Sheereen Lautzenheiser

Experience

• 

  Tijuana Flats Tex-Mex

  Mar 2010 - Jul 2014

  Server
• 

  Firebirds Wood Fired Grill

  Jul 2014 - Apr 2016

  • Lead Bartender

    May 2015 - Apr 2016

  • Certified Trainer

    Jan 2015 - Apr 2016

  • Bartender

    Mar 2015 - May 2015

  • Server

    Jul 2014 - Mar 2015
• 

  Hilton Grand Vacations

  Apr 2016 - now

  - Conduct classes to teach principles, techniques, or methods on topics such as Leadership Conversations, Powerful Pre-Shifts, On-The-Job (OJT) Training Certification, Emotional Intelligence, Service & Hospitality Training (Inspired Hospitality), New Leader Transitions (NLT), Professional Development Planning (PDP), Presentation Skills, Vulnerable Delegation, Change Management, Personal Accountability & Accountability for Leaders.- Plan and conduct new employee orientation to foster positive attitudes toward organizational objectives.- Adapt teaching methods and instructional materials to meet varying needs, abilities, and interests of learners.- Formulate and implement training programs, applying principles of learning and individual differences.- Maintain accurate and complete Team Member records through management of organization's LMS system.- Observe Team Members to determine qualifications, limitations, abilities, interests, and other individual characteristics.- Use computers, mobile devices, audio-visual aids, and other equipment and materials to supplement presentations and trainings.- Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides learners with opportunities to observe, question, and investigate.- Meet with leaders to discuss the needs and progress of their teams or individuals.- Observe and evaluate the performance of other facilitators. - Prepare Team Members for later developmental experiences by encouraging them to explore learning opportunities and to persevere with challenging tasks.- Initiate, facilitate, and moderate classroom discussions.- Plan, evaluate, and revise curricula, course content, and course materials and methods of instruction.- Analyze training needs to design employee development, team training, and leadership programs.- Conduct follow-up interviews with counselees to determine if their needs have been met. Show less - Maintain complete knowledge at all times of all hotel features/services, hours of operation, all room types, numbers, layout, décor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, scheduled in-house group activities, locations and times, all hotel and departmental policies and procedures.- Complete the blocking of rooms for all Special Attention and VIP guests, according to established procedures- Coordinate and communicate efforts with Housekeeping and Engineering.- Process all reservation requests, changes and cancellations received via email or phone.- Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits. Show less - Responsible to respond to guests needs, inquiries, requests, comments, emails and complaints in a timely and professional manner. - Access guest history records to best service guests; maintain accurate information in guest history files.- Ensure a swift check-in and check-out experience.- Be educated on all technology related to the arrival and departure experience.- Resolve all possible guest issues by owning complaints, finding solutions, and ensuring the guest issues are resolved in a timely manner.- Be knowledgeable and able to answer all guest questions.- Have intimate knowledge of the day-to-day events, activities, and specials across resort bars, restaurant, and event spaces, with a goal of making personalized recommendations and reservations for our guests. Show less

  • Sr. Specialist Learning & Development

    Apr 2023 - now

  • Learning & Development Specialist

    Aug 2018 - Apr 2023

  • Rooms Coordinator

    Oct 2016 - Aug 2018

  • Guest Services Specialist

    Apr 2016 - Oct 2016