Summary
Overview
Work History
Education
Skills
Timeline
Generic

Larissa Thomas

Dublin,PA

Summary

Versatile Assistant General Manager with 11 years of experience overseeing daily Hospitality operations. Decisive planner and analytical problem solver with skill in managing teams to meet stringent objectives. Personable and collaborative demeanor demonstrated through polished communication and willingness to apply team feedback to resolve challenges.

Overview

13
13
years of professional experience

Work History

Assistant General Manager

Aramark - Chauncey Conference Center
07.2024 - Current
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Developed and implemented policies and procedures to improve customer service and satisfaction.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
  • Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
  • Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
  • Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
  • Implemented staff training programs that improved service quality and increased customer loyalty.
  • Conducted regular competitor analysis to stay ahead in market trends and offerings.
  • Upgraded technology systems, enhancing overall business efficiency and customer interaction.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Analyzed business operations and implemented strategies to improve operational cohesiveness.
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives.
  • Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular audit checks.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Streamlined operations across multiple departments, resulting in enhanced efficiency and productivity through integration of advanced project management software.

Director of Conference Planning & Technology

Aramark - Chauncey Conference Center
10.2022 - 07.2024
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Navigated company through periods of significant change, maintaining focus on long-term strategic goals.
  • Established & enforced IT and AV policies and procedures to ensure effective and consistent information processing operations and to safeguard information resources.
  • Directed project management of all new and existing technology systems and programs
  • Evaluated and tested hardware, software, network and data communications in conjunction with vendor and client.
  • Monitored systems throughout the entire conference center (i.e POS, PMS, in-room technology, keys etc) and troubleshooted when necessary to minimize disruption to operations.
  • Acted as liaison for the conference center with vendors and client to ensure that the terms of maintenance agreements are followed by all concerned.

Sales & Planning Manager

Aramark - Chauncey Conference Center
03.2022 - 10.2022
  • Enhanced client satisfaction with proactive communication and relationship-building strategies.
  • Established long-term relationships with key clients, resulting in increased repeat business and referral opportunities.
  • Conducted regular market analysis to identify new business opportunities and maintain competitive edge.
  • Created and prepared sales quotations, set up new accounts and negotiated terms.
  • Facilitated smooth internal communication between departments to ensure alignment towards common goals.
  • Implemented polices and procedures to increase productivity and maintain effective communication between departments.

Front Office Manager

Aramark - Chauncey Conference Center
07.2021 - 03.2022
  • Coached employees through day-to-day work and complex problems.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Developed and enforced front office policies that ensured consistent and high-quality guest experience.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
  • Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
  • Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
  • Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
  • Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Operations Manager

Sigma Hospitality
09.2018 - 03.2020
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Developed and maintained relationships with external vendors and suppliers.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Front Office Manager

Homewood Suites by Hilton Lansdale
05.2018 - 09.2018
  • Coached employees through day-to-day work and complex problems.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Developed and enforced front office policies that ensured consistent and high-quality guest experience.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
  • Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
  • Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
  • Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
  • Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Theater Manager

Hopewell Theater
09.2017 - 02.2018
  • Enhanced patron experience through excellent customer service and timely resolution of issues or concerns.
  • Oversaw box office operations, managing ticket sales processes and ensuring accurate financial reporting.
  • Increased overall audience satisfaction by implementing effective theater management strategies and maintaining a high-quality entertainment environment.
  • Contributed to revenue growth with strategic marketing initiatives and promotional campaigns that attracted new audiences.
  • Developed and maintained strong relationships with local businesses, securing sponsorships and partnerships for theater events.
  • Organized community outreach programs to increase visibility within the local arts scene and encourage greater public engagement.
  • Conducted regular evaluations of staff performance, setting clear expectations and providing feedback for continuous improvement.
  • Boosted employee morale by fostering a positive work culture through open communication channels, team-building activities, and ongoing professional development opportunities.
  • Implemented safety procedures and protocols, maintaining a secure environment for staff, performers, and patrons alike.
  • Streamlined daily operations for increased efficiency, overseeing staff scheduling, budget management, and facility maintenance.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Conference Services Manager

