LISA DOWNS
Santa Barbara,CA
Summary
Knowledgeable Guest Service / Concierge agent experienced in five-star luxury resort settings.
Driven front desk agent highly skilled in managing reservations, telephone calls, and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Results-driven professional focused on delivering exceptional support for customer needs. Offers a strong background in customer relations and communication.
Knowledgeable with OPERA, Revinate, Open Table, and Bookf4Time.
Overview
17
17
years of professional experience
Work History
Food Expeditor
Blackstar Restaurant And BrewPub
06.2023 - 05.2024
- Enhanced customer satisfaction by ensuring timely and accurate delivery of food orders.
- Streamlined kitchen operations for increased efficiency by coordinating with chefs and servers on meal preparation and presentation.
- Improved order accuracy with a thorough review of each dish before serving to customers.
- Reduced wait times for customers, prioritizing and organizing food orders according to table numbers.
- Contributed to a positive work environment, collaborating effectively with team members across different roles.
- Supported overall restaurant success by stepping in to assist other team members during peak service hours.
- Leveraged strong multitasking abilities to manage competing demands under pressure, consistently delivering high-quality results while maintaining a positive attitude.
- Improved order accuracy with thorough review of each dish before serving to customers.
Guest Service Agent /Concierge Agent
San Ysidro Ranch
10.2021 - 06.2023
- Oversaw fast-paced front desk operations and guests' needs at busy five-star luxury resort
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Answered guest inquiries and provided information regarding hotel services and amenities
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Managed over 75 + telephone calls per day, and email inquiries with efficiency and professionalism
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Collected room deposits, fees, and payments.
Guest Services Coordinator
Sun Communities / Ocean Mesa
06.2021 - 10.2021
- Handled check-in and check-outs of 20 to 50 guests daily by assigning rooms, administering keys and answering questions
- Gave information about area attractions and provided directions
- Assisted guests with special requests, ensuring personalized service and memorable stays.
- Brainstormed and implemented creative event concepts and themes
- Worked with vendors for special events at resort
- Collaborated with team members to handle guest requirements from check-in through check-out
- Applied sales skills to maintain full hotel occupancy
- Confirmed arrival and departure times for guests
- Communicated problems regarding resort issues to management and maintenance personnel
Personal Assistant
PRIVATE FAMILY
02.2020 - 03.2021
- Fulfilled multiple roles as trusted family personal assistant
- Coordinated worldwide travel logistics, including airline, hotels, and ground transportation
- Scheduled, tracked, and managed numerous detailed calendars for business and family matters
- Negotiated and arranged for household services and repairs, paid invoices, and tracked estimates
- Provisioned home and office with supplies shopped for routine and significant items (car)
- Traveled to Atlanta to hire realtor and disposition items in two homes upon employer's request
- Managed correspondence, email, phone calls, internet research, and keeping files up to date
- Coordinated events,
- Responded to emails and other correspondence to facilitate communication
- Displayed absolute discretion in handling confidential information
Supervisor / Personal Vehicle Driver
UNITED PARCEL SERVICE
11.2018 - 01.2020
- Promoted from driver to supervisor in charge of responsive, top-quality service in fast- paced office
- Executed daily plans and managed pre-load packaging operations
- Supervised, trained, and audited work of employees
- Researched data from internal systems and other departments to optimize customer interactions
- Collaborated cross-departmentally to address and resolve customer service issues
- Utilized tracking software to track and move boxes to destinations
- Completed pre-and post-trip safety inspections, recorded and reported defects or issues
- Prepared deliveries, efficiently loaded vehicles, optimized route delivery schedules, collected payments
- Established long-term customer service relationships through prompt and courteous service
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
Customer Service Manager / Product Management
GRACE AND HEART
07.2016 - 06.2018
- Managed in-house warehouse and supported independent consultants across nation for direct-selling organization specializing in classic quality jewelry
- Created policy for wholesale products
- Involved in many areas of product management, sourced new vendors, and negotiated pricing
- Worked with 10 to 20 overseas and domestic vendors, shipment deadlines, quality control, and returns
- Collaborated with product development and marketing teams for social media marketing
- Liaised between product manager, shipping, consultants, and customers
- In charge of daily correspondence, scheduling, and updates to in-house staff.
National Sales Manager, Inventory Manager
Waxing Poetic
01.2013 - 01.2016
- Total business development, marketing, and revenue generation responsibility for East
- Coast Territory
- Managed 18 Sales Representatives across 11 states
- Directed groups generating $7 Million in total revenues
- Realigned and synchronized sales, customer service, operations, and warehouse processes
- Regained customer trust, powered sales in underperforming regions, and improved service100%
- Partnered with social media and web managers to optimize sales and promotions
- Deployed sales tracking procedures to track and fine-tune revenue goals Purchasing
- Developed purchasing, product importing, and contract management strategies for over 50vendors
- Negotiated manufacturing and logistics improvements in India and Italy that increasedprofit margins 25%
- Analyzed sales data, created forecasts and maintained open purchase order
- Cultivated supplier relationships, tracked and managed 3rd party components intoproduction phase
- Communicated with sales and product development teams regarding top sellers and poorperformers
- Launched frequent inventory reduction sample sales that generated $5,000+ in daily sales.
Buyer / Purchasing Manager, Head Buyer
Women, SUNDANCE BEACH
01.2007 - 01.2012
- For Women's, Juniors, Swimwear, Footwear, Girls, and supervised Men's Department
- Managed entire store, web, and magazine inventory at $1.1 Million
- Increased margin to 48% in first year
- Worked closely with account executives and sales managers from major action sports companies
- Launched private label programs for Women's and Men's divisions with 60% margin
- Directed merchandising, in-store visuals, and sales promotions for all divisions.
- Progressed through various purchasing, warehousing and leadership roles.
- Solved diverse supply chain problems involving numerous sources, logistics and scheduling factors.
Education
WEV - Live Plan Business Program
Women's Economic Ventures
Santa Barbara, CA03.2015
Associate of Arts - Merchandising Marketing
FIDM/Fashion Institute of Design & Merchandising
San Francisco, CA06.1994
Skills
- Guest Services
- Reservations Management
- Concierge services
- Personable Demeanor
- Celebrity / VIP Guest Support
- Guest Accommodations
- Excellent business sense and high professional ethics
- Problem Anticipation and Resolution
- Office Support
- Vendor interaction
- Clear Communication
- Project Deadlines Management
Timeline
Food Expeditor
Blackstar Restaurant And BrewPub
06.2023 - 05.2024
Guest Service Agent /Concierge Agent
San Ysidro Ranch
10.2021 - 06.2023
Guest Services Coordinator
Sun Communities / Ocean Mesa
06.2021 - 10.2021
Personal Assistant
PRIVATE FAMILY
02.2020 - 03.2021
Supervisor / Personal Vehicle Driver
UNITED PARCEL SERVICE
11.2018 - 01.2020
Customer Service Manager / Product Management
GRACE AND HEART
07.2016 - 06.2018
National Sales Manager, Inventory Manager
Waxing Poetic
01.2013 - 01.2016
Buyer / Purchasing Manager, Head Buyer
Women, SUNDANCE BEACH
01.2007 - 01.2012
WEV - Live Plan Business Program
Women's Economic Ventures
Associate of Arts - Merchandising Marketing
FIDM/Fashion Institute of Design & Merchandising
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