Lorraine Marugg

Managed tour desk operations across multiple hotel locations, selling tours for Amstar and improving day-to-day guest service. Oversaw financial status for both companies and led scheduling and operations for 20 staff, including payroll support and department training.

Managed front office and reservations operations, supporting the desk, bell stand, PBX, and kids camp with a team of 20 employees. Handled finance, forecast, budgeting, sales, and payroll while resolving guest issues and driving revenue through upselling hotel products.

Led the reservations team by training staff, developing team leaders, and meeting sales targets. Managed guest issues and owned finance, forecasting, budgeting, payroll, and scheduling while presenting meetings and providing ongoing training.

Managed rooms operations by supporting the front desk and bell stand while training and developing teams and resolving guest issues. Owned finance, forecast, budgeting, payroll, and scheduling, and led meetings and presentations; earned recognition including Brand Standard Audit excellence (100%).

Supported pre-opening activities and organized meetings and special events for core clients, including on-site presence during meetings. Created BEOs (event contracts), controlled setups through site inspections, and managed forecasting and budgeting.

Managed weddings end-to-end as the first point of contact for couples, handling email communication, vendor coordination, payment tracking, and on-site event presence. Owned budgets and marketing activities, updated website/pricing and breakdowns, trained staff, prepared schedules, and created promotions and flyers for revenue growth.

Coordinated group sales and reservations by managing bookings, handling special room requests, and serving as the contact person for groups. Provided front-desk support during busy periods, followed up with VIPs, and contributed to meetings and email communications.

Activities and societies: Coursework included marketing & sales, accounting, HR, strategic planning, research, operations, and F&B.

Completed a bachelor degree in International Hospitality management with studies including marketing & sales, accounting, human resources, planning, innovations, strategic planning, research, operations, and F&B.

Earned an MAVO diploma at Albert Schweitzer in Curaçao.

Activities and societies: Included project planning, time management, public speaking, protocol & etiquette, labor law, business plan creation, vision/mission, QuickBooks, and leadership essential skills.

Completed professional wedding planner training covering project planning, time management, public speaking, protocol and etiquette, and related business planning topics.