Kari Jolly
Las Vegas
Summary
Results-driven professional with extensive experience in managing high-volume guest services. Known for effective team coaching and mentorship, fostering a customer-centric culture. Proven ability to analyze feedback and implement process improvements that enhance service delivery and operational efficiency.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Assistant Director of Guest Services
Elara Hilton Grand Vacations
Las Vegas, NV
04.2016 - Current
- Direct daily guest-service and front-office operations for a high-volume luxury resort, maintaining service standards, operational continuity, and a consistent customer experience.
- Lead, coach, and develop a team of 46 employees, establishing performance expectations and promoting an accountable, customer-focused culture.
- Analyze guest feedback, service trends, and operational KPIs to identify performance gaps and recommend process improvements.
- Resolve escalated customer concerns using sound judgment and service-recovery strategies to protect customer relationships and brand loyalty.
- Develop and deliver training on service standards, operating procedures, product knowledge, and new departmental initiatives.
- Tracked and administered departmental FMLA, ADA, and leave-of-absence cases, ensuring accurate records and compliance with policies.
- Analyzed guest feedback, service trends, and operational KPIs to identify performance gaps and recommend actionable process improvements.
- Create and maintain workforce schedules that align staffing coverage with changing business volume, employee availability, and operational requirements.
- Prepare operational reports and communicate findings to leadership to support staffing, service, and resource decisions.
- Coordinate with housekeeping, maintenance, marketing, and other business partners to resolve issues and improve service delivery.
- Support departmental budgeting, purchasing, inventory control, and resource allocation while maintaining appropriate supply levels.
- Supported departmental budgeting, purchasing, and resource allocation to maintain appropriate inventory levels and meet operational needs.
Front Office Manager
Atlantis Casino Resort Spa
Reno, NV
01.2007 - 03.2016
- Oversaw daily front office operations, ensuring seamless guest check-in and check-out processes.
- Managed team scheduling, optimizing staffing levels to enhance guest service delivery.
- Implemented training programs for front desk staff, improving service standards and employee performance.
- Developed and maintained relationships with guests, addressing concerns to foster loyalty and satisfaction.
- Analyzed guest feedback data to identify areas for service improvement and operational efficiency.
- Coordinated interdepartmental communication to ensure consistent guest experiences across services.
- Led initiatives to streamline front office procedures, reducing wait times and improving workflow efficiency.
- Monitored budgetary expenditures related to front office operations, ensuring cost-effective resource management.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Education
Social Work
University of Eau Claire Wisconsin
Eau ClaireSkills
- Guest experience optimization
- Guest service management
- Customer relationship management
- Operations management
- Performance tracking and evaluation
- Scheduling and coordinating
- Onboarding and orientation
- Employee coaching and mentoring
- Talent development
- Conflict resolution
- Teamwork and collaboration
Certification
CPR, AED & First Aid Certified
Languages
English
Native or Bilingual
Timeline
Assistant Director of Guest Services
Elara Hilton Grand Vacations
04.2016 - Current
Front Office Manager
Atlantis Casino Resort Spa
01.2007 - 03.2016
Social Work
University of Eau Claire Wisconsin