Madelyn Lutz
Madison,WI
Summary
Adept at driving revenue optimization and staff development, my tenure at F & E Hospitality showcased a robust ability in guest relations management and front office operations. Leveraging property management systems knowledge, I led teams to exceed performance goals, enhancing guest satisfaction and operational efficiency. My approach combines strategic oversight with a commitment to employee growth and development.
Overview
19
19
years of professional experience
Work History
Director of Rooms
F & E Hospitality
Verona, WI
03.2013 - Current
- Oversee day-to-day operations of Front of House.
- Ensure compliance with all safety protocols relating to hotel operations and brand standards; conducted regular safety inspections..
- Prepare weekly reports on occupancy levels, room rates, service scores and other key performance indicators.
- Direct staff training and development activities, including interviewing, hiring, orientation, safety, and team building exercises.
- Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assist with front desk operations including check-ins, check-outs, transportation coordination, reservations and payment collections.
- Respond to and resolve guest reviews and issues or complaints.
Guest Services Representative
Crowne Plaza Madison
Madison, WI
03.2011 - 03.2013
- Provided assistance to guests throughout their stay.
- Maintained accurate records of all transactions within the hotel software system.
- Resolved customer disputes in a professional manner while maintaining positive relationships.
Breakfast Cook
Crowne Plaza Madison
Madison, WI
10.2010 - 03.2011
- Followed all sanitation guidelines established by health department regulations.
- Received and stored food and supplies for weekly deliveries.
- Assisted with inventory management of kitchen supplies and equipment when necessary.
- Prepared and maintained the breakfast buffet and menu items
- Assisted with prep for banquets and large-scale meetings.
Shift Manager
Noodles & Company
Monona, WI
02.2008 - 07.2010
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Responded quickly and effectively to emergency situations as they arose.
- Organized special events such as holiday sales or promotional campaigns.
- Managed daily cash intake by counting out registers and tabulating profits in the P&L system.
Driving Instructor
Four Lakes Driving School
Madison, WI
03.2006 - 03.2008
- Provided behind-the-wheel instruction for students of all ages (15-60+)
- Applied variety of instructional resources to meet needs of students with varying backgrounds and learning styles.
Education
High School Diploma -
Waunakee High School
Waunakee, WI06-2004
Some College (No Degree) - Art Education
University of Wisconsin- Whitewater
Whitewater, WISome College (No Degree) - Human Services, Interior Design
Madison College
Madison, WISkills
- Performance analysis
- Revenue optimization
- Guest relations management
- Employee development
- Front office operations
- Staff scheduling
- Property management systems knowledge
- Room allocation
Accomplishments
- IHG Torchbearer Award 2013-2018- given to hotels who exemplify the highest levels of quality and guest satisfaction worldwide
- Wisconsin Hotel and Lodging Association Spirit of Hospitality Award 2014
Languages
English
Native/ Bilingual
Spanish
Limited
References
References available upon request.
Timeline
Director of Rooms
F & E Hospitality
03.2013 - Current
Guest Services Representative
Crowne Plaza Madison
03.2011 - 03.2013
Breakfast Cook
Crowne Plaza Madison
10.2010 - 03.2011
Shift Manager
Noodles & Company
02.2008 - 07.2010
Driving Instructor
Four Lakes Driving School
03.2006 - 03.2008
High School Diploma -
Waunakee High School
Some College (No Degree) - Art Education
University of Wisconsin- Whitewater
Some College (No Degree) - Human Services, Interior Design
Madison College
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