Hotel Operations - All departments

LISA RACHEL SMITHERS

***** ********* ***** *** *****, NV 89141

323-***-**** **************@*****.***

Hospitality & Operations Professional

Team Development & Leadership Innovative Branding Project Management & Controls Solutions-oriented Hospitality Professional with a proven track record in Compliance, Risk Management, and Quality Assurance. Develops and implements strategies to reduce risk, strengthen customer relationships, and drive guest loyalty.

Combines comprehensive business acumen with relationship development & management expertise, marketing & communication talents, and commitment to successful operations. Thrives in fast paced and high-pressure environments, maintaining vision, clarity, and composure through high-stress events.

QUALIFICATIONS & DISTINCTIONS

— Business Analysis & Strategy

— Superior Customer Management

— Team Development & Leadership

— Opportunity Identification

— Relationship Management

— Cross-Functional Collaborations

— Maximized Resource Utilization

— Budget Management

— Business & Revenue Growth

— Sound Issue Resolution

PROFESSIONAL HISTORY

2017 to 2020: Mandarin Oriental, Las Vegas, NV –

August 31st 2018 became Waldorf Astoria, Las Vegas Assistant Director of Housekeeping

Foster a positive environment by supporting a team of 125 including room attendants, house persons, runners, turn down attendants and laundry colleagues in this 389 room, AAA Five-Diamond luxury Hotel.

Create positive, memorable guest experiences by timely responding and resolving all guest complaints while acknowledging all compliments through traditional submissions and social media reviews.

Encourage individual employee and team success by implementing initiatives to promote superior services, including social media acknowledgements, rewards and positive verbal reinforcement.

Train the team on Forbes Standards

Focused on productivity and purchasing to achieve budget goals. 2014 to 2016: Inn at Perry Cabin by Belmond, St. Michaels, MD – Director of Operations

Drive strategic business expansion efforts and critical customer support for a 78-room, AAA Four star boutique hotel with a full-service restaurant and $5M in annual revenues supported by 110 employees.

Instrumental in maximizing operations success by developing and implementing extensive training campaigns to ensure superior guest services in accordance with world-class luxury standards to grow a seasonal operation with an average 60% annual occupancy rate.

Manage all staff relations, front desk operations, housekeeping efforts, guest services, activities and spa operations to present a unified, cohesive team for a pleasant and safe work environment.

Serve on the Executive Committee, ensuring all accountabilities throughout the various operations are properly executed during the General Manager’s absence. LISA RACHEL SMITHERS Page 2

10636 Allegrini Drive Las Vegas, NV 89141

323-***-**** **************@*****.***

2013 to 2014: Café Rockenwagner, Brentwood, CA –

General Manager

Delivered operations oversight and team leadership for a 66-seat full-service restaurant as part of the pre-opening and opening team.

Contributed business acumen, luxury industry experience and superior guest accommodations expertise to select appropriate and distinctive cutlery, placements and service pieces, while developing comprehensive training programs to certify all new hires.

Expanded business and revenue opportunities by creating a “room service” program to deliver service to surrounding condominiums and area residents.

2011 to 2013: Marina del Rey Hotel, Marina del Rey, CA – Acting General Manager

Successfully managed and grew a comprehensive room service program for a AAA Three-Diamond hotel with 156 guest rooms and a support team of 100+ top-performing staff members.

Consistently executed world-class room service operations, expanding operations to boats moored throughout the marina to facilitate positive public and guest relations while capturing new revenue opportunities.

2006 to 2011: Peninsula Beverly Hills Hotel, Beverly Hills, CA – Director of Housekeeping

Recognized for expertise and commitment to success with promotion throughout the hotel ranks within 6 months of hire for this AAA Five-Diamond boutique luxury hotel with 194 guest rooms and suites.

Earned and maintained a consistent score of 93% for cleanliness as scored by the “Richey Report.”

Led a team of 110 staff members through hands-on direction over laundry facilities, housekeeping operations, hiring and training all staff, and ensuring superior cleanliness throughout all rooms, restaurants and kitchens.

— Directly managed an external vendor for overnight cleaning throughout the hotel’s general areas.

Early Career:

Guest Services Manager: Omni Los Angeles Hotel, Los Angeles, CA Distinguished for Success with Manager of the Year Award Restaurant Manager, Banquet & Wedding Coordinator: Careys Manor Hotel, New Forest, England EDUCATION & PROFESSIONAL DEVELOPMENT

Certification, International Food and Hospitality Management Bournemouth University, England Professional Development:

Management Development I, II & III

PDP Program in Collaboration with Cornell University and Nanyang University (Singapore).

- Training included Hospitality Innovation, E-Commerce and Essentials of Hospitality Management Leadership Program in collaboration with the Mt Eliza Melbourne Business School 4D Sales Workshops, The Art of Negotiation and “What’s My Communication Style?” Mandarin Oriental program “Train the trainer” including extensive Forbes standards training. Technologies:

Hotel PMSystems, including Opera, LMS, SpaSoft, Micros, HOTsos, REX, ONQ, Kipsu and Epitome

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