Lorie McDonald
Milwaukee,WI
Summary
Dynamic hospitality professional with extensive experience at Courtyard by Marriott, excelling in customer service and front office management. Proven ability to enhance guest satisfaction through effective problem-solving and attention to detail. Skilled in team collaboration and office organization, consistently delivering outstanding results in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Front Desk Receptionist
Courtyard by Marriott
04.2021 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Developed strong working relationships with team members, fostering a positive work environment.
Housekeeping Manager
Four Points Hotel
05.2019 - 03.2021
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair needs to maintenance staff.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Managed team productivity and workflow to exceed quality standards.
- Managed labor costs effectively by monitoring staffing needs based on occupancy levels and adjusting schedules accordingly to maximize efficiency without compromising service quality.
Room Attendant
Fairfield Inn Marriott
07.2015 - 10.2017
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Achieved time management goals by following designated schedules and completing assigned tasks within allotted time frames.
- Reduced guest complaints by maintaining a high standard of cleanliness in all assigned rooms.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Vacuumed, dusted and maintained common areas, hallways, and waiting areas at elevators.
- Checked appliances in guest rooms to determine good working order.
- Performed deep-cleaning assignments on a regular basis to maintain the hotel''s overall appearance and appeal for both new and returning guests alike.
Education
GED -
Riverside University High School
Milwaukee, WI06-1995
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Telephone etiquette
- Problem-solving skills
- Team collaboration
- Office organization
- Hospitality services
- Front office management
Accomplishments
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Front Desk Receptionist
Courtyard by Marriott
04.2021 - Current
Housekeeping Manager
Four Points Hotel
05.2019 - 03.2021
Room Attendant
Fairfield Inn Marriott
07.2015 - 10.2017
GED -
Riverside University High School
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