Lillie Smelcer
Cincinnati ,OH
Summary
Motivated and resourceful professional with over six years of leadership experience in the hospitality industry, including roles as Front Desk Supervisor, Operations Director, Dual Sales Leader, and Assistant General Manager. Proven track record in managing hotel operations, staff scheduling, revenue and accounts, inventory, and social media marketing for multiple properties. Currently serving as a Delta Reservation Specialist, consistently maintaining customer satisfaction scores above 90% through empathetic service and strong communication skills. Passionate about mentoring youth as a high school marching band instructor and dedicated to community service, including volunteer work with Habitat for Humanity. Known for reliability, adaptability, and a solution-oriented mindset, with a genuine commitment to making people feel welcomed and valued
Overview
11
11
years of professional experience
1
1
Certification
Work History
Reservation Specialist
Delta Airlines
10.2023 - Current
•Delivered exceptional customer service by assisting passengers with flight reservations, itinerary changes, and travel-related inquiries via phone
• Resolved customer issues efficiently, demonstrating empathy and professionalism to maintain high satisfaction and loyalty.
•Consistently met or exceeded performance metrics including call handling time, customer satisfaction scores, and call efficiency.
Dual Assistant General Manager
Sonesta ES Suites Sharonville East And West
09.2021 - 06.2022
- Resolved problems promptly to elevate customer approval.
- Handled cash accurately and prepared deposits.
- Motivated, trained and disciplined employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
Dual Sales Manager
Sonesta Es Suites Sharonville East And West
12.2019 - 09.2021
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
Operations Manager
Sonesta ES Suites Sharonville East
06.2018 - 12.2019
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
Guest Services Agent
Homewood Suite By Hilton Hotels/ Sonesta Es Suites
03.2015 - 06.2018
- Set and managed policies for concierge services and guest relations.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Checked guests into and out of hotel.
- Coordinated arrivals and departures of VIPs.
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
- Kept up to date on hotel and local events, restaurant menu, occupancies, staff updates and VIP guests.
Education
Norwood High School
Norwood, Ohio2014
Skills
ills
Customer Service & Communication – Friendly, patient, and solution-focused with consistently high customer satisfaction scores
Technical Proficiency – Basic knowledge of Microsoft Office Suite, Salesforce, OmniPro, Axis, and Delta terminal systems
Leadership & Training – Experience in staff supervision, hiring, and training across hospitality and coaching roles
Scheduling & Organization – Skilled in managing team schedules, inventory, and operational logistics
Social Media & Marketing – Managed content and engagement for hotel social media accounts
Problem Solving – Enjoys puzzles and finding creative solutions to challenges
Adaptability & Reliability – Flexible, dependable, and goal-oriented with excellent attendance
Additional Information
- Awarded the 2019 Cincinnati R.O.S.E Award for Recognition of Service Excellence. The Rose Award is a program recognizing the very best front line and service individuals who provide excellence beyond the normal call of duty for visitors to Greater Cincinnati. ROSE Award recipients are selected by a seasoned panel of industry professionals from nominees submitted for excellent service during the 12 months prior to the event.
- Awarded the 2022 Cincinnati R.O.S.E Award for Recognition of Service Excellence Hall of Fame Award
Certification
• Marching Band & Color Guard Instructor – Lead and mentor high school students at Norwood High School, fostering discipline, teamwork, and performance excellence through music and movement.
• Community Volunteer – Passionate about service and giving back; recently contributed to a Habitat for Humanity build, supporting families in need.
• Outdoor Adventurer – Enthusiastic about kayaking, hiking, and enjoying nature through relaxing picnics; values wellness, exploration, and balance.
• Puzzle Enthusiast – Thrive on solving complex puzzles, enhancing analytical thinking, creativity, and perseverance.
• Sewing & Crafting – Enjoy designing and creating handmade items, combining attention to detail with artistic expression.
• Avid Reader of Fantasy & Romance Adventures – Captivated by imaginative storytelling and character-driven narratives; reading fuels creativity and empathy.
• Creating Positive Experiences – Committed to making others feel welcomed and valued; known for a warm demeanor and a genuine desire to brighten others’ days.
Timeline
Reservation Specialist
Delta Airlines
10.2023 - Current
Dual Assistant General Manager
Sonesta ES Suites Sharonville East And West
09.2021 - 06.2022
Dual Sales Manager
Sonesta Es Suites Sharonville East And West
12.2019 - 09.2021
Operations Manager
Sonesta ES Suites Sharonville East
06.2018 - 12.2019
Guest Services Agent
Homewood Suite By Hilton Hotels/ Sonesta Es Suites
03.2015 - 06.2018
Norwood High School