LAURA PHIPPS LORA
Cocoa Beach
Summary
Highly versatile and customer-focused hospitality professional with over ten years of progressive experience across diverse operations, including front office, back-of-house, and food & beverage management. As a well-rounded Server/ Bartender, I consistently provide genuine hospitality and deliver exceptional service, adept at managing competing priorities and thriving in fast-paced environments. I am a reliable and hardworking professional, effective both autonomously and as part of a team, with a proven ability to elevate guest satisfaction, streamline operational procedures, and contribute to efficient team dynamics. My strong communication, problem-solving, and adaptability skills, honed in customer-focused settings, drive success and foster growth within any dynamic organization.
Overview
2021
2021
years of professional experience
6
6
years of post-secondary education
Work History
Food and Beverage Server
Westgate Cocoa Beach Pier
Cocoa Beach
12.2018 - 12.2020
- Delivered exceptional food and beverage service in a high-volume, beachfront environment, enhancing guest satisfaction across multiple outlets.
- Managed orders, expedited service, and processed payments accurately using POS systems, ensuring efficient table turns.
- Demonstrated strong multitasking abilities by consistently juggling competing guest priorities and maintaining composure during peak service hours.
- Collaborated effectively with kitchen and bar staff to ensure seamless service delivery and address guest needs promptly.
Bartender
Once 30 Gastro Pub
Cocoa Beach
05.2017 - 12.2017
- Independently managed all bar operations during peak hours, ensuring efficient service and customer satisfaction.
- Skillfully prepared and served a diverse range of beverages, consistently upholding quality and presentation standards.
- Maintained a clean and organized bar area, adhering to all health and safety regulations.
- Prepared and served a variety of cocktails and beverages to patrons.
- Maintained cleanliness and organization of the bar area during service shifts.
- Engaged with customers to provide exceptional service and enhance their experience.
Guest Service Representative
Tradewinds Island Grand Resort, FL
|St. Pete Beach
02.2016 - 10.2016
- Provided exceptional front-line guest service to an average of 200+ resort visitors daily across a 31-acre property with over 11 restaurants and a conference center, enhancing overall experience.
- Coordinated Rooms Operations, including managing a team of 3 and overseeing the turndown program to ensure guest comfort.
- Supported Food and Beverage Banquets, assisting in team coordination by translating for and leading a group of 10 Spanish-speaking staff, ensuring seamless service delivery across large events.
- Demonstrated strong interpersonal skills, consistently delivering a high level of hospitality and fostering positive guest relations in a high-volume environment.
- Rapidly learned and applied comprehensive resort policies and procedures to assist with diverse guest needs, including navigating extensive amenities and local attractions.
Hospitality Management Intern
Hotel Crowne Plaza Santo Domingo
09.2015 - 03.2016
- Completed a comprehensive rotational internship across key hotel departments, including Front Office, Food & Beverage, and Housekeeping.
- Gained hands-on experience in daily hotel operations, contributing to seamless guest flow and service delivery.
- Applied foundational hospitality knowledge to support departmental objectives and enhance client-facing interactions.
Guest Relations Coordinator
Grand Palladium Hotels & Resorts
- Served as a primary point of contact for international guests, proficiently resolving inquiries, concerns, and special requests to ensure a positive resort experience.
- Provided comprehensive information on resort amenities, local attractions, and services, enhancing guest engagement.
- Utilized strong interpersonal and bilingual communication skills to build rapport and ensure clear understanding with a diverse clientele.
- Maintained accurate guest records and collaborated with various departments to coordinate services and resolve issues efficiently.
Guest Relations Agent
Grand Palladium Hotels & Resorts(Grand Palladium)
Education
Bachelor of Science - Hospitality Administration And Management
National University Pedro Henríquez Ureña (UNPHU)
Santo Domingo, Dominican Republic 01.2015 - 11.2018
Associate of Arts - Advance English
Dominico American Institute
Santo Domingo, Dominican Republic 01.2015 - 07.2016
Certified - 2013 - English Immersion Program Certificate
MESCYT
Santo Domingo, Dominican Republic 07.2013 - 09.2013
Skills
- Hospitality Operations: Front Desk Operations, Guest Relations, Food & Beverage Service, Bartending, Event Support, Back-of-House Coordination, Large-Scale Resort Operations
- Adaptability & Learning: Rapid Learner, Highly Adaptable, Versatile Experience (large resorts to local venues), Independent Work, Cross-functional Collaboration, Quick Assimilation of New Procedures
- Customer Experience: Conflict Resolution, Up-selling, Relationship Building, Active Listening, Delivering Premium Service, Cultural Sensitivity
- Communication & Leadership: Excellent Verbal Communication, Interpersonal Communication, Bilingual (English, Spanish - Native), Translation, Team Leadership (Informal), Staff Coordination
- Technical Proficiency: Microsoft Office Suite (Word, Excel, PowerPoint - Intermediate), Point-of-Sale (POS) Systems (familiarity)
- Inventory management
References
References available upon request.
Timeline
Food and Beverage Server
Westgate Cocoa Beach Pier
12.2018 - 12.2020
Bartender
Once 30 Gastro Pub
05.2017 - 12.2017
Guest Service Representative
Tradewinds Island Grand Resort, FL
02.2016 - 10.2016
Hospitality Management Intern
Hotel Crowne Plaza Santo Domingo
09.2015 - 03.2016
Bachelor of Science - Hospitality Administration And Management
National University Pedro Henríquez Ureña (UNPHU)
01.2015 - 11.2018
Associate of Arts - Advance English
Dominico American Institute
01.2015 - 07.2016
Certified - 2013 - English Immersion Program Certificate
MESCYT
07.2013 - 09.2013
Guest Relations Coordinator
Grand Palladium Hotels & Resorts
Guest Relations Agent
Grand Palladium Hotels & Resorts(Grand Palladium)