Kanisha Gray
Detroit,MI
Summary
Dynamic Night Manager at Staybridge Suites with a strong focus on guest relations and security awareness. Enhanced customer satisfaction through effective complaint handling and streamlined operations. Proven ability to train and mentor staff, fostering a positive work environment while ensuring compliance with safety protocols. Skilled in reservations management and maintaining high service standards. Experienced with overseeing night operations in hotel setting, ensuring smooth and efficient processes. Utilizes excellent leadership and communication skills to manage staff effectively and address guest needs promptly. Track record of maintaining high standards of safety and security, ensuring pleasant and secure environment for all guests.
Overview
18
18
years of professional experience
Work History
Night Manager
Staybridge Suites Hotel
11.2021 - 03.2025
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
- Trained and mentored new and existing staff to achieve best practices.
- Created nightly shift task lists to assign duties to each employee.
- Enhanced team performance by providing regular training and promoting a positive work environment.
- Improved guest satisfaction by efficiently managing night operations and promptly addressing customer concerns.
- Ensured safety of guests through thorough monitoring of property, conducting security checks, and addressing potential risks.
- Conducted end-of-shift reviews to identify opportunities for improvement in nightly operations moving forward.
- Streamlined night audit processes for increased accuracy and timely financial reporting.
- Maintained close communication with maintenance teams throughout the evening, responding promptly to service requests and ensuring any necessary repairs were completed in a timely manner.
- Processed customer orders quickly and accurately to meet dispatch targets.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Ensured compliance with hotel policies and procedures, maintaining high standards of professionalism and service.
- Acted as primary point of contact for VIP guests, ensuring their needs were met with utmost attention and discretion.
- Reduced incident rates at property with rigorous enforcement of safety protocols and regular security checks.
- Streamlined night audit processes for more accurate financial reporting, enhancing financial integrity.
Night Auditor
Days Inn and Suites
11.2017 - 11.2021
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
Security Officer
Secureamericainc
01.2020 - 01.2021
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Completed full building and grounds patrols to spot and investigate concerns.
- Responded quickly to incidents and assessed active situations for security concerns.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Monitored CCTV cameras and alarm systems for security breaches.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
Manager
McDonalds
12.2009 - 11.2018
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved marketing to attract new customers and promote business.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Nail Technician Assistant
Nail Studio
06.2007 - 11.2010
- Displayed exceptional time management skills by consistently completing tasks in a timely manner while providing high-quality results.
- Supported the onboarding process for new nail technicians, providing guidance on salon procedures and best practices.
- Maintained high levels of sanitation by diligently cleaning and sterilizing all instruments after each use.
- Boosted salon''s reputation for excellent customer service through attentive listening, personalized recommendations, and efficient work.
- Assisted lead nail technicians with preparation of tools and supplies, ensuring smooth operations and time efficiency.
- Consistently exceeded performance goals for appointment bookings, client retention, and product sales.
- Established trust with clients through consistent delivery of professional results combined with friendly communication skills throughout appointments.
- Assisted in maintaining a clean, safe, and hygienic work environment by adhering to strict sanitation protocols and regulatory guidelines.
Education
High School Diploma -
Matrix High School Completion Program
Detroit,Mi12.2025
Skills
- Security awareness
- People management
- Reservations management
- Complaint handling
- Property security
- Customer service focus
- Guest relations
Timeline
Night Manager
Staybridge Suites Hotel
11.2021 - 03.2025
Security Officer
Secureamericainc
01.2020 - 01.2021
Night Auditor
Days Inn and Suites
11.2017 - 11.2021
Manager
McDonalds
12.2009 - 11.2018
Nail Technician Assistant
Nail Studio
06.2007 - 11.2010
High School Diploma -
Matrix High School Completion Program