Kristina Bailey
Holiday Inn Madison at the American Center
Oregon,WI
1
Certification
12
years of professional experience
Proactive leader with a focus on enhancing guest experiences through effective complaint resolution and team collaboration. Known for strong decision-making skills and a commitment to operational excellence.
Work History
Assistant General Manager
2 Years 6 Months- Managed daily hotel operations, ensuring high standards of guest service and satisfaction.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Led staff training initiatives to enhance team performance and operational efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Processed cash transactions with precision at the front desk, ensuring financial accuracy and accountability. and prepared deposits.
- Streamlined scheduling processes, optimizing workforce management for peak occupancy periods.
- Managed scheduling and payroll, optimizing labor costs while maintaining staff satisfaction.
- Managed team schedule with an eye for coverage needs and individual strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Resolved customer complaints with professionalism, restoring trust and loyalty.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
- Managed inventory levels to prevent overstocking or stockouts, ensuring availability of popular items.
- Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers' enjoyment.
- Collaborated with department heads to implement cost-control measures and improve budget adherence.
- Conducted regular competitor analysis to stay ahead in market trends and offerings.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Motivated, trained, and disciplined employees to maximize performance.
- Monitored employee attendance records to ensure compliance with company policies and maintain staffing levels. and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Documented and communicated operational issues to management to facilitate timely resolutions. to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Guest Services Manager
4 Years 8 Months- Supervised daily operations to ensure exceptional guest experiences and satisfaction.
- Oversaw front desk operations, ensuring accurate check-in/check-out processes for guests.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Developed and implemented procedures for resolving guest complaints effectively.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Managed a team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Led team training programs to enhance service delivery and efficiency standards.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Responded to customer inquiries and assisted with their requests., responding to questions, complaints and escalations.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Managed a team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Analyzed guest feedback to identify areas for service improvement and operational efficiency.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Monitored staff training, scheduling and shift changes.
- Maintained and troubleshot hotel property management systems.
- Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Ensured a safe and secure environment for both guests and staff by enforcing established safety procedures and protocols at all times.
- Implemented procedures and services to improve hotel services and amenities.
- Coordinated luggage collection, transportation and storage.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Attended to customer needs, responding to questions, complaints and escalations.
- Fostered a culture of teamwork and accountability among staff members through mentorship initiatives.
- Managed luggage collection and transportation services for guests.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
Guest Services Manager
4 Years 8 Months- Assisted with guest check-in and check-out procedures, confirming that guests reach the correct room.
- Supervised daily operations to ensure exceptional guest experiences and satisfaction.
- Oversaw lobby operations and concierge services.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Liaised between guests and hotel management, relaying information, promotions and issues.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Coordinated special events and group bookings, ensuring all details were accurately executed for successful outcomes.
- Coordinated with housekeeping and maintenance teams to uphold facility standards.
- Assisted with revenue management tasks, contributing to the achievement of budgeted targets.
- Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
- Assisted with guest check-in and check-out procedures, confirming that guests reach the correct room.
- Managed scheduling and staffing to optimize resource allocation during peak periods.
Guest Services Supervisor
1 Year 8 Months- Supervised daily operations to ensure high-quality guest experiences and service delivery.
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Trained and mentored staff on customer service excellence and hotel policies.
- Trained new staff in customer service excellence, ensuring consistent guest experiences.
- Resolved guest complaints swiftly, maintaining high satisfaction levels and loyalty.
- Supported team members by offering constructive feedback and coaching.
- Resolved complex customer complaints, leading to significant a reduction in negative feedback.
- Implemented a proactive approach to problem-solving for swift resolution of guest issues and complaints.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Coordinated with various departments to streamline communication and service delivery.
- Facilitated communication between different departments, ensuring guest needs were met promptly.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met the highest standards.
- Implemented process improvements that enhanced operational efficiency and team performance.
- Conducted regular team meetings to discuss guest feedback, identify areas for improvement, and implement corrective actions.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met the highest standards.
- Resolved complex customer complaints, leading to a significant a reduction in negative feedback.
