Caitlin Lorenz Email & Phone Number

Pueblo, Colorado Area

Seattle, Wa

• Acting department head of Room Service, Stewarding and Pool departments including the oversight of 35 employees year round, 45 employees during summer months• Increase in customer satisfaction score from 68.7% to 86.5% and increase in secret shopper report from 64% to 84% through effective employee training• Responsible for the development and training of 2 Manager's in Training and 1 Supervisor• Manage F&B divisional china, glass and silverware inventories including annual inventory counts• Complete purchase orders for restocking of cleaning and dish washing supplies, F&B equipment needs, and Room Service equipment needs• Daily operational management• Cross trained in all F&B departments to assist with any management needs• Maintain employee records including disciplinary processes and performance reviews• Designed Coffee Concierge Program for daily delivery of complimentary coffee to all guests• Completed "Dynamic Leadership Program" training for senior management team

Kailua Kona, Hawaii

• Effectively led team of 30 employees year round; 55 employees during peak season• Achieved department goals of high scores and reviews in customer satisfaction and secret shopper reports • Concept development for new products; super cabana, FF&E, amenities, food and beverage• Developed relationships with Home Owners, Residential and Hotel guests; handled any glitches in service or product delivery• Oversight of daily operations of four different pools including one activities pool, one quiet pool, one adult pool with swim up bar and one snorkeling pond• Managed departmental monthly budget ($2,500-$4,000) and yearly budget ($50,000) • Prepared and processed pay roll reports for paymaster• Interviewed and hired new employees• Maintained employee records, including disciplinary processes, probationary reviews and annual reviews• Contributed to the development and training of three Manager's in Training, replacement Assistant Manager, and replacement Department head, three supervisors• Responsible for maintaining labor standards, scheduling to budget and forecast, forecasting revenues and preparing labor reports• Establish and maintain relationships with outside vendors• In Room Dining Manager in absence of IRD manager

Kailua Kona, Hawaii

Pool and Beach MIT• Supervisor, daily oversight of pool operations including opening or closing of the pools• Responsible for development of strong team morale through strong communication, team building exercises, training and rewarding employees, and leading committee dedicated to improving staff morale• Trained servers on standardsRoom Service MIT July 2012-March 2013• Trained in all aspects of room service department including coordinator, server, amenity server, and supervisor• Planned and executed private "Romantic Dinners on the Beach" and "Family Dinners on the Beach"• Organized large group amenity drops• Completed STEPS manager training program

Denver, Colorado

• Knoebel Events is an event center operated by the Fritz Knoebel School of Hospitality Management at the University of Denver. Ranging from meetings, weddings, University events, and parties, all events are managed and staffed by mostly Hospitality Students. • With with co-workers to provide all guests with a memorable and fun experience.

Loveland, Colorado

• Completed University required Internship as Dining Room Lead• Revised and updated Training Manuals for Server, Busser, Cashier and Host positions • Obtained liquor license for the establishment • Assisted in management of a food price comparison budget used to weekly update food inventory sheet • Weekly reports on staff performance; oversaw bussers and cashiers performance on a daily basis • Managed daily staff breaks and schedule

Loveland, Colorado

• Rotated between all three positions • Trained new bussers• Handled daily cash flow as cashier and distributed server's tips

University Of Denver

• Established ongoing programs designed for an inclusive and welcoming environment for all incoming first year students• Supported and encouraged student growth through individual mentoring• Provided students with campus resources and assisted with conflict management, personal development, and social justice issues

University Of Denver

• Maintained security and control within Resident Hall lobby areas; maintained access for over 600 rooms and confidential student records and information including sorting through all mail and packages• Provided information, equipment and customer service to all residents during any hour of the day

Aspen, Colorado

• Completed summer internship• Promoted to bartender within first month of employment• Assisted with alcohol inventory of all wine, liquor and beer• Executed five star five diamond service standards for each guest• Assisted with off-site parties and events• Worked with sommeliers to provide excellent wine service at all events

Bachelor Of Science In Business Administration, Hospitality Management With Spanish Minor

Activities and Societies: Alpha Lambda Delta Honors Society, Residence Hall Association, Undergraduate Student Government, Leadership Team.

Education record

Activities and Societies: IFSA Butler StudentStudied abroad with one of Lima's private universities and took 5 courses in Spanish.