Kayla Fuce

See prior Job duties entered

Championed the hotel’s success by driving initiatives that enhance guest satisfaction and customer experience management. Led efforts to achieve associate satisfaction and financial objectives while adhering to company standards and enhancing property reputation. Provided strategic leadership to the operations team, promoting a culture of excellence and positioning the hotel as a desirable workplace.

Acts in the position of General Manager on an interim basis at various Extended Stay Hotels to provide interim coverage for the General Manager’s or Hotel Manager’s position. Deployed to perform special task or specific projects within a market or a district. Oversees, directs, and manages property operations of a single property to assure optimum performance and continual improvement in the Key Performance Indicators (GREAT, REACH, DANCE, DRIVE, FRESH, Making it Right, Stop the LEAKS, Safe WATCH and Kai compliance). Coordinates, directs and manages the staff and everyday hotel operations to achieve profitability, guest satisfaction, and efficiency while maintaining standards set by the company assuring 100% guest satisfaction. Participates in hotel sales efforts in compliance with current guidelines for General Managers. Assists in the selection and training of the property manager or property managers within a district. Also assist with recruitment efforts of hotel staff. Should be a Subject Matter Expert in Operations’ databases – Ex: Medallia, ADP, Procurement, ESU, R4$.

• Demonstrates and promotes 100% commitment to providing the best possible experience for our guests and associates through key metrics; NPS, FRESH, GREAT and Making it Right.
• Maximized revenues and controlled expenses to exceed budgeted EBITDA for district.
• Responsible for assisting in driving sales efforts at each hotel including meeting sales lead quotas and under-performing areas.
• Participated in Revenue Triangle, drafting SMART action plans with hotel General Managers to achieve targeted results.
• Participated in site tours and assisted high volume producing accounts.
• Assisted in driving sales efforts at each hotel, including meeting sales lead quotas and addressing under-performing areas.
• Provides oversight of other revenue areas including; in-house rate reviews, rate compliance, labor standard management, room management, cash management, collections, timely receiving of purchase orders for good and service and energy management policy compliance.
• Thorough knowledge and ability to train on Kai ESA.
• Monitored Guest Service results for the district and coached teams to enhance NPS in under-performing areas.
• Resolves escalated guest service issues while actively addressing underlying root cause(s).
• Managed people resources including recruiting, mentoring, training, and conducting performance evaluations.
• Assists each General Manager to promote retention programs, turnover reduction strategies while working to maintain high morale and a professional work environment.
• Encouraged team collaboration and motivation through active participation and support. and exemplifies accessibility.
• Participates in site tours when needed including providing assistance for high volume producing accounts.

• Demonstrates and promotes 100% commitment to providing the best possible experience for our guests
• Resolved all guest-related issues aligning with company goals and objectives, enhancing guest satisfaction.
• Provides training and manages Kai ESA processes while ensuring continuous improvement.
• Ensures the proper recruiting, interviewing, screening, reference checking, and hiring procedures are followed.
• Onboarding and training of new associates including Extended Stay University training course compliance.
• Drives positive work environment through teamwork, leading by example with energy and enthusiasm and recognition.
• Collaborated with District Manager to optimize associate performance through effective coaching, counseling, and consistent enforcement of company policies.
• Led daily team meetings to communicate company updates and identify areas for improvement in hotel performance.
• Provides the team with the necessary tools and supplies to perform their jobs.
• Oversaw PAR level management through daily visual management, preparing for weekly or monthly order cycles and ensuring timely receipt of purchase orders.
• Ensures purchases made are within budget and by approved vendors
• Managed room assignments and availability to ensure optimal guest accommodations. to include keeping all rooms in service.
• Utilizes labor tracker effectively to manage to company labor standard.
• Managed cash operations, including collection of in-house guest balances and direct bill receivables.
• Ensures quality lead generation quotas are achieved.
• Activities include: making sure GSRs collect company names from guests at check-in, mining in-house leads and in-house account maintenance, competitive set surveillance and overall market awareness including new supply and new potential business opportunities.
• Upholds and Enforces ESA standards and policy compliance at the hotel level.

• Supported General Manager to enhance customer loyalty and elevate customer service satisfaction.
• Coached, developed, and trained inexperienced staff to implement the highest standards of customer service and productivity
• Facilitated team meetings to enhance communication and collaboration.
• Assist controlling labor
• Identified and addressed guest complaints and Medallia alerts to improve overall guest experience.
• Ensure all rooms are up to par on cleanliness and maintenance
• Managed accounts receivable processes to ensure timely payments.
• Reporting incident reports
• Compiled and submitted incident reports to document occurrences.
• Conducted safety training meetings to ensure compliance with safety standards and promote a safe working environment.
• Communicating with property specific vendors to ensure up to standards.
• Interviewing and New Hires
• Facilitated the hiring process by interviewing prospective employees.
• Maintaining relationships with all accounts and ensuring returning customers are satisfied

• Answering the phone, processing check in and check-outs of the hotel, problem solving, handling money transactions, anticipating guest's needs, making reservations, explaining and upholding hotel policies, scheduling housekeepers' rooms for cleaning, setting up potential sales opportunities, process the Night Audit and balance folio transactions from the day, training incoming employees and retraining employees in ESA standards
• Delivered exceptional customer service to enhance guest satisfaction and retention.
• Managed reservations and check-ins using property management systems for seamless operations.
• Resolved guest inquiries and complaints promptly, ensuring positive experiences during stays.

• Conducted night audit procedures to ensure accurate financial reporting, checking guest in, explaining and upholding hotel policies, handling money transactions, problem solving, making reservations
• Conducted nightly audits to ensure accurate financial reporting and compliance with hotel policies.
• Reconciled daily transactions, identifying discrepancies and resolving issues promptly.
• Managed guest check-ins and check-outs, providing exceptional customer service during night shifts.

• Organizing, answering phones, filing, mailing, Participated in court appearances to assist with legal documentation. and facilitating documentation needed in court processes, running errands
• Processed and filed legal documents in accordance with court procedures.
• Managed case management system to ensure accurate record-keeping and accessibility.
• Assisted in the preparation of court agendas, ensuring timely distribution to stakeholders.