Summary
Overview
Work History
Education
Skills
Accomplishments
Custom
Timeline
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KAMIRE R. KELLEY

Dallas,TX

Summary

Experienced Hotel Manager and skilled leader with over 10 years of experience enhancing business plans and daily operations through exceptional planning and problem-solving skills. A strong tactical team builder with a solid training and team development background. I possess a deep understanding of industry trends, excellent communication skills, and a keen ability to identify areas for improvement. I effectively implement changes with a strategic and innovative approach.

Overview

14
14
years of professional experience

Work History

Operations Manager (Laid Off)

Hyatt Place
04.2024 - 02.2025
  • Led the hiring, onboarding, and training of new employees.
  • Supervised staff to ensure compliance with company policies.
  • Improved customer satisfaction through clear communication and prompt issue resolution. - Managed inventory and supply chain for timely delivery of goods and services.
  • Developed relationships with external vendors and suppliers.
  • Conducted performance reviews and created improvement plans.
  • Analyzed key performance metrics for senior management.
  • Implemented process improvements to boost productivity and reduce costs.
  • Negotiated contracts, achieving a 4% reduction in vendor costs.
  • Launched programs to enhance employee loyalty and decrease turnover.
  • Created SOPs for the Food & Beverage and Front Desk departments and held daily meetings with leaders.
  • Oversaw operations across all departments.
  • The hotel passed its first QA assessment after 10 years. (Non renovated hotel)
  • Increased HySat score by 60% year-over-year. - Raised revenue by 3% within 60 days of hire and improved hotel aesthetics.
  • Reviewed P&L/Star Reports and processed payroll weekly.
  • Improved hotel PIP projects by enhancing the lobby, bar, and rooms, such as retaining the wood, changing the wallpaper, and removing window sheers.
  • Hosted weekly standup meetings with housekeeping dept. reviewed positive and negative trends.
  • Conducted shop visits within the competitive set.
  • Fostered relationships with nearby hotels for DB accounts.
  • Weekly sales calls
  • Managed guests surveys
  • Hosted weekly leadership meetings with all departmental heads
  • Reviewed hotel budget with GM
  • Monitored daily cash discrepancies, inventory shrinkage, open folios, ooo rooms and drive-off.

Hotel Manager

Iban Hotel Trademark Collection By Wyndham
07.2022 - 12.2022
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structure.
  • Oversaw departmental inventory by ordering precise quantities of stock and executing corrective actions.
  • Mentored and motivated team members to achieve challenging business goals.
  • Managed five departments within a 160 room hotel
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Resolved problems promptly to elevate negative NPS customer scores.
  • Taught staff creative strategies for completing work and smoothly carrying out senior management directives.
  • Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
  • Motivated, trained and disciplined employees to maximize performance. Implemented an internal incentive program for staff to enroll non rewards members
  • Fabricated SOP’s for daily operations
  • Responsible for hiring, firing and training all new staff members
  • Managed all events in convention services over 3,400 sq ft of space
  • Conducted weekly leadership meetings with departmental leaders
  • Completed weekly pop-up room inspections
  • Hosted quarterly front desk meetings as needed.
  • Engaged with guest daily to ensure quality service was provided and brand standards were executed.
  • Overseen customer care complaints

Acting Asst. Manager

Hudson Home Management LLC.
11.2019 - 06.2022
  • Coordinated and processed move-ins within a sufficient timeframe.
  • Provided direct access codes for self-tours
  • Ensured approved applicants paid all required move-in fees and submitted supporting documents
  • Processed rent payments, posted credits and refunds to tenants.
  • Resolved pre move-in issues before scheduled move-in date
  • Escalated all maintenance and repair requests
  • Aid manger with facilitating weekly staff meetings
  • Trained & developed all new hires for move-in’s
  • Performed other related duties or special projects assigned
  • Co- authored dept. workflows and processes
  • QC staff work for efficiency daily
  • Troubleshoot payments and leasing errors
  • Used persuasive sales techniques to drive customer retention
  • De-escalate and solve matters involving residents
  • Work directly with Sr. Manger to ensure all deadlines and departmental goals were met
  • Overseen over 3,000+ properties in eight regions
  • Processed all housing applicants ( section 8 ) and assisted housing department with scheduling inspections.
  • Created quarterly virtual events for employee engagement within leasing department.

Sales Manager

Residence Inn By Marriott Dallas Park Central
03.2018 - 06.2019
  • Generated over $400,000 of revenue in one year
  • Data entry on EOM report
  • Beat budget in December 2018 by $2,737 with 4.5% Occ and in January 2019 by $22,926 with 7.7% Occ.
  • Prepared show rooms and monitored customer satisfaction surveys
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
  • Increased sales by 17%
  • Prepared departmental contracts for clients signature
  • Delivered,exceptional level of service to each customer by listening to concerns and answering questions.
  • Created communication strategies to meet client objectives.
  • Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction.
  • Improved conference room revenue by tripling sells with up-selling and met meeting room budget for year, within 4 months

