Lisa Kraft
Flint
Overview
18
18
years of professional experience
1987
1987
years of post-secondary education
Work History
Executive Housekeeping Manager
Hilton Garden Inn Hotel
Casper
08.2017 - 09.2025
- Managed daily operations of housekeeping department at Hilton Garden Inn.
- Supervised and trained housekeeping staff to ensure service excellence.
- Developed cleaning schedules to optimize team efficiency and resource allocation.
- Coordinated inventory management for cleaning supplies and equipment usage.
- Implemented safety procedures and protocols for staff training programs.
- Collaborated with other departments to address guest requests and concerns promptly.
- Monitored performance metrics to enhance team productivity and service quality.
- Developed and implemented hotel standard operating procedures for the housekeeping department.
- Ensured compliance with health codes and other legal requirements related to cleanliness standards.
- Collaborated with other departments, such as engineering and front desk, to ensure smooth operations.
- Maintained accurate records of inventory levels, cleaning supplies, and equipment repairs.
Front Desk Supervisor
Hilton Garden Inn Hotel
Casper
11.2012 - 08.2017
- Supervised front desk team to ensure excellent guest service standards.
- Managed guest check-in and check-out processes efficiently and accurately.
- Trained new staff on hospitality procedures and system usage.
- Resolved guest complaints promptly to maintain satisfaction levels.
Front Desk Manager
Parkway Plaza Hotel
Casper
10.2011 - 08.2012
- Managed front desk operations and ensured smooth guest check-in and check-out processes.
- Supervised and trained front desk staff on customer service best practices.
- Coordinated room assignments and maintained accurate reservation records.
- Collaborated with management to develop training programs for new hires.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Oversaw cash and credit card payment transactions at the front desk.
- Mentored new staff on correct procedures, compliance requirements, and performance strategies.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Assistant General Manager
Sleep Inn and Suites
Casper
09.2007 - 08.2011
- Manage daily hotel operations and staff coordination
- Oversee guest service delivery and satisfaction
- Implement hotel policies and procedures consistently
- Train staff on service standards and expectations
- Support budget planning and financial management tasks
- Assist in scheduling staff shifts and assignments
- Facilitate communication between management and employees
- Performed administrative tasks such as filing paperwork, preparing documents.
- Motivated and led team members to work together to achieve targets.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Identified customer needs and delivered relevant product solutions and promotions.
- Ensured compliance with company policies, procedures, and regulations.
Education
Douglas High School
Casper, WyomingSkills
- Inventory management
- Cleaning protocols
- Staff training
- Performance monitoring
- Guest relations
- Team collaboration
- Conflict resolution
- Communication skills
- Problem solving
- Time management
- Leadership abilities
- Attention to detail
- Health and safety compliance
- Customer service focus
- Scheduling proficiency
- Task delegation
- Employee engagement
- Inventory control
- Recruiting and interviewing
- Maintenance scheduling
- Housekeeping management
- Staff management
- Quality assurance
Timeline
Executive Housekeeping Manager
Hilton Garden Inn Hotel
08.2017 - 09.2025
Front Desk Supervisor
Hilton Garden Inn Hotel
11.2012 - 08.2017
Front Desk Manager
Parkway Plaza Hotel
10.2011 - 08.2012
Assistant General Manager
Sleep Inn and Suites
09.2007 - 08.2011
Douglas High School