Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kimberly McSpadden

Kimberly McSpadden

Gardendale

Summary

Dynamic business leader with a proven track record at Holiday Inn Express, excelling in customer service and strategic planning. Enhanced guest satisfaction through effective staff training and operational efficiency, while driving revenue growth by optimizing occupancy rates. Skilled in negotiation and team leadership, fostering strong relationships with clients and vendors alike.

Professional with experience in business leadership and management, prepared for this role. Strong focus on team collaboration and achieving results. Skilled in strategic planning, financial oversight, and operational efficiency. Reliable and adaptable to changing needs, ensuring consistent performance and growth.

Astute Business Owner experienced in operations management, competitive analysis and financial management. Demonstrated success in growth and innovation. Capitalized on new trends and technologies to boost business initiatives and reach sales objectives.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Business Owner

Kimberly McSpadden-Nicodemus, LLC.
03.2021 - 10.2024
  • Established strong customer relationships through excellent communication and attentive service.
  • Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
  • Trained and motivated employees to perform daily business functions.
  • Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.

Front Office Manager/Director of Sales

Holiday Inn Express & Suites Moody
10.2020 - 03.2021
  • 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.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • 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.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Created, prepared, and delivered reports to various departments.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
  • Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
  • Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
  • Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
  • Enhanced onboarding process for new front office staff, reducing time to full productivity.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established team priorities, maintained schedules and monitored performance.

Hotel General Manager

Holiday Inn Express & Suites Alabaster
02.2016 - 03.2020
  • Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
  • Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
  • Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
  • Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
  • Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
  • Established strong relationships with vendors, negotiating favorable contracts for goods and services vital to hotel operations.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
  • Launched successful loyalty programs to retain valuable customers and boost repeat business visits.
  • Organized special events and promotions to attract new clientele while maintaining excellent relations with existing guests.
  • Oversaw renovations and refurbishments, ensuring minimal disruption to guests while enhancing overall property aesthetics and functionality.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Enhanced food and beverage offerings by collaborating with culinary teams on menu development, presentation standards, and pricing strategies.
  • Developed and implemented marketing strategies to promote hotel services.
  • Monitored and evaluated performance of personnel to confirm compliance with standards.
  • Provided exceptional service and assistance to guests upon check-in.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Developed and implemented promotional strategies to increase occupancy.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.

Education

No Degree - Medicine

Harvard University
Cambridge, MA

No Degree - Contract Law

Harvard University
Cambridge, MA

Bachelor of Science - Psychology

Purdue University Global
West Lafayette, IN
10-2027

Skills

  • Customer service
  • Customer relations
  • Attention to detail
  • Driven and determined
  • Employee training
  • Team collaboration and leadership
  • Project management
  • Issue resolution
  • Strategic Decision-making
  • Operations management
  • Staff hiring
  • Strategic planning
  • Business marketing
  • Staff management
  • Negotiation
  • Human resources management
  • Contract management
  • Employee development
  • Verbal and written communication
  • Sales oversight
  • Customer service management
  • Team leadership
  • Customer retention
  • Employee scheduling
  • Direct sales
  • Staff training/development
  • Operations oversight

Certification

References

Harvard University. (2015). Contract Law: From Trust to Promise to Contract[Online

certificate]. edX.

https://s3.amazonaws.com/verify.edx.org/downloads/b9d49a88fd2d49ac9b3f58f2f699fe97/Certificate.pdf


Harvard University. (2014). Harvard Medical School: Anatomy X: Musculoskeletal Cases

[Online certificate]. edX.

https://s3.amazonaws.com/verify.edx.org/downloads/fbcfe47eed7b4ea3a447b03bad36ba8c/Certificate.pdf


Harvard University. (2014). Government: Saving Schools, Mini-Course III: Accountability and

National Standards [Online certificate]. edX.

https://s3.amazonaws.com/verify.edx.org/downloads/0932ca81385e4f799b9b4bc3c7ebe407/Certificate.pdf

Timeline

Business Owner

Kimberly McSpadden-Nicodemus, LLC.
03.2021 - 10.2024

Front Office Manager/Director of Sales

Holiday Inn Express & Suites Moody
10.2020 - 03.2021

Hotel General Manager

Holiday Inn Express & Suites Alabaster
02.2016 - 03.2020

No Degree - Medicine

Harvard University

No Degree - Contract Law

Harvard University

Bachelor of Science - Psychology

Purdue University Global

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