McKenna McConnell

• Oversaw hotel inventory management for events by creating and distributing RFPs, evaluating hotel bids, negotiating competitive rates, and managing contracts to ensure alignment with event lodging requirements.
• Monitored room block inventory across multiple events, coordinated with hotels on additional room requests, changes, and unresolved blocks to ensure fulfillment of group lodging commitments.
• Maintained accurate records of hotel partners, group bookings, and attendee communications within the CRM platform while ensuring high service standards and consistency across partner interactions.
• Sent targeted communication to hotels, teams, and attendees to promote booking timelines, resolve pending blocks, and support event coordination.
• Provided exceptional customer service by handling inbound inquiries from hotels, group leaders, and guests, resolving issues promptly, and supporting escalated complaints with thoughtful service recovery solutions.
• Assisted in setting up new group blocks, tracked registration activity, and communicated regularly with newly registered teams to ensure timely booking and smooth lodging experiences.
• Supported the Director of Operations by coordinating special projects, managing daily operational tasks, and implementing procedures to streamline workflows and improve the guest experience.
• Led quality control initiatives and helped develop training materials to proactively address guest concerns and improve overall satisfaction.

Key Skills:

• Hotel RFP Management & Contract Negotiation
• Event Lodging Coordination & Inventory Tracking
• CRM Proficiency (Data Entry, Reporting, Communication Logs)
• Customer Service & Conflict Resolution
• Strong Verbal/Written Communication
• Remote Workflow Management & Team Collaboration

• Supported recruitment efforts by assisting in the interviewing and selection process for Hospitality Team members.
• Designed and facilitated front desk training programs for new hires to ensure consistent adherence to spa policies and service standards.
• Oversaw daily scheduling and timekeeping for the Hospitality Team, reviewing time punches to reduce discrepancies and control overtime.
• Created daily zone charts to assign team responsibilities and support optimal spa flow and guest service coverage.
• Conducted daily reviews of the Sweeps Log to verify completion of assigned operational tasks.
• Analyzed the daily guest schedule to strategically minimize appointment gaps and enhance operational efficiency.
• Monitored and evaluated monthly retail-to-service sales performance, setting daily goals to drive revenue and team accountability.
• Developed agendas and facilitated quarterly team meetings focused on performance, training, and service excellence.
• Applied corrective action measures in coordination with management when staff performance failed to meet company expectations.
• Promptly addressed and resolved guest feedback by collaborating with the Spa Manager and appropriate team members.
• Performed daily analysis of guest feedback through the Ratings Control Panel in Zenoti to identify service trends and areas for improvement.
• Reported and communicated any closeout discrepancies directly to the Spa Manager to ensure accurate end-of-day reconciliation.
• Ensured superior guest experiences by maintaining and updating the Guest List and personally stepping in to assist in Concierge or Coordinator roles when needed.
• Maintained ambiance standards across the spa by ensuring proper lighting, music, cleanliness, and aromatherapy in all guest-facing spaces.

• Welcome guests warmly upon arrival and assist with smooth check-in and check-out processes
• Provide luggage assistance to ensure a comfortable guest experience
• Coordinate and book transportation, tours, activities, and dining or event reservations
• Offer knowledgeable recommendations on local restaurants, attractions, shopping, nightlife, and entertainment
• Manage and fulfill guest requests for housekeeping, maintenance, and other services promptly
• Handle incoming calls, emails, and messages, addressing guest inquiries and concerns with care
• Document deliveries accurately and prepare reports for hotel management as needed

• Greet guests and ensure a seamless flow through the restaurant to their arranged dining tables.
• Responsible for in-take/confirmation of guest reservations, both in-person and via phone, seat charting and greeting all patrons upon entering
• Inspect work areas for cleanliness and ensure they meet the highest standards.
• Communicate clearly and effectively in both positive and negative situations, responding well to questions.
• Uphold service standards to guarantee a memorable guest experience.
• Maintain and uphold the company's vision and values.
• Demonstrate a passion for details and a willingness to learn.
• Participate in pre-service duties and applicable closing duties.
• Engage in service and culinary education sessions.
• Ensure the highest standards of cleanliness and appearance throughout all areas of the restaurant before, during, and after service.
• Responsible for working special off-site events, as needed

• Set up the physical area as needed for the planned activities.
• Develop, print, and post the daily informational schedule on the bulletin board as directed by the Activity Director.
• Remind and educate co-workers in other departments about the activity schedule.
• Inform nursing staff about which tenants may be interested in specific activities and develop a plan to escort those unable to independently reach the activity location.
• Follow instructions for implementing group activities as directed.
• Report any changes in tenant responses to group activities (e.g., behavioral, psycho-social, sensory, physical) to nursing staff.
• Keep tenant activity attendance records as directed.
• Implement inter-generational programming (preschool, outside groups, etc.) as directed.
• Chaperoned tenant outings as directed, following policy and procedures with tenant safety as the first priority.