Philip Lacki
Miami,FL
Summary
Dynamic hospitality professional with extensive experience at Compass Group USA, excelling in guest relations and staff leadership. Proven track record of enhancing customer satisfaction through effective complaint handling and innovative service strategies.
Overview
7
7
years of professional experience
Work History
Lead Guest Service Ambassador- Millennium
Compass Group USA
Brickell, Miami, Florida
04.2025 - Current
- Developed and re-structured a team of pantry attendants and receptionists to deliver on Flik policies and client expectations.
- Budgeted and managed all food and beverage orders, while maintaining strong vendor relations
- Facilitated smooth transitions between shifts by effectively communicating pertinent information to incoming staff members.
- Supported colleagues during peak periods or absences when necessary, demonstrating flexibility in scheduling.
- Maintained confidentiality of sensitive guest information at all times while adhering strictly to industry best practices.
Floor Manager- American Express Centurion Lounge
Compass Group USA
Miami International Airport, Miami, Florida
12.2020 - 04.2025
- Managed team of 80+ employees to maintain smooth-running operations of lounge floor.
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently (American Express CSAT monthly survey results)
- Created an inclusive workplace atmosphere that fostered teamwork among employees of diverse backgrounds.
- Ensured compliance with safety regulations, maintaining a clean and hazard-free environment for staff and customers.
- Managed product inventory and stock levels to maintain availability of products.
Transient Sales Coordinator- W South Beach
Marriott International, Inc.
Miami Beach, FL
05.2019 - 10.2020
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
Guest Services Associate- W Hoboken
Marriott International, Inc.
Hoboken, NJ
02.2018 - 05.2019
- Implemented innovative strategies to improve overall guest experience by soliciting feedback from customers regularly.
- Assisted guests with special requests to ensure a memorable stay and exceptional service.
- Handled phone calls professionally, directing callers to appropriate departments or providing information as needed.
Education
Master of Arts - Public Relations
Seton Hall University
South Orange, NJ05-2019
Skills
- Hospitality industry experience
- Guest relations
- Complaint handling
- Decision-making
- Cross-cultural sensitivity
- Staff leadership
Timeline
Lead Guest Service Ambassador- Millennium
Compass Group USA
04.2025 - Current
Floor Manager- American Express Centurion Lounge
Compass Group USA
12.2020 - 04.2025
Transient Sales Coordinator- W South Beach
Marriott International, Inc.
05.2019 - 10.2020
Guest Services Associate- W Hoboken
Marriott International, Inc.
02.2018 - 05.2019
Master of Arts - Public Relations
Seton Hall University