LANE E. MCDONALD
Narragansett,USA
Summary
Experienced Manager with outstanding interpersonal skills and dedication to a company's success. Strengths include superior customer service, excellent written and verbal skills, critical thinking, and attention to detail. Hard-working, loyal, and committed to delivering the highest quality of service. Reliable, conscientious, and capable of taking initiative.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
The Break Hotel LLC
Narragansett, R.I.
11.2018 - 07.2024
- As the front desk supervisor at a hotel, I had a hands-on leadership role for the hotel. I ensured that the reception area ran smoothly while directly managing the front office staff.
- Facilitated resolution of guest complaints and special requests, enhancing overall guest satisfaction and experience.
- Oversaw daily check-in and check-out processes to optimize guest experience. Managed room inventory and availability to maximize occupancy rates. Supervised front desk systems to ensure operational efficiency.
- Managed booking reservations to ensure seamless customer experiences.
- Oversaw cash handling processes to maintain accuracy and security. Verified billing details to support financial integrity.
- Facilitated coordination between housekeeping and maintenance teams to ensure timely room readiness for incoming guests.
- Managed difficult interactions with guests and staff to uphold a positive environment and ensure satisfaction.
- Utilized comprehensive understanding of property management systems to support effective property operations and management.
- Facilitated seamless guest experiences by efficiently managing traffic flow and addressing administrative tasks.
- Directed team motivation initiatives to foster a positive work environment under pressure.
- Oversaw front desk operations to deliver outstanding guest service and satisfaction.
- Facilitated training and mentorship programs for staff on hospitality best practices and customer engagement techniques.
- Managed reservation systems, optimizing booking accuracy and enhancing operational efficiency.
- Trained and mentored staff on hospitality best practices and customer engagement techniques.
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
Spa Manager
SPA THAYER
Narragansett, R.I.
06.2012 - 05.2018
- Oversees the management, direction and development of all massage therapists, estheticians, hair dressers, nail technicians, and reception staff.
- Monitors and reviews all staff scheduling, facility operations, payroll management, and employee/ client relations.
- Efficiently administers appointment scheduling daily for maximum profitability.
- Coordinates and organizes private Spa bridal parties and other special events.
- Created and maintains spa employee new hire handbook, and reception manual.
- Maintains all staff licensing requirements and employment contracts.
- Manages product inventory and ordering efficiently, while upholding professional relationships with all vendors.
- Developed and demonstrates gracious and courteous front desk etiquette and policies.
- Advertises seasonal promotions and packages to stimulate quarterly sales.
- Records and updates pertinent client account information accurately into company database.
- Revises company website, menu of services and pricing, and bookkeeping as needed.
- Interviewed and trains new hire employees.
- Developed and implemented spa service protocols to enhance customer satisfaction.
- Managed inventory systems to ensure availability of products and supplies.
- Trained and mentored staff on customer service excellence and spa treatments.
- Analyzed customer feedback to drive improvements in service offerings.
- Coordinated marketing initiatives to promote spa services and increase clientele.
- Managed payroll processes, adhering to budget guidelines while maintaining adequate staffing levels at all times.
- Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.
- Recorded product sales into spa's weekly income report.
- Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
- Implemented policies and procedures that optimized operational efficiency within the spa facility.
- Coordinated special events, attracting new clients and boosting overall sales.
- Managed inventory control, reducing waste and lowering product costs.
- Maximized efficiency through time management and staff supervision to boost productivity.
- Utilized promotions, print and digital marketing to attract new clients.
- Improved client retention rates by developing personalized follow-up communication strategies after each appointment.
Lead Receptionist
NEWPORT ACUPUNCTURE AND WELLNESS SPA
Middletown, R.I.
04.2010 - 05.2011
- Provided courteous and accurate information of acupuncture, chinese herbal medicines, massage, and all other spa treatments to clients.
- Ensured highest levels of satisfaction by booking appointments, managing client special requests, and maintaining positive client and employee relations.
- Responsible for balancing spa bookings, room management daily ,and coordinating the scheduling for all employees.
- Responsible for safeguarding sensitive client medical information and filing medical charts.
- Verified medical insurance coverage, and processed the invoicing for the monthly billing to insurance companies.
- Updated current client information for marketing purposes.
- Responsible for processing daily bank deposits.
- Managed daily front desk operations, ensuring seamless patient check-in and appointment scheduling.
- Trained and mentored new reception staff, promoting adherence to wellness protocols and customer service standards.
Spa Supervisor/Assistant to Spa Director
SPA TERRE AT THE HOTEL VIKING
Newport, R.I.
03.2008 - 04.2010
- Provided gracious and accurate knowledge of all spa treatments, promotions, pricing, accommodations, and amenities to spa /hotel guests.
- Ensured highest levels of guest satisfaction by booking appointments, managing guests' special requests, and maintaining positive relationships with hotel guests and local clientele.
- Assisted guests checking in for appointments, and billing out treatments.
- Responsible for balancing spa bookings/room management daily and scheduling of staff.
- Responsible for pay rate adjustments and posting commissions to spa employees.
- Ensured accurate, complete, and timely communication among staff and spa director on pertinent spa and hotel information.
- Responsible for writing and signing off on incident reports involving guests or spa staff.
- Ensured spa/pool/fitness center was cleaned and maintained daily.
- Processed nightly paperwork of daily revenue while adhering to cash bank procedures.
- Managed Hotel Viking gym/pool fitness memberships.
- Supervised daily operations, ensuring high-quality service and client satisfaction.
- Trained and mentored staff on spa treatments and customer service protocols.
