JOSELYN KELLY
Summary
Accomplished and results-driven Executive Area Operations Manager with extensive experience leading multi-property hotel operations and managing multimillion-dollar hospitality assets across regional portfolios. Recognized for transforming underperforming hotels into high-performing operations through strategic leadership, operational excellence, financial discipline, and a relentless focus on the guest experience. Proven ability to partner with General Managers and executive leadership to strengthen operational performance, enhance profitability, and ensure consistent execution of brand standards across multiple properties.
Demonstrated expertise in improving guest satisfaction through service excellence initiatives, elevating Quality Assurance (QA) inspection performance, strengthening operational compliance, and implementing sustainable process improvements that drive measurable business results. Skilled at analyzing hotel performance metrics, identifying operational opportunities, and executing strategic action plans that improve occupancy, Average Daily Rate (ADR), Revenue Per Available Room (RevPAR), and overall asset performance.
Highly experienced in negotiating and managing vendor partnerships and service contracts to improve operational efficiency, control costs, and maximize return on investment while preserving exceptional service quality. Adept at overseeing multimillion-dollar budgets, capital improvement projects, revenue optimization strategies, and expense management to strengthen Net Operating Income (NOI) and long-term portfolio performance.
A collaborative executive leader known for developing high-performing leadership teams, fostering cultures of accountability and engagement, and maintaining low employee turnover through coaching, mentorship, and talent development. Trusted by ownership groups and senior executives to lead organizational change, support hotel transitions, improve operational consistency, and deliver outstanding financial, operational, and guest satisfaction results across diverse hotel portfolios.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Area Supervisor
IHG Hotels & Resorts
Jackson
10.2019 - 04.2026
- Oversee daily operations across multiple hotel properties.
- Lead operational improvement initiatives across assigned hotels.
- Conducted regular property visits to assess performance and identify improvement opportunities, enhancing operational standards across hotels.
- Ensure compliance with company policies, safety standards, and regulatory requirements.
- Ensure consistent implementation of IHG brand standards.
- Evaluate hotel performance using operational and guest satisfaction data.
- Identify performance gaps and develop corrective action plans.
- Improve service quality, housekeeping, food and beverage, engineering, and front office operations.
- Shared best practices among hotels within the assigned region to foster collaboration and drive consistent operational excellence.
- Review hotel financial statements and operating reports.
- Evaluated profitability metrics to guide financial decisions.
- Assist General Managers in developing action plans to improve financial performance.
- Supported annual budgeting and forecasting to align financial goals with operational strategies, ensuring effective resource allocation.
- ADR (Average Daily Rate)
- RevPAR (Revenue Per Available Room)
- Labor costs
- Operating expenses
- Monitor guest satisfaction and online review scores.
- Implement strategies to improve the overall guest experience.
- Resolved escalated guest concerns promptly.
- Ensure hotels consistently meet IHG quality and service standards.
- Coach, mentor, and develop General Managers and leadership teams.
- Identify leadership development opportunities.
- Support recruitment, succession planning, and talent development.
- Promote employee engagement and retention.
- Deliver operational training and leadership coaching.
- Improved Net Operating Income (NOI) through strategic budgeting, expense management, and revenue optimization across a regional portfolio.
- Maintained consistently high Quality Assurance (QA) inspection scores by ensuring operational excellence and adherence to company and brand standards.
- Drove high guest satisfaction scores by implementing service excellence initiatives and resolving operational challenges proactively.
- Developed and retained high-performing teams, resulting in consistently low employee turnover through coaching, mentorship, and employee engagement.
- Led multiple properties to exceed financial, operational, and customer service performance goals while maintaining strong compliance and accountability.
- Partnered with property leadership to improve occupancy, increase revenue, and enhance overall asset performance.
Hotel General Manager
IHG Hotels & Resorts
Jackson, MS
04.2015 - 10.2019
- Operational Leadership
- Direct all hotel operations, including Front Office, Housekeeping, Engineering, Food & Beverage, Sales, Revenue Management, Human Resources, and Finance.
- Ensure compliance with IHG operating procedures, brand standards, and quality assurance requirements.
