Kailea Shields
Holland,MI
Summary
Seasoned Operations Manager and talented leader with over 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
13
13
years of professional experience
Work History
Operations Manager
Woolverton Inn; DeAmicis Hospitality
04.2016 - 01.2025
- Supervised talent and ensured compliance with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations
- Developed and maintained relationships with external vendors and suppliers
- Oversaw facility maintenance, from the Inn to the cottages, and new barn renovation
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed and implemented strategies to maximize customer satisfaction.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Worked with the new Executive Chef to build new restaurant processes, Standards of Practice, menus, action plans, and procedures for new restaurant build
- Developed new talent during restaurant build for Fine Dining service
Innkeeper
Brampton Inn
08.2014 - 01.2016
- Created enticing packages that combined accommodations with local attractions or activities, increasing overall revenue during off-peak periods.
- Implemented effective marketing strategies to attract new clientele and maintain positive online reviews.
- Maintained pristine facilities through diligent housekeeping and regular maintenance tasks.
- Handled guest complaints professionally, promptly addressing issues and rectifying situations to ensure satisfaction.
- Collaborated with local tourism organizations to promote the inn, resulting in increased bookings during peak seasons.
- Increased repeat business by fostering a welcoming atmosphere and consistently exceeding guest expectations.
- Developed strong relationships with local vendors for quality supplies and services at competitive prices.
Guest Services Supervisor
Drury Hotels
07.2012 - 08.2014
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Processed guest payments and provided accurate change.
- Maintained up-to-date knowledge of products and services offered.
- Enhanced team morale and performance with regular recognition programs.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Education
Bachelor of Arts - Accounting And Finance
Washington University in St Louis
St. Louis, MO01-2015
Skills
- Team leadership
- Process improvement strategies
- Forecasting and scheduling
- Decision-making
- Talent development
- Customer relationship management (CRM)
- Project leadership
- Budget development and management
- Building and facility management
- Vendor sourcing
- Change management
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Operations Manager
Woolverton Inn; DeAmicis Hospitality
04.2016 - 01.2025
Innkeeper
Brampton Inn
08.2014 - 01.2016
Guest Services Supervisor
Drury Hotels
07.2012 - 08.2014
Bachelor of Arts - Accounting And Finance
Washington University in St Louis
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