Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kasey Morales

Houston,TX

Summary

To obtain a position that utilizes leadership, operational, training and sales skills while allowing for continuing growth and development as a leader in a dynamic organization dedicated to client and employee satisfaction. Self-motivated Onboarding Coordinator brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Senior Homeowner Support Manager/ Expert Assist Specialist/ Homeowner Experience Account Manager/Onboarding

TurnKey Vacation Rentals/Vacasa
01.2017 - Current
  • Operational Support Role - Assist internal clients in developing knowledge and in executing internal processes and procedures
  • As trends and changes occur in this industry and with clientele this position monitors and allows for companies to change and flex with client base to better meet their needs
  • Act as primary resource for team members, serving both guests and homeowners, to manage day to day operational aspects of business and resolve issues.
  • Maintain full and complete knowledge of all company operational processes and procedures, attend all training and activities for impacted teams
  • Foster and maintain self-development and promote innovations to improve current practices
  • Full understanding of lock issues, and troubleshooting to assist guests and owners, utilized quick thinking to resolve and de-escalate issues during guest stays, turning trauma into minor inconvenience so that they can enjoy their stay and know we are committed to it being exceptional
  • Work proactively with individual team members to remove barriers to performance which could impact owner revenues and guest satisfaction
  • Respond in timely manner to client questions/issues and offer rapid solutions, working with other Vacasa departments like Sales, Field Operations and Guest Experience, Marketing, Accounting and Revenue Management teams
  • Knowledgeable on all aspects of product offering - listing strength, utilization, and rate management, license/tax compliance, and overall property management processes, Expensify, Inside Maps, TK Inspector App, Contractor and Vendor Management, Screen Steps development and other areas of concern
  • Perform 'campaigns' as assigned, to reach out to specific segments of staff with targeted solutions, needs, and opportunities; report on progress and results of these campaigns
  • Able to act as liaison between Sales and Operations providing owners a seamless transition
  • Senior Homeowner Success Manager worked to build strong and lasting relationships with internal clients, responsible for team member performance and retention, as well as team morale and good will
  • Led team of 5, provided 'technical training' program to three junior level employees selected to participate in on- the- job training model designed to fill crucial HSM positions within Florida's team
  • Acted as Onboarding HSM for TurnKey, bringing owners into program and managing both owner and onboarding process from start to finish
  • Moved to Guestworks program to perform similar duties.
  • Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
  • Collaborated with cross-functional teams for successful product launches and seamless integration of new features.
  • Excellent communication skills, both verbal and written.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Cultivated interpersonal skills by building positive relationships with others.

Complex Group Sales Manager/ Meeting Services Manager

Wyndham Hotel Group
01.2010 - 01.2017
  • Interacted with contracted groups and assisted in making all necessary arrangements prior to arrival including: Food, Beverage, Room Configurations, Guest Room Arrangements, free time activities
  • Offered clients team building solutions and coordinated with Audio Visual support vendors and any other vendors required to ensure event success
  • Worked with Corporate and social groups across the complex via proposal, negotiation and contracting to develop room blocks for attending guests
  • Maintained detailed records of communication, ensured uniformity with contracted terms and lessened confusion for both the clients and for the property staff
  • Ensured a professional demeanor and efficient dealings with clients
  • Developed rapport with clients and provided the highest level of guest service
  • Utilized empathy and compassion when dealing with customer dissatisfaction and strove to find solutions that were equitable to all parties
  • Met and exceeded prescribed room and revenue goals on a regular basis
  • Performed strategic consulting, including business plan development, Sales and Strategy development, rate management and developed training plans and oversaw implementation for new hires and acted as a mentor to newer team members.
  • Identified potential upsell opportunities within existing accounts by closely monitoring customer satisfaction levels and addressing concerns promptly.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Achieved top sales performer status consistently through strong relationship-building skills and effective negotiation tactics.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Managed a diverse portfolio of clients across multiple industries, demonstrating adaptability and expertise in various sectors.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Demonstrated leadership skills in managing projects from concept to completion.

On-Site Conference Manager

Gordon Research Conferences
01.2010 - 01.2017
  • Ensured professional, proficient atmosphere at International Science Conference
  • Provided excellent guest service and flexibility in approach to various needs
  • Managed internal processes of hotel in conjunction with those of client to ensure smooth conference operation
  • Completed budget reports, and logistical tasks in a timely manner and submitted to headquarters staff
  • Used both written and verbal mediums to communicate with site staff, hotel staff, headquarters team members, individual chairs, and attendees to ensure questions were answered in a timely manner and approached in a proactive rather than reactive manner
  • Trained incoming staff members on job requirements, expectations and steps to success as well as preparing them to act as conference manager at one of 56 sites worldwide.
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
  • Managed onsite staff during events, providing leadership direction and fostering a cohesive team environment to ensure excellent customer service delivery.
  • Established strong relationships with sponsors, securing their support for ongoing events and increasing revenue streams.
  • Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.

