Nicole Lao
Richmond
Summary
Hospitality leader with rapid advancement into executive-level operations through consistent delivery of elevated guest experiences, team leadership, and financial performance.
Currently serving as Assistant General Manager with progressive leadership across two full-service Marriott properties in the Houston market, building comprehensive expertise in front office and rooms division operations.
Recognized for anticipatory service, strong ownership collaboration, and the ability to develop and lead high-performing teams within fast-paced, luxury-driven environments. Brings a polished, hands-on leadership style focused on operational excellence, guest satisfaction, and long-term asset value creation.
Overview
13
13
years of professional experience
Work History
Assistant General Manager
Houston Marriott Energy Corridor
Houston, TX
04.2026 - Current
- Provide executive oversight of daily hotel operations, ensuring alignment with brand standards, financial performance, and elevated guest experience delivery
- Partner directly with ownership to support operational strategy, reporting, and long-term asset value growth
- Serve as key liaison between ownership and property leadership, communicating KPIs, guest satisfaction insights, and operational priorities
- Lead department heads to drive service excellence, operational efficiency, and team engagement
- Oversee high-level guest relations, ensuring timely, discreet, and brand-aligned resolution
Permanent Makeup Artist
Aivi Luxe
Richmond, TX
01.2019 - Current
- Operate a high-touch, client-focused permanent makeup business specializing in ombré powder brows and microblading
- Conduct detailed consultations including brow mapping, design planning, and pigment selection to ensure precision and satisfaction
- Manage full business operations including scheduling, branding, pricing, and client experience delivery
- Maintain strong retention and referral-driven growth through personalized service and relationship building
- Continuously refine technical expertise through advanced training and industry education
Front Office Manager / Acting AGM
Houston Marriott Energy Corridor
Houston, TX
12.2025 - 04.2026
- Directed front office operations for a high-volume property, ensuring seamless guest arrival, stay, and departure experience
- Selected to serve as Acting Assistant General Manager, supporting property-wide operations and leadership decision-making
- Oversaw staffing, scheduling, training, and performance management while maintaining brand standards
- Strengthened team performance through coaching, accountability, and service culture development
- Supported operational transition and leadership continuity during property changes
Assistant Front Office Manager / Acting FOM
Houston Marriott Sugar Land
Sugar Land, TX
04.2022 - 12.2025
- Progressed into acting leadership role, managing full front office operations and team performance
- Ensured consistent delivery of elevated guest experiences through proactive service and attention to detail
- Managed billing accuracy, scheduling, payroll support, and operational workflow
- Resolved escalated guest concerns with professionalism and strong service recovery outcomes
- Recruited, trained, and developed team members, strengthening service culture and internal growth
Office Administrator
FIC Realty
Bellaire, TX
01.2017 - 01.2019
- Managed daily office operations including scheduling, client coordination, and administrative workflow
- Served as primary client contact, ensuring professional communication and timely follow-up
- Maintained administrative records, documentation, and basic financial files to support office efficiency
- Assisted with real estate transaction coordination by organizing documents and supporting agent workflow
- Improved office organization systems to enhance accuracy and operational efficiency
Barista
Starbucks
Richmond, TX
01.2015 - 01.2017
- Delivered high-volume customer service in a fast-paced environment with a focus on consistency and quality
- Built strong customer relationships through personalized engagement and service excellence
- Executed cash handling, inventory support, and operational procedures to brand standards
- Supported team training and contributed to efficient store operations during peak periods
Assistant / Editor
John Ly Photography
Houston, TX
01.2013 - 01.2015
- Supported client communication, scheduling, and coordination for photography sessions
- Assisted with photo editing, retouching, and final delivery of client projects
- Managed digital content organization and contributed to marketing and social media presentation
- Ensured brand consistency across visual outputs and client-facing materials
- Provided administrative and creative support during high-volume production periods
Education
Associate of Science - Nursing
Houston Community College
Houston, TXHigh School Diploma -
B.F. Terry High School
Rosenberg, TXSkills
- Luxury Guest Experience & Anticipatory Service
- Owner Relations & Communications
- Financial Performance & Budget Oversight
- Rooms Division & Front Office Leadership
- Team Development & Culture Building
- Guest Recovery & Service Excellence
- Operational Strategy & Process Improvement
- Cross-Functional Leadership
Languages
English
Vietnamese
Timeline
Assistant General Manager
Houston Marriott Energy Corridor
04.2026 - Current
Front Office Manager / Acting AGM
Houston Marriott Energy Corridor
12.2025 - 04.2026
Assistant Front Office Manager / Acting FOM
Houston Marriott Sugar Land
04.2022 - 12.2025
Permanent Makeup Artist
Aivi Luxe
01.2019 - Current
Office Administrator
FIC Realty
01.2017 - 01.2019
Barista
Starbucks
01.2015 - 01.2017
Assistant / Editor
John Ly Photography
01.2013 - 01.2015
Associate of Science - Nursing
Houston Community College
High School Diploma -
B.F. Terry High School