and community partnerships that strengthen the organizations and communities I serve
Growth Mindset – Always looking for opportunities to learn, improve, and help others grow while embracing change and new ideas
Affiliations
- Board of Directors – VISIT Tri-Cities
Committee Member – TPA Tax Board Committee
Board Member – Richland Tourism Tax Advisory Board
Advisory Board Member – Gonzaga University Customer Experience Program
Timeline
Business Owner
Challenge Accepted Construction
07.2025 - Current
General Manager
Home2 Suites by Hilton
12.2016 - Current
General Manager
Baymont Inn & Suites
02.2012 - 12.2016
Assistant Manager/Sales Associate
Journey’s Antiques & Collectibles
01.2009 - 03.2011
Shift Lead
SUBWAY Restaurants
05.2008 - 08.2009
Shift Lead/Sandwich Artist
Blimpies
11.2006 - 05.2008
Customer Experience Program -
Gonzaga University
General Manager Certification -
Wyndham
General Manager Certification -
Hilton
Crucial Conversations Certified -
Vitalsmarts
GROW Coaching Certified -
InsideOut Development