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
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 the 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, out-of-order 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 the scheduled move-in date
- Escalated all maintenance and repair requests
- Aid manager with facilitating weekly staff meetings
- Trained & developed all new hires for move-ins
- 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
- Manager 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 the housing department with scheduling inspections
- Created quarterly virtual events for employee engagement within the 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 the 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 showrooms and monitored customer satisfaction surveys
- Resolved conflicts and negotiated agreements between parties to reach win-win solutions to disagreements and clarify misunderstandings
- Increased sales by 17%
- Prepared departmental contracts for clients' signature
- Delivered, an 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 a loyal client base by working relentlessly to resolve problems and improve customer satisfaction
- Improved conference room revenue by tripling sales with up-selling and met meeting room budget for the 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 dining 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 calls 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 the pos system for next-day operations
- Reviewed and corrected discrepancies
- Resolved customer questions, issues, and complaints in a 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 the Hotel
- Developed and implemented policies, procedures, and process improvement initiatives to improve retention rates and increase customer satisfaction
- Developed rapport with the customer base by handling difficult issues
- Turned property into non-smoking and increased OCC by 100%
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%
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
Education
High School Diploma -
Agape Christian School
Orlando, FL05.2005
Skills
- Yardi
- Fosse/Opera
- Analytical Thinker
- Organizational Skills
- Persuasive sales techniques
- Effective articulation
- Team orientation
- MS Office
- KPI tracking
- Operations management
- Decision-making
- Client relationships
- Planning and implementation
- Customer relationship management (CRM)
- Budgeting and forecasting
- Guest Relations, facilities management
Accomplishments
- 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, resulting 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.
- Recognized by Marriott International and CEO with the Spirit to Serve Award in 2011.
- Awarded by the State Attorney General Office of Connecticut in 2012 for diligence, professional knowledge and courteous service.
- Beat budget at Residence Inn By Marriott in 2019 by $2,737 with 4.5% in occupancy.
Timeline
Operations Manager
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
Similar Profiles
Robert VanBenschoten JrRobert VanBenschoten Jr
Area Sales Manager at Hyatt Place New York City/Times Square & Hyatt Place ChelseaArea Sales Manager at Hyatt Place New York City/Times Square & Hyatt Place Chelsea
Robert VanBenschoten JrRobert VanBenschoten Jr
Area Sales Manager at Hyatt Place New York City/Times Square & Hyatt Place ChelseaArea Sales Manager at Hyatt Place New York City/Times Square & Hyatt Place Chelsea
Swikrit KhatiwadaSwikrit Khatiwada
Housekeeper at Hyatt PlaceHousekeeper at Hyatt Place