KRISTEN HITCHCOCK
Orlando,FL
Summary
Dynamic and accomplished operations leader with expertise in short-term rental management, hospitality, and owner relations. Adept at building high-performing teams, scaling operations, enhancing profitability, and driving guest and owner satisfaction. Recognized for impactful leadership, strategic problem-solving, and developing processes that enable growth and operational excellence. Experienced operations executive with several-year background serving in industry leadership roles. Detail-oriented and results-oriented with exceptional knowledge of business operations. Expertise in financial management, profit generation and strategic planning.
Overview
17
17
years of professional experience
Work History
Director of Owner Relations
Villatel
Orlando, FL
08.2023 - 05.2025
- Managed portfolio of over 400 vacation rental homes to maximize performance and profitability.
- Delivered comprehensive financial reports and market insights to property owners.
- Enhanced owner satisfaction through proactive communication practices.
- Directed initiatives to align operational and financial goals for business growth.
- Served as the point of contact for all HOAs, and created the operating budget.
Senior Operations Manager
Sonder USA
Orlando, FL
01.2022 - 08.2023
- Oversaw 275+ rental units and a team of 25+ employees across Orlando.
- Maintained Employee Satisfaction (ESAT 8.8/10) and high Customer Satisfaction (CSAT) scores.
- Authored and implemented global Customer Satisfaction Playbook to standardize processes.
- Achieved over 20% reduction in operational expenses through effective negotiation and efficiency enhancements.
Operations Manager
Sonder USA
Orlando, FL
12.2019 - 01.2022
- Launched Orlando market from inception to $6M+ annual revenue.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Directed property onboarding, SOP development.
- Led procurement, payroll, budgeting, and regulatory compliance initiatives.
General Manager
Drury Hotels Company
Orlando, FL
04.2017 - 11.2019
- Directed all operations for a 238-room hotel generating $9M annually.
- Led hiring, training, and performance management of 50+ employees.
- Achieved top 15 TripAdvisor ranking and earned corporate excellence awards.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
Assistant General Manager
Drury Hotels Company
Orlando, FL
09.2013 - 04.2017
- Oversaw payroll, accounts payable, and A/R for financial accuracy.
- Managed monthly inventory processes.
- Cultivated vendor relationships to enhance service quality.
- Implemented new company initiatives across food and beverage, front desk, and housekeeping departments.
- Completed a 2-year Sales Manager Corporate Training Program.
Director of Food and Beverage
Marriott International
Orlando, FL
02.2012 - 09.2013
- Oversaw two restaurants, beverage cart operations, 20+employees, all private events, weddings and golf functions at a Marriott managed property.
- Managed vendor contracts, relationships, inventory and scheduling.
Food & Beverage Manager
Marriott International
Orlando, FL
01.2010 - 02.2012
- Managed six food and beverage outlets including a casual restaurant, sports bar, sushi/martini bar, pool bar & grill, in-room dining, and Starbucks, totaling over $10M in annual revenue at the world's largest Renaissance- the Renaissance SeaWorld in Orlando.
Task Force Operations Manager
Marriott International
Eastern Region, USA
09.2008 - 01.2010
- Served as interim food and beverage manager across multiple Marriotts in United States for hotels requiring support
Assistant Restaurant Manager
Marriott International
Galloway, NJ
05.2008 - 09.2008
- Oversaw English style pub, fine dining restaurant, in-room dining, lobby bar, pool bar, beverage cart operations.
- Managed Local 54 Union Workers.
Education
B.S. - Hospitality Administration & Management
Boston University
Boston, MASkills
- Leadership and team development
- Financial analysis
- Team leadership
- Market analysis
- Stakeholder engagement
- Analytical thinking
- Client and owner relations
- Operational excellence
- Short-term rental management
- Customer satisfaction strategies
- Budgeting and cost control
- Vendor management
- Business development
- Asset management
- Project management
Timeline
Director of Owner Relations
Villatel
08.2023 - 05.2025
Senior Operations Manager
Sonder USA
01.2022 - 08.2023
Operations Manager
Sonder USA
12.2019 - 01.2022
General Manager
Drury Hotels Company
04.2017 - 11.2019
Assistant General Manager
Drury Hotels Company
09.2013 - 04.2017
Director of Food and Beverage
Marriott International
02.2012 - 09.2013
Food & Beverage Manager
Marriott International
01.2010 - 02.2012
Task Force Operations Manager
Marriott International
09.2008 - 01.2010
Assistant Restaurant Manager
Marriott International
05.2008 - 09.2008
B.S. - Hospitality Administration & Management
Boston University
Similar Profiles
WALTER M. COTTOWALTER M. COTTO
Housekeeping Team Leader at VillatelHousekeeping Team Leader at Villatel
MELINNA BAYONAMELINNA BAYONA
Web Content Specialist at VillatelWeb Content Specialist at Villatel
Ron A. GentileRon A. Gentile
General Manager (Multi-site / Community Resorts) at VillatelGeneral Manager (Multi-site / Community Resorts) at Villatel
Kenisha HusbandsKenisha Husbands
Greeter at Launch Entertainment ParkGreeter at Launch Entertainment Park
Andrew LaskowskyAndrew Laskowsky
General Manager / Executive Manager at Feddon Automotive Group – Valley Chevrolet, GMC, CDJR, MitsubishiGeneral Manager / Executive Manager at Feddon Automotive Group – Valley Chevrolet, GMC, CDJR, Mitsubishi