Kari Jolly
Las Vegas
Summary
Forward-thinking Assistant Director generates high-quality work. Leverages tenacious approach and strong attention to detail to drive success. Service-oriented and performance-driven with excellent organizational, multitasking and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Assistant Director Guest Service
Elara Hilton Grand Vacation
Las Vegas
01.2025 - Current
- Coordinated team meetings to enhance communication among departments.
- Developed training programs for staff to improve service quality.
- Implemented operational strategies to maximize guest satisfaction.
- Managed scheduling to ensure adequate staffing levels at all times.
- Oversaw daily operations to maintain brand standards and efficiency.
- Reviewed guest feedback to identify areas for improvement in services.
- Assisted in budget planning and resource allocation for projects.
- Managed daily workflow of personnel by assigning tasks, tracking progress and providing assistance when needed.
- Supervised recruitment process including interviewing candidates, making hiring decisions and onboarding new hires.
- Provided guidance to departmental staff in resolving customer complaints.
- Coordinated financial activities, budgeting and forecasting for assigned departments.
- Oversaw employee relations issues such as grievances, disciplinary actions and terminations.
- Monitored staff performance, provided feedback and conducted annual reviews.
- Conducted training sessions on new processes or products for internal staff members.
- Oversaw purchasing and inventory to retain physical assets.
Front Office Manager
Elara Hilton Grand Vacations
Las Vegas
04.2016 - 01.2025
- Managed daily front office operations for a luxury resort environment.
- Supervised and trained front desk staff to ensure exceptional guest service.
- Coordinated guest check-ins and check-outs to maintain smooth workflow.
- Resolved guest inquiries and complaints to enhance satisfaction and loyalty.
- Implemented standard operating procedures for efficient front office management.
- Scheduled staff shifts to optimize coverage during peak times.
- Collaborated with other departments to streamline communication and service delivery.
- Maintained accurate records of guest accounts and billing information.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Established strong relationships with owners, marketing guests and corporate clients in order to foster repeat business opportunities.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Analyzed customer feedback data to identify areas of improvement.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Implemented standard operating procedures to improve guest check- and -out process.
- Managed team of 46 front office staff, including hiring, training, and performance evaluations.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
Front Office Manager
Atlantis Casino Resort
Reno
01.2006 - 03.2016
- Managed daily front office operations for a luxury resort environment.
- Supervised and trained front desk staff to ensure exceptional guest service.
- Coordinated guest check-ins and check-outs to maintain smooth workflow.
- Resolved guest inquiries and complaints to enhance satisfaction and loyalty.
- Scheduled staff shifts to optimize coverage during peak times.
- Collaborated with other departments to streamline communication and service delivery.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Analyzed customer feedback data to identify areas of improvement.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Coordinated room assignments, taking into account guest preferences and special requests.
Education
Some College (No Degree) - Social Work
University of Wisconsin, Eau Claire
Eau Claire, WISkills
- Scheduling optimization
- Effective communication
- Problem solving
- Leadership development
- Operations management
- Employee relations
- Human resources
- Staff coordination
- Staff development
- Recruitment and hiring
- Performance reviewing
- Staff training development
- Team development
- Operational strategy implementation
- Financial forecasting
- Customer relationship management
- Performance monitoring
- Conflict resolution
References
References available upon request.
Timeline
Assistant Director Guest Service
Elara Hilton Grand Vacation
01.2025 - Current
Front Office Manager
Elara Hilton Grand Vacations
04.2016 - 01.2025
Front Office Manager
Atlantis Casino Resort
01.2006 - 03.2016
Some College (No Degree) - Social Work
University of Wisconsin, Eau Claire