Leasing and Marketing Manager

27TwentySeven Apartment Homes
01.2017 - 04.2018
  • Achieved 95% of quota within first two weeks
  • Maintained friendly and professional customer interactions.
  • Maintained acceptable closing ratio
  • Created resident retention programs & monthly events  
  • Prepared and submitted weekly financial reports 
  • Enforced community policy 
  • Traveled as acting property manager floater for company 
  • Prepared eviction and renewal letters
  • Increased property leases by 7%
  • Worked with all employees to foster company team spirit
  • Tracked advertising, promotions and publications
  • Developed and maintained rapport with area businesses and locators 
  • shopped comps & engaged in social media leads


Concierge Asst. Manager ( Overnight )

Brady Luxury Apartments -
03.2016 - 07.2017
  • Planned and hosted exclusive events for residents 
  • Accepted and logged monthly rental payments
  • Developed positive relationships with area vendors 
  • Trained employees quarterly
  • Kept abreast of rapidly evolving technology
  • Assisted celebrity residents with booking flights, vacations and dinning reservations
  • Conducted nightly inventory/package audit 
  • Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction.
  • Managed approximately 40 incoming call daily. 

Guest Services Manager / Night Auditor

Holiday Inn Express Fairgrounds
12.2014 - 02.2016
  • Balance all revenue and settlement accounts nightly, maintain files and reset pos system for next day operations.
  • Reviewed and corrected discrepancies 
  • Resolved customer questions, issues and complaints in timely manner
  • Trained new employees
  • Achieving all membership and room sales goals
  • Used persuasive selling techniques to sell rooms and to promote other services of Hotel
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Developed rapport with customer base by handling difficult issues
  • Turned property into non smoking and increased Occ by  100%

Front Desk Manager / Night Auditor

Residence Inn By Marriott
07.2011 - 12.2013
  • Trained all employees on brand culture and performance expectations.
  • Implemented new initiatives to increase guest satisfaction scores per brand standards.
  • Reviewed employee and guest satisfaction results.
  • Data entry for billing, rebates and hotel coding for accounts payable.
  • Market hotel and amenities to encourage future business.
  • Interviewed and assisted in making hiring decisions.
  • Sales "ALL STAR and developed 5 star program to recognize employees.
  • Prepared Front Desk schedule.
  • Provided solutions to guests and employee complaints
  • Processed receipts, cash payments, credit cards and balanced register.
  • Interact with guest during breakfast and evening socials.
  • Performed weekly quality assurance ( QA ) requirements for departments.

Housekeeping Department Manager

Residence Inn By Marriott
12.2013 - 11.2014
  • Prepared weekly work schedule for all housekeepers and monthly forecasting.
  • Responsible for conducting quality inspections.
  • Responsible for carrying out interviews for new hires.
  • Executed training of all associates according to brand standards to maximize service culture.
  • Managed budget of department reviewed in EQ.
  • Maintained compliance on new initiatives for  brand and company.
  • Monitored all staff performance and gave performance appraisals accordingly.
  • Conducted monthly meeting with staff.
  • Maintained positive relationships with staff to drive associate satisfaction.
  • Maintained brand standard satisfactory score of 90% 

Education

High School Diploma -

Agape Christian School
Orlando, FL
05.2005

Skills

  • Microsoft Word,Outlook and PowerPoint
  • Proficient in Yardi, Fosse, Marsha, Blue Moon and opera software system
  • Analytical Thinker
  • Organizational Skills
  • Persuasive sales techniques
  • Sales and marketing expertise
  • Strong sales-closer
  • Effective articulation and team orientation
  • The ability to govern a team and adjust to time constraints

Accomplishments

I fabricated platforms for housing department ( section 8 ) policies and procedures, critique and improvements to customer service practices, co-authored move-in and leasing SOP'S and launched Google review questionnaire campaign. Which resulted in reviews being increased to 3.4 rating within 2 months. Created a customer model called L.E.A.N.R.F. that is now integrated with every customer interaction. Nevertheless, I also provided innovative ideas to departments that created progression. In 2011 was recognized by Marriott International and CEO with the Spirit to Serve Award. In addition was awarded by the State Attorney General Office of Connecticut in 2012 for my diligence, professional knowledge and courteous service. In 2019 beat budget at Residence Inn By Marriott by $2,737 with 4.5% in occupancy.

Custom

1. Ebony Robinson - Manager - Hudson Homes Management (972) 589-5780

2. Michelle Reisdorf - General Manager - Residence Inn by Marriott (941) 358-1468

3. Brittany Nevels - Communications Manager: (317) 999-8060

4. Deondrick Douglas - CEO - MBA, 941-201-8288

Timeline

Operations Manager (Laid Off)

Hyatt Place
04.2024 - 02.2025

Hotel Manager

Iban Hotel Trademark Collection By Wyndham
07.2022 - 12.2022

Acting Asst. Manager

Hudson Home Management LLC.
11.2019 - 06.2022

Sales Manager

Residence Inn By Marriott Dallas Park Central
03.2018 - 06.2019

Leasing and Marketing Manager

27TwentySeven Apartment Homes
01.2017 - 04.2018

Concierge Asst. Manager ( Overnight )

Brady Luxury Apartments -
03.2016 - 07.2017

Guest Services Manager / Night Auditor

Holiday Inn Express Fairgrounds
12.2014 - 02.2016

Housekeeping Department Manager

Residence Inn By Marriott
12.2013 - 11.2014

Front Desk Manager / Night Auditor

Residence Inn By Marriott
07.2011 - 12.2013

High School Diploma -

Agape Christian School

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KAMIRE R. KELLEY