Kimberly Fong
Alpharetta,GA
Summary
Results-driven hospitality leader and operations professional with extensive experience in luxury guest service, front desk leadership, revenue generation, team development, and cross-functional hotel operations. Proven success leading teams, enhancing guest experiences, driving upsell opportunities, coordinating events, and maintaining operational excellence in high-volume environments. Skilled in service recovery, process improvement, financial reporting, compliance, and data-driven decision-making while leveraging industry platforms including PEP, ONQ, Quore, Kipsu, and Microsoft Excel to improve operational efficiency, guest satisfaction, and team performance. Brings a unique foundation in technology, training, HR operations, and business communication, complemented by hands-on experience in software development, database analysis, and international instruction. Founder of AfterHours Ops, an AI-driven hospitality operations platform focused on empowering frontline teams with real-time operational guidance, knowledge support, and smarter after-hours decision-making.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Founder
Afterhours Op
Atlanta
03.2026 - Current
- Designed and prototyped AfterHours Ops, an AI-driven operational support platform created to help hotel teams make real-time decisions during after-hours operations.
- Built operational knowledge frameworks using hotel SOPs, real-world escalation scenarios, and guest service workflows to support AI-guided decision-making.
- Leveraged generative AI tools, workflow prompting, and no-code development platforms to prototype product features, user flows, and knowledge architecture.
- Conducted customer discovery with hotel leaders, gathered operational feedback, and iterated product features based on frontline hospitality challenges.
- Developed brand strategy, product messaging, website content, and go-to-market materials for early adopter outreach.
Guest Service Supervisor
Hilton
Alpharetta, GA
03.2024 - 03.2026
- Built and supported a team of 7 front desk agents through coaching, recognition, operational guidance, and shared accountability—creating a collaborative culture focused on guest satisfaction, accuracy, and continuous growth.
- Created over 200 memorable experiences for guests by anticipating their needs and going above expectations.
- Enhanced guest satisfaction by 10% by promptly addressing concerns and providing effective solutions.
- Supported hotel sales initiatives by delivering personalized upgrade and upsell opportunities to 50+ guests monthly, contributing to increased room revenue, ancillary spend, and enhanced guest satisfaction.
- Successfully booked and executed 5+ revenue-generating events, partnering with sales, operations, and culinary teams to ensure seamless delivery.
- Enhanced guest spaces, amenity experiences, and service touchpoints through creative presentation, personalized details, and cross-department collaboration—elevating both brand experience and guest satisfaction.
Guest Service Agent
Hilton CurioCollections: The Hamilton Hotel
Alpharetta, GA
05.2023 - 05.2024
- Delivered an elevated arrival experience for 50+ daily guests by processing deposits, authorizations, and payments with accuracy while ensuring compliance, security, and seamless check-in procedures.
- Managed guest communications across phone, email, and Kipsu, supporting 100+ in-house guests with reservation changes, service requests, amenity information, and personalized hospitality throughout their stay.
- Collaborated cross-functionally using Microsoft Teams, Microsoft Excel, Quore, and ONQ to coordinate guest needs, operational follow-up, and seamless service from check-in through check-out.
- Analyzed daily occupancy, room rate, and revenue reports while maintaining accurate operational records, supporting leadership decision-making, forecasting, and financial accountability.
- Elevated guest satisfaction and brand standards by resolving service challenges proactively, enhancing lobby presentation, promoting hotel amenities and local experiences, and consistently generating positive guest feedback.
Hotel Front Desk Agent
Hyatt Hotels Corp
5595 Windward Pkwy, Alpharetta, GA 30004
11.2021 - 07.2022
- Delivered a warm, efficient arrival experience for 50+ guests daily, verifying reservations, identification, and stay details to ensure accuracy, security, and a seamless check-in process.
- Verified guest profiles, payment authorizations, and sensitive account information in compliance with PCI standards, property policies, and security procedures.
- Partnered with front desk, housekeeping, engineering, and leadership teams to coordinate guest needs from arrival through departure, ensuring timely service recovery and personalized experiences.
- Served as a central communication link between guests and operational departments, proactively resolving room, service, and facility concerns to maintain guest satisfaction.
- Maintained detailed operational records by documenting daily audit activity, engineering incidents, guest concerns, and service disruptions in Quore, supporting accountability, follow-up, and cross-shift communication.
- Monitored overnight operational exceptions, escalated critical maintenance or safety concerns, and ensured accurate handoff notes for incoming leadership and department teams.
HR Intern
SalesLoft
1180 W Peachtree St NW Suite 2400, Atlanta, GA
01.2020 - 06.2020
- Managed confidential personnel records, office documentation, and daily administrative workflows, maintaining an organized and efficient HR support environment.
- Led the digital migration of 500+ employee I-9 records into Paycor from legacy filing systems, significantly improving document accessibility, compliance tracking, and operational efficiency.
- Maintained employee profiles, onboarding documentation, and compliance records within Paycor, ensuring accuracy and adherence to federal employment requirements.