Customer Service Representative
NORDSTROM
Providence, R.I.
01.2001 - 06.2007
- Provided exceptional customer service to a diverse client base.
- Resolved customer issues with products or services.
- Trained employees on all sales operations, promotions, and guidelines.
- Managed high inbound call volume of customers.
- Handled and resolved employee questions, concerns, and problems.
- Followed up with customer issues daily through email correspondence or phone calls.
- Updated, maintained, and adjusted sensitive customer account information by ensuring accuracy of the company databases.
- Responsible for distribution of employee paychecks.
- Developed quarterly business plans resulting in improved productivity.
- Performed daily administrative support functions for upkeep of department.
- Entrusted to secure nightly safe cash deposits and set store alarm codes.
- Sales Representative-
- Sold high end designer clothing on a commission basis. Ranked in top ten associates for store wide sales.
- Serviced customers in a timely, efficient manner, including managing of special orders.
- Categorized records of preferred customer likes and needs.
- Responsible for merchandising of weekly floor displays and inventory tracking.
- Resolved customer inquiries and complaints through effective communication and problem-solving strategies.
- Processed transactions accurately using POS systems to enhance customer experiences.
- Collaborated with team members to maintain high service standards and resolve operational challenges.
- Trained new staff on customer service protocols and company policies to ensure consistency in service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Associate
BANANA REPUBLIC
Newport, R.I.
01.1999 - 01.2001
- Responsible for design of monthly floor displays.
- Provided exceptional customer service.
- Trained new employees.
- Promoted and processed company credit card accounts.
- Delivered exceptional customer service to enhance shopping experience and foster brand loyalty.
- Maintained visual merchandising standards to effectively showcase products and drive sales.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment.
Sales Associate
FANTA SEAS
Narragansett, R.I.
01.1998 - 01.1999
- Designed monthly floor and window displays.
- Provided exceptional customer service.
- Responsible for opening and closing store procedures and daily bank deposits.
- Collaborated with team members to achieve sales goals through effective communication and teamwork.
- Trained new associates on product knowledge, customer engagement techniques, and store policies.
Education
Associate of Science - Introduction to Shakespeare- Literature Course
Community College of R.I
Warwick, R.I.01-1997
Associate of Science - English Literature/Fine Arts
Providence College
Providence, RI01-1996
Skills
- Advanced interpersonal skills
- Excellent verbal and written communication
- Performs well in high-demand, fast-paced environments
- Exhibits a professional attitude, diplomacy, and ability to handle pressure
- Relationship/ Team building
- Fast learning
- Leads by example
- Proficient in Microsoft Office Microsoft Word, Microsoft Excel, Microsoft Power Point Mindbody software, and Google Docs
Accomplishments
- The Break Hotel - Awards and Recognition
- Condé Nast Traveler Readers' Choice Awards: The hotel has been repeatedly recognized as a top destination in New England.
- Tripadvisor Travelers' Choice Awards (2024): Ranked as the #9 Top Small & Boutique Hotel in the United States. It consistently earns this award by remaining in the top 10% of properties worldwide based on guest reviews.
- KAYAK Travel Awards (2025): Honored as a top-rated property based on guest ratings and reviews.
- LUXlife Resorts and Retreats Awards (2022): Named the Best Chic Boutique Beach House in Rhode Island.
- Southern Rhode Island Chamber Choice Awards (2018): Won the Home Away From Home award
- 2019 — Top 30 Hotels in New England: Readers' Choice Awards 2019. By South County Rhode Island on Oct. 11, 2019.
- Spa Thayer-
- Under my management the business has generated a five star rating on multiple social media sites. Clientele has tripled. Business concepts and personal viewpoints of mine have been implemented and directly enhanced the growth of the business and positive employee and client relationships. Sales revenue and productivity have increased consistently on a yearly basis during the five years of my employment.
- October -January 2016
- I completed R.I. Real Estate Salesperson Course including New Agency Law as conducted and sponsored by R.I. Association of Realtors. One of six students out of 64 who passed R.I. Real Estate Licensing Exam, including national and state tests. I also completed Lead Hazard and Mitigation course.
- 2009- Spa Terre at The Hotel Viking –
- I was promoted from Spa Receptionist to Assistant Director. One year after my promotion, the business was voted as "Best Spa in Newport" in 2010 by Newport Life Magazine.
- 2003- Nordstrom
- I was promoted from Sales Representative to Customer Service Representative. The business was voted as "Best Store for Customer Service" in 2007 by Rhode Island Monthly Magazine during the period of my work in the Customer Service office.
Certification
- 2011
- All That Matters
- Wakefield R.I.
- Reiki level I certification Reiki level II certification.
- 2016
- R.I Association of Realtors
- Warwick , R.I.
- Real Estate Pre-License Sales Course
- Lead Hazard and Mitigation Course
Timeline
Front Desk Supervisor
The Break Hotel LLC
11.2018 - 07.2024
Spa Manager
SPA THAYER
06.2012 - 05.2018
Lead Receptionist
NEWPORT ACUPUNCTURE AND WELLNESS SPA
04.2010 - 05.2011
Spa Supervisor/Assistant to Spa Director
SPA TERRE AT THE HOTEL VIKING
03.2008 - 04.2010
Customer Service Representative
NORDSTROM
01.2001 - 06.2007
Sales Associate
BANANA REPUBLIC
01.1999 - 01.2001
Sales Associate
FANTA SEAS
01.1998 - 01.1999
Associate of Science - English Literature/Fine Arts
Providence College
Associate of Science - Introduction to Shakespeare- Literature Course
Community College of R.I