Kelly Sealander
Clermont,FL
Summary
Proven dynamic leader with a track record of consistently enhancing guest satisfaction and streamlining operations for optimal efficiency. Proficient in Excel and effective in communication, enabling successful management of multiple tasks with a positive attitude. Strong commitment to quality and client retention has resulted in significant growth in company performance.
Overview
20
20
years of professional experience
Work History
Guest Service Manager
Orlando Health South Lake
01.2024 - Current
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Streamlined guest services operations for improved efficiency, utilizing strong organizational skills.
- Oversaw lobby operations and concierge services.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Understood and implemented safety and emergency procedures.
Patient Services Representative (CSR)
Southwest Spine and Pain
09.2023 - 01.2024
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Increased efficiency of office operations through proper management of medical records and filing systems.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Balanced deposits and credit card payments each day.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
Assistant General Manager
Towneplace Suites by Marriott
06.2022 - 09.2023
- Executed timely payroll management with accuracy.
- Oversaw functions of Front Office, Kitchen and Back of the House departments.
- Manage accounts receivable operations.
- Contributed to company expansion by realizing profit objectives.
- Ensured hospitality standards were upheld.
- Promoted understanding within the team by setting clear communication standards.
- Conducted candidate interviews.
- Established optimized scheduling routines.
- Monitored and managed payroll activities within budget limits.
Assistant General Manager
TownePlace Suites by Marriott
05.2019 - 06.2022
- Supervised performance and efficiency within Front Office, Kitchen, and Back of House departments.
- Ensured all bank deposits were processed correctly.
- Demonstrated exceptional company success.
- Created strategies to achieve revenue targets.
- Manage operational activities according to company standards.
- Fostered atmosphere dedicated to superior guest satisfaction and product quality.
- Implemented superior performance criteria for team members.
- Created and sustained clear goals for the team.
- Hired and integrated team members efficiently.
- Ensured payroll processing adhered to budget constraints.
Assistant General Manager
Residence Inn by Marriott
04.2018 - 05.2019
- Contributed to foundation establishment of the newly opened hotel.
- Processed payroll and maintained budget compliance.
- Coordinated functions within kitchen, front office and back of house areas.
- Prepared daily reports, packets, bank deposits and A/R processing
- Achieves significant growth in overall hotel performance.
- Ensure compliance with brand guidelines for a welcoming guest experience.
- Catered to the requirements of Extended Stay Guests and Marriott Reward Members.
- Maintained clear and effective communication with team members.
- Conducted interviews, selected candidates and facilitated onboarding.
- Managed time schedules efficiently.
- Responsible for ordering supplies for hotel.
Assistant General Manager/Bistro Manager
Courtyard by Marriott
05.2014 - 04.2018
- Provided outstanding customer assistance.
- Ensured accurate payroll processing.
- Ensured guest arrivals and departures met hotel standards.
- Prepared daily financial report packets.
- Oversaw operations at the front desk and surrounding service stations.
- Collaborated with various departments to maintain high customer service standards.
- Handled and served food and alcohol items following state policies.
- Effectively managed numerous tasks concurrently.
- Handled accounts receivable processing efficiently.
- Coordinate tasks across front desk, Bistro, and housekeeping sections.
- Oversaw purchasing operations for hospitality items.
- Efficiently managed daily work schedules.
- Launched new hotel in May 2014.
- Joined the team responsible for opening the Sedona, AZ Courtyard.
Assistant Spa Supervisor
Sundance Resort
11.2013 - 08.2014
- Maintain operational efficiency of front desk.
- Provided exceptional service standards at Sundance and the Spa.
- Created a welcoming environment that promotes safety and relaxation.
- Ensured compliance with resort policies and applicable laws.
- Hired and onboarded new staff members.
- Monitored adherence to spa protocols and policies.
- Demonstrate comprehensive knowledge of job and products to promote amenities and services.
- Qualified as a certified Master Esthetician.
- Discussed customer feedback and solutions with the management team.
- Set high standards for tidiness and order in the spa area.
Customer Service Associate
Springhill Suites, Courtyard by Marriott
03.2005 - 05.2014
- Ensured high levels of customer satisfaction.
- Managed check-in and check-out procedures seamlessly.
- Earned several personal accolades acknowledging top-tier service.
- Operated all service areas seamlessly.
- Contributed to successful hotel opening.
Education
Licensed Master Esthetician -
National Institute of Medical Aesthetics
South Jordan, UT09.2013
Associates Degree - Tourism And Travel Management
Dixie State College
Saint George, UT05.1996
High school or equivalent -
Uintah High School
Vernal, UT05.1993
Skills
- Proficient in Managing Multiple Tasks
- Positive Attitude
- Effective Communicator
- Commitment to Quality
- Proficient in Front End and Back End Software
- Experienced in Excel
- Experienced in Word
- Experienced in Outlook
- Proficient in Service Excellence
- Client relations
- Client retention
References
Professional References Available Upon Request
Relatedskillsandqualifications
- Multitasker, warm personality, excellent communicator, constant drive for excellence
- Very adaptable to multiple front end and back end internal software programs
- Experienced in Excel, Word and Outlook
- Excellent customer service skills; specifically in client relations and retention
Timeline
Guest Service Manager
Orlando Health South Lake
01.2024 - Current
Patient Services Representative (CSR)
Southwest Spine and Pain
09.2023 - 01.2024
Assistant General Manager
Towneplace Suites by Marriott
06.2022 - 09.2023
Assistant General Manager
TownePlace Suites by Marriott
05.2019 - 06.2022
Assistant General Manager
Residence Inn by Marriott
04.2018 - 05.2019
Assistant General Manager/Bistro Manager
Courtyard by Marriott
05.2014 - 04.2018
Assistant Spa Supervisor
Sundance Resort
11.2013 - 08.2014
Customer Service Associate
Springhill Suites, Courtyard by Marriott
03.2005 - 05.2014
Licensed Master Esthetician -
National Institute of Medical Aesthetics
High school or equivalent -
Uintah High School
Associates Degree - Tourism And Travel Management
Dixie State College
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