Lennis McDowell
Columbus
Summary
Dedicated Front Office Manager with a strong background in overseeing daily operations and leading teams to success. Recognized for streamlining processes that significantly enhance customer satisfaction and operational efficiency. Expertise in staff training and conflict resolution fosters a harmonious workplace environment and promotes employee development. Committed to delivering exceptional service and driving continuous improvement in all aspects of front office management.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant General Manager (AGM)
DoubleTree by Hilton-Dublin, OH
05.2022 - 11.2025
- Managed front desk operations, including check-in/check-out procedures, reservations, and guest inquiries
- Trained and supervised a team of 40 staff members, providing guidance on customer service standards and hotel policies
- Implemented cost-saving measures by optimizing inventory management system, resulting in reduction in operational expenses
- Coordinated with housekeeping department to maintain cleanliness standards throughout the hotel premises
- Conducted regular inspections of rooms and public areas to ensure compliance with quality standards
- Handled guest complaints or issues promptly and effectively, resolving conflicts to ensure customer satisfaction
- Implemented employee training programs focused on enhancing customer service skills resulting in an improvement in guest satisfaction scores
- Payroll.
- Hiring and onboarding of new employees.
- Maintained strong relationships with vendors and suppliers to negotiate favorable contracts for goods/services procurement
- Collaborated with department heads to streamline processes, improving workflow and reducing operational costs.
- Analyzed guest feedback and metrics to identify areas for improvement, enhancing overall satisfaction ratings.
- Managed budgeting processes, ensuring optimal resource allocation while adhering to financial objectives.
- Led team meetings focused on performance improvement strategies and fostering a collaborative work environment.
- Implemented new technology systems to improve front desk operations, increasing efficiency in guest check-in procedures.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Oversaw daily operations to ensure exceptional guest experiences and maintain high service standards.
- Developed and implemented training programs for staff to enhance customer service skills and operational efficiency.
Assistant General Manager
Delta by Marriott-Fargo, ND
08.2018 - 03.2022
- Oversee all hotel operations & sales functions including Guest Services, Housekeeping, Maintenance, Sales, F&B and HR
- Ensuring all company & brand standards are met while delivering above average service
- Prepare and conduct all interviews and follow hiring procedures according to Company policies.
- Handle and resolve Guest & Associate Issues in a productive and timely manner.
- Compile & prepare statistical data /reports in key areas (Guest Satisfaction, ADR, P&L, Employee Satisfaction)
- Responsible for ordering & maintaining inventory and supplies.
- Directed daily operations to enhance guest satisfaction and operational efficiency.
- Implemented strategic initiatives that improved team performance and service delivery.
- Collaborated with cross-functional teams to optimize guest experience and streamline operations.
- Fostered a culture of continuous improvement, driving process enhancements across departments.
General Manager
Fairfield Inn Marriott-Jackson, MS
03.2017 - 08.2018
- Oversee all hotel operations & sales functions including Guest Services, Housekeeping, Maintenance, Sales, F&B and HR
- Ensuring all company & brand standards are met while delivering above average service
- Prepare and conduct all interviews and follow hiring procedures according to Company policies.
- Handle and resolve Guest & Associate Issues in a productive and timely manner.
- Compile & prepare statistical data /reports in key areas (Guest Satisfaction, ADR, P&L, Employee Satisfaction)
- Responsible for ordering & maintaining inventory and supplies.
Dir of F&B
Embassy Suites by Hilton-Detroit, MI
01.2015 - 03.2017
- Oversee the day-to-day operations of all Restaurant, Kitchen Banquet & Bar areas.
- Analyze and generate reports and communicate information to employees and appropriate departments.
- Develop employee morale and ensure training of Guest Services personnel.
- Handle and resolve Guest & Associate Issues in a productive and timely manner.
- Ensure adherence to established procedures & compliance with Brand Standards all supervised personnel.
- Conduct daily departmental Huddles.
- Participate in MOD Program
F&B Manager
DoubleTree Suites by Hilton-Columbus, OH
06.2012 - 01.2015
- Oversee all front and back of the house operations related to F&B functions
- Provided hands on management of staff and service
- Administered essential functions including hiring, training, and leading
- Educate and reinforce company standards
- Responsible for monthly and quarterly inventories
- Prepare employee shift schedule according to the business forecast.
- Conduct all 90 day and annual employee performance appraisals
- Develop and implement creative strategies to increase revenues
Education
Hotel and Restaurant Management (Associates) -
Hocking College
Nelsonville, OH06.2008
Business Administration (Bachelor of Arts) - undefined
Fitzroy Bryant College
Basseterre, KN05.1999
Skills
- Team motivation (leadership skills)
- Cocktail experience
- Communication skills
- Human resources
- Interviewing
- Office management
- Profit and loss analysis
- Bartending (6 years)
- Interviewing (8 years)
- Restaurant Management (5 years)
- Food service inventory management
- Microsoft Word (10 years)
- Quality control
- Team management
- Leadership
- Serving Experience (10 years)
- Food Safety
- Guest relations
- Payroll (5 years)
- Recruiting
- Computer skills
- Team development
- Culinary Experience (10 years)
- Operations management
- Cash reconciliation
- Guest Services
- Hospitality
- Supervising Experience (10 years)
- Hotel experience (30 Years )Management (10 years)
- Computer literacy
- Banquet Experience (10 years)
- Administrative experience
- First aid
- Microsoft Office
- Process improvement
- Customer service
- Organizational skills
- Conflict resolution
- Oracle
- Microsoft Excel
- Staff scheduling
Certification
- Driver's License November 2021 to November 2035
- CPR Certification
Timeline
Assistant General Manager (AGM)
DoubleTree by Hilton-Dublin, OH
05.2022 - 11.2025
Assistant General Manager
Delta by Marriott-Fargo, ND
08.2018 - 03.2022
General Manager
Fairfield Inn Marriott-Jackson, MS
03.2017 - 08.2018
Dir of F&B
Embassy Suites by Hilton-Detroit, MI
01.2015 - 03.2017
F&B Manager
DoubleTree Suites by Hilton-Columbus, OH
06.2012 - 01.2015
Business Administration (Bachelor of Arts) - undefined
Fitzroy Bryant College
Hotel and Restaurant Management (Associates) -
Hocking College