1. LATICIA LAKES
502 E. 127th
Street Cleveland, OH 44108 | laticialakes@gmail.com | 216-338-4214
SUMMARY Customer Service professional with over 10 years of experience and leadership skills.
Detailed oriented hard worker with the ability to thrive in a fast pace work environment.
SKILLS & ABILITIES  MS Word, Excel, Outlook and Power Point
 Excellent Verbal and WrittenCommunication Skills
 Complex Problem Solver
 Trainer
 Multi-tasking and organizational skills
 40 wpm typist
EXPERIENCE INTERCONTINENTAL HOTEL CLEVELAND, OH AUGUST 2011- APRIL 2016
FRONT OFFICE SUPERVISOR
- Managed 10-15 employees overseeing dailyoperations and assistin delegating
work.
- Resolve guestconcerns,complaints in continuous effortto provide superior guest
service.
- Managed supplyinventory and assisted with scheduling
- Improved departmenttraining scores by30%
- Successfullytrained and recruited new employees
- Coordinate and lead monthlydepartmentmeetings
- Write daily detailed reports logging work progress
FRONT OFFICE RECEPTIONIST JULY 2005- AUGUST 2011
- Provide information to guests in a 295 room hotel aboutpolicies,services,
amenities and provided information to guestaboutlocal area attractions.
- Posted charges to guestaccounts and processed payments,making corrections
when necessary.
- Listened and resolved guestcomplaints
- ReliefNightAuditor on weekends.
EDUCATION HOCKING COLLEGE, NELSONVILLE, OH 2002-2005
HOTEL MANAGEMENT AND CULINARY ARTS
- Dean’s listall three years with a 3.3 GPA
- Two associates degree
BEDFORD HIGH SCHOOL, BEDFORD HTS., OH 1999-2002
- High school diploma
ACHIEVEMENTS - Craft Training Certification,First Aid and CPR
- Who’s Who in Black Cleveland Honoree 7th
and 9th
Edition
- Ohio Hotel & Lodging Association Nominee for Supervisor ofthe year 2014

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REFERENCES MARIKA PEPLOWSKI, DIRECTOR OF FRONT OFFICE
INTERCONTINENTAL HOTEL
216-707-4115
marika.peplowski@ihg.com
ANDREW CASTRO, ASSISTANT FRONT OFFICE MANAGER
INTERCONTINENTAL HOTEL
216-707-4189
andrew.castro@ihg.com