Lorrie Phillips
Amarillo
Summary
Dynamic Dual General Manager with a proven track record at Four Points & Fairfield Inn, excelling in operational strategy and customer service. Expert in inventory management and staff training, driving efficiency and enhancing guest satisfaction. Recognized for implementing cost-saving measures that improved profitability while fostering a collaborative team environment.
Overview
32
32
years of professional experience
Work History
Dual General Manager
Four Points &Fairfield Inn
Amarillo
04.2024 - Current
- Maintained inventory levels by monitoring stock usage and replenishing items as needed.
- Provided direction on purchasing decisions based on current trends in the industry.
- Performed regular financial analysis to ensure budget compliance and identify opportunities for cost savings.
- Resolved customer complaints quickly and efficiently while maintaining positive relationships with clients.
- Conducted regular meetings with departmental heads to review progress towards objectives.
- Managed daily operations of the business, including scheduling staff, ordering supplies and overseeing customer service.
- Hired, trained, coached and evaluated staff to ensure high standards of customer service.
- Created monthly reports on performance metrics such as revenue, expenses, profit and loss.
- Oversaw daily accounting activities such as invoicing customers and reconciling bank accounts.
- Monitored staffing levels to ensure adequate coverage during peak times.
Dual General Manager
Residence & Fairfield Inn Marriott
Amarillo
04.2012 - 04.2024
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Ensured compliance with local health department regulations regarding food safety standards.
Assistant General Manager
Courtyard by Marriott
New Braunfels
02.2008 - 04.2012
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Prepared weekly schedules for staff members based on their availability.
- Ensured that customer service standards were met or exceeded at all times.
- Ensured compliance with all applicable laws and regulations related to employment practices.
- Maintained accurate records of employee attendance, payroll information, sales figures.
- Monitored inventory levels and placed orders for new stock as needed.
- Analyzed sales data to identify trends and opportunities for growth.
Front Office Manager/Back of House Team Member
Holiday Inn
Amarillo
05.1998 - 02.2008
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
Front Office Manager
Days Inn Hotel
Amarillo
04.1993 - 05.1998
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
Education
Mariott International
Bethesda, MDSkills
- Inventory management
- Operational strategy
- Customer service
- Staff recruitment
- Performance reporting
- Team leadership
- Staff training and development
- Human resources management
References
References available upon request.
Timeline
Dual General Manager
Four Points &Fairfield Inn
04.2024 - Current
Dual General Manager
Residence & Fairfield Inn Marriott
04.2012 - 04.2024
Assistant General Manager
Courtyard by Marriott
02.2008 - 04.2012
Front Office Manager/Back of House Team Member
Holiday Inn
05.1998 - 02.2008
Front Office Manager
Days Inn Hotel
04.1993 - 05.1998
Mariott International