- Developed and maintained employee tracking tools using Microsoft Excel, supporting workforce reporting, recordkeeping, and leadership visibility into key personnel data.
- Built strong cross-department relationships while supporting employee engagement, collaboration, and diversity and inclusion initiatives, contributing to a positive and people-focused workplace culture.
HR Intern
Cox Enterprises
6205-B Peachtree Dunwoody Rd, Atlanta, GA 30328
08.2019 - 12.2019
- Managed divisional organizational charts and workforce reporting using Microsoft Visio and Microsoft Excel, supporting executive visibility and a successful organizational integration for a newly appointed CIO.
- Provided technical support for 40–50 internal employees bi-weekly, managing password resets and account access through Apache Directory Studio to ensure uninterrupted system access and productivity.
- Designed and implemented 4 Quick Reference Guides for the COMP@COX platform across U.S., U.K., and Canada divisions, simplifying system alerts, reducing user confusion, and improving data-entry efficiency across international teams.
- Planned, promoted, and facilitated a divisional technology challenge within Microsoft Azure, successfully onboarding and educating 100+ team members on current software tools, platform adoption, and digital best practices.
- Strengthened cross-functional communication, employee engagement, and inclusion initiatives by partnering with leadership and team members to support collaboration, knowledge sharing, and a positive workplace culture.
TEFL Teacher
Engish College
France
07.2018 - 01.2019
- Designed and delivered 5–10 lesson plans bi-weekly using Microsoft Word, creating structured, goal-oriented curriculum that supported organized and effective classroom instruction.
- Curated instructional materials including documents, multimedia content, and interactive activities to create an engaging learning environment that supported adult language development and participation.
- Observed and evaluated 2–3 instructional sessions weekly, strengthening classroom management, teaching methodology, and independent facilitation skills.
- Facilitated 4–5 small-group and one-on-one learning sessions weekly, adapting teaching strategies to individual learning styles and improving student confidence, participation, and comprehension.
- Assessed learner progress, delivered constructive feedback, and adjusted lesson delivery to support continuous improvement and measurable learning outcomes.
Waitress
Steak N Shake
980 St Augustine Rd, Valdosta, GA 31601
10.2014 - 08.2018
- Delivered an exceptional dining experience for 50+ guests daily, building strong guest relationships through attentive service, personalized recommendations, and proactive table engagement.
- Maintained consistent guest satisfaction through timely table check-ins, anticipating food, beverage, and service needs while ensuring a seamless dining experience.
- Processed cash, credit card, and point-of-sale transactions with accuracy, balancing financial accountability with efficient service during high-volume shifts.
- Maintained organized, fully stocked service stations and collaborated with front- and back-of-house teams to improve workflow efficiency, speed of service, and operational readiness.
- Resolved guest and team concerns with professionalism and urgency while promoting specials, upselling menu offerings, and contributing to increased repeat business, referrals, and walk-in traffic.
Education
Master of IT - Software Development
YearUp
Atlanta, GA01.2019
TEFL - Teaching English As A Second Language
TEFL
Paris, France07.2018
Skills
- Team Leadership & Coaching
Built culture, trained agents, recognized wins, and created accountability across teams - Operational Excellence
Managed daily hotel operations, shift transitions, audits, billing, and guest-flow execution - Guest Experience & Service Recovery
Resolved escalations, protected brand reputation, and turned challenges into loyalty opportunities - Cross-Functional Collaboration
Partnered with housekeeping, engineering, sales, accounting, and leadership to execute guest needs - Process Improvement & SOP Development
Improved workflows, documentation, operational guides, and consistency across teams - Revenue Growth & Upselling
Supported upgrades, amenity sales, event bookings, and personalized revenue opportunities - Data Analysis & Reporting
Worked with occupancy, ADR, audit reports, revenue tracking, and operational dashboards - Training & Onboarding
Developed people through coaching, live support, knowledge transfer, and structured learning - Technology & Systems Adoption
Quickly learned and leveraged platforms like ONQ, Quore, Kipsu, Microsoft Excel, and HR/IT systems - AI Workflow Design & Innovation
Designed operational AI workflows and product concepts through your AfterHours Ops venture, applying generative AI to real business challenges
Websites
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 2 in the development of Guest Relations.
- Achieved increase in Guest Relationship by introducing Kispu for interactive tasks with guest.
Certification
- Project Management Training - 2023
Languages
French
Professional Working
Timeline
Founder
Afterhours Op
03.2026 - Current
Guest Service Supervisor
Hilton
03.2024 - 03.2026
Guest Service Agent
Hilton CurioCollections: The Hamilton Hotel
05.2023 - 05.2024
Hotel Front Desk Agent
Hyatt Hotels Corp
11.2021 - 07.2022
HR Intern
SalesLoft
01.2020 - 06.2020
HR Intern
Cox Enterprises
08.2019 - 12.2019
TEFL Teacher
Engish College
07.2018 - 01.2019
Waitress
Steak N Shake
10.2014 - 08.2018
Master of IT - Software Development
YearUp
TEFL - Teaching English As A Second Language
TEFL