Kayla Smith
Lima,OH
Summary
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
1
1
Certification
16
16
years of professional experience
Work History
General Manager
Home2 Suites Hilton Lima
Lima, OH
02.2025 - Current
- Directed daily operations ensuring exceptional guest experiences and service quality.
- Developed and implemented strategies to increase sales and profitability.
- Implemented cost control measures to optimize budget management and increase profitability.
- Led staff recruitment, training, and performance evaluations to enhance team effectiveness.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Analyzed guest feedback to identify areas for improvement in service delivery.
- Oversaw facility maintenance programs ensuring compliance with health and safety regulations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
Front Office Manager
Home2 Suites Hilton Lima
Lima, OH
10.2024 - 02.2025
- Managed front office operations, ensuring seamless guest check-in and check-out processes.
- Supervised and trained front desk staff, enhancing service quality and team performance.
- Developed guest satisfaction initiatives, improving overall ratings and feedback scores.
- Coordinated with housekeeping to maintain high standards of cleanliness and room readiness.
- Streamlined communication between departments to enhance operational efficiency and service delivery.
- Analyzed front office workflows, identifying opportunities for process improvements and time savings.
- Implemented inventory control measures for supplies, optimizing cost-effectiveness and resource management.
Customer Care Specialist
Girl Scouts of Western Ohio
Lima, OH
08.2024 - 10.2024
- Provided customer care by answering phones and resolving customer inquiries. Maintained databases and spreadsheets for troops, customers, and employees to ensure accurate records. Providing retail coverage and assisting in sales of Girl Scout attire. Opening and closing the building, bank processes and assorting mail.
- Resolved customer inquiries and concerns efficiently through multiple communication channels.
- Developed training materials to enhance team knowledge on product offerings and services.
- Collaborated with cross-functional teams to streamline support processes and improve customer satisfaction.
Front Desk Clerk
TownePlace Suites Marriot Hotel
Lima, OH
07.2024 - 10.2024
- Represented the first point of contact with guests and handled all stages of a guest's stay. Registered and booked guests in and out of their rooms, while accommodating any special requests. Determined the nature of calls and responded to them appropriately or directed them in the correct direction. Liaised between guests and staff to ensure clear communication and address inquiries promptly. Processed reservations and managed no-show and cancellation charges efficiently, ensuring accurate billing. Supported operations during high work volumes and short staffing. Facilitated professional communication with a diverse population, enhancing guest satisfaction and experience.
- Managed guest check-ins and check-outs efficiently, enhancing overall customer satisfaction.
- Addressed guest inquiries and resolved issues promptly, fostering a welcoming environment.
- Coordinated reservations using property management systems to optimize occupancy rates.
Customer Service Representative
FXI
Spencerville, OH
01.2024 - 06.2024
- Answered incoming telephone calls promptly. Submitted customer orders to processing department. Added orders to trucking schedules to coordinate efficient deliveries. Process orders to correct departments and to trucking facilities.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Managed high-volume call operations while maintaining service level agreements.
- Collaborated with team members to enhance customer satisfaction and resolve escalated issues.
Customer Service Representative
Essilor Luxottica
Mason, OH
05.2022 - 06.2023
- Responded to customer complaints and queries, built relationships with customers, and notified customers of promotions and discounts.
USPS Clerk
United States Postal Service
Lima, OH
02.2021 - 10.2022
- Maintained professional and effective public relations with customers, required a general familiarity with postal laws, regulations, products and geography of the area. Participated in team meetings. Handled mail and packages in accordance with the Privacy Act. Managed electronic scanning points. Set priorities and deadlines to have mail delivered. Adjusted mail sequence to meet customer and team needs.
Assistant Front Desk Manager
Wingate by Wyndham
Lima, OH
01.2011 - 02.2021
- Represented the first point of contact with guests and handled all stages of a guest's stay. Registered and booked guests in and out of their rooms, while accommodating any special requests. Determined the nature of calls and responded to them appropriately or directed them in the correct direction. Acted as a liaison between all guest and staff members. Participated in morning staff meetings. Set deadlines and prioritized sales agreements and events. Processed free night stay transfers from hotel to hotel. Processed reservations, input no-show charges and cancellation charges. Managed and prioritized room waiting list. Assisted during high work volumes and short staffing times. Maintained a professional communication process with a diverse population.
