Ms. Dooley

Shannon Dooley

Operations Manager - Quality Assurance Practice

LRA Worldwide

Serving as an Operations Manager in LRA Worldwide’s Quality Assurance practice, Shannon specializes in LRA's foodservice, gaming, and boutique clients. Over the past six years, Ms. Dooley spearheaded the development and implementation of customized, experience-driven evaluations for a variety of clients, including Hard Rock Hotels & Resorts, FLIK International, The Kessler Collection, and the San Diego Zoo. In addition, she played integral roles on the project teams for Marriott International, Delaware North Companies, The Cosmopolitan of Las Vegas, and Station Casinos.

Ms. Dooley joined LRA in 2005 as a Consultant handling clients in both Quality Assurance and Consulting Services. In her role, she processed and analyzed customer loyalty research for clients in a variety of sectors, including hospitality, aviation, entertainment, and sports. Ms. Dooley redesigned and coordinated in-field training for the handling of survey data for the hotels of Denali National Park, a member of ARAMARK Harrison Lodging. As a Senior Consultant, she was responsible for the day to day operations of custom service accounts, most notably with Hilton Hotels, as well as several other gaming and hotel management clients.

Prior to joining LRA, Ms. Dooley spent several years with the Walt Disney Company as a Guest Services Manager for Disney’s Yacht & Beach Club Resort and Disney's Beach Club Villas. There, she cultivated her knowledge of 4-Diamond hotel management as well as convention, vacation ownership, and cruise line market segments. During her tenure, Ms. Dooley was selected to independently develop and implement a pilot lobby concierge program to enhance the overall guest experience. In addition, she was appointed as a resort liaison for the launch of Disney’s “Magical Gatherings” program, developing a SIEBEL-based training manual to aide in resort-wide staff training. Under her leadership, both the lobby concierge program and training manuals became permanent fixtures at all 21 Walt Disney World Resorts.

Ms. Dooley is a graduate of Duke University and is currently pursuing her MBA at Villanova University.

Ms. Dooley can be contacted at 215-449-0349 or Shannon.Dooley@lraworldwide.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.