KRISTIN A. DUNCAN
Glen Ellyn
Summary
Visionary hospitality executive with 30+ years of experience leading full-service hotels and resorts. Proven track record of driving revenue growth, optimizing operations, and elevating guest satisfaction across diverse markets. Skilled in strategic planning, team development, and stakeholder engagement. Recognized for navigating complex challenges, including crisis management and organizational transformation, while delivering record-setting financial and service results.
Overview
17
17
years of professional experience
Work History
General Manager
Renaissance Chicago Downtown
Chicago
02.2019 - Current
- Company Overview: A full-service lifestyle brand hotel with 560 guest rooms, over $70M annual revenue, and more than 300 staff
- Charged as primary business leader for the property with full P&L accountability for all operations, including sales, marketing, F&B, and customer service.
- Execute all brand initiatives throughout the hotel and coordinate efforts of a seven-member Executive Committee.
- Led efforts to consistently achieve record setting financial results in 2019, 2022, 2023 and 2024.
- Successfully navigated through the global pandemic crisis, leading team through hotel closure, reopening, layoffs and a complete restructuring to optimize cost savings during historic declines in business.
- Instrumental in securing pivotal group business opportunities valued at over $2M, lifting occupancy by 40 points in March and April 2021 while the market occupancy was averaging 15%.
- Led efforts that aided in continuous improvement in Ambassador Satisfaction, improving annual AES from 72% in 2019 to 86% in 2024.
- A full-service lifestyle brand hotel with 560 guest rooms, over $70M annual revenue, and more than 300 staff
- Member, Chicago Loop Alliance
- Commissioner and Treasurer, State Street Commission
- Treasurer, Illinois Hotel Lodging Association
- Advisory Board Member, Central DuPage University school of hospitality and tourism
- Awarded Hotelier of the Year by the Illinois Hotel & Lodging Association, 2023
General Manager
Chicago Marriott Oak Brook
Oak Brook
09.2016 - 02.2019
- Company Overview: A full-service hotel with 350 guest rooms, over $18M annual revenue, and more than 150 staff
- Charged as primary business leader for the property with full P&L accountability for all operations, including sales, marketing, F&B, and customer service.
- Execute all brand initiatives throughout the hotel and coordinate efforts of a five-member Executive Committee.
- In a market that has declined in occupancy by 4% in 2018 YTD, developed strategies to grow occupancy to record levels in 2018 (up 1% YOY), and RevPAR index (market share) by 4% YOY in 2018.
- Achieved House Profit Key Metrics of 100.3% in 2016 and further improved results to 103.6% in 2017.
- Raised Associate engagement survey scores from 79 in 2016 to 84 in 2017, and maintained green zone status with a score of 83 in 2018.
- General Manager leadership score of 91% ranked highest among Chicago managed properties.
- A full-service hotel with 350 guest rooms, over $18M annual revenue, and more than 150 staff
- Actively involved in community engagement through leadership positions on the Village of Oak Brook Hotel Committee, DuPage Convention and Visitors Bureau Board of Directors and Legislative Affairs Committee, Oak Brook Chamber of Commerce Board of Directors, and College of DuPage School of Hospitality & Tourism Advisory Board.
General Manager
Lincolnshire Marriott Resort
Lincolnshire
03.2014 - 01.2016
- Company Overview: A full-service resort with 389 rooms, over $36M annual revenue, and more than 400 staff
- Charged as primary business leader and brand activator for the property with full P&L accountability for all operations, including sales, marketing, F&B, and guest satisfaction.
- Executed all brand initiatives throughout the hotel.
- Spearheaded efforts of 8-member Executive Committee.
- Achieved 104.7% House Profit Key Metrics by end of 2014 and 101.2 at year-end 2015.
- Improved RevPAR index (market share) by 10% from 2013 to 2015 (from 89.1 to 100.0 RevPAR index).
- Instrumental in securing pivotal group piece-of-business valued at over $2M for Q4 2015.
- Boosted guest satisfaction scores from a 56.4 overall satisfaction in 2014 and further to a 57 overall satisfaction in 2015.
- Raised Associate engagement survey scores from 80 in 2013 to 83 in 2014.
- A full-service resort with 389 rooms, over $36M annual revenue, and more than 400 staff
Sales Leader Specialist
Marriott International, Inc.
Rosemont
01.2013 - 02.2014
- Fulfilled “bench” support role at the corporate level for Northern Mid-America Regional Sales Team, supporting the Vice President of Sales with projects and analysis, as well as supporting open or transitioning positions.
- Functioned as sales resource to a team at corporate headquarters that was tasked with implementing a new meeting product platform (called the “Future of Meetings.”)
- As sole Sales Expert on project team, provided expertise in communications, marketing materials, and training materials to help new platform successfully launch throughout 4 key markets.
- Collaborated directly with property General Managers and sales leaders to achieve alignment and support of new initiatives and processes.
- Filled General Manager role at Oak Brook, IL location from 7/2013 11/2013.
- Maintained all balanced scorecard metrics for the hotel for revenues, profits, market share, and guest satisfaction.
- Ensured critical account representing more than 12K group room nights was satisfied with their meeting experience during transition period, and facilitated account move to another Marriott property for 2014.
Market Sales Leader, Catering
Marriott International, Inc.
Rosemont
10.2008 - 12.2012
- Accountable for developing and executing catering sales strategies for 30 properties in 9 states in Midwest Region that generated more than $60M in catering revenue.
- Directed team of 3 Catering Sales Leaders with 47 sales staff at the locations.
Education
MBA - Marketing
University of Kansas
BBA - Marketing
Southern Methodist University
BA - Spanish
Southern Methodist University
Skills
- Strategic Planning
- Business Development
- Sales & Marketing Management
- Change Management
- Client Relationship Management
- Leadership Development
- Guest Satisfaction
- Project Management
- Performance Management
- Training & Development
Associations And Awards
- Hotelier of the Year, Illinois Hotel & Lodging Association, 2023
- Treasurer, Illinois Hotel Lodging Association
- Commissioner & Treasurer, State Street Commission
- Member, Chicago Loop Alliance
- Advisory Board, Central DuPage University
- Board Member, Oak Brook Chamber of Commerce
- Board Member, DuPage CVB
Timeline
General Manager
Renaissance Chicago Downtown
02.2019 - Current
General Manager
Chicago Marriott Oak Brook
09.2016 - 02.2019
General Manager
Lincolnshire Marriott Resort
03.2014 - 01.2016
Sales Leader Specialist
Marriott International, Inc.
01.2013 - 02.2014
Market Sales Leader, Catering
Marriott International, Inc.
10.2008 - 12.2012
MBA - Marketing
University of Kansas
BBA - Marketing
Southern Methodist University
BA - Spanish
Southern Methodist University