Kimberley Fleenor
Rockford,TN
Summary
Dynamic leader with a proven track record at Summit Hospitality Group Ltd., adept in operations management and customer relationship management. Excelled in executing strategic cost-saving initiatives, reducing expenses by enhancing efficiency, and transforming customer complaints into loyalty through exceptional problem resolution. Skilled in team building and vendor relations, consistently exceeding performance goals.
Dedicated Industry professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
Work History
General Manager
Summit Hospitality Group Ltd.
11.2013 - Current
- Executed strategic cost-saving initiatives, minimizing overhead expenses while maintaining service standards.
- Resolved customer complaints and feedback promptly, converting unhappy clients to loyal customers.
- Coordinated shift schedules based on customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Negotiated agreements that lowered expenses while boosting profits.
Front Desk Agent
Summit Hospitality/Baba Enterprise
06.2012 - 11.2013
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
Head Housekeeping Supervisor
Summit Hospitality/Baba Enterprise
01.2012 - 06.2012
- Ensured compliance with brand standards by regularly updating guidelines and reinforcing adherence amongst staff members.
- Served as liaison between housekeeping staff and hotel management, addressing any concerns or issues that arose in a timely manner.
- Enhanced housekeeping efficiency by implementing updated cleaning procedures and equipment usage techniques.
- Reduced guest complaints by conducting regular room inspections and addressing issues promptly.
Breakfast Attendant
Summit Hospitality/Baba Enterprise
08.2011 - 01.2012
- Adhered to hotel brand standards when preparing meals and maintaining the appearance of the dining area.
- Restocked serving dishes, utensils, and condiments as needed to ensure optimal availability for guests throughout breakfast service hours.
- Set up buffet stations daily, displaying an appealing presentation of food items for guests to enjoy.
- Ensured cleanliness of dining area, maintaining a welcoming environment for guests.
Education
Diploma -
Elizabethton High School
Elizabethton, TN05.1982
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Effective leader
- Team leadership
- Staff management
- Customer relations
- Relationship building
- Inventory control
- Customer relationship management
- Goal setting
- Employee scheduling
- Labor cost controls
- Deadline oriented
- Performance improvement
- Vendor relationships
- Purchasing
- Expense control
- Account management
Timeline
General Manager
Summit Hospitality Group Ltd.
11.2013 - Current
Front Desk Agent
Summit Hospitality/Baba Enterprise
06.2012 - 11.2013
Head Housekeeping Supervisor
Summit Hospitality/Baba Enterprise
01.2012 - 06.2012
Breakfast Attendant
Summit Hospitality/Baba Enterprise
08.2011 - 01.2012
Diploma -
Elizabethton High School
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