Summary
Overview
Work History
Education
Skills
Timeline
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Lauren Burgess

Kissimmee,FL

Summary

Polished hospitality professional with exceptional communication skills and a genuine passion for delivering an outstanding guest experience. Dynamic and personable individual adept at coordinating seamlessly with various resort departments to ensure smooth operations. Proven success as a front-line leader in the high-end hotel industry.

Overview

7
7
years of professional experience

Work History

Guest Experience Manager- Front Office

Walt Disney Company
07.2021 - Current
  • Manage team of 100+ at Disney’s Grand Floridian Resort & Spa.
  • Established a positive work culture that promoted teamwork, inclusion, collaboration, and employee morale.
  • Managed staff scheduling, ensuring optimal coverage during peak times while minimizing labor costs.
  • Collaborated and eagerly assisted peers with a multitude of responsibilities and projects.
  • Led front desk operations during major hotel renovation, ensuring exceptional guest service and minimal disruption.
  • Conducted regular Cast performance evaluations, identifying areas for improvement and providing constructive feedback for professional development.


Assistant Store Manager

Panera Bread
07.2020 - 01.2021
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
  • Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.

Hospitality Leadership Program- Lodging

Walt Disney Company
02.2020 - 04.2020
  • Create and maintain relationships with cast and partnering departments
  • Sustained written, verbal, and interpersonal communication at all levels of the organization
  • Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
  • Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.

Assistant Operations Manager

Hyatt Regency Boston
01.2019 - 02.2020
  • Managed daily operations of hotel front desk and restaurant effectively, ensuring timely completion of tasks and accurate reporting of results.
  • Created operational cross-training program throughout hotel to increase efficiency
  • Coordinated with other departments on joint projects, streamlining processes for maximum efficiency across all business units.
  • Streamlined communication between front-of-house and back-of-house teams, resulting in smoother service operations.

Housekeeping Supervisor

Hyatt Regency San Antonio Riverwalk
05.2018 - 01.2019
  • Supervised 15-30 housekeepers and their daily assignments
  • Coordinated with maintenance teams for swift resolution of any repair or maintenance issues affecting guest rooms or common areas.
  • Addressed guest complaints promptly, resolving issues effectively and providing appropriate solutions.
  • Conducted regular inspections of all assigned areas to guarantee adherence to cleanliness standards.
  • Assisted in conducting timely recruitment processes for filling vacant positions within the team swiftly and efficiently.

College Program – Housekeeping

Walt Disney Company
05.2017 - 01.2018
  • Assigned to the 910 room, AAA Four Diamond rated Walt Disney’s Boardwalk Inn & Villas Resort
  • Followed daily cleaning schedule to prepare for arrival of guests and meet deadlines.
  • Contributed to the hotel's reputation for cleanliness and comfort by providing exceptional service to all guests.


Education

Bachelor of Science - Hospitality Administration And Management

University of Houston Conrad N. Hilton College of Hotel & Restaurant Management
Houston, TX
08.2019

Skills

  • Exceptional communication
  • Property management knowledge
  • Guest Services
  • Customer Service
  • Problem-solving skills
  • Staff Training
  • Sales and Upselling
  • Brand representation

Timeline

Guest Experience Manager- Front Office

Walt Disney Company
07.2021 - Current

Assistant Store Manager

Panera Bread
07.2020 - 01.2021

Hospitality Leadership Program- Lodging

Walt Disney Company
02.2020 - 04.2020

Assistant Operations Manager

Hyatt Regency Boston
01.2019 - 02.2020

Housekeeping Supervisor

Hyatt Regency San Antonio Riverwalk
05.2018 - 01.2019

College Program – Housekeeping

Walt Disney Company
05.2017 - 01.2018

Bachelor of Science - Hospitality Administration And Management

University of Houston Conrad N. Hilton College of Hotel & Restaurant Management

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Lauren Burgess