Lannie Thompson: in Commerce City, CO

Responsible for hiring all front desk, and breakfast attendants, for new-build Hampton Inn near Denver International Airport. I completed management training with OnQ certification. Hired months before opening with responsibility to ownership to recruit, train and certify new-hire associates, purchasing, set-up, banking, and daily reporting.

Responsible for all aspects of managing new 102-room boutique hotel on the Riverwalk. Duties included oversight of front desk, bell staff, sales, housekeeping, maintenance, and food and beverage team members. Developed new-hire training in best practices and over-delivery of service for the concierge team. Maintained Brand standards and responded to every guest compliment/concern/issue through IHG Corporate website and followed up locally. Acted as Manager on Duty on weekly rotatation. Participated in daily/weekly management meetings. Aggressively interacted with local community to sponsor events and increase visibility in the market. Hotel Indigo, Franchise Sales &Development Executive Assistant to Regional Director, Denver, CO Responsible for day-to-day operations of Director's Regional Office for Hotel Indigo. Worked with hotel developers, architects, brand development, and franchisees for industry's first branded-boutique hotel. Duties include work flow, office organization, travel arrangements, conference calls, relationship building, and attending conferences and trade shows.

Responsibilities include all aspects of front-line customer service. Position requires appropriate customer contact, inventory management, pricing, stock rotation, cash/credit handling, problem resolution, discretion, and use of all store-specific equipment (ConsignPro, ChargeX), computer programs (Outlook, Excel, QuickBooks). Responsible for season-appropriate window/store displays. Planned store promotions and special. Determined preferred vendor product placement. Developed a store mailing list, referral program, and customer loyalty plan.

Guest Services Manager, Fairfield, CA GM responsibilities included all guest and employee safety, security and all areas of guest service of 142-room hotel and restaurant. Oversight of all hotel departments including reservations, front office, bell desk, security, maintenance, housekeeping, and sales & catering. Responsibilities also included human resources, new-hire/termination decisions, training, accounting and payroll. Initiated an improved sales and marketing plan and increased revenue by 125% by year- end. Completed timely property/room renovations while maintaining compliance with brand standards. Developed an approved quality control plan and successfully repositioned hotel standing in the brand geo-group. GSM duties were to increase and maintain guest service scores by enhancing customer satisfaction. Motivating and developing guest service representatives, bell staff, restaurant servers and security personnel accomplished this in just four months. Successfully upgraded frequent guest program amenities resulting in higher service scores, increased revenue and owner satisfaction. Introduced employee standards training and completed brand requirements. Introduced Front Office accountability program allowing more efficient time utilization and fewer errors in guest folios.

DOS position required opening of this all-suite property in May 1999. Created the sales and marketing plan from pre-sale forward. Key person responsible for making revenue management decisions. Involved with the hotel's first web site and maintained room inventory for web partners. Developed and responded to all corporate Requests for Proposals, set and exceeded first year revenue goals, identified and maintained our core business accounts. Actively solicited new inbound leisure business. Responsible for the creation, roll out and maintenance of property-specific frequent guest program called "Suite Rewards".

Pittsburgh, PA USAirways Club Rep duties included performing wide variety of airline-related customer service functions. Position required international & domestic ticketing, gate and baggage service functions. Served as Club Supervisor on rotating PM shifts. Sold USAirways Club memberships, tickets, conference rooms, upgrades, etc. to meet strategic revenue goals. Maintenance of Club and bar facilities. Performed check-in, seat assignments, announcements, reservations, future itinerary planning, ticketing, daily sales reports, and liquor inventory. Duties often included complex problem solving to maintain customer loyalty and public relations. Position required skilled use of discretion and company policy to pay delayed/damaged/lost baggage claims while in Central Baggage Service. Used diplomacy in dealing with VIP's, Government, First-Class travelers and Club members.