- Conduct regular inspections of guest rooms, public areas, and back-of-house operations.
- Oversee emergency preparedness, safety, and security programs.
- Ensure compliance with all federal, state, and local regulations.
- Manage the hotel’s full profit and loss (P&L) responsibility.
- Develop and manage annual operating budgets and capital expenditure plans.
- Drive revenue growth while controlling labor and operating expenses.
- RevPAR (Revenue Per Available Room)
- GOP (Gross Operating Profit)
- EBITDA
- Review financial reports and implement strategies to improve profitability.
- Partner with Sales and Revenue Management to maximize room revenue and market share.
- Develop local business partnerships and community relationships.
- Support corporate, group, and leisure sales initiatives.
- Execute annual marketing and business development strategies.
- Identify new revenue opportunities throughout the hotel.
- Recruit, train, coach, and develop department leaders.
- Foster an engaging, high-performance workplace culture.
- Establish performance goals and conduct regular evaluations.
- Lead succession planning and talent development initiatives.
- Promote diversity, inclusion, and employee engagement.
- Ensure exceptional guest service across all departments.
- Resolve complex guest concerns and service recovery situations.
- Monitor guest satisfaction scores and online reputation.
- Implement continuous improvements to enhance the guest experience.
Sales Director, Business Development
IHG Hotels & Resorts
Flowood, Mississippi
11.2012 - 04.2015
- Executed annual and quarterly sales strategies, driving revenue and occupancy growth.
- Lead and mentor the hotel’s sales team, setting performance expectations and coaching team members.
- Identify and secure new business opportunities in:
- Corporate accounts
- Government contracts
- Group business
- Meetings and conventions
- SMERF (Social, Military, Educational, Religious, Fraternal) markets
- Sports and leisure travel
- Developed and maintained relationships with key customers, partners, and vendors.
- Delivered sales presentations, conducted property tours, and negotiated client contracts to secure business.
- Monitored competitors' activities to stay ahead of the competition.
- Collaborate with Revenue Management to optimize pricing strategies and maximize profitability.
- Develop annual sales budgets, forecasts, and action plans.
- Monitor sales performance, pace reports, and key performance indicators (KPIs).
- Represent the hotel at trade shows, networking events, and industry conferences.
- Work closely with Marketing to execute promotional campaigns and increase brand visibility.
- Ensure compliance with IHG brand standards, sales processes, and reporting requirements.
- Established strategic partnerships with key stakeholders, strengthening market presence and driving new business opportunities.
- Led cross-functional teams to execute innovative sales initiatives and programs.
- Conducted market research to identify trends and customer preferences for growth opportunities.
- Implemented training programs for sales staff to improve product knowledge and service delivery.
- Collaborated with marketing teams to create compelling promotional materials for campaigns.
- Analyzed competitor activities to inform business strategies and maintain competitive edge.
- Managed client relationships, ensuring high levels of satisfaction and loyalty across accounts.
- Coordinated regional sales meetings to align goals and share best practices among teams.
- Ensured compliance with applicable laws and regulations related to sales operations.
- Develop and maintain relationships with key customers, partners, and vendors.
- Monitored competitor activities in order to remain competitive in the marketplace.
- Monitored competitor activities to identify trends and inform strategy.
- Assist in resolving escalated customer issues when necessary.
- Negotiate contracts with clients or vendors as needed.
- Set goals for the sales team and monitoring progress towards achieving them.
- Analyzing customer data to identify trends and potential areas of growth.
- Maintain a high level of professionalism while representing the company at all times.
- Designing training programs for sales staff on product knowledge and sales techniques. Key Responsibilities
Front Desk Manager
IHG Hotels & Resorts
Jackson
09.2010 - 11.2012
- Managed front desk operations and ensured smooth guest check-in and check-out processes.
- Trained and supervised front desk staff to deliver exceptional customer service.
- Resolved guest complaints promptly to maintain high satisfaction levels.
- Implemented hotel policies and procedures to enhance operational efficiency.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Maintained accurate records of reservations, cancellations, and guest interactions.
