LYDIA BRUCE

• Supervises a team of 15 employees and delegates duties and responsibilities to each member.
• Delivers exceptional customer service and handles inquiries and complaints.
• Designs and develops training materials for new employees in the department.
• Addresses areas that need improvement and observes team's performance.
• Adapts teaching methods according to the needs of individual learners or groups.
• Mentors new employees on procedures and policies to maximize team performance.
• Remains calm and professional in stressful circumstances and effectively diffuses tense situations.

• Provided clear and decisive leadership by rapidly assessing and responding to changing field conditions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Conducted pre-flight briefings with cabin crew to ensure compliance with all aviation regulations and company policies.
• Prepared aircraft cabins for flight, including checking emergency equipment, stocking food and beverage items, and ensuring passenger comfort items are available.

• Built sales contracts, EO’s, correspondence, reports, forms, and direct mail pieces as needed by the Sales and Food and Beverage team.
• Assisted managers on creative projects including proposals, invitations, and special events.
• Developed and implemented event plans, including budgets, venues, catering, décor, entertainment and special guests.
• Maintained a flow of Sales contracts through proper distribution to clients, the team, and appropriate department heads.
• Conducted site inspections for the Sales department as needed, including meeting with walk-ins if the Sales team was unavailable.
• Monitored and ordered office supplies to ensure the Sales department was properly stocked at all times with full Sales packets, collateral, and promotional items.
• Completed and filed monthly Expense Reports for the General Manager.
• Developed content and promotional materials for various campaigns.

• Motivated and mentored team members on providing customers with service suggestions and information.
• Oversaw the operation of the front desk, including greeting, registering, and checking out guests.
• Coached employees to develop and strengthen skills during guest interactions.
• Provided end-of-month audits of resort to upper management as required.
• Inspected the property regularly to identify deficiencies and schedule repairs.
• Monitored animals for signs of illness or injury and administered medications as prescribed by a veterinarian.
• Responsible for providing daily care and exercise to all dogs in the facility, including feeding, grooming and cleaning up after them.
• Kept accurate logbooks regarding daily activities of all animals in the facility.

Assistant Event Services Manager

• Managed the Convention Services and Banquet Team.
• Liaised between clients and vendors to facilitate correct products and services for event success.
• Evaluated event success and continuously implemented logistical changes to streamline and optimize event experiences.
• Planned both small and large events with unique budgets, schedules, and client demands.

Assistant Front Office Manager

• Supervised front-end associates in a fast-paced and demanding environment.
• Trained new employees in all aspects of office practices and procedures.
• Maintained compliance with company policies and procedures in processing transactions with customers.
• Reviewed daily reports in detail and resolved any identified discrepancies.
• Administered payroll for employees and maintained current records with tax forms and other important documentation.

Housekeeping Supervisor

• Supervised and supported housekeeping personnel to maximize quality of service and performance.
• Stocked room attendant carts with supplies to keep carts organized and clean.
• Collaborated with front desk to respond promptly to guest requests and promote positive experience.
• Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
• Sustained safety protocols to support proper equipment and material usage.

Front Office Host

• Welcomed guests to front desk and engaged in friendly conversations while conducting check-in process.
• Handled payment processing and provided customers with receipts and proper bills and change.
• Posted charges, updated accounts and issued bills to departing guests.
• Responded to inquiries and room requests made online, by phone or email.
• Arranged special accommodations for guests to maintain optimal satisfaction.
• Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.