Lauri R Donnelly

• Deliver personalized, exceptional service and enrichment activities to enhance pet behavior and well-being.
• Collaborate closely with pet owners to address concerns and provide tailored care for their pets’ overall health and happiness.
• Provide detailed visual updates on scheduled pet services, ensuring transparency and communication with pet families.
• Create a safe, nurturing environment for pets, ensuring comfort and security while owners are away.

• Improved customer service procedures and policies to streamline training, feedback, and support systems, driving higher satisfaction for both customers and staff.
• Developed innovative strategies to support clients during challenging situations while guiding employees to foster a healthy and supportive work environment.
• Led recruitment, hiring, and training efforts for customer service representatives, achieving a 90% retention rate.

• Developed strong relationships with hotels, associates, customers, and suppliers through initial training and planning, ensuring clear and professional communication.
• Planned and collaborated with hotel teams to enhance guest experiences, develop training solutions, and lay the groundwork for future improvements in associate and customer satisfaction.

• Managed and trained over 100 regular and temporary staff, overseeing daily operations for a 130,000 square-foot convention space, ensuring smooth execution of large-scale events.
• Reviewed and vetted job applications, recommending candidates for key positions as the hiring manager for multiple roles within the department.
• Fostered professional skill development among banquet and culinary staff through hands-on training, management, and motivation.
• Achieved an 89.3 Event Staff Service score in 2018, despite a 61-day labor disruption, and drove a $100,000 expense reduction by optimizing linen inventory and implementing process improvements.

• Recruited, hired, and onboarded new employees while providing ongoing coaching and development to current team members.

• Supervised daily operations for a 685-room hotel with 27,477 square feet of meeting space, managing a team of 45+ regular employees and temporary staff.

• Boosted associate engagement and leadership excellence scores by 60 points year over year, while increasing Red Coat Direct (client communication service) usage scores by 24 points.

• Ranked among the top 3 local competitors as the property champion for the hotel’s social media presence.

• Supervised and supported staff across daily operations and service objectives, rotating between Banquets, Restaurants, and Front Office departments as needed.

• Achieved a 5-star events rating as the property champion for the LiquidSpace client bookings program and collaborated with the hotel task force on the implementation of Meetings Imagined.

• Coordinated daily and weekly cross-departmental meetings to identify areas of focus, discuss policy changes, and facilitate positive communication.”

• Led cross-training initiatives for Bell Desk staff in Front Desk operations, boosting productivity, guest satisfaction, and team development.

• Achieved a 100% score with the Front Office leadership team on the 2014 Annual Accounting audit (SRA).

• Contributed to a 57% increase in 2014 Drake Biel upgrade revenue over the previous year by providing hands-on sales training, daily briefings, and recognizing high-performance team efforts.

• Oversaw and improved procedures for opening and closing duties across outlets, including daily operations, inspections, facility maintenance, scheduling, and productivity management.
• Launched a new associate recognition program that boosted positive engagement scores by 10 points year over year in the annual employee survey.
• Forecasted supply needs and effectively managed staffing requirements for daily operations and private events.

• Managed and improved processes for office supply inventory, daily team briefings, and book audits.

• Performed Overnight Manager duties, overseeing and forecasting house counts for comprehensive hotel-wide planning.

• Managed merchandising, cashiering, and beverage production in outlets serving up to 150+ covers per hour.

• Created signature and customized menu items with personalized service, driving a 10% increase in sales.