Kimberly (Kym) Hart
Martinsburg,WV
Summary
Seasoned Director of Operations at Hampton Inn & Suites By Hilton, adept in operations management and customer service excellence. Spearheaded initiatives that significantly enhanced guest satisfaction and operational efficiency. Skilled in Microsoft Office and leadership, my strategic approach led to measurable improvements in service delivery and budget adherence.
Overview
15
15
years of professional experience
Work History
Director of Operations
Hampton Inn & Suites By Hilton
Annapolis, MD
01.2023 - Current
- Oversaw daily operations of the hotel, ensuring seamless service and operational efficiency.
- Directed hotel operations, enhancing guest satisfaction and optimizing workflow.
- Managed hotel operations, driving excellence in service delivery and operational performance.
- Provided leadership and guidance to subordinate managers and supervisors.
- Created policies and procedures for improved workflow processes.
- Implemented systems for monitoring employee attendance, scheduling, payroll.
- Set goals and expectations for direct reports using performance review process, holding staff accountable.
- Maintained budgeting documents for accurate tracking of expenses.
- Ensured compliance with applicable laws, regulations, industry standards.
- Coached staff on strategies to enhance performance and improve customer relations.
- Handled guest complaints and issues, ensuring swift resolutions to maintain satisfaction.
- Resolved customer complaints in an efficient manner in order to maintain high standards of hospitality services.
- Monitored inventory levels of food items, beverages, and linen supplies, ensuring adequate stock is available at all times.
- Organized staff schedules, balancing workload and operational needs.
Executive Housekeeping Manager
Hampton Inn & Suites By Hilton
Annapolis, MD
01.2022 - 01.2023
- Assist the housekeepers with making sure our property is cleaning above the standards of clean
- Weekly and monthly inventory
- Weekly supplies inventory and ordering
- Assigning the rooms to the housekeepers
- Inspecting the rooms during and after cleaning
- Make sure to record the lost and found items
- Reaching out to the guest, when possible, to coordinate returning of the guest's property
- Keeping in contact with the front desk throughout the day, with guest requests
- Put together the weekly schedule for housekeepers
- Organize the housekeeping closets and making sure they are stocked and clean
- Making sure the ladies keep a clean and organized cart
- Monitoring the SALT scores for ways to improve the hotel for each guest
- Working closely with maintenance to make sure any issues with the hotel/rooms is taken care of in a timely fashion
Assistant General Manager (AGM)
Hampton Inn and Hampton Inn & Suites
Columbia, MD
06.2020 - 12.2021
- Assist housekeeping with insuring the clean stay program is followed properly
- Assist housekeeping with improving time per room
- Assist front desk with training to improve salt scores
- Assist front desk with general knowledge of how to assist guests in a professional manner
- Work closely with the GM learning payables, R&I, salt score improvement and general knowledge of how to be a better employee
- Work the front desk to assist guests with check in, issues with rooms and general knowledge of the area for restaurants and activities
- Advance Purchase
- Invoices
- Team schedule
Front Desk Agent/ Front Office Manager
Hampton by Hilton
Laurel, MD
09.2018 - 06.2020
- Check Guests In and Out of the Hotel, Take reservations both walk in and over the phone
- Help Guests with any Issues or concerns they have, correct any billing issues guests may have, General assistance to guests
- Front Office Manager 02-01-19 work with front desk staff on ways to improve our scores by going the extra mile for the guests
- Worked with the GM on our revenue management
- Helped staff with 3rd party reservations and understanding the different types such as 3rd party pay or guest pays at property
- Also learning the direct bills accounts and how to make those reservations
- After working the front desk for 3 months I was asked to be the front office manager
- My responsibilities include replying to salt and 3rd party reviews, assisting guests with any billing issues, inputting light stay information monthly, weekly schedules for employees, conducting interviews, enforcing hotel policies with employees, making coffee every 2 hours, stocking the coffee and tea station, checking in on employees training, advanced deposit reservations weekly, making sure we meet the monthly Hilton Honors enrollment requirement, working with the GM on inventory and ordering for laundry and kitchen supplies
- Helped bring business to sales and set up corporate rates for the companies
Front Desk Agent
Days Inn and Suites
Laurel, MD
06.2018 - 02.2019
- Answer Phones, Check Guests In and Out, Make reservations, make sure all billing is correct, assist guests with any questions or concerns, general care of the hotel
Receptionist
Nationwide Mike Platte's Office
Catonsville, MD
12.2017 - 08.2018
- Answer multiple phone lines
- File papers
- Collect payments
- Fax papers
- Scan papers
- Follow up with policy holders about payments due
- Take payments
Cleaner
Spirit Airlines
Linthicum, MD
09.2017 - 03.2018
- Clean and inspect the aircraft
- Windows, galleys, seats and restrooms
Front Desk Supervisor
Hampton by Hilton
Pikesville, MD
03.2015 - 03.2017
- Greet the guests, check guests in and out of rooms, take payments, make reservations, help solve any issues with guests, or other employees and work with General Manager and office manager on scheduling
- My main goal was to increase scores and help sales department build revenue
Front Desk Supervisor/Night Auditor
Fairfield Inn by Marriott
Syracuse, NY
06.2014 - 03.2015
- Greet guests, make and cancel reservations, help guests with any issues, make the breakfast in the morning, run all the reports for the audit, laundry during down time, and scheduling
- I worked closely with sales department to help build revenue
Front Office Manager/Lead Housekeeper/ Night Auditor
Days Inn and Suites
Syracuse, NY
01.2010 - 06.2014
- I worked closely with the GM on getting this hotel back on track
- I worked closely with the front desk staff and housekeeping staff, payroll, resolve guest issues, check guests in and out, resolved employee issues, helped with the set up and take down of breakfast
- I worked wherever I was needed
Education
Diploma -
Centennial High School
Skills
- Fast learner
- Customer service skills
- Excellent People skills
- Front Desk
- Front Office
- Reception
- Guest Service
- Customer Service
- Scheduling
- Outlook
- Microsoft Office
- Excel
- Cash Handling
- Billing
- Microsoft Word
- Management
- Receptionist
- Accounts Receivable
- Human Resources
- Multi-line Phone Systems
- Office Management
- Revenue Management
- Budgeting
- Forecasting
- Operations Management
- Accounts Payable
- Leadership training
- Schedule oversight
- Hiring and onboarding
Phone
410-300-6301, +1
Personal Information
Authorized To Work: US for any employer
Timeline
Director of Operations
Hampton Inn & Suites By Hilton
01.2023 - Current
Executive Housekeeping Manager
Hampton Inn & Suites By Hilton
01.2022 - 01.2023
Assistant General Manager (AGM)
Hampton Inn and Hampton Inn & Suites
06.2020 - 12.2021
Front Desk Agent/ Front Office Manager
Hampton by Hilton
09.2018 - 06.2020
Front Desk Agent
Days Inn and Suites
06.2018 - 02.2019
Receptionist
Nationwide Mike Platte's Office
12.2017 - 08.2018
Cleaner
Spirit Airlines
09.2017 - 03.2018
Front Desk Supervisor
Hampton by Hilton
03.2015 - 03.2017
Front Desk Supervisor/Night Auditor
Fairfield Inn by Marriott
06.2014 - 03.2015
Front Office Manager/Lead Housekeeper/ Night Auditor
Days Inn and Suites
01.2010 - 06.2014
Diploma -
Centennial High School
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