- Yoga
- Hiking
- Live concerts
- Exploring the city and nature
Susan Lee
Shoreline,WA
Summary
Dynamic hospitality professional with a proven track record at Fairmont Olympic Hotel and InterContinental Seattle Bellevue, excelling in guest satisfaction and operational efficiency. Skilled in problem-solving and teamwork, I effectively managed front desk operations and enhanced service quality, ensuring a welcoming atmosphere and optimizing resource allocation during peak period.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Food and Beverage Attendant
Shaker + Spear
08.2025 - Current
- Provided prompt and courteous service to guests, enhancing dining experience.
- Assisted in food and beverage preparation, ensuring adherence to quality standards.
- Maintained cleanliness and organization of dining area, promoting a welcoming atmosphere.
- Collaborated with team members to efficiently manage high-volume service periods.
Assistant Front Office Manager
Intercontinental Hotel Seattle Bellevue
07.2024 - 08.2025
- Coordinated staff schedules, optimizing coverage during peak hours for enhancing service delivery.
- Managed guest inquiries and complaints, providing effective resolutions to ensure satisfaction.
- Trained new team members on front office procedures and customer service standard; complex issues.
- Assisted in recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Collaborated with housekeeping to prioritize room readiness based on guest arrivals and departures.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Utilized property management system to input reservations and maintain accurate guest records.
- Supervised payroll corrections for accuracy and duplications.
Front Desk Manager
Fairmont Olympic Hotel
08.2023 - 07.2024
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and supervised front desk staff, enhancing service quality and operational efficiency.
- Resolved guest inquiries and complaints promptly, improving overall customer satisfaction.
- Coordinated scheduling for hotel services, optimizing resource allocation and staff availability.
- Conducted regular inventory checks of supplies, ensuring adequate resources for front desk operations.
Assistant Front Office Manager
Hyatt at Olive 8
09.2022 - 08.2023
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
Front Desk Supervisor
Crowne Plaza Seattle Airport
12.2019 - 09.2022
- Oversaw 260 rooms for accurate and efficient processing for customers.
- Trained and mentored front desk staff, enhancing team performance and service quality.
- Managed reservation systems, optimizing room assignments and minimizing booking error; manage CRM database
- Employ coaching and counseling to team members
Assistant Front Office Manager
Hotel Indigo Los Angeles Downtown
09.2017 - 11.2019
- Supervised daily front office operations, ensuring seamless guest experiences and service quality.
- Reported and resolved key issues.
- Trained to instill the IHG brand way of standards to line employee.
- Reviewed metrics and survey to ensure growth of the department.
- Implemented Front Office operations with internal team.
- 350 room property.
Education
High School Diploma -
Torrance High
Torrance, CA06.2000
Skills
- Adaptability under pressure
- Reliability and punctuality
- Teamwork and collaboration
- Communication skills
- Strong interpersonal skills
- Reliability and punctuality
- Problem-solving
- Organizational and time management skills
- Food safety
- Kitchen support
Certification
- Washington MAST Permit - expires 01/2030
- Washington State Food Worker Card
Interests
Languages
English
Native or Bilingual
Timeline
Food and Beverage Attendant
Shaker + Spear
08.2025 - Current
Assistant Front Office Manager
Intercontinental Hotel Seattle Bellevue
07.2024 - 08.2025
Front Desk Manager
Fairmont Olympic Hotel
08.2023 - 07.2024
Assistant Front Office Manager
Hyatt at Olive 8
09.2022 - 08.2023
Front Desk Supervisor
Crowne Plaza Seattle Airport
12.2019 - 09.2022
Assistant Front Office Manager
Hotel Indigo Los Angeles Downtown
09.2017 - 11.2019
High School Diploma -
Torrance High