Lisa Loggia
Swedesboro,NJ
Summary
A High energy hotel management professional offers proven skills in strengthening operational procedures, enhancing team productivity and streamlining processes. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success.
Overview
29
29
years of professional experience
Work History
Assistant General Manager
Courtyard By Marriott
Philadelphia, PA
05.2022 - 02.2024
- Developed and implemented policies and procedures to improve customer service and guest satisfaction.
- Assisted in recruiting, hiring and training of team members.
- Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
- Negotiated contracts with vendors to acquire competitive prices and quality products.
- Managed team schedules for all departments for over 80 Associates with eye for coverage needs and individual strengths.
- Collaborated with General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Maintained detailed records of all transactions, ensuring accuracy in accounting reports required for tax purposes or audits.
- Analyzed sales data to identify trends and opportunities for menu expansion or modification based on customer preferences.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Worked flexible hours across night, weekend, and holiday shifts.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Organized and detail-oriented with a strong work ethic.
Operations Manager
Hyatt Place
King Of Prussia
05.2021 - 05.2022
- Handled guest complaints and offered resolutions to ensure guest satisfaction while maintaining hotel revenue.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Assisted guests at check-in, providing information on various services within our hotel.
- Provided end-of-month audits of resort to upper management as required.
- Booked large groups of people for weddings, seminars, conferences and other events and offered best available room rates.
- Managed team of 8 front desk agents, 12 housekeepers, and 2 engineers to ensure proper daily protocol for operations .
- Conducted performance reviews providing coaching and feedback to benefit both company and employee.
- Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
- Implemented policies and standard operating procedures to improve and maintain hotels Net Promoter scores and overall guest satisfaction,
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
Front Office/Operations Manager
Courtyard by Marriott
Philadelphia, PA
11.2018 - 03.2020
- Responsible for managing daily operations of hotel including front office, housekeeping, engineering, bell staff, security, food and beverage and sales teams
- Maintaining guest service as the driving philosophy of operation
- Personally, demonstrating commitment to guest service in responding to guests needs
- Responsible for effective and efficient operation of hotel, exceeding company and brand standards for guest satisfaction, as well as maintain superior Guest Scores
- Providing leadership role in selection, training, and development and retention of hotel management teams
- Reviewing daily business levels, anticipated critical situations and planned effective solutions to best expedite these situations
- Ensuring that hotel operations are following preferred standards
- Monitoring each department daily by walking property; looking for any risks or potential hazards and checking that staff adherence to hotel policies and procedures is being met
- Ensure that all hotel standards and services are being executed daily
- Maintaining complete knowledge always of entire hotel features/services, hours of operation
- Knowledge at all time of current house status and count for arrivals/departures
- Conducting daily stand up meetings within departments
- Organize and plan monthly staff meetings to ensure goals and standards are met
- Process and monitor Inventory for Office and Market areas monthly
- Assist with all training of new hires and coaching and counseling of current employees
- Perform bank audits to ensure accurate cash control
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Increased revenue by upselling hotel services and amenities to guests during check-in and check-out processes.
- Provided ongoing coaching and mentoring for team members, promoting professional growth opportunities within the organization.
- Created, prepared, and delivered reports to various departments.
Front Office Manager
Radisson Hotel
Philadelphia
04.2018 - 11.2018
- Responsible for overseeing daily operations of 8 front desk agents, 3 bell staff, 2 pool attendants and 2 security officers
- Provide exemplary work ethics and performance for t staff to follow
- Coach and counsel all front office staff, bell, security and pool staff
- Develop and execute employee training and customer service plans
- Review and Respond to all Social Media, Review Pro reviews and surveys daily
- Interview applicants and complete hiring process for selected individuals
- Review and Process payroll for all front office staff
- Attend and Conduct daily stand up meetings
- Handle and Resolve any guests’ questions, relations or concerns in timely manner
- Conduct monthly staff meetings to review hotel standards, departmental procedures, and operating issues or concerns
- Work with Sales and Banquets to ensure all materials or information needed is readily available for VIP or group arrivals
- Review Night Audit and Revenue and Adjustments reports daily to ensure accuracy
- Communicate with all other departments to ensure optimal hotel occupancy and appropriate hotel yield based upon demand
Front Desk Supervisor
Red Roof Plus
11.2010 - 04.2018
- Process guest arrivals and departures including all necessary payments
- Oversaw guest registration reservations and other clerical duties with a focus in quality and courtesy
- Assist in scheduling and supervising the work of the other 6 Front Desk employees
- Solid experience in accounting functions such as accounts
- Ayable/Receivable and auditing
- Communicate with all hotel departments efficiently and maintain all necessary documentations
- Confirm enough supplies are ready and available for all shifts
- Direct phone calls as necessary and ensure incidental services are active or restricted
- Offer referral for services and assist with guest needs
- Assist in the hiring and training process for all hotel departments
- Perform daily property walks and inspections to ensure grounds were maintained
Front Desk Supervisor
Renaissance Hotel
10.2004 - 12.2005
- Handle all guest registrations and departures
- Greeted and assisted all guests coming into lobby and directed according to their needs
- Supervised the other 3 Front Desk Agents and Detailed to Serve employees
- Balanced and reconcile all necessary reports in accordance with night audit preparation
- Coordinated with concierge and shuttle service to ensure all guests were properly assisted
Lead Collector
Tenet Healthcare
09.2001 - 08.2004
- Answer all inbound calls regarding payments due on accounts
- Make outbound calls to insurance companies to obtain payments
- Handle all customer service calls for all seven area Hospitals and direct accordingly
- Maintain a minimum of 50 accounts worked per day while keeping accurate documentation on each account in the computer system
- Process and prepare all payments received for accounting department
- Ick-up and deliver correspondence via the mail room
Front Desk
GSR | Red Roof Inns
10.1994 - 09.2001
- Answer all incoming phone calls and assist guest calling
- Make all reservation requests received over the phone
- Check in and out all guests and handle any requests they may have
- Process all necessary shift reports and maintain front desk information logs
- Perform daily bucket checks and room rack as directed by manager
- Update all housekeeping status in the computer to ensure room status accuracy
Education
High School Diploma -
St. Monica's Business School
Philadelphia, PA06.1993
Skills
- Reporting
- Policies and procedures implementation
- Organizational skills
- Time management
- Customer service
- Microsoft Office
- Problem resolution
- Team building
- Flexible
- Training & Development
- Food Safety and Sanitation
- Staff Management
- Payroll Administration and Timekeeping
- Inspecting Rooms
- Room Breakdown
- Brand Standards Audits
Certification
- CPR Training - 2022
- Serv Safe Manager Certification -2022
- RAMP Responsible Alcohol Management Program-2022
Timeline
Assistant General Manager
Courtyard By Marriott
05.2022 - 02.2024
Operations Manager
Hyatt Place
05.2021 - 05.2022
Front Office/Operations Manager
Courtyard by Marriott
11.2018 - 03.2020
Front Office Manager
Radisson Hotel
04.2018 - 11.2018
Front Desk Supervisor
Red Roof Plus
11.2010 - 04.2018
Front Desk Supervisor
Renaissance Hotel
10.2004 - 12.2005
Lead Collector
Tenet Healthcare
09.2001 - 08.2004
Front Desk
GSR | Red Roof Inns
10.1994 - 09.2001
High School Diploma -
St. Monica's Business School