MONIQUE BRIANNE LAMPKIN
Fort Worth
Summary
Results-oriented hospitality leader with over a decade of experience in driving revenue growth and enhancing guest engagement. Developed high-performing teams and implemented strategic process improvements that elevate guest experiences. Led operational initiatives aligned with organizational goals while fostering a culture of performance. Focused on delivering innovative solutions and ensuring customer satisfaction in every interaction.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Assistant Front Office Manager
Gaylord Texan Resort and Convention Center
01.2023 - Current
- Achieved a 100% Brand Standard Audit score for internal call center operations through process alignment and team training
- Analyzed call trends across multiple properties to identify service gaps and implement improvements, contributing to a 91% overall service score
- Led call center and front desk initiatives to enhance service performance and operational efficiency
- Spearheaded development of emerging leaders through creation of structured Senior Reservationist role within call center
- Supported front desk leadership strategy, resulting in an 85% AES Leadership Index
Assistant Room Operations Manager
Gaylord Texan Resort and Convention Center
08.2021 - 01.2023
- Designed and implemented upsell strategies that transformed the department into a revenue-generating function, increasing revenue from $19K to $132K
- Directed operations across multiple Rooms Division departments (Concierge, Transportation, Guest Services), ensuring seamless service execution and operational alignment
- Identified operational gaps, implementing process improvements to enhance service delivery and team accountability
- Led engagement and culture initiatives, resulting in 35% increase in Associate Engagement Satisfaction
Guest Experience Expert
Gaylord Texan Resort and Convention Center
10.2020 - 08.2021
- Delivered exceptional guest service in fast-paced, high-volume environment, enhancing guest satisfaction for individual and group arrivals
- Managed billing, payments, and guest issue resolution, ensuring accuracy and positive guest experiences
- Promoted and enrolled guests into Marriott Bonvoy, driving loyalty program participation
Voyage Leadership Program - Room Operations
Gaylord Texan Resort
07.2019 - 08.2020
- Led front-of-house operations including Front Desk, Concierge, and Transportation within a $101M revenue property
- Supervised daily housekeeping operations, overseeing 25+ associates to maintain brand standards
- Managed overnight audit operations to ensure financial accuracy and timely reporting
Education
Bachelor of Science - Hospitality Administration
Stephen F. Austin State University
Nacogdoches, Texas05-2019
Master of Science - Hospitality Management
University of North Texas
Denton, Texas12-2021
Skills
- FSPMS property management
- Guest Reservation System
- Guest relations
- Customer Experience Management
- Staff training
Certification
- STAR Interview Certified
- Peer Review Certified
CAREER ACCOLADES
2022 Gaylord Texan Home Team Hero Q1 Winner for Passion, 2024 Tarrant County Front of House leader of the Year, 2025 Gaylord Texan Front of House Leader of the Year
Timeline
Assistant Front Office Manager
Gaylord Texan Resort and Convention Center
01.2023 - Current
Assistant Room Operations Manager
Gaylord Texan Resort and Convention Center
08.2021 - 01.2023
Guest Experience Expert
Gaylord Texan Resort and Convention Center
10.2020 - 08.2021
Voyage Leadership Program - Room Operations
Gaylord Texan Resort
07.2019 - 08.2020
Master of Science - Hospitality Management
University of North Texas
Bachelor of Science - Hospitality Administration
Stephen F. Austin State University