- Fostered a positive work environment by recognizing employee achievements through incentive programs or employee-of-the-month awards.
Guest Services Supervisor
1 Year 8 Months- Supervised daily operations to ensure high-quality guest experiences and service delivery.
- Trained and mentored staff on customer service excellence and hotel policies.
- Resolved guest complaints swiftly, maintaining high satisfaction levels and loyalty.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Implemented process improvements that enhanced operational efficiency and team performance.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Coordinated with various departments to streamline communication and service delivery.
- Supported team members by offering constructive feedback and coaching.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
- Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
- Coordinated with maintenance teams for prompt repairs in guest rooms and common areas, maintaining a well-kept environment.
- Monitored team performance to confirm customer service standards were consistently met.
- Implemented a proactive approach to problem-solving for swift resolution of guest issues and complaints.
- Processed guest payments and provided accurate change.
- Maintained up-to-date knowledge of products and services offered.
- Developed training materials to enhance staff knowledge of services and offerings.
- Fostered culture of continuous improvement, encouraging staff to contribute ideas for enhancing guest satisfaction.
- Fostered culture of continuous improvement, encouraging staff to contribute ideas for enhancing guest satisfaction.
Guest Services Agent
6 Months- Greeted guests upon arrival by providing a warm welcome.
- Managed check-in and check-out procedures for guests.
- Handled customer complaints to satisfy and retain guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Greeted guests upon arrival by providing a warm welcome.
- Maintained a high level of professionalism and discretion when dealing with guests.
- Implemented process improvements that enhanced overall guest satisfaction scores.
- Addressed customer complaints to resolve issues and enhance guest satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
Guest Services Agent
8 Months- Delivered exceptional guest service, addressing inquiries and resolving issues promptly.
- Managed check-in and check-out processes, ensuring accuracy and efficiency.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Coordinated with housekeeping and maintenance teams to fulfill guest requests swiftly.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Processed room deposits and payments efficiently at the front desk.
- Executed cash transactions with precision, reconciling reports at shift end.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Developed strong relationships with repeat guests, fostering loyalty and engagement.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Welcomed guests at the front desk, providing immediate assistance and information.
- Assisted in training new staff on hotel policies and customer service standards.
- Answered guest inquiries and provided information regarding hotel services and amenities.
Sales Associate
2 Years 8 Months- Assisted customers in product selection, enhancing overall shopping experience.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Maintained knowledge of current promotions to inform customer purchases.
- Answered customer questions about sizing, accessories, and merchandise care.
- Solved customer challenges by offering relevant products and services.
- Managed inventory levels by restocking merchandise and organizing displays.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Resolved customer challenges by identifying needs and offering tailored product recommendations. by offering relevant products and services.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
Education
- Generals
High School Diploma
Skills
Operations management
Staff management
Budget control
P&L management
Shift planning
Inventory management
Purchasing planning
Payroll administration
Hiring and onboarding
Staff development
Stock management
Labor cost management
Workforce scheduling
Profit and loss management
Vendor relationship management
Accomplishments
- Achieved 2025 WHLA Spirit of Hospitality Award.
- Achieved 2025 Rising Star of the Year Award with Empire Hotels Group.
Certification
- Food Safety Manager Certification
Timeline
Assistant General Manager
Holiday Inn Madison at the American Center
02.2024 - CurrentRead More
Guest Services Manager
Holiday Inn Express and Suites Madison
06.2019 - 02.2024Read More
Guest Services Manager
Holiday Inn Madison at the American Center
06.2019 - 02.2024Read More
Guest Services Supervisor
Holiday Inn Express and Suites Madison
06.2017 - 02.2019Read More
Guest Services Supervisor
Holiday Inn Madison at the American Center
06.2017 - 02.2019Read More
Guest Services Agent
Holiday Inn Express and Suites Madison
12.2016 - 06.2017Read More
Guest Services Agent
Holiday Inn Madison at the American Center
10.2016 - 06.2017Read More
Sales Associate
Target
06.2014 - 02.2017Read More
Madison Area Technical College
from Generals
Read More
Oregon High School
High School Diploma
Read More