Open to opportunities

Lottie Brown

@lottiebrown

Message

I deliver five-star guest experiences and operational leadership in hospitality and retail management.

United States

Message

What I'm looking for

I seek a hospitality or retail role where I can lead teams, deliver five-star guest experiences, and grow in a collaborative, fast-paced environment that values training, operational excellence, and customer satisfaction.

I am a hospitality and retail manager who delivers five-star guest experiences while leading teams and managing daily operations. I have coordinated front-desk and in-room dining workflows, handled high call volumes, and maintained accurate reporting using Opera PMS and Microsoft 365.

As a store manager, I oversaw a high-volume location, managed inventory, scheduling, training, and floor operations to meet and exceed performance indicators. I prioritize professionalism, confidentiality (including HIPAA-compliant handling of sensitive information), and timely service to improve efficiency and guest satisfaction.

Experience

Work history, roles, and key accomplishments

Guest Service Expert

The Ritz-Carlton

Jan 2025 - Aug 2025 (7 months)

Handled guest check-ins and requests via phone and in person, accurately recording information in Opera PMS and coordinating daily with Housekeeping, Accounting, and Engineering to resolve issues and maintain operations.

Opera PMS Cross Functional Communication Phone Support Confidentiality Reporting

Room Service Coordinator

Sea Island Resort

Aug 2024 - Nov 2024 (3 months)

Managed in-room dining orders and amenities, communicated VIP and private catering requests to IRD and partner teams, and maintained accurate billing and reporting using Opera PMS and Microsoft Office to support Forbes Five Star service standards.

In Room Dining Opera PMS Microsoft Office Order Management Billing

Store Manager

Joe & the Juice

Feb 2022 - Jul 2024 (2 years 5 months)

Oversaw daily operations and staffing at the company’s busiest Washington, DC location, managing inventory, scheduling, staff training, and frontline service to maintain food safety and customer satisfaction.

Operations Management Staff Training Inventory Control Scheduling Food Safety Customer Service Team Leadership

Call Center Agent

SPH Analytics

May 2020 - Feb 2022 (1 year 9 months)

Conducted 80+ daily survey calls, consistently met call quotas, recorded verbatim responses, and maintained HIPAA-compliant handling of sensitive information to ensure data accuracy and privacy.

Call Center Operations Phone Surveys HIPAA Data Entry Quality Assurance Quota Achievement