Lori Minger
Brooklyn Park,MN
Summary
Experienced with overseeing comprehensive hotel operations, ensuring smooth and efficient functioning. Utilizes strategic planning and team leadership to drive success. Track record of elevating guest experiences and maintaining high service standards.
Overview
18
18
years of professional experience
Work History
Director of Hotel Operations/General Manager
Twin Cities Hospitality
Minneapolis, MN
08.2020 - Current
- Oversee 4 hotels
- 3 different Brands
- Oversaw all aspects of daily operations, including staff management, customer service, and financial performance
- Conducted regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback
- Resolved customer complaints promptly and effectively to maintain high levels of customer satisfaction
- Negotiated contracts with suppliers/vendors resulting in cost savings
- Created employee schedules that ensured adequate staffing levels during peak hours while controlling labor costs
- Developed and implemented strategic plans to drive business growth and increase profitability
- Developed comprehensive training programs for new hires ensuring smooth onboarding process
- Revenue Management
- Oversaw daily hotel operations ensuring high guest satisfaction and operational efficiency.
- Implemented cost control measures improving profit margins across departments.
- Developed training programs enhancing staff performance and service quality.
- Implemented quality control measures to maintain high standards of cleanliness, service, and guest satisfaction.
- Managed daily hotel operations, coordinating cross-departmental efforts to ensure seamless guest experiences.
- Improved employee retention by fostering a positive work environment, offering professional development opportunities, and implementing competitive compensation packages.
Operations/Front Office Manager
Delta Hotels by Marriott
06.2018 - 03.2020
- Managed staff scheduling and training, enhancing team performance and efficiency.
- Oversaw daily front office operations, ensuring exceptional guest service and satisfaction.
- Implemented new check-in procedures, reducing wait times for guests.
- Analyzed guest feedback to identify trends and improve service quality.
- Mentored new employees on customer service standards and hotel policies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Front Office Manager
Ramada Plaza Minneapolis
06.2015 - 06.2018
- Oversee daily operations
- Scheduling, training and ensuring 100% Guest Satisfaction
- Facilitate team meetings
- Revenue management and forecasting
- P&L review and expense control
Front Office Manager
Doubletree by Hilton Minneapolis North
04.2012 - 06.2015
- Managed staff schedules, optimizing workforce efficiency and coverage.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
Guest Services Manager
DoubleTree Suites by Hilton Minneapolis
09.2008 - 04.2012
- Managed team in daily tasks and projects
- Partnered successfully with all departments to increase guest satisfaction
- Trained, coached and mentored staff to ensure smooth adoption of new programs
- Enrolled guests in to Loyalty program
- Resolved guest complaints
Skills
- Hospitality industry
- Brand standards
- Operations management
- Property management systems
- Guest experience
- Front office operations
- Staff training and development
- Guest relations management
- Housekeeping management
- Revenue management
- Teamwork and leadership
- Multitasking
- Reliability
Timeline
Director of Hotel Operations/General Manager
Twin Cities Hospitality
08.2020 - Current
Operations/Front Office Manager
Delta Hotels by Marriott
06.2018 - 03.2020
Front Office Manager
Ramada Plaza Minneapolis
06.2015 - 06.2018
Front Office Manager
Doubletree by Hilton Minneapolis North
04.2012 - 06.2015
Guest Services Manager
DoubleTree Suites by Hilton Minneapolis
09.2008 - 04.2012