Felicia Kee
Summary
Dynamic driven hotelier with over 30 years of hands-on experience in revenue management, budgeting, employee development, sales, customer service and hotel management. Extensive experience with brands like Hilton, Marriott, IHG, Choice, Best Western, Hyatt, and independent brands. Through thoughtful leadership, I have mentored new talent, trained all levels of staff, and closed deals with top- tier third parties, and major brands. Have a reputation for getting the job done with a ‘can-do’ attitude. I do not have the words "give up" in my life.
Overview
29
29
years of professional experience
Work History
Task Force Consultant
Carver Hotel Group
Fort Worth
10.2023 - Current
- Assist owners with distress properties, help drive revenue and build structure
- Develop new SOPs, HR procedures & policies
- Help GMs mentor & coach team, help sales acquire new leads
- P&L analysis, budgeting, forecasting
- Assist F&B operations & sales, develop new menus for food & beverages
- Introduced a staff incentive program, leading to a 25% decrease in staff turnover rates
- Reduced food costs by 20% by renegotiating vendor contracts and implementing waste reduction strategies
Food and Beverage Manager/Assistant GM/ Lounge
Sky Harbor International Airport Lounge
Phoenix
08.2024 - 02.2025
- Supervised and managed the daily operations of the food and beverage department, including staff scheduling, inventory control, cost management, menu planning and customer service.
- Developed and implemented standard operating procedures for all restaurant operations to ensure compliance with health regulations and quality standards.
- Analyzed sales data from POS systems on a weekly basis in order to track progress against budget targets.
- Facilitated communication between departments to ensure seamless operations.
Dual Hotel General Manager
Esperanto Developments
Albuquerque
07.2012 - 10.2023
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability
- Authorized 18 new employee recognition programs that boosted the morale among 500+ staff members by 80% in the first year in the role
- Introduced new measures in 17 departments, including guest service, housekeeping, and human resources, which achieved an overall 4.8 out of 5-Star rating
Front Desk/Night Auditor
Pillar Hotels
Phoenix
06.2009 - 08.2011
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards
- Conducted thorough inventory checks for front desk supplies, streamlining the ordering process to prevent shortages or overstocks
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed
- Streamlined reservation processes for improved booking experience and increased room occupancy rates
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate
Operations Manager/AGM
Pillar Hotels
Phoenix
02.2006 - 10.2008
- Reduced expenses by 15% by going over inventory daily, reducing food spoilage, doing preventive maintenance to the rooms
- Increased sales by 25% within the first three months by involving local school teams, city council, OTAs and implementing new sales techniques
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments
- Planned and executed marketing activities to improve property brand and increase revenue
- Hired and trained new employees, demonstrating best methods for serving clients and guests
General Manager
Dynamic Hospitality
San Diego
03.1996 - 12.2002
- Increased revenue for restaurant by 10% & hotel by 15%
- Acquired new accounts for hotel & future catering business for restaurant
- Increased GSS scores by retraining staff while implementing new SOPs, hired new staff and putting immediate attention to guest issues
- Reduced expenses by 10 to 15% by making sure not have duplicate orders, keeping track of current inventory, planning by evaluating current & future occupancy
- Increased revenue by bringing in new business-like military, government contractors, sports teams, etc
- Resume F&B operations by resuming restaurants, creating new menu & developing OSHA standards
- Training staff on new SOPs & procedures, white organizing banquets, events, etc
Education
Bachelor - Business Management
University of Arizona
ArizonaAssociates - Hospitality Management
Pima Community College
ArizonaSkills
- Revenue Management
- Budgeting & Forecasting
- P&L Management
- Property Leasing & Management
- Sales & Marketing
- Vendor Relations
- Remodeling & Restructuring
- F&B Operations
- Multi-Unit Management
- Strategic Planning & Execution
- Mentoring & Coaching
- Community Outreach & Relations
- Brand Standards & QA
- Opera & Onq
- Fossi & Lightspeed
- Budgeting
- Menu development
- Staff training
- P&L analysis
- Forecasting
- Operational efficiency
- Customer service
- Contract negotiation
- Team leadership
- Employee engagement
- Problem solving
- Inventory management
- Sales strategy
- Inventory control
- Budget management
- Vendor negotiation
- Cost reduction
- Employee training
- Sales analysis
- Safety compliance
- Process improvement
Timeline
Food and Beverage Manager/Assistant GM/ Lounge
Sky Harbor International Airport Lounge
08.2024 - 02.2025
Task Force Consultant
Carver Hotel Group
10.2023 - Current
Dual Hotel General Manager
Esperanto Developments
07.2012 - 10.2023
Front Desk/Night Auditor
Pillar Hotels
06.2009 - 08.2011
Operations Manager/AGM
Pillar Hotels
02.2006 - 10.2008
General Manager
Dynamic Hospitality
03.1996 - 12.2002
Bachelor - Business Management
University of Arizona
Associates - Hospitality Management
Pima Community College
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