Stephanie Lord Email & Phone Number

Boston, Ma, Us

Houston, Texas, United States

Katy, Texas, United States

The Woodlands, Texas, United States

Houston, Texas Area

Galveston, Texas

• Resolve guest complaints, problems or accidents that cannot be settled directly by team members• Follow up with guests to ensure guest satisfaction• Training, motivating, coaching, counseling, and disciplining all Guest Services employees• Provide support for skills development• Maintain a working relationship and promote open lines of communication with managers, employees and other departments• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis as well as simple programming• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements• Maximize room revenue and occupancy by reviewing status daily• Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.• Created a training manual and program for the Front Desk and worked closely with Front Desk Management to ensure staff was proficient in front desk operations

Spring, Texas

• Team training and coaching• Worked with the Store Manager, Training Store Manager and Loss Prevention Manager to learn the role of a Store Manager• Helped fix the customer service scores, inventory reports, pharmacy customer service scores and employee productivity rate• Scheduling

Providence, Rhode Island Area

• Accommodated requests and needs of guests as well as solve issues • Welcomed guests to the hotel, exceeding customer service expectations and creating a professional, yet friendly environment during all stages of their reservation (from the planning, to the actual check in and out , through to any questions or concerns after their stay)• Cross trained in other departments such as Reservations & Revenue Management, Housekeeping, Accounting, and Sales• Blocked rooms ensuring allocation, according to guest expectations, utilizing guest history and communicate with all related departments to create awareness of any special requests• Created a training manual and program for the Front Desk and worked closely with Front Desk Management to ensure staff was proficient in front desk operations• Coordinated with the Sales team and was able to help them acquire new (corporate, business, volume, or group) accounts with transient guests • Assist the management team with ensuring guest satisfaction before. during and after a complete renovation of the entire hotel

• Answered a mulit-lined phone system and attended to clients during their time with the firm • Entered data into PC law to bill clients and to start new files/cases• Produced various spreadsheets using Microsoft Excel for data entry

• Utilized Quickbooks Pro to create invoices and bills, and managed accounts payable and receivable• Generated customer and vendor balance and transaction reports; expense and income reports; and profit and loss reports• Conducted a full forensic audit of company files• Reorganized and filed all current and past documents• Designed spreadsheets using Microsoft Excel for various areas of data entry, to organize the forensic audit• Formulated letters and emails to clients and vendors

Warwick, Ri

Wakefield, Ri

Wakefield, Rhode Island

Narragansett, Rhode Island

Education record

Associate Of Science - As, Business Administration And Management, General

High School

Activities and Societies: Cross Country Captain, Indoor (Captain)/Outdoor Track and Field

Texas Hotel Lodging Association Short Course