Kristy Burns
Ocala,FL
Summary
Dedicated to operational excellence and guest satisfaction, consistently achieving monthly revenue targets and increasing market share. Transformed the hotel into a beacon of service quality, empowering staff to exceed guest expectations. Implemented strategic sales and marketing operations as Revenue Manager, enhancing profitability and solidifying reputation for superior service. Experience in operational management and team leadership, utilizing strong organizational skills to enhance productivity and ensure customer satisfaction. Proven track record of implementing effective strategies for staff development and operational improvement.
Overview
27
27
years of professional experience
1
1
Certification
Work History
AGM/Director of Sales/Revenue Manager
Hampton Inn Suites
01.2016 - 03.2025
- Customer Experience
- Salesforce.com
- Delphi
- OnQ R&I
- GRO
- Sales Operations
- In my role as Revenue Manager, I focused on implementing strategic sales and marketing operations
- This has not only enhanced the hotel's profitability but also solidified our reputation for superior service, contributing to the competitive edge in the hospitality industry.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Led team to achieve record-high customer satisfaction scores through dedicated service and attention to detail.
- Upgraded technology systems, enhancing overall business efficiency and customer interaction.
- Increased revenue by implementing effective pricing strategies and monitoring market trends.
- Enhanced profitability by conducting regular competitor analysis and adjusting pricing accordingly.
Front Office Manager
Hampton Inn Suites
01.2013 - 09.2016
- Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards
- Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions
- Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction
- Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays
- Oversee front office operations in the absence of the Assistant General
- Manager
- Perform bookkeeping activities such as balancing accounts and conducting audits
- Make and confirm reservations.
- Greet guests immediately upon arrival; register and assign guests to hotel rooms
- Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
- Compute bills, collect payments, handle cash, and make change for guests
- Close out guest accounts at time of check out
- In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
- Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies
- Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance
- Perform other duties as requested by management.
Table Games Supervisor
Seminole Hard Rock Hotel & Casino
10.2008 - 12.2012
- Managed table games operations, ensuring smooth gameplay and timely resolution of disputes.
- Developed strong relationships with guests, fostering loyalty and repeat business.
- Increased game efficiency by closely monitoring game play and addressing any issues promptly.
- Trained new table games dealers for improved performance and adherence to casino policies.
- Conducted regular performance evaluations of dealers, identifying areas for growth and providing constructive feedback.
- Collaborated with security personnel for heightened safety and loss prevention measures.
- Watched closely to catch errors and notified surveillance of irregularities.
- Monitored chips purchases, table inventories, and player win ratios.
Table Games Dealer
Penn National Gaming
07.2005 - 10.2008
- Deal cards to patrons during games of chance at a gaming establishment such as a casino
- Play house hands from behind a gaming table
- Deal appropriate number of cards out to players
- Check players' bets
- Compare players' hands with the house and determine winner
- Announce winner and begin new game
- Exchange money for chips to be used in games
- Conduct other gambling games such as dice, roulette, cards, or keno
- Inspect cards to ensure compliance with gaming standards
- Inspect gaming equipment
- Receive cash wagers
- Compute players' winnings and losses
- Answer questions about game rules and variations
- Watch for scammers or cheaters and have them removed from table if necessary
- Notify Pit Supervisor of any irregularities
- Resolve disputes or arguments by conferring with Pit Supervisor
- Entice players to sit at table and play
- Prepare collection reports for submission to supervisors
- Assist in training new dealers.
Table Games Dealer/Supervisor
Suncruz Casino
07.1998 - 03.2005
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Monitored guest behavior for signs of intoxication or disorderly conduct, intervening when necessary to maintain a safe environment for all patrons.
- Developed strong relationships with regular clients, resulting in increased loyalty and repeat visits to the casino.
- Assisted players with placing bets, educating on game rules to increase understanding.
Table Games Dealer
Turning Stone Resort Casino
11.1997 - 07.1998
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Monitored guest behavior for signs of intoxication or disorderly conduct, intervening when necessary to maintain a safe environment for all patrons.
- Developed strong relationships with regular clients, resulting in increased loyalty and repeat visits to the casino.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Monitored game for potential security risk to protect operation and players.
Education
Revenue Management - Revenue Management
Hilton University
05-2020
Hampton Sales Leadership Certification - Sales, Distribution, and Marketing Operations, General
Hilton University
12.2017
Associate's degree - Business Administration and Management, General
St. Petersburg College
Seminole, FL12.2003
Casino Table Games - Casino Management
Verona Boces
Verona, NY12.1998
High School Diploma - College/University Preparatory and Advanced High School/Secondary Diploma Program
Henninger High School
Syracuse, NY12.1993
Skills
- Customer Experience
- Salesforcecom
- Sales Operations
- Staff management
- Operations management
- Employee scheduling
- Sales forecasting
- Team leadership strength
- Teamwork and collaboration
- Customer service
- Customer relations
- Proficient in Word, Excel, and Power Point
Accomplishments
- Supervised team of 40 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Customer Service Awards through effectively helping with training skills.
Personal Information
Title: Revenue Manager | Director of Sales | Front Office Manager | Assistant General Manager | Customer Service Expert | Casino Table Games Supervisor
Certification
- ServSafe Food Handler's Certification
- Salesforce Certified Administrator
- First Aid Certification
- CPR/AED Certification
- Florida Driver's License
- Certified Pool Operator License
Timeline
AGM/Director of Sales/Revenue Manager
Hampton Inn Suites
01.2016 - 03.2025
Front Office Manager
Hampton Inn Suites
01.2013 - 09.2016
Table Games Supervisor
Seminole Hard Rock Hotel & Casino
10.2008 - 12.2012
Table Games Dealer
Penn National Gaming
07.2005 - 10.2008
Table Games Dealer/Supervisor
Suncruz Casino
07.1998 - 03.2005
Table Games Dealer
Turning Stone Resort Casino
11.1997 - 07.1998
Revenue Management - Revenue Management
Hilton University
Hampton Sales Leadership Certification - Sales, Distribution, and Marketing Operations, General
Hilton University
Associate's degree - Business Administration and Management, General
St. Petersburg College
Casino Table Games - Casino Management
Verona Boces
High School Diploma - College/University Preparatory and Advanced High School/Secondary Diploma Program
Henninger High School
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