Kevin Lee
Texas City
Summary
Dynamic Senior Manager with a proven track record, excelling in strategic planning and customer relationship management. Enhanced team performance through targeted talent development and cross-functional collaboration, driving initiatives that significantly improved guest satisfaction and operational efficiency. Recognized for leveraging data-driven decision-making to resolve complex issues effectively.
Overview
19
19
years of professional experience
Work History
Senior Manager, Guest Service
Holiday Inn Club Vacations Galveston
01.2018 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Implemented and developed operational standards, policies and procedures.
- Mentored junior staff members for skill development and career progression within the organization.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Front Office Manager
Silverleaf Resorts
12.2005 - 01.2018
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
Education
Bachelor of Arts - Business Administration
Lamar University
Beaumont, TXHigh School Diploma -
Texas City High
Texas City, TX05-1997
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Data-driven decision making
- Talent development
- Partnership development
- Customer relationship management
Accomplishments
Multi-Leadership Award winner
Wilson Award Winner
Task Force Manager
Certified Trainer
Timeline
Senior Manager, Guest Service
Holiday Inn Club Vacations Galveston
01.2018 - Current
Front Office Manager
Silverleaf Resorts
12.2005 - 01.2018
Bachelor of Arts - Business Administration
Lamar University
High School Diploma -
Texas City High
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