Lorri Gillespie
Oklahoma City,OK
Summary
Seasoned Operations Manager and talented leader with 7 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
7
7
years of professional experience
Work History
Sales Coordinator
Embassy Suites
11.2023 - Current
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Improved productivity by increasing customer communication and responding to feedback.
- Coordinated product demonstrations and presentations to showcase key features and benefits to potential clients.
- Maintained long-term relationships with high net-worth clients.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Strengthened customer relationships with consistent follow-up, resulting in repeat business and referrals.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
Accounts Receivable Clerk
Skirvin Hilton Hotel
08.2023 - 11.2023
- Expedited revenue collection by consistently meeting deadlines for generating accurate monthly statements and timely invoice submissions.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
- Developed and implemented strategies to improve collection processes and reduce overdue payments.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Decreased uncollectible debt by closely monitoring accounts and promptly identifying high-risk customers for management review.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Handled day-to-day accounting processes to drive financial accuracy.
Front Desk Manager
Hampton Inn Northwest
03.2023 - 08.2023
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Ensured data accuracy through regular audits of guest profiles.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Entered and updated sensitive customer information during check-ins and room changes.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Stored guest valuables in safe and individual boxes for security.
- Checked guests in out of hotel, made reservations, and processed payments.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Managed senior-level personnel working in marketing and sales capacities.
- Managed front desk maintenance of client records and lab data.
Operations Manager
Hampton Inn Quail Springs
08.2022 - 07.2023
- Reported issues to higher management with great detail.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Partnered with vendors and suppliers to effectively manage and budget.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Front Desk Manager
Hampton Inn Quail Springs
01.2022 - 07.2022
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Ensured data accuracy through regular audits of guest profiles.
- Developed detailed plans based on broad guidance and direction.
- Entered and updated sensitive customer information during check-ins and room changes.
Front Desk Agent
Homewood Suites
10.2021 - 04.2022
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
Front Desk Agent
Doubletree By Hilton
04.2017 - 04.2021
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Prepared reports on guest satisfaction levels and other metrics.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Coordinated with vendors for repair and maintenance of hotel.
- Answered multi-line phone system and enthusiastically greeted callers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
Education
Associate of Science - Medical Assisting
Wright Career College
Overland Park, KS07.2021
Bachelor of Science - Healthcare Management
National American University - Rapid City
Rapid City, SD01.2020
Skills
- Customer Retention
- Territory Management
- Negotiation Tactics
- Promotional planning
- Account Management
- Flexible Work Schedule
- Basic Mathematics
- Analytical Thinking
- Client Service
- Team Building and Motivation
- Customer Relations
- Financial Management
- Invoice Processing
- Management
- Business Planning
- Report Generation
- Employee reviews
- Decision-Making
- Product Management
- Performance reporting
- Quality Assurance
- Conflict Mediation
- Teamwork and Collaboration
- Employee Scheduling
- Staff Development
- Human Resources
- Performance monitoring
- Onboarding and Orientation
- Staff Scheduling
- Case Management
- Event Coordination
- Data Entry
- Training and Development
- Good Judgment
- Brand Management
- Account Reconciliation
- Administrative Support
- Documentation and control
- Payroll and budgeting
- Guest Relations
- Schedule Management
- Hospitality services
- Preventive Maintenance
- Issue handling
- Microsoft Office Suite
- Team Management
- Staff Training
- Oral and writing communication
Timeline
Sales Coordinator
Embassy Suites
11.2023 - Current
Accounts Receivable Clerk
Skirvin Hilton Hotel
08.2023 - 11.2023
Front Desk Manager
Hampton Inn Northwest
03.2023 - 08.2023
Operations Manager
Hampton Inn Quail Springs
08.2022 - 07.2023
Front Desk Manager
Hampton Inn Quail Springs
01.2022 - 07.2022
Front Desk Agent
Homewood Suites
10.2021 - 04.2022
Front Desk Agent
Doubletree By Hilton
04.2017 - 04.2021
Associate of Science - Medical Assisting
Wright Career College
Bachelor of Science - Healthcare Management
National American University - Rapid City