Karen Koehlinger
Fort Wayne,IN
Summary
Dynamic Hospitality Manager with a proven track record at Canterbury Green Apartments, enhancing guest satisfaction through exceptional service and effective staff training. Skilled in budgeting and financial management, I successfully improved customer service ratings significantly while fostering a collaborative team environment. Committed to operational excellence and community engagement.
Hospitality professional with strong leadership and organizational skills. Proven ability to enhance guest experiences and streamline operations. Excel in team collaboration and adaptable to changing demands. Expertise in staff training, customer service, and conflict resolution. Reliable and results-driven with focus on continuous improvement.
Overview
33
33
years of professional experience
Work History
Hospitality Manager
Canterbury Green Apartments
03.1993 - Current
- Oversaw daily operations, ensuring exceptional guest experiences and satisfaction.
- Developed and implemented operational procedures to enhance service efficiency and quality.
- Trained and mentored staff, fostering a culture of continuous improvement and teamwork.
- Managed budgets and financial reporting to optimize resource allocation and profitability. (Managed 26 suites)
- Coordinated events and activities, enhancing community engagement within the apartment complex.
- Increased customer service ratings significantly through personable service.
- Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
- Collaborated with various departments to achieve operational excellence, boosting overall guest and employee experience quality.
- Managed daily operations for a smooth functioning of the establishment, ensuring high-quality service delivery.
- Improved staff performance by providing comprehensive training programs focused on customer service skills.
- Managed 4 pools including preparing pools for season opening and closing. Interviewing, hiring, training and managing of lifeguards. Scheduling of staff, anywhere between 12-15 certified lifeguards, 2-3 shifts per day, 7 days a week from Memorial Day through at least Labor Day.
- Banquet Room Coordinator; including but not limited to Point of contact for scheduling, billing, general information.
- PFW Student Unit Housing (150 units/approximately 350+ students) duties to include billing for damages/lock outs, handling of unit issues/problems, posting of monthly rent (over $226,000 monthly) to individual ledgers, sending out correspondence to units when needed, problem solving.
Education
High School Diploma -
Northrop High School
Fort Wayne, INSkills
- Employee scheduling
- Staff training and development
- Guest relations management
- Health and safety compliance
- Budgeting and financial management
- Facility management
- Recruitment and hiring
- Complaint handling
- Front office management
- Banquet operations
- Concierge services
- Hospitality best practices
- Guest services
- Guest liaison
- Customer service
- Staff training
- Guest accommodations
- Guest experiences
Accomplishments
- Supervised team of 12-15 staff members.
- Collaborated with team of 10 in the development of PFW student housing
Timeline
Hospitality Manager
Canterbury Green Apartments
03.1993 - Current
High School Diploma -
Northrop High School