Mackenzie Lilly
Myrtle Beach,WI
Summary
Experienced with project coordination, team leadership, and resource management. Utilizes strategic planning and effective communication to drive project success. Track record of enhancing team performance and optimizing workflows.
Overview
7
7
years of professional experience
Work History
PM Supervisor
Beach Cove Resort
09.2024 - Current
- Led cross-functional teams to successful project completion, fostering collaboration and open communication.
- Managed multiple projects concurrently, ensuring timely delivery and adherence to budget constraints.
- Established strong working relationships with vendors, negotiating favorable contract terms while minimizing costs for client organizations.
- Conducted post-project evaluations to assess overall success and identify areas of improvement for future endeavors.
- Analyzed project performance data to identify areas of improvement.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Maintained open communication by presenting regular updates on project status to customers.
Rooms Controller
Sheraton Broadway Resort
04.2022 - 08.2024
- Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.
- Provided backup support during peak times by assisting front desk operations such as answering phones, processing reservations, or addressing walk-in inquiries.
- Upheld strict data privacy standards when handling sensitive guest information during the reservation process or billing inquiries.
- Assisted revenue management in identifying high-demand periods, adjusting pricing strategies accordingly for maximum profitability.
Hotel Front Desk Clerk
Dayton House Resort
04.2021 - 05.2022
- Answered phone calls and in-person inquiries.Processed guests' check ins and outs while providing excellent customer service.Handled and resolved customer complaints and/or issues.Improved front-desk efficiencies while providing positive customer service.
Cashier
Food Lion
05.2018 - 10.2021
- Welcoming customers, answering their questions, helping them locate items, and providing advice or recommendations. Operating scanners, scales, cash registers, and other electronics. ... Accepting payments, ensuring all prices and quantities are accurate and proving a receipt to every customer.
Customer Service Associate
Foodlion
07.2019 - 04.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
Customer Service Manager (CSM)
Food Lion
06.2018 - 03.2021
- I am capable of accepting checks and credit cards, counting cash , implementing accounting procedures, handling payment returns, and preparing regular sales reports, making deposits to be sent to bank.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
High school or equivalent -
Myrtle Beach, SCSkills
- Customer Service (7 years)
- Leadership Experience (5 years)
- Auditing (2 years)
- Management Experience (3 years)
- Supervising Experience (3 years)
Assessments
- Basic computer skills — Proficient
- July 2024
- Performing basic computer operations and troubleshooting common problems
- Full results: Proficient
- Customer focus & orientation — Proficient
- June 2021
- Responding to customer situations with sensitivity
- Front desk agent (hotel) — Proficient
- April 2024
- Selecting hotel rooms based on requests and identifying errors in hotel data
- Filing & organization — Proficient
- Arranging and managing information or materials using a set of rules
- Customer service — Proficient
- June 2020
- Identifying and resolving common customer issues
- Written communication — Proficient
- Best practices for writing, including grammar, style, clarity, and brevity
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Can work overnight shifts
Timeline
PM Supervisor
Beach Cove Resort
09.2024 - Current
Rooms Controller
Sheraton Broadway Resort
04.2022 - 08.2024
Hotel Front Desk Clerk
Dayton House Resort
04.2021 - 05.2022
Customer Service Associate
Foodlion
07.2019 - 04.2021
Customer Service Manager (CSM)
Food Lion
06.2018 - 03.2021
Cashier
Food Lion
05.2018 - 10.2021
High school or equivalent -
Similar Profiles
Aishante LivingstonAishante Livingston
Detention Officer at City of North Myrtle BeachDetention Officer at City of North Myrtle Beach
Lucille TenoreLucille Tenore
Lifeguard at Admirals Cove Beach ClubLifeguard at Admirals Cove Beach Club
CHRISTINE WILDECHRISTINE WILDE
Bar Manager at Stillwater Cove Beach HouseBar Manager at Stillwater Cove Beach House
MARCO MENTIONMARCO MENTION
Technical Support Supervisor at Horry County School DistrictTechnical Support Supervisor at Horry County School District
Keith CooperKeith Cooper
Product Owner at Bayer Crop ScienceProduct Owner at Bayer Crop Science