Lawra Ross
Portage,IN
Summary
Professional with extensive experience in hospitality management, prepared to lead front office operations effectively. Adept at enhancing guest experiences and optimizing workflow efficiency. Reliable team collaborator focused on achieving exceptional results and adapting to dynamic situations with ease.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Office Supervisor
Hotel EMC2 Autograph Collection
08.2025 - Current
- Supervised front office operations, ensuring exceptional guest experiences and service quality.
- Resolved guest complaints effectively, maintaining high satisfaction ratings and loyalty.
- Collaborated with housekeeping and maintenance teams to ensure room readiness and cleanliness standards.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Enhanced guest satisfaction by efficiently managing reservations and addressing inquiries promptly.
- Utilized GXP for guest requests and resolve issues.
- Utilized OPERA system for day to day operations.
- Monitored guests reviews and feedback to maintain satisfaction and provide superior guest services.
- Collaborated with the restaurant for special occasions for the guest.
Guest Service Representative
Courtyard Marriott Downtown River North
04.2023 - 08.2025
- Resolve guest complaints and discrepancies promptly and courteously, enhancing overall customer satisfaction.
- Assist with closing the housekeeping department, ensuring all procedures are followed accurately.
- Inspect rooms for operations management, maintaining high-quality standards.
- Greet and assist guests upon arrival, maintaining a professional and friendly demeanor to build rapport.
- Utilize Fosse and GXP software systems to efficiently manage guest services and requests, ensuring timely responses.
- Assist with administrative and clerical tasks, including managing staff schedules to support operational efficiency.
- Assisted in training new staff on hotel policies and customer service standards.
Cargo Office Agent
Lufthansa Airlines
06.2022 - 04.2023
- Prepared and managed import and export documentation, including manifests and airway bills, ensuring compliance with regulatory requirements.
- Coordinated and prioritized import breakdown documents and flight preparation to optimize operational efficiency.
- Reviewed Customs and Border Protection (CBP) documentation clearances to facilitate smooth import and export processes.
Cargo Office Agent
Alliance Ground International
01.2021 - 06.2022
- Managed international cargo documentation and export processes, ensuring compliance with TSA, FAA, and air carrier regulations.
- Facilitated the release of import freight by reviewing and verifying CBP clearances and authorizations.
- Monitored flight schedules to enhance punctuality and prevent loading delays, contributing to operational efficiency.
Customer Service Representative
Walmart Supermarket
08.2020 - 02.2021
- Addressed customer inquiries and suggestions with professionalism, ensuring a courteous interaction and enhancing customer satisfaction.
- Responded to customer requests efficiently, providing detailed information on products, services, and company policies.
- Analyzed and resolved customer complaints by identifying root causes, leading to improved service delivery and customer retention.
Front Desk Associate
Holiday Inn Express and Suites
07.2018 - 09.2020
- Conducted guest check-in and check-out processes, including reservations and payments, while verifying payment methods and ensuring accurate bookkeeping through nightly audits.
- Addressed and resolved customer inquiries and complaints, maintaining high levels of guest satisfaction through effective communication and problem-solving.
- Trained and supported newly hired employees in front desk operations, enhancing team efficiency and service quality.
Casino Cashier
Isle of Capri Casino
05.2017 - 03.2018
- Processed gaming checks, coupons, tickets, and chips into currency, ensuring accurate record-keeping and confidentiality of customer transactions.
- Reconciled daily transaction summaries and verified the accuracy of financial reports, including authorization forms and exchange summaries.
Front Desk Associate
Hampton Inn by Hilton Hotel
03.2015 - 07.2017
- Processed payments and provided accurate billing and change, ensuring efficient and precise financial transactions.
- Managed customer complaints and resolved issues, consistently achieving complete guest satisfaction.
- Trained newly hired employees on front desk procedures and business operations, facilitating smooth onboarding and integration.
Education
Diploma -
Perspectives Calumet
Chicago, ILSkills
- FAA Regulations, Dependable and Responsible, New Hire Training, Multi-Line Phone Systems, Hospitality Services, Cash Handling, Leadership, Customer Service, Microsoft Office Programs, Communication, Active Learning, Money Transactions, Scheduling, Data Entry, Phone Etiquette, Guest Services, Time Management, Problem-Solving, Multitasking proficiency, FOSSE system, PMS system, OPERA system, GXP(Guest Experience Platform)
Certification
Certificate of Training
- Food Handler Essentials Course
Certificate of Hospitality, Marriott 2024
Timeline
Front Office Supervisor
Hotel EMC2 Autograph Collection
08.2025 - Current
Guest Service Representative
Courtyard Marriott Downtown River North
04.2023 - 08.2025
Cargo Office Agent
Lufthansa Airlines
06.2022 - 04.2023
Cargo Office Agent
Alliance Ground International
01.2021 - 06.2022
Customer Service Representative
Walmart Supermarket
08.2020 - 02.2021
Front Desk Associate
Holiday Inn Express and Suites
07.2018 - 09.2020
Casino Cashier
Isle of Capri Casino
05.2017 - 03.2018
Front Desk Associate
Hampton Inn by Hilton Hotel
03.2015 - 07.2017
Diploma -
Perspectives Calumet