Summary
Overview
Work History
Education
Skills
World of Hyatt Specialist
Timeline
Generic

Kiara Springer

Miami

Summary

Results-driven professional with a proven track record of supporting daily operations, optimizing workflows, and leading high-performing teams. Highly organized and detail-oriented with the ability to quickly adapt in fast-paced environments. Recognized for strong problem-solving skills, proactive leadership, and a commitment to delivering exceptional guest experiences. Adept at streamlining processes, improving staff performance, and resolving challenges with efficiency and professionalism.

Overview

10
10
years of professional experience

Work History

Assistant General Manager (AGM)

Hyatt-Miami, FL
01.2024 - Current
  • Oversaw daily business operations, ensuring smooth workflow across departments including housekeeping, maintenance, F&B, and sales.
  • Recruited, trained, and mentored staff; improved retention through engagement and professional development initiatives.
  • Created and managed employee schedules to optimize staffing and control labor costs.
  • Fostered vendor relationships, negotiated favorable contracts, and processed hotel invoice payments.
  • Maintained accurate records and managed inventory to reduce waste and improve availability.
  • Led onboarding and developed comprehensive training programs to streamline new hire integration.
  • Collaborated with finance on budget planning, expense tracking, and end-of-month reports including P&L, ledgers, tax exemptions, and inventory.
  • Communicated with the Regional VP to ensure compliance with corporate and regulatory standards.
  • Implemented new technologies and communication systems to enhance operational efficiency and cross-department collaboration.
  • Analyzed financial and customer feedback data to drive cost savings and revenue growth.

Front Desk Supervisor

Hyatt Place Miami Airport- East
07.2022 - 01.2024
  • Trained and mentored staff on customer service excellence and operational procedures.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
  • Coordinated with housekeeping and maintenance teams to maintain high standards of facility readiness.
  • Developed training materials for new hires, fostering a knowledgeable and competent team environment.

Front Desk Agent

Hyatt-Miami, FL
07.2021 - 07.2022
  • Managed front desk operations, ensuring efficient guest check-in and check-out processes.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Oversaw daily cash handling procedures, ensuring accuracy in financial transactions.
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.

Customer Retention Specialist

AT&T-Sunrise, FL
06.2018 - 02.2020
  • Specialized in retaining existing customers by addressing concerns, resolving service issues, and offering personalized solutions.
  • Consistently met or exceeded monthly retention goals by de-escalating calls and delivering value-driven offers to reduce churn.
  • Educated customers on service features, billing, and plan benefits to maximize satisfaction and loyalty.
  • Handled high-volume inbound and outbound calls in a fast-paced environment, maintaining professionalism and empathy.
  • Used CRM tools to track customer interactions, follow up on unresolved issues, and identify trends for proactive outreach.
  • Collaborated with technical support, billing, and sales departments to ensure seamless resolution of complex concerns.
  • Contributed to team success through knowledge sharing, peer coaching, and participation in continuous improvement initiatives.

Engagement Specialist

STARTEK-Lynchburg, VA
11.2016 - 11.2017
  • Provided high-quality customer support via phone, chat, and email for order placement, delivery issues, and account inquiries.
  • Resolved customer concerns with empathy and efficiency, ensuring timely solutions and maintaining satisfaction metrics.
  • Collaborated with restaurants and delivery drivers to troubleshoot real-time issues and coordinate successful order fulfillment.
  • Utilized CRM and order management systems to document interactions and follow up on escalated cases.
  • Maintained in-depth knowledge of platform policies, promotions, and services to accurately inform customers.
  • Consistently met or exceeded performance targets for call handling time, resolution rate, and customer satisfaction scores.
  • Adapted to a fast-paced, high-volume environment while maintaining professionalism and accuracy.

Cashier

Chick-fil-A-Colonial Heights, VA
10.2015 - 07.2016
  • Delivered exceptional customer service by greeting guests warmly, managing wait times, and ensuring a welcoming dining experience.
  • Handled guest inquiries and concerns with professionalism and efficiency, helping to maintain high satisfaction scores.
  • Coordinated with front-of-house and kitchen teams to ensure smooth flow of service during peak hours.
  • Maintained cleanliness and organization of the front lobby area in accordance with brand standards.
  • Supported mobile and in-store order accuracy, including dine-in, carry-out, and curbside services.
  • Assisted with opening and closing duties, ensuring readiness for daily operations.
  • Promoted a positive atmosphere through friendly communication and a guest-first attitude, consistent with Chick-fil-A’s hospitality values.

Education

High school or equivalent -

Lake Minneola High School
Minneola, FL
01.2015

Skills

  • OPERA
  • CRM Software
  • Salesforce
  • Colleague Advantage
  • Reserve
  • Inventory & Cost Control
  • Team Scheduling & Labor Management
  • P&L and Revenue Analysis
  • Employee Engagement & Retention Strategies
  • Guest Services & Satisfaction
  • Staff Leadership & Training
  • Cross-Department Coordination

World of Hyatt Specialist

  • Engaging colleagues to improve and promote the loyalty experience
  • Leading World of Hyatt initiatives within the hotel, such as Elite Customer Service, Enrollment Success Rate and required training
  • Supporting our purpose as it relates to members and facilitating meaningful experiences at the hotel
  • Building a relationship with the Corporate Loyalty team and other World of Hyatt Specialists

Timeline

Assistant General Manager (AGM)

Hyatt-Miami, FL
01.2024 - Current

Front Desk Supervisor

Hyatt Place Miami Airport- East
07.2022 - 01.2024

Front Desk Agent

Hyatt-Miami, FL
07.2021 - 07.2022

Customer Retention Specialist

AT&T-Sunrise, FL
06.2018 - 02.2020

Engagement Specialist

STARTEK-Lynchburg, VA
11.2016 - 11.2017

Cashier

Chick-fil-A-Colonial Heights, VA
10.2015 - 07.2016

High school or equivalent -

Lake Minneola High School

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