Catering and Delivery Department, Key Employee (Supervisor)

Zio's Italian Kitchen
01.2007 - 01.2009
  • Performed managerial duties during busy shifts
  • Coordinated packaging, production and timely delivery of large orders
  • Supported wait staff in delivery of premier service
  • Lead Trainer - Developed training materials and course of study to ensure that new hires were prepared and knowledgeable.
  • Acted as Interim Coordinator of Catering booking food for multiple special events and lunches provided by Pharmacy Representatives.
  • Managed approximately 10 large orders and incoming calls while also providing back up team during peak volume periods.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Optimized daily workflow to achieve quality and productivity goals.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Boosted team morale with regular recognition of accomplishments and fostering a positive atmosphere.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Supported new hires during onboarding process, providing guidance and resources needed for success in their roles.
  • Adapted swiftly to organizational changes while guiding employees through transitions effectively, minimizing disruption to workflow.
  • Reduced employee turnover by creating a supportive work environment and addressing concerns promptly.

Writing Tutor (University Writing Center)

University of Houston Clear Lake
01.2004 - 01.2006
  • Tutored junior and senior level university students in planning, writing, editing and completion of writing assignments including essays, themes, and technical documentation
  • Continually researched current methods of documentation and grammatical updates to provide superior instruction to clients
  • Assisted students who were non-native speakers of English in learning proper grammatical and stylistic skills necessary for successful writing in English on University level.
  • On average shift worked with at least 9 to 13 students on projects that they needed to complete, 5-7 Online requests for assistance, acted as reception and responded to email and calls as needed.
  • Collaborated with fellow tutors to share resources, strategies, and best practices for effective tutoring sessions.
  • Guided students through brainstorming exercises to generate innovative ideas for written assignments or projects.
  • Promoted active listening skills by asking open-ended questions during tutoring sessions to gauge comprehension levels accurately.
  • Enhanced student writing skills by providing individualized feedback and guidance on essays and assignments.
  • Served as a resource for referencing guidelines across various academic disciplines ensuring consistency within final drafts of papers or assignments submitted by tutees.
  • Improved overall readability of papers through careful revision focusing on clarity of expression combined with compelling language choices.
  • Leveraged technology to accelerate learning by proving students with easy-to-access information.
  • Established trust with students by creating a welcoming atmosphere that values mutual respect, patience, and empathy during all interactions.
  • Assisted students in understanding complex grammatical rules and proper sentence structure for clearer communication.
  • Enabled non-native English speakers to overcome linguistic barriers by offering tailored instruction on grammar principles and vocabulary acquisition.
  • Designed handouts and educational materials to help students improve writing skills.
  • Tutored diverse groups of students to strengthen subject comprehension, boost confidence and build important learning skills.
  • Provided constructive criticism while maintaining a supportive environment to foster growth in students'' writing abilities.

Education

B.A. in History - Focused on Research and Writing

University of Houston Clear Lake
Houston, TX 77062
12.2006

Associate of Applied Science - Design and repair of computer systems and circuitry

Microcomputer Technology Institute
Friendswood
12.1994

Some College (No Degree) - Human Resources

Academy To Innovate Human Resources
Online

Skills

  • Office Administration
  • Administration and Reporting
  • Brand Management
  • Team Development
  • Interpersonal Relations
  • Onboarding and Orientation
  • Work Planning and Prioritization
  • Performance Management
  • Teamwork and Collaboration
  • Customer service understanding
  • Leading Team Meetings
  • Scheduling and Coordinating
  • Idea Development and Brainstorming

Certification

  • DE&I Certification Training - January 24
  • L&D Certification. February 24
  • Organizational Design. February 24
  • 136. Hours of Added Education via Webinars all focused on Learning and Development.
  • Working on Certificate in Strategic Succession Planning

Timeline

Senior Homeowner Support Manager/ Expert Assist Specialist/ Homeowner Experience Account Manager/Onboarding

TurnKey Vacation Rentals/Vacasa
01.2017 - Current

Complex Group Sales Manager/ Meeting Services Manager

Wyndham Hotel Group
01.2010 - 01.2017

On-Site Conference Manager

Gordon Research Conferences
01.2010 - 01.2017

Catering and Delivery Department, Key Employee (Supervisor)

Zio's Italian Kitchen
01.2007 - 01.2009

Writing Tutor (University Writing Center)

University of Houston Clear Lake
01.2004 - 01.2006

B.A. in History - Focused on Research and Writing

University of Houston Clear Lake

Associate of Applied Science - Design and repair of computer systems and circuitry

Microcomputer Technology Institute

Some College (No Degree) - Human Resources

Academy To Innovate Human Resources

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Kasey Morales