Hi, I’m
Kimberly Hess
Rolla,MO
Summary
Dynamic leader with a proven track record at Lodging One Hospitality, adept in operations management and staff development. Excelled in driving business growth, enhancing customer relations, and implementing process improvements. Skilled in strategic planning and team building, achieving significant performance enhancements.
Diligent General manager with solid background in managing daily operations and driving team performance. Successfully led various projects, ensuring seamless execution and improved operational efficiency. Demonstrated strategic planning and effective communication skills.
Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities.
Experienced with strategic planning, team leadership, and operational excellence. Utilizes forward-thinking approach to drive business growth and streamline processes. Track record of fostering collaborative environments and achieving measurable results.
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Customer-oriented General Manager with 6 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level General manager position. Ready to help team achieve company goals.
Overview
6
years of professional experience
Work History
Lodging One Hospitality
General Manager
08.2021 - Current
Job overview
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Interacted well with customers to build connections and nurture relationships.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Formulated policies and procedures to streamline operations.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
Lodging One Hospitality
Front Office Manager
08.2018 - 08.2021
Job overview
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- 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.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Created, prepared, and delivered reports to various departments.
- Implemented staff training programs, improving employee performance and team cohesion.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed senior-level personnel working in marketing and sales capacities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Implemented cross-training program, enhancing team flexibility and coverage during peak periods.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Developed and enforced front office policies that ensured consistent and high-quality guest experience.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
John F Kennedy Catholic HighSt Louis, MO
High School Diploma
05-1998
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Effective leader
- Time management
- Training and coaching
- Team leadership
- Staff management
- Customer relations
- Training and development
- Relationship building
- Staff training
- Staff training/development
- Inventory control
- Customer relationship management
- Staff supervision
- Goal setting
- Employee scheduling
- Verbal and written communication
- Administrative skills
- P&L management
- Motivation
- Client relations
- Staff motivation
- Labor cost controls
- Customer retention
- Process improvements
- Deadline oriented
- Strategic planning
- Performance improvement
- Vendor relationships
- Employee development
- Project management
- Consistently meet goals
- Facility management
- Performance improvements
- Performance evaluations
- Workflow planning
- Purchasing
- Recruitment
- Expense control
- Business development
- Troubleshooting expertise
- Operations oversight
- Performance analysis
- Project planning
- Business administration
- Organizational development
- Quality management
- Marketing
- Financial administration
- Sales analysis
- Account management
- Risk management
- Vendor negotiations
- Total quality management
- Loss prevention
- Human resources management
- Client account management
Timeline
General Manager
Lodging One Hospitality
08.2021 - Current
Front Office Manager
Lodging One Hospitality
08.2018 - 08.2021
John F Kennedy Catholic High
High School Diploma
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