Laura Dyer

• Attended to needs of visitors by aiding and providing customer service in fast-paced environment.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Handled guest complaints with professionalism and empathy, resolving issues in a timely manner to maintain customer satisfaction.
• Organized and maintained thorough record-keeping systems for guest information and billing details to ensure accurate documentation.
• Processed payments accurately and securely for both room charges and incidental expenses during guest stays.
• Managed phones effectively, directing calls to appropriate departments while maintaining excellent customer service standards.
• Provided knowledgeable recommendations on local attractions, restaurants, transportation options, promoting positive interactions between guests and the hotel brand.
• Streamlined check-in and check-out processes for improved guest experience and reduced wait times.

• Served high customer volumes during Rally, nights, and weekends.
• Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
• Performed opening and closing duties, stocking for the incoming shift, preparing cash drawers, and taking inventory.
• Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
• Provide excellent customer service with a great personality, accuracy, and efficiency.

• Managed day-to-day business operations.
• Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
• Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
• Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
• Conducted business according to franchise standards.
• Managed, coached, trained and led more than 700 employees.
• Marketed to area businesses to educate the public about our services.
• Recruited office staff and CAREGivers.
• Managed and led an office staff consisting of a Receptionist, Sales Consultant, Client Care Coordinator, Scheduler, CAREGiver Trainer, and HR Manager.
• Conducted regular trainings for office staff and CAREGivers.
• Conducted Alzheimer's learning and training classes for employees and the community.
• Maintained and monitored employee and client files according to federal laws and franchise standards.
• Handled incoming calls from family members needing our services.
• Worked closely with DSS and LTSS regarding Medicaid clients.
• Wrote policy guides, employee handbooks, employee new hire paperwork, client correspondence, and training materials in accordance with federal laws and corporate standards.
• Worked in conjunction with my co-owner regarding all financial aspects of the business including P&L statements, balance statements, quarterly reports, monthly, quarterly, and yearly forecasting, and payroll.

Trained new Home Instead owners online and in person on best business practices and franchise standards.

Researched, developed, wrote, and implemented training programs and documentation for online and in-person training.