Claims Adjuster
GEICO
Indianapolis, IN
08.2019 - 01.2020
- Inspect property damage or personal injury claims to determine how much the insurance company should pay for the loss. Interview the claimant and witnesses, inspect the property, and do additional research, such as look at police reports.
PSE Mail Processing Clerk
United States Postal Service
Middleburg Heights, OH
08.2018 - 10.2018
- Maintained professional and effective public relations with customers, required a general familiarity with postal laws, regulations, products and geography of the area. Participated in team meetings. Handled mail and packages in accordance with the Privacy Act. Managed electronic scanning points. Set priorities and deadlines to have mail delivered. Adjusted mail sequence to meet customer and team needs.
City Carrier Assistant
United States Postal Service
Lima, OH
03.2018 - 07.2018
- Delivered and collected mail on foot or by vehicle under varying road and weather conditions in a prescribed area. Maintained professional and effective public relations with customers, required a general familiarity with postal laws, regulations, products and geography of the area. Participated in team meetings. Handled mail and packages in accordance with the Privacy Act. Managed electronic scanning points. Set priorities and deadlines to have mail delivered. Adjusted mail sequence to meet customer and team needs.
Phlebotomist
Lima Memorial Health System
Lima, OH
10.2015 - 01.2017
- Followed infection-control and safety procedures in carrying out daily phlebotomy functions. Prepared blood-collecting equipment, blood draws, and safely stored and transported samples. Built trust and minimized patient discomfort during procedures while efficiently collecting blood/urine specimens. Responded to traumas and codes. Acted as a liaison between lab staff and patients. Handled patient information according to the HIPAA Laws. Set deadlines for morning blood draws. Adjusted and managed work flow according to patient and lab needs. Processed patient information into software for scheduling and registration. Aided, covered and supported staff during high work volumes and shorted of personnel. Effectively explained and communicated with patients about registration and procedures.
Education
Phlebotomy - Phlebotomy
James A Rhodes State College
Lima, OH10-2015
Cosmetology
Ohio State Beauty Academy
05-2012
Skills
- Microsoft Word, Excel and Powerpoint (10 years)
- Scheduling
- Training
- Management
- Sales
- Phlebotomy
- Word Processing
- HIPAA
- Laboratory Experience
- Administrative experience
- Clerical experience
- Venipuncture
- Patient Care
- Office Management
- Phone Etiquette
- Computer Operation
- Office management
- Customer service
- Typing
- Financial services
- Hospitality
- Front desk
- Communication skills
- Organizational skills
- Stocking
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Effective leader
- Staff management
- Customer relations
- Staff training/development
Certification
Phlebotomy, Present, Driver's License, Certified Phlebotomy Technician
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
Timeline
General Manager
Home2 Suites Hilton Lima
02.2025 - Current
Front Office Manager
Home2 Suites Hilton Lima
10.2024 - 02.2025
Customer Care Specialist
Girl Scouts of Western Ohio
08.2024 - 10.2024
Front Desk Clerk
TownePlace Suites Marriot Hotel
07.2024 - 10.2024
Customer Service Representative
FXI
01.2024 - 06.2024
Customer Service Representative
Essilor Luxottica
05.2022 - 06.2023
USPS Clerk
United States Postal Service
02.2021 - 10.2022
Claims Adjuster
GEICO
08.2019 - 01.2020
PSE Mail Processing Clerk
United States Postal Service
08.2018 - 10.2018
City Carrier Assistant
United States Postal Service
03.2018 - 07.2018
Phlebotomist
Lima Memorial Health System
10.2015 - 01.2017
Assistant Front Desk Manager
Wingate by Wyndham
01.2011 - 02.2021
Cosmetology
Ohio State Beauty Academy
Phlebotomy - Phlebotomy
James A Rhodes State College