Lorna Lee

Bilingual (English/Spanish) front office and hospitality professional with experience in luxury and select-service hotels, specializing in front desk operations, guest services, reservations, and front office management. Proficient in OPERA PMS and FOSSE (Marriott PMS). Recognized for high guest satisfaction scores, strong service recovery, and consistent performance in fast-paced, high-volume front office environments.

Front Desk Agent at The Hoxton Hotel (2026-05 – Present)

• Deliver personalized guest service in a high-volume boutique hotel environment, managing check-in/check-out, reservations, billing, payments, and special requests.
• Achieved recognition for exceptional guest interactions, contributing to improved hotel ratings through consistent service excellence and positive guest feedback.
• Earned the highest volume of named guest reviews within the quarter, reflecting strong guest satisfaction and service performance.
• Address guest needs in real time, partnering across departments — housekeeping, engineering, and beyond — to ensure a seamless stay experience.
• Promote hotel amenities, experiences, and services while identifying upselling opportunities to enhance guest experience and revenue.
• Maintain brand standards, safety procedures, and operational accuracy while supporting daily front desk and front office operations.

Dual Front Desk Agent (FOSSE) at Courtyard by Marriott (Marriott Franchise) (2025-02 – 2026-05)

• Executed high-volume check-in/check-out operations, reservations, billing, and room assignments across a fast-paced franchise property.
• Utilized FOSSE PMS daily to manage guest accounts, folios, and room inventory with accuracy.
• Partnered with housekeeping and maintenance teams to ensure rooms met brand readiness standards.
• Addressed guest inquiries and service issues promptly, maintaining high satisfaction in a dual-property, high-turnover environment.

Help Desk Administrator at UCLA Health (2025-01 – 2025-12)

• Provided Tier 1 and Tier 2 technical support remotely to residents and students.
• Supported Windows, macOS, iOS, Android, and ChromeOS devices and applications.
• Maintained HIPAA compliance across all support interactions and documentation.
• Documented support requests and resolutions using ticketing systems.

Field Technician & Administrative Support at LA County Elections (2021-09 – 2024-11)

• Provided Tier 1 technical support for election operations and equipment.
• Configured devices and troubleshot hardware and software issues on-site.
• Maintained accurate documentation of support activities.
• Supported day-of election operations and administrative functions.

Bachelor of Arts in Marketing – Wilberforce University