Kerri A. LeBeau
11 Spring Rock Rd. East Lyme
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
32
32
years of professional experience
Work History
Director of Member Services
DGG Properties, DBA Water's Edge Resort And Spa
05.1997 - Current
- Responsible for approximately 10,000 timeshare members including vacation week reservations, RCI and Interval International exchange guests, verification reports for exchanges, owner rentals, owner commissions, new owner orientation, resort staff training on the vacation club industry.
- Assisting with delinquencies and foreclosures and writing deeds.
- Enhanced member satisfaction by implementing personalized service strategies and addressing individual needs.
- Streamlined communication processes for improved member engagement and increased retention rates.
- Maintained customer records by updating account information.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Evaluated member feedback to identify areas for improvement and implemented necessary changes accordingly.
- Overhauled existing policies and procedures to align with industry best practices, enhancing overall service quality standards.
- LIaison between the Resort and the Vacation Club.
Board of Directors Officer
DGG Properties, DBA Water's Edge Vacation Assoc.
10.1999 - Current
- Established clear expectations for board member responsibilities, increasing effectiveness in decision-making processes.
- Contributed valuable insights regarding industry trends during board discussions, enabling informed strategic decision making.
- Assisted with identifying and recruiting other board members, successfully recruiting 10 board members over several years.
- Enhanced communication between board members and owners by organizing regular meetings and distributing informative newsletters.
- Successfully resolved disputes among homeowners by mediating conflicts and finding mutually beneficial solutions.
- Maintained a well-organized record system for all HOA documents, ensuring easy access to crucial information for board members and residents.
- Optimized budget allocation by closely monitoring expenses and identifying areas for cost reduction.
- Safeguarded the financial stability of the association by diligently collecting dues from homeowners and pursuing delinquent accounts when necessary.
- Supervised the development of comprehensive reserve studies to guide long-term financial planning for capital improvements within the community.
- Addressed and quickly resolved owner complaints with speedy and knowledgeable support.
Property Manager
DGG Properties, DBA Graniteville Apartments
01.2022 - Current
- Responsible for leasing and managing a newly opened, 53 unit complex, purchase by the Resort Ownership.
- Self taught use of property management software to create a lease, send applications, approve tenants, move ins, rental and security deposit postings, move outs and refund of security
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Monitored market trends closely, adjusting rental rates accordingly to remain competitive within the regional market landscape.
Vacation Rental Manager
DGG Properties, DBA Orchard Hill Estate
03.2022 - Current
- Maximized rental bookings by implementing strategic pricing and marketing techniques.
- Increased guest satisfaction through prompt communication and attentiveness to their needs.
- Managed property maintenance, ensuring a comfortable and safe environment for guests.
- Streamlined booking processes, resulting in increased efficiency and time savings.
- Developed comprehensive property listings with detailed descriptions and high-quality photos, attracting potential renters.
- Provided exceptional customer service, resulting in repeat bookings and positive reviews from guests.
- Conducted regular property inspections to identify issues requiring attention or repair, ensuring guest safety, comfort, and overall satisfaction.
- Updated online calendars frequently to reflect current availability accurately and prevent double bookings or miscommunications.
Front Office Manager
Water's Edge Resort And Spa
07.1994 - 07.1997
- Hybrid hotel consisting of hotel rooms and timeshare units
- Quickly learned and executed timeshare reservations and protocol for servicing this client base
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed daily room inventory to maximize occupancy rates and revenue generation using yield managment.
- Implemented staff training programs, improving employee performance and team cohesion.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Coordinated special events bookings with event planning teams for smooth execution of functions held at the hotel premises.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Proficient at installing new property management systems at a variety of hotels.
Front Office Manager
Radisson Hotel
08.1993 - 07.1994
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Oversaw front office associates, including night audit and valet service.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Installed 2 property management systems successfully and trained staff.
- Executed a guest satisfaction program resulting in increased positive reviews highlighting a commitment to enhancing customer experiences
Front Office Manager
Clarion Suites Inn
01.1993 - 06.1993
- After successfully opening and filling the Clarion Suites Inn to capacity, voluntarily moved over to the front office manager position to fully understand the operations side of a hotel and to become more well rounded.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Hired and trained new front desk staff members, improving overall team performance and knowledge.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Coordinated with sales department on group bookings, ensuring seamless communication between departments for optimal client experience.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Director of Sales and Catering
Clarion Suites Inn
02.1992 - 01.1993
- Successfully opened a brand new, all suite property prior to the conclusion of construction
- Cold called hundreds of local businesses to establish hotel needs as well as meeting space.
- Achieved full occupancy on opening day by establishing relationships with area businesses over the course of two months while giving hard hat tours.
- Designed and developed all marketing collateral
- Increased sales revenue by developing and implementing strategic plans and setting performance goals for the sales team.
- Established strong partnerships with industry influencers to expand brand recognition and drive business growth.
- Managed team of sales representatives, providing guidance, coaching and support.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Consistently serviced accounts to maintain active contacts and continuously promote profitable offerings.
- Responsible for directing and supervising the banquet manager as well as the entire catering team
Education
Bachelor of Arts - Communication Disorders
University of Connecticut
Storrs, CTSkills
- Performance Analysis
- Guest Relations Management
- Revenue Management
- Effective Communication
- Property Management Expertise
- Organizational Skills
- Problem Solving
- Resourcefulness
- Customer Service Excellence
- Software Proficiency
- Team Leadership
- Affordable Housing Programs Knowledge
Timeline
Vacation Rental Manager
DGG Properties, DBA Orchard Hill Estate
03.2022 - Current
Property Manager
DGG Properties, DBA Graniteville Apartments
01.2022 - Current
Board of Directors Officer
DGG Properties, DBA Water's Edge Vacation Assoc.
10.1999 - Current
Director of Member Services
DGG Properties, DBA Water's Edge Resort And Spa
05.1997 - Current
Front Office Manager
Water's Edge Resort And Spa
07.1994 - 07.1997
Front Office Manager
Radisson Hotel
08.1993 - 07.1994
Front Office Manager
Clarion Suites Inn
01.1993 - 06.1993
Director of Sales and Catering
Clarion Suites Inn
02.1992 - 01.1993
Bachelor of Arts - Communication Disorders
University of Connecticut
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