Crowne Plaza Princeton
10.2016 - 09.2017
  • Enhanced client satisfaction by efficiently managing conference logistics and coordinating with vendors.
  • Conducted post-event evaluations to identify areas of improvement and implement necessary changes for future success.
  • Streamlined event planning processes for increased efficiency and improved customer experience.
  • Elevated guest experiences through meticulous attention to detail in catering arrangements and menu selections.
  • Coordinated seamless audiovisual setups, providing optimal presentation experiences for conference attendees.
  • Maximized space utilization with precise room setup configurations tailored to event requirements.
  • Ensured compliance with safety and security regulations during events, creating a safe environment for all attendees.
  • Provided exceptional customer service throughout every stage of the event planning process.
  • Optimized facility usage by expertly managing multiple concurrent events without compromising quality or service levels.
  • Cultivated positive relationships with clients, leading to repeat business and an expanded customer base.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Developed detailed event reports, documenting all aspects of each event.

Assistant Front Office Manager

Crowne Plaza Princeton
06.2016 - 10.2016
  • Increased repeat business through personalized guest interactions and exceptional service delivery.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.
  • Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
  • Created training modules in partnership with HR for new hires.
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
  • Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
  • Improved team performance by providing regular training on customer service techniques and hotel policies.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Managed room inventory to optimize revenue opportunities during high-demand periods.
  • Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.

Front Desk Supervisor

Crowne Plaza Princeton
01.2016 - 06.2016
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • Contributed to the development of new front desk procedures for increased efficiency and better guest service.
  • Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
  • Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
  • Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
  • Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
  • Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
  • Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Kept accounts in balance and ran daily reports to verify totals.

Front Desk Agent

Lancaster Doubletree Resort by Hilton
04.2015 - 01.2016
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Updated guest profiles with preferences and requests for personalized service in future stays.

Front Desk Agent/Floater

Crowne Plaza/Holiday Inn Express Princeton
03.2013 - 01.2016
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Updated guest profiles with preferences and requests for personalized service in future stays.

Front Desk Agent

Wyndham Princeton Forrestal Hotel & Conference Center
02.2012 - 03.2013
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Updated guest profiles with preferences and requests for personalized service in future stays.

Education

B.S. in Early Childhood Education -

Millersville University
Millersville, PA
12.2015

Skills

  • Employee Relations
  • Operations Management
  • Customer Service
  • Teamwork and Collaboration
  • Property Management Systems
  • Event Management
  • Information Technology Management

Timeline

Assistant General Manager

Aramark - Chauncey Conference Center
07.2024 - Current

Director of Conference Planning & Technology

Aramark - Chauncey Conference Center
10.2022 - 07.2024

Sales & Planning Manager

Aramark - Chauncey Conference Center
03.2022 - 10.2022

Front Office Manager

Aramark - Chauncey Conference Center
07.2021 - 03.2022

Operations Manager

Sigma Hospitality
09.2018 - 03.2020

Front Office Manager

Homewood Suites by Hilton Lansdale
05.2018 - 09.2018

Theater Manager

Hopewell Theater
09.2017 - 02.2018

Conference Services Manager

Crowne Plaza Princeton
10.2016 - 09.2017

Assistant Front Office Manager

Crowne Plaza Princeton
06.2016 - 10.2016

Front Desk Supervisor

Crowne Plaza Princeton
01.2016 - 06.2016

Front Desk Agent

Lancaster Doubletree Resort by Hilton
04.2015 - 01.2016

Front Desk Agent/Floater

Crowne Plaza/Holiday Inn Express Princeton
03.2013 - 01.2016

Front Desk Agent

Wyndham Princeton Forrestal Hotel & Conference Center
02.2012 - 03.2013

B.S. in Early Childhood Education -

Millersville University

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