- Coordinated room assignments and special requests for guests during their stay.
- Collaborated with housekeeping to ensure timely room availability for guests.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Oversaw cash and credit card payment transactions at the front desk.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Assisted with training new staff members on front desk procedures and policies.
- Trained and supervised front desk staff to deliver exceptional customer service.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Mentored new staff on correct procedures, compliance requirements, and performance strategies.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Front Desk Agent
IHG Hotels & Resorts
Jackson, MS
07.2008 - 09.2010
- Greeted guests warmly and checked them into their rooms efficiently.
- Assisted with check-in and check-out procedures for guests.
- Managed guest inquiries and resolved issues with professionalism and care.
- Resolved customer complaints promptly and courteously.
- Provided excellent customer service while upholding company policies.
- Handled phone reservations and provided accurate information about hotel services.
- Processed payments and maintained accurate financial records at the front desk.
- Inputted guest information into computer system accurately and securely.
- Coordinated with housekeeping to ensure room readiness for arriving guests.
- Maintained a clean and organized front desk area for a welcoming environment.
- Collaborated with other departments to enhance guest experiences during their stay.
- Assisted in training new front desk agents on procedures and customer service standards.
Education
Bachelor of Science - Business Administration
Mississippi State University
Starkville, MS 08.2008 - 05.2012
Skills
- Executive Leadership
- Multi-Property Operations Management
- Executive Leadership & Strategic Planning
- Regional Portfolio Management
- Cross-Functional Team Leadership
- Organizational Development
- Executive Decision-Making
- Change Management
- Succession Planning
Financial & Business Management
- Profit & Loss (P&L) Management
- Net Operating Income (NOI) Improvement
- Budget Development & Forecasting
- Revenue Optimization
- Cost Control & Expense Management
- Capital Planning
- Financial Analysis & Reporting
- Asset Performance Management
Hotel Operations
- Full-Service Hotel Operations
- Brand Standards Compliance
- Quality Assurance (QA) Audits & Inspections
- Operational Excellence
- Risk Management
- Safety & Regulatory Compliance
- Crisis & Emergency Management
- New Hotel Openings & Property Transitions
Revenue & Guest Experience
- Revenue Management
- Occupancy Growth Strategies
- ADR & RevPAR Performance
- Guest Satisfaction Improvement
- Guest Recovery & Service Excellence
- Customer Experience Management
- Reputation Management
- Market Share Growth
People Leadership
- Executive Coaching & Mentoring
- Talent Acquisition & Retention
- Employee Engagement
- Performance Management
- Leadership Development
- Workforce Planning
- Labor Management
- Conflict Resolution
Sales & Business Development
- Business Development
- Strategic Partnerships
- Corporate Account Management
- Owner & Investor Relations
- Sales Strategy Execution
- Market Analysis
- Competitive Positioning
- Contract Negotiation
Operational Analytics
- KPI Performance Management
- Data-Driven Decision Making
- Business Intelligence
- Operational Audits
- Continuous Process Improvement
- Performance Benchmarking
- Compliance Reporting
- Executive Dashboard Analysis
Technology
- Hotel Property Management Systems (PMS)
- Revenue Management Systems (RMS)
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Business Intelligence & Reporting Tools
- Budgeting & Financial Systems
Core Competencies
- Strategic Leadership
- Operational Excellence
- Financial Stewardship
- Relationship Building
- Executive Communication
- Stakeholder Management
- Results-Driven Leadership
- Problem Solving
- Negotiation
- Time Management
- Adaptability
- Continuous Improvement
Timeline
Area Supervisor
IHG Hotels & Resorts
10.2019 - 04.2026
Hotel General Manager
IHG Hotels & Resorts
04.2015 - 10.2019
Sales Director, Business Development
IHG Hotels & Resorts
11.2012 - 04.2015
Front Desk Manager
IHG Hotels & Resorts
09.2010 - 11.2012
Bachelor of Science - Business Administration
Mississippi State University
08.2008 - 05.2012
Front Desk Agent
IHG Hotels & Resorts
07.2008 - 09.2010