Lauren Forbes

A dedicated and personable Concierge Associate with over a year of experience at The Alfond Inn at Rollins, a non-profit organization, known for delivering personalized, high-touch customer service while managing multiple client needs. Skilled at anticipating guest requests, recommending services and products to enhance the guest experience, and ensuring satisfaction with a focus on seamless service delivery. Proven ability to stay organized and efficient in fast-paced, dynamic environments while maintaining a professional and friendly demeanor.

• Assisted event planners in coordinating successful conferences, meetings, and weddings at the hotel by providing exceptional logistical support.
• Kept current on local events and attractions so as to provide accurate information and recommendations to guests seeking unique experiences.

• Mentored junior team members, providing guidance on best practices and professional development opportunities.
• Prepared executive presentations for risk leadership at various forums, committees, business reviews, and management meetings to help drive agenda and deliverables.
• Streamlined internal workflows, enhancing overall productivity within the business operations team.
• Championed innovative ideas that led to increased revenue generation through new product launches or expansion into untapped markets.
• Improved customer satisfaction ratings by addressing concerns and implementing feedback-driven improvements.
• Provided insightful recommendations during quarterly business reviews, resulting in the identification of new growth opportunities and areas for improvement.

• Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
• Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
• Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
• Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
• Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.