Lanell Duffourc
Metairie,LA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director of Operations
Queen & Crescent Hotel
New Orleans, LA
10.2023 - Current
- Managed day-to-day operations of a large staff in multiple departments.
- Analyzed financial data to make informed decisions on cost savings initiatives.
- Provided leadership and guidance to subordinate managers and supervisors.
- Maintained budgeting documents for accurate tracking of expenses.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Developed training programs for new employees as well as existing staff members.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
Hotel General Manager
Wingate by Wyndham
Slidell, LA
11.2022 - 10.2023
- Coordinated and supervised daily operations of the hotel, ensuring compliance with all policies and procedures.
- Developed strategies to maximize profits through cost control and revenue generation initiatives.
- Managed front desk staff, housekeeping, maintenance, security and other departments within the hotel.
- Reviewed financial statements and reports to assess operational performance against budget targets.
- Ensured efficient customer service by addressing guest inquiries and resolving complaints in a timely manner.
- Conducted regular inspections of rooms, common areas, facilities and safety equipment.
- Analyzed market data to identify trends in occupancy rates, pricing strategies.
Corporate Director Of Human Resources
Seawall Hospitality/Canal St Lodging
11.2019 - 11.2022
- Performed all Human Resources duties for 4 Marriott Autograph hotels.
- Developed and implemented human resources policies, procedures, and best practices.
- Conducted performance reviews for employees in all departments.
- Collaborated with department heads to develop strategies that would increase employee engagement levels.
- Managed employee benefits programs, such as health insurance, retirement plans, and vacation time.
- Oversaw payroll processing and conducted wage surveys to ensure competitive compensation packages.
- Investigated incidents of workplace harassment or discrimination complaints.
- Organized onboarding processes for new hires, including orientation sessions and paperwork completion.
General Manager
Courtyard by Marriott
Gretna, LA
02.2019 - 11.2019
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
General Manager
Holiday Inn Express Hotel Suites
Saint Rose, LA
08.2016 - 02.2019
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Developed service and sales strategies to improve retention and revenue.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
General Manager
Hiton Garden Inn
Kenner, LA
04.2014 - 08.2016
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
General Manager
Queen & Crescent Hotel
New Orleans, LA
08.2011 - 04.2014
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Recruited, interviewed and hired qualified staff for open positions.
Senior Sales Manager
Doubletree by Hilton New Orleans Airport
Kenner, LA
06.2010 - 01.2011
- Identified potential business opportunities by researching market trends, competitive activities and customer needs.
- Analyzed data from sales reports to identify trends in customer preferences and develop targeted marketing campaigns accordingly.
- Developed collaborative relationships with external partners to optimize resources, identify cost savings opportunities, and enhance overall effectiveness.
- Collaborated and built trust within organization and with customers, meeting or exceeding expectations.
Director of Sales & Marketing
Holiday Inn
Houma, LA
01.2007 - 06.2010
- Developed and implemented sales and marketing plans to maximize profitability.
- Created and managed budgets for sales and marketing initiatives.
- Analyzed customer data to identify trends, opportunities, and areas of improvement.
- Identified new markets and developed strategies to capture them.
- Generated leads through networking, cold calling, email campaigns.
- Planned promotional events such as trade shows, conferences, webinars.
- Maintained accurate records of all sales activities using CRM software.
Skills
- Food & Beverage
- Hotels
- Yield Management
- Hotel Management
- Employee Benefits Design
- Multi-state Payroll Processing
- Recruiting
- Employee Relations
- Employee Training
- Business Forecasting
- Recruitment and Hiring
- Customer Service Management
- Employee Development
- Management Team Building
- P&L Management
- Compensation/Benefits Administration
Certification
- Marriott Access Edge - Marriott Hotels
- General Manager Certification - Wyndham Hotels & Resorts
- General Manager Certification - Hilton Hotels & Resorts
- General Manager Certification - IHG Hotels & Resorts
Accomplishments
IHG 5/5 - IHG Hotels & Resorts, 06/2017
Timeline
Director of Operations
Queen & Crescent Hotel
10.2023 - Current
Hotel General Manager
Wingate by Wyndham
11.2022 - 10.2023
Corporate Director Of Human Resources
Seawall Hospitality/Canal St Lodging
11.2019 - 11.2022
General Manager
Courtyard by Marriott
02.2019 - 11.2019
General Manager
Holiday Inn Express Hotel Suites
08.2016 - 02.2019
General Manager
Hiton Garden Inn
04.2014 - 08.2016
General Manager
Queen & Crescent Hotel
08.2011 - 04.2014
Senior Sales Manager
Doubletree by Hilton New Orleans Airport
06.2010 - 01.2011
Director of Sales & Marketing
Holiday Inn
01.2007 - 06.2010