Kayley Willetts
Ballston Spa,NY
Summary
I am dedicated and reliable worker with hospitality and management experience from the Hyatt Place in Saratoga, Malta, skilled in inventory oversight and fostering team performance, significantly improved guest satisfaction through meticulous sanitation and proactive staff training. Experienced in budget administration, inventory controls, schedule management and hospitality operations. Supervises staff and offers adequate guidance to complete work before deadlines. Conducts room inspections to confirm completion of cleaning and upkeep to established standards.
Overview
4
4
years of professional experience
Work History
Housekeeping Manager
Hyatt Place
Saratoga, NY
06.2023 - 10.2024
- Monitored employees' work hours to ensure proper staffing levels were maintained at all times.
- Trained, coached and mentored staff on best practices and protocols to secure smooth new program adoption.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- Collaborated with other departments on various projects as needed.
- Ordered cleaning supplies, linens, chemicals, amenities. as needed.
- Developed and implemented housekeeping policies and procedures to ensure efficient operations.
- Managed team of employees, daily progress reports and overall project planning.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Controlled full-cycle household cleaning services, including business development and client relations.
- Established and enforced procedures and work standards, promoting team performance and safety.
Food and Beverage Manager
Hyatt Place
Saratoga, NY
06.2022 - 06.2023
- Maximized revenue and profits of hotel food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.
- Supervised and managed the daily operations of the food and beverage department, including staff scheduling, inventory control, cost management, menu planning and customer service.
- Negotiated contracts with suppliers in order to secure discounts on bulk orders of food items or beverages.
- Resolved customer complaints regarding meal quality or service issues in a timely manner while ensuring satisfaction is achieved.
Front Desk Agent / Front Desk Management
Hyatt Place Hotel
Malta, New York
06.2021 - 06.2023
- Input customer data into reservation software, and make immediate updates to reflect room changes.
- Promoted loyalty by signing customers up for a rewards program, and encouraged repeat stays through exceptional service.
- Drafted and maintained incident reports, daily activity logs, and other documents requested by management.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Handled payment processing, and provided customers with receipts, proper bills, and change.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- I greeted incoming guests warmly, issued room keys, and shared information on policies and amenities.
- Posted charges, updated accounts, and issued bills to departing guests.
- Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Responded to inquiries and room requests made online, by phone, or by email.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns, and developing creative solutions to guest concerns.
- Completed scheduled inventory counts and supply audits to track shrinkage and inform purchasing decisions.
- Worked with supervisors and team members to understand supply needs, and bring levels within desired tolerances.
- Trained in all departments with quick learning and accurate outcomes.
Customer Service Associate
Bowtie Cinemas
Saratoga Springs, New York
01.2021 - 03.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
Education
Bachelor of Science - Specified in Accounting
SUNY Plattsburgh
Plattsburgh, NY05.2023
Associate of Applied Science - Specified Class in Substance Abuse And Psychology
SUNY Adirondack
Queensbury, NY01.2021
High School Diploma -
Ballston Spa Senior High School
Ballston Spa, NY06.2019
Skills
- Inventory oversight
- Cleaning and sanitation
- Supply inventory management
- Chemical handling
- Data entry
- Scheduling and planning
- Invoice processing
- Oral and written communications
- Administrative skills
- Hospitality services
- Fluent in English and Spanish
Affiliations
Received metal of honor when graduating high school
Received seal of Biliteracy when graduating high school.
Accomplishments
I Graduated High School with a Honors of excellence award as well as 32 college credits from college in the High School classes.
Languages
5
Education
other,false,other,true,other
Timeline
Housekeeping Manager
Hyatt Place
06.2023 - 10.2024
Food and Beverage Manager
Hyatt Place
06.2022 - 06.2023
Front Desk Agent / Front Desk Management
Hyatt Place Hotel
06.2021 - 06.2023
Customer Service Associate
Bowtie Cinemas
01.2021 - 03.2021
Bachelor of Science - Specified in Accounting
SUNY Plattsburgh
Associate of Applied Science - Specified Class in Substance Abuse And Psychology
SUNY Adirondack
High School Diploma -
Ballston Spa Senior High School
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