Summary
Overview
Work History
Education
Skills
Education Certifications
Timeline
Generic

Kayla Kropinak

Winter Garden,FL

Summary

Motivated professional skilled in coordinating guest services and managing multiple tasks across various areas. Proven expertise in conflict resolution, team coordination, and customer support. Highly organized and detail-oriented, excelling in fast-paced environments.

Overview

10
10
years of professional experience

Work History

Assistant Front Office Manager

DoubleTree by Universal - Aimbridge Hospitality
Orlando, FL
04.2024 - 06.2025
  • Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
  • Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
  • Enforced safety regulations among front office staff members.
  • Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
  • Assisted guests with reservation changes or cancellations as needed.
  • Ensured that all staff members were properly trained on hotel policies and procedures.
  • Monitored front desk staff performance, ensuring adherence to company standards.
  • Provided leadership by setting an example for other employees to follow.
  • Investigated customer complaints and took corrective action when necessary.
  • Coordinated room assignments, check-in and check-out processes and other guest services activities.
  • Responded promptly to customer inquiries via telephone or email.
  • Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
  • Developed strategies for improving customer satisfaction ratings.
  • Reported potential safety issues with facility, operational procedures or staff behaviors to protect guests and personnel while minimizing legal liability.
  • Coached and counseled employees to enhance performance and eliminate process lags.
  • Orchestrated staff meetings to maintain open communication and quickly address concerns.
  • Conducted staff performance evaluations to monitor progress and individual skills.

Assistant General Manager

Hilton Homewood Suites - StepStone Hospitality
Orlando, FL
09.2022 - 04.2024
  • Supported General Manager in daily operations across Front Desk, Housekeeping, Food and Beverage, and Maintenance.
  • Resolved customer complaints in a timely manner while maintaining a professional demeanor.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Monitored inventory levels and placed orders for new stock as needed.
  • Ensured that customer service standards were met or exceeded at all times.
  • Provided training, guidance, and support to staff members on proper procedures and policies.
  • Prepared weekly schedules for staff members based on their availability.
  • Ensured compliance with company policies, procedures, and regulations.
  • Addressed guest inquiries, concerns, and complaints promptly and professionally to enhance satisfaction.
  • Supervised hotel staff, overseeing hiring, training, scheduling, and performance management processes.
  • Fostered positive work environment through teamwork and collaboration initiatives.
  • Participated in community events to strengthen local relations and enhance hotel reputation.

Area Accounts Payable Manager

Hilton Homewood Suites - StepStone Hospitality
Orlando, FL
08.2020 - 09.2022
  • Oversaw financial transactions, records, and reporting for three hotels.
  • Created detailed reports on aging payables, vendor payments, cash disbursements.
  • Researched discrepancies while reconciling monthly statements from vendors and suppliers.
  • Ensured all payments were made in accordance with contract terms and conditions.
  • Assisted external auditors during year-end audit process by providing required documentation.

Front Desk Agent

Hilton Homewood Suites - StepStone Hospitality
Orlando, FL
05.2019 - 03.2020
  • Ensured positive guest experiences throughout entire stays.
  • Managed cash drawer responsibly throughout shift.
  • Served as primary point of contact during check-in and check-out processes.
  • Managed reservations and room assignments to optimize guest satisfaction.
  • Provided exceptional customer service, offering local area recommendations.
  • Handled incoming calls and administrative duties, maintaining front desk organization.
  • Maintained cleanliness of lobby area at all times.
  • Monitored security cameras in lobby area as needed.
  • Inputted guest information into computer system accurately and securely.
  • Resolved customer complaints promptly and courteously.
  • Fostered strong guest relations, enhancing service through upselling additional amenities.

Team Leader

7-Eleven
Windermere, FL
02.2018 - 07.2019
  • Oversaw daily operations, including procedures, cash handling, and inventory management.
  • Supervised and led team of attendants and employees to achieve operational excellence.
  • Performed administrative tasks and ensured accurate merchandising and pricing of products.

Swing Manager

McDonald’s
Lake Buena Vista, FL
05.2015 - 12.2017
  • Managed, trained, and assigned duties and responsibilities to employees based on operational needs.
  • Resolved customer complaints in a professional manner while upholding company standards.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Executed financial activities including cash handling, deposit preparation, and payroll processing.

Education

Associate of Business Administration -

Valencia College
Orlando, FL
12.2022

Medical Assistant -

Florida Technical College
Kissimmee, FL
07.2017

GED -

CTAE
Ocala, FL
05.2011

Skills

  • Proficient in OnQ, OnQ R&I, PEP, M3, and ProfitSage
  • Hotel operations, including QA audits, safety compliance, deposit handling, training, team member development, scheduling, and performance evaluations
  • Maintained inventory by ensuring each department had enough inventory to successfully run operations while staying within budget
  • Accounts payable, account reconciliation, maintaining positive relations with vendors, invoice processing, maintaining monthly expenses, petty cash, and month-end closeout
  • Adaptability to change

Education Certifications

  • Business Studies, Valencia College, Orlando, FL, 12/01/20, 12/31/22
  • Medical Assistant, Florida Technical College, Kissimmee, FL, 07/01/17
  • CPR Certified, American Heart Association, 10/31/24
  • CTAE High School GED, Ocala High School, Ocala, FL, 05/01/11

Timeline

Assistant Front Office Manager

DoubleTree by Universal - Aimbridge Hospitality
04.2024 - 06.2025

Assistant General Manager

Hilton Homewood Suites - StepStone Hospitality
09.2022 - 04.2024

Area Accounts Payable Manager

Hilton Homewood Suites - StepStone Hospitality
08.2020 - 09.2022

Front Desk Agent

Hilton Homewood Suites - StepStone Hospitality
05.2019 - 03.2020

Team Leader

7-Eleven
02.2018 - 07.2019

Swing Manager

McDonald’s
05.2015 - 12.2017

Associate of Business Administration -

Valencia College

Medical Assistant -

Florida Technical College

GED -

CTAE

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