Jacquelyn Lee Email & Phone Number

Portland, Or, Us

Portland, Oregon, United States

• Managed the Family Placement department at Ronald McDonald House Charities, overseeing guest room reservations and implementing streamlined policies for the family registry system.• Developed high-quality service solutions for families and hospital partners through policy, process, and technology enhancements.• Ensured efficient operations and exceptional service delivery to support families in need.

Portland, Oregon, United States

• Led system level improvements and introduced changes to department processes to support the Family Placement Team.• Managed the Family Registry Software to ensure seamless service to families and hospital partners.• Provided day-to-day support to the Family Placement team, including technical assistance and fill-in support.

Portland, Oregon Metropolitan Area

● Managed a 40 person staffing model for a 24/7, 365 day a year operation.● Watched changes to OHA, CDC and OHSU guidelines on covid protocols and visitor restrictions in hospitals and updated internal policies accordingly in order to remain in compliance. ● Trained and Oriented 35+ National Guard Members to work in the department for a 3-month deployment twice in the span of 8 months. ● Recruited and hired a manager, supervisor and 10 frontline staff and 2 student workers within a time frame of 4 months.● Progressed the development of the department by implementing epic usage in order to create more efficiency and accuracy in screening visitors.● Worked closely with patient relations and nursing leadership in order to ensure patients and visitors have a welcome and safe experience.● Often working the frontline and screening patients/visitors myself. Daily customer service interactions in person and over the phone with upset visitors and patients due to the strict visitor guidelines.

Portland, Oregon Metropolitan Area

● Responsible for staffing 8 entrances of OHSU with screeners who upheld OHSU’s Covid-19 Visitor Policy by symptom screening and tracking visitors/vendors.● Managed 20 direct reports.● Monitored ongoing changes to OHA and CDC guidelines and maintained internal policies accordingly.● Responsible for OSHA, CDC, and DNV compliance along with any unannounced visits or audits from these agencies.● In charge of the communication updates to the team by rounding in person to the checkpoints and a weekly update email. ● Worked with staff on de-escalation techniques and customer service in order to ensure all patient and visitors of OHSU have a positive experience while they are on campus.● Experience in using translation services via vocera and ipad in order to communicate with patients and visitors. ● Worked on project management tasks such as creating new policies and procedures for the department and improving our onboarding and training process in order to improve employee job satisfaction. ● Created new hire onboarding procedures, checklists and training material.● Created Lead worker guides on how to open and close shifts.● Created Lead standard work and competency checklists.

Portland, Oregon Area

Overseeing day shift Environmental Services cleaning in all Periop Areas of OHSU, consisting of 56 Operating rooms in total. Assisting with daily operations of the entire EVS department while managing a team of 30 people, hiring, training, scheduling, timekeeping and leadership reporting. • In charge of training staff on new procedures, encouraged continued learning to ensure staff continues to grow and become promoted to higher positions. Have had 6 employees in 2018 get promoted while under my supervision. • Conducted bi-annual reviews for all staff.• Responsible for all emergent events in EVS such as pest control, infection control, and urgent construction cleaning.• Full knowledge of Kronos Timekeeping, Epic, OutMatch, Oracle.

Greater Seattle Area

• Overseeing daily housekeeping and in room honor bar operations at a 125 room hotel including managing a team of 24 people, hiring, training, scheduling, inventory, administration reports and guest relations.• Consistently in the top 15 out of 54 Kimpton Hotels in guest satisfaction of room and bathroom cleanliness.• Followed the hotel budget and forecasting structure each month. Worked on yearly budget with GM in order to keep spending in check. • In charge of monthly expense reports, inventory, employee incentives, invoices, payroll, accounting and ordering for all back of house supplies. • In charge of training staff on new procedures, encouraging continued learning to ensure staff continues to grow and become promoted to higher positions.• Responded quickly to all lost and found requests from guests, dealing with investigations, shipping and follow up. • Conducted annual reviews to each person on my team one on one. Ensured everyone took the annual employee opinion survey.• Quick to respond to work emergencies, power outages, water shut off, bed bug complaints, linen delivery and guest issues. • Full knowledge of PeopleSoft, JDE, Epitome, HotSos, Guru, Synxis, Opera, Voiceagent and Webvu.

Seattle Wa

• Currently #3 out of 99 hotels in Seattle on Tripadvisor • In charge of front office operations including front desk, valet and room service• Overseeing daily operations at a 125 room hotel including managing a team of 20 people, hiring, training, scheduling, inventory, administration reports and guest relations.• Over the course of 9 months brought the hotels trip advisor spot from #14 to a steady climb to its current rank of #6. • From April 2015 to Present the hotel has been #1 out of 7 Kimpton Hotels in the PNW region Kimpton Hotels for customer satisfaction scores. • In charge of monthly expense reports, employee incentives, invoices, payroll and ordering for all front of house supplies. • In charge of training staff on new procedures, encouraging continued learning to ensure staff continues to grow and become promoted to higher positions. • Full knowledge of JDE, Epitome, HotSos, Guru, Synxis, Opera, Voiceagent and Webvu.

Portland, Oregon Area

Currently #1 on Tripadvisor for best hotel in Portland. • Contributed to keeping RiverPlace Hotel in the top 3 of all Kimpton hotels with guest satisfaction surveys for 2013. Winner three years of the Tripadvisor travelers choice award. In charge of personalizing guest reservations and handling requests.• In charge of daily operations at the 84 room hotel including training, scheduling staff, inventory, administration reports and focusing on guest relations.• Experienced in conflict resolution with guests, able to think outside the box to accommodate any guest needs. • Implemented creative employee incentive programs to drive revenue and employee morale.• Experienced with coaching front desk employees with performance reviews, also providing employee discipline when needed. • Full knowledge of PMS, GuestWare, VoiceAgent, Synxis and Opera systems. • Promoted to manager on duty after eight months, promoted a year later to front office supervisor. • Member of the Kimpton Cares, Kimpton Women’s Group, and Safety Committee. • Completed the RiverPlace Hotel Management in Training Program September 2013Employee of the Month October 2013Winner of the 4Q Guest Amenity Photo Contest December 2013Winner of the Kimpton Hotels Membership Program Amenity Contest February 2014

Assisted in teaching college students food science specifically baking and standard cooking techniques.

Syracuse, New York

Teaching Assistant for Beer and Wine Appreciation. Pouring East Coast Breweries, Local Wineries and international wine.

Bachelor Of Science, Hospitality Management And Food Service

Activities and Societies: Syracuse University Womens Varsity Rowing Team Member 2007-2011

High School Diploma, Ceramics; Sculpture

Activities and Societies: National Honor Society Treasurer 2007 Team Captain Cross Country Nordic Ski Team 2004-2007