Crystal Smith Kline
Las Vegas,NV
Summary
Dynamic leader with a demonstrated record of enhancing guest satisfaction and financial outcomes for diverse hotel brands. Proven ability to elevate service scores by up to 10% through effective team development and engagement strategies. Recognized for strategic planning expertise and operational optimization, resulting in improved employee morale and performance.
Overview
14
14
years of professional experience
Work History
Task Force Consultant
Peakstar Consulting
Fort Lauderdale, FL
04.2024 - Current
- Conducted comprehensive assessments and audits of hotel operations to identify strengths, weaknesses, and areas for improvement.
- Assisted hotel owners and managers in identifying and recruiting permanent employees for open roles.
- Led operations across housekeeping, front desk, food & beverage, sales, and engineering departments to enhance financial performance and guest satisfaction while maintaining brand standards.
- Assisted full-service operations at Moxy and DoubleTree, including two food and beverage outlets.
- Monitored and analyzed hotel brand satisfaction scores and guest feedback metrics, achieving a 7-10% monthly increase in service scores.
Task Force General Manager/Independent Contractor
Wenzell & Fisher Hospitality LLC
03.2021 - Current
- Create effective action plans with property hotel managers and follow through of those plans in the absence of a property hotel manager, act as property leader on-site
- Utilized skills to include P&L analyzing with commentaries, accounting reconciliation/payables, payroll processing as well as labor control
- Loyal Leader of the Year 2022
- Bourbon Orleans Hotel, LeMeridian Oakbrook, Four Points by Sheraton, are some of the full-service properties I have assisted
- Select service brands included TownePlace Suites, Residence Inn /Courtyard by Marriott as well as Fairfield Inn and Suites
General Manager
Sethi Management / Four Point by Sheraton Las Vegas
Las Vegas, NV
08.2019 - 03.2020
- Implemented a guest satisfaction program, allowing the hotel to improve Marriott GSS benchmark standards, with scores increased from 35.5 to 51.5 within the first 60 days on the property.
- Operated a select service property that included overseeing the restaurant and the overall operations of a revenue- and guest service-challenged property.
- Oversee the daily functions of all departments since onboarding, which included Sales, Maintenance, Housekeeping, and Front Desk operations, until department leaders were hired.
- Maximization of revenues via effective market saturation gaps, and successful business development with local markets and organizations.
- Recruited, interviewed and hired qualified staff for open positions.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
Assistant General Manager
Crestline Hotels& Resorts/ Hyatt Place
Las Vegas, NV
01.2017 - 08.2019
- Responsible for Human Resources: benefits, hiring, terminating, and orientations.
- Implemented a guest satisfaction program, allowing the hotel to improve standards, with scores of 7.9 over the benchmark in the first 30 days.
- Schedule and direct staff in daily work assignments to maximize productivity.
- Coordinated with the General Manager to develop and implement strategic plans.
- Facilitated communication between departments to ensure seamless operations.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
General Manager / Task Force General Manager
Pillar Hotels& Resorts
Palmdale, CA
01.2014 - 01.2017
- Analyzed the monthly P&L with a detailed critique.
- Created and established a training program to enhance employee knowledge of best practices, while effectively managing staff, and career development objectives.
- Forecasted daily, weekly, and monthly to accomplish budgeted revenue.
- Improved employee retention through the implementation of departmental training, employee recognition, and incentive programs that resulted in a turnover rate of 4.5%.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Administered employee discipline through verbal and written warnings.
Assistant General Manager
Lodging Dynamics/ TownePlace Suites
Henderson, NV
01.2012 - 01.2014
- Responsible for Human Resources: benefits, hiring, terminating, and orientations.
- Improved customer service ratings through ongoing, personalized customer service training for all staff and departments to elevate guest scores due to hotel renovation from 65% to 75% within one month.
- Overseeing the daily functions, and setting expectations for the engineering, housekeeping, food service, and front desk departments, and managing 22 employees.
- Oversaw payroll preparation and administration for staff.
- Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
Human Resources
Sage Hospitality/ Courtyard Denver Downtown
Denver, CO
01.2011 - 01.2012
- Post ads, conduct interviews, checked references, drug screens, and managed EEOC, I9 compliance
- Handled benefit changes and claims, payroll, and assisted with open enrollment
- Mediate with coaching and counseling
- Planned monthly employee rallies, coordinated Community Service participation and fundraising events for various causes that supports Sage's commitment to positively impacting the communities
Education
Human Resource Management - Human Resource Certification
C.S.N
Henderson, NV01.2004
Skills
- Fosse
- OnQ/PEP
- OPERA
- Lightspeed
- ADP/Timesaver
- Icims
- M3 Accounting
- Quore
- Birchstreet/IBuy
- Micros
References
Available upon request.
Timeline
Task Force Consultant
Peakstar Consulting
04.2024 - Current
Task Force General Manager/Independent Contractor
Wenzell & Fisher Hospitality LLC
03.2021 - Current
General Manager
Sethi Management / Four Point by Sheraton Las Vegas
08.2019 - 03.2020
Assistant General Manager
Crestline Hotels& Resorts/ Hyatt Place
01.2017 - 08.2019
General Manager / Task Force General Manager
Pillar Hotels& Resorts
01.2014 - 01.2017
Assistant General Manager
Lodging Dynamics/ TownePlace Suites
01.2012 - 01.2014
Human Resources
Sage Hospitality/ Courtyard Denver Downtown
01.2011 - 01.2012
Human Resource Management - Human Resource Certification
C.S.N
Similar Profiles
Samantha FernandezSamantha Fernandez
Food/Beverage Operations Task Force Manager at PeakStar Consultancy Services, RenaissanceFood/Beverage Operations Task Force Manager at PeakStar Consultancy Services, Renaissance
Ramanathan VenkatramanRamanathan Venkatraman
Test Manager at GDS Consulting Ernst & Young Global Consulting ServicesTest Manager at GDS Consulting Ernst & Young Global Consulting Services
PRAVEEN KUMARPRAVEEN KUMAR
Senior Technology Manager at Business Consulting and Solutions, RXG Business Consulting and SolutionsSenior Technology Manager at Business Consulting and Solutions, RXG Business Consulting and Solutions
Elizabeth ClayElizabeth Clay
First Grade Classroom Teacher at CCSD - Pittman, E.S.First Grade Classroom Teacher at CCSD - Pittman, E.S.
Carolyn LintonCarolyn Linton
Case Manager at Desert Hope Treatment CenterCase Manager at Desert Hope Treatment Center