Lauren Story
Johns Island,SC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Community Association Manager (Portfolio)
Sentry Management
03.2022 - 08.2025
- Responsible for the day-to-day facilities maintenance for a minimum of 8 communities.
- Serve as a liaison between association board of directors, homeowners and vendors as well as corporate office departments of Accounting and Support Services to respond to the requirements and needs of each individual community.
- Attend board meetings, take notes and prepare meeting minutes for board review and approval.
- Assist with the enforcement of community standards as required by the governing documents by conducting frequent site visits.
- Prepare budgets and work with each board to ensure funds are adequate to cover operating expenses and supply reserve account for future capital expenditures.
- Coordinated directly with association insurance brokers to maintain comprehensive coverage, manage timely policy renewals and premium payments, and oversee claims from initiation through resolution.
General Manager
Residence Inn by Marriott Piper Glen/Sree Hotels
07.2019 - 05.2021
- Promoted to a larger 114 suite property.
- Oversee all accounting functions and human resources on site to include payroll, AP/AR, disciplinary actions as needed and conducting annual performance reviews.
- Lead management team to meet and exceed revenue and brand goals.
- Consistently deliver accurate forecasting projections and timely implement adjustments as required in staffing and other cost centers to ensure profit integrity.
- Create the hotel’s annual budget and monitor the performance of the hotel each month.
- Strategize and collaborate with sales and revenue management team to meet and exceed RevPAR goals and stay competitive in local market.
- Lead operations team during Covid-19 pandemic and implemented new policies and procedures to ensure safety of guests and staff.
General Manager
Residence Inn by Marriott Lake Norman/Sree Hotels
04.2011 - 07.2019
- Promoted to General Manager of this 78 suite property.
- Inspect property daily to ensure compliance with all brand standards including cleanliness, staff service and safety.
- Responsible for hiring, onboarding and training all associates to ensure they are given the proper tools to succeed in their new role.
- Develop annual budget and work to achieve the budgeted revenue and profit goals by forecasting and adjusting expenses in a timely manner.
- Facilitated a full renovation of the property in 2016-2017 without displacing substantial revenue and minimal impact to guests.
Guest Care Manager
Residence Inn by Marriott Lake Norman/Sree Hotels
04.2007 - 04.2011
- Oversee front office and food and beverage operations.
- Handle guest concerns in a professional, caring, and timely manner.
- Perform accounting functions and submit monthly reports to corporate office.
- Work closely with GM and each department leader to ensure we meet and exceed brand standards and guest satisfaction during yearly Marriott Brand Standards audits.
- Assist sales manager with coordination of groups and on-site meetings.
Education
Bachelor of Science - Hospitality Management
University of South Carolina
12.2006
Skills
- Adaptability
- Customer service operations
- Timely communication via phone and email
- Budget and cost control
- Prioritization and time management
- Proficient in Microsoft Outlook, Word, Excel and Teams
- Self-motivated and proactive in work from home environments
Accomplishments
- 2013 General Manager of the Year for SREE Hotels
- 2018 Hotel of the Year for SREE Hotels
Timeline
Community Association Manager (Portfolio)
Sentry Management
03.2022 - 08.2025
General Manager
Residence Inn by Marriott Piper Glen/Sree Hotels
07.2019 - 05.2021
General Manager
Residence Inn by Marriott Lake Norman/Sree Hotels
04.2011 - 07.2019
Guest Care Manager
Residence Inn by Marriott Lake Norman/Sree Hotels
04.2007 - 04.2011
Bachelor of Science - Hospitality Management
University of South Carolina