Lisa Welday
Fort Myers,FL
Summary
Responsible and hard working individual with more than 20 years of experience, 10 years of management, in the hospitality industry. I've worked at several hotel resorts in many departments including, the front desk, guest services, recreation, reservations and events.
Overview
25
25
years of professional experience
Work History
Assistant Resort Manager
Tortuga Beach Club Hilton Grand Vacations
Sanibel , FL
10.2023 - Current
- Ensured compliance with all applicable laws, regulations and policies due to the restoration of our property on the island.
- Maintaining inventory of supplies, and materials needed to reorder for opening.
- Developed strategies for areas of improvement once the resort reopens.
- Creating new and updating procedures to enhance the owners and guest experience during their stay.
- Built and maintained productive relationships with the Board Members, Restoration company and all vendors that come on site.
- Work closely with the Resort Director.
Events Administrative Assistant
Hyatt Regency Coconut Point Resort and Spa
Bonita Springs , FL
06.2023 - Current
- Handled incoming calls and directed callers to appropriate department or employee.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Collaborated with many departments to ensure the event is set up for success.
- Built relationships with all contacts for the events: Weddings, Holiday Parties or Cooperate Events.
Recreation Supervisor
Hyatt Regency Coconut Point Resort and Spa
Bonita Springs , FL
07.2020 - 06.2023
- Implemented hurricane preparedness guidelines and check list.
- Helped recruit, hire and train department employees.
- Managed pool decks to ensure guest are adhering to rules and regulations.
- Sought out opportunities to improve service levels.
- Monitored and controlled expenses according to budgetary guidelines.
- Created and implemented Holiday programs.
- Initiated creative ideas and kept recreation programs entertaining and refreshing.
Reservations Agent
Hyatt Regency Coconut Point Resort and Spa
Bonita Springs , FL
08.2018 - 03.2020
- Relayed information on availability, pricing and discounts to customers.
- Proficient in hotel systems
- Coordinated with Meeting Planners and Event Managers to ensure all attendees reservations are correct
- Built all group blocks in a timely manner
- Had good relationships with third party booking sites
Customer Service Representative
Pack and Send
Fort Myers , FL
08.2015 - 05.2018
- Cultivated positive relationships with FedEx, UPS and USPS personnel.
- Promptly responded to customers either in the store, by phone or by email with finding the best shipping methods to fit their shipping needs.
- Ensured all packages were properly packed to be shipped either local or international.
Recreation Supervisor
Hyatt Regency Coconut Point Resort and Spa
Bonita Springs , FL
05.2008 - 09.2010
- Supervised and led children's activities.
- Prepared team members schedules
- Promoted pool side activities.
- Ensured guest satisfaction.
- Assisted in keeping the pool area clean and safe for all guest and employees.
Guest Services Manager and Assistant Manager
Hyatt Regency Coconut Point Resort and Spa
Bonita Springs , FL
- Ensured that guest complaints were handled in the most effective manner possible and that compensation was offered for hardship cases.
- Trained newly hired employees on company policies, Hyatt standards and customer service techniques.
- Fostered strong working relationships with all hotel departments.
- Held employees responsible to fulfill their required duties and tasks during their respective shifts.
- Welcomed guests, provided answers to questions, and anticipated guests’ service needs.
- Facilitated the opening of the Hyatt Regency San Antonio Riverwalk.
- Managed the Regency Club, trolley and the front drive to create the best guest first impression.
Front Desk Assistant Manager, Supervisor and Agent
Hyatt Regency Coconut Point Resort and Spa
Bonita Springs , FL
- Anticipated guests’ needs ahead of time and responded to requests efficiently.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Replied to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Performed balancing of hotel accounts at the end of the day.
- Worked with reservations, housekeeping, maintenance and security to meet all guest needs.
- Corrected guest issues in a timely and professional manner with knowledgeable and friendly service.
- Managed guest check-in and check-out procedures, placed reservations and processed payments.
- Collaborated with the transition to OPERA and updated the reservation system. Assisted in building the new systems.
Front Desk Agent
Sundial Beach Resort & Spa
Sanibel , FL
09.1999 - 12.2000
- Managed guest check-in and check-out procedures, placed reservations and processed payments.
- Handled the complaints and concerns of customers.
- Quickly and effectively resolved guest complaints and ensured that issues were addressed promptly.
- Provided concierge services for guests as needed.
Education
Associate of Applied Science - Hospitality Management
Cloud County Community College
2000
Skills
- Conflict resolution
- Teamwork
- Upscale resort and spa background
- Exceptional customer service
- Training and mentoring
- Judgment and Decision Making
- Document and File Management
- Meticulous Attention to Detail
- Fast Learner
- Task Prioritization
- Multitasking and Time Management
Timeline
Assistant Resort Manager
Tortuga Beach Club Hilton Grand Vacations
10.2023 - Current
Events Administrative Assistant
Hyatt Regency Coconut Point Resort and Spa
06.2023 - Current
Recreation Supervisor
Hyatt Regency Coconut Point Resort and Spa
07.2020 - 06.2023
Reservations Agent
Hyatt Regency Coconut Point Resort and Spa
08.2018 - 03.2020
Customer Service Representative
Pack and Send
08.2015 - 05.2018
Recreation Supervisor
Hyatt Regency Coconut Point Resort and Spa
05.2008 - 09.2010
Front Desk Agent
Sundial Beach Resort & Spa
09.1999 - 12.2000
Guest Services Manager and Assistant Manager
Hyatt Regency Coconut Point Resort and Spa
Front Desk Assistant Manager, Supervisor and Agent
Hyatt Regency Coconut Point Resort and Spa
Associate of Applied Science - Hospitality Management
Cloud County Community College
Similar Profiles
Justin (Jay) CulpepperJustin (Jay) Culpepper
Manager Recreation, at Hilton Grand Vacations, Grand Beach ResortManager Recreation, at Hilton Grand Vacations, Grand Beach Resort
Jessica ShelleyJessica Shelley
Front Desk Agent at Hilton Grand Vacations ClubFront Desk Agent at Hilton Grand Vacations Club
Mukhammed MasaidovMukhammed Masaidov
Rooms Coordinator at Hilton Grand Vacations ClubRooms Coordinator at Hilton Grand Vacations Club