KYA WARNSLEY

• Led operational strategy for front office and housekeeping departments, enhancing guest satisfaction and efficiency.
• Streamlined room assignment processes, improving occupancy management and staff productivity.
• Mentored department managers in performance standards, fostering a culture of accountability and excellence.
• Implemented revenue optimization strategies through effective inventory management and pricing adjustments.
• Developed training programs for staff, enhancing service delivery and employee retention rates.
• Collaborated with cross-functional teams to ensure seamless communication between departments, elevating overall guest experience.
• Analyzed operational data to identify trends, guiding strategic decisions for continuous improvement initiatives.
• Established quality assurance protocols, maintaining high standards in room cleanliness and maintenance operations.
• Increased repeat business by cultivating customer loyalty through personalized service offerings and attention to detail.
• Enhanced team productivity through regular training, performance evaluations, and targeted coaching.

• Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
• Monitored budget and utilized operational resources.
• Oversaw day-to-day production activities in accordance with business objectives.
• Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
• Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
• Collaborated with senior management to develop and execute long-term corporate goals and objectives.
• Mentored and coached team members to foster productive and engaging work environment.
• Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
• Defined, implemented, and revised operational policies and guidelines.

• Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
• Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
• Maintained accounting records utilizing in-house and client systems.
• Input high volume of monthly invoices with consistent accuracy.

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Communicate information regarding designated VIP reservations. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individual or department. Oversee accuracy of room blocks and reservations. Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups. Set-up proper billing accounts according to Accounting policies.

Expert MARSHA & FSPMS Navigation

GRC Reporting

Revenue Strategy

• Improved group booking efficiency by streamlining communication between sales, reservations, and event management teams.
• Enhanced guest satisfaction by effectively managing all aspects of group reservations.
• Coordinated room assignments for large groups, ensuring a seamless check-in experience for guests.
• Collaborated with sales team to secure repeat business from clients through exceptional customer service and attention to detail.
• Managed high-priority accounts, providing personalized service and addressing any issues promptly.
• Assisted in creating customized packages for special events and group bookings, resulting in higher overall sales.
• Maintained accurate records of group bookings, facilitating effective communication among hotel departments and ensuring smooth operations during events.
• Provided support to event planners, collaborating with various hotel departments to ensure successful execution of all aspects of group stays.
• Analyzed historical data to identify trends in group bookings, allowing for more informed decision-making regarding future promotions and strategies.
• Handled billing inquiries and resolved disputes efficiently, resulting in increased client satisfaction and loyalty.

• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Monitored and evaluated performance of personnel to confirm compliance with standards.
• Analyzed and evaluated business data to identify opportunities for improvement.
• Evaluated and promptly resolved lodging facility operational issues.
• Created and managed accurate occupancy forecasts and budgets.

• Prospect a list of company and referral leads generated through research, networking, social media, special events
• Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests
• Generate sales presentations and a variety of additional materials for prospective customers highlighting event space, dining and catering services, and facility amenities
• Recognize opportunities to maximize revenue opportunities by up-selling and offering enhancements to create outstanding guest satisfaction for the hotel group
• Assist sales team by managing schedules, filing important documents, and communicating relevant information

• Collected room deposits, fees, and payments.
• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
• Completed late check-ins and directed guests to rooms and facilities.
• Answered phone within 5 seconds throughout shift, closely following strict guidelines for customer service and satisfaction.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Solicited and reviewed guest feedback and promptly resolved complaints.
• Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
• Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
• Confirmed relevant guest information and payment methods to prevent fraud.
• Collected room deposits, fees, and payments.
• Oversaw and organized calendar to schedule reservations and monitor cancellations.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Resolved service-related problems and documented actions in system.

• Managed multiple tasks in high-volume environment.
• Greeted customers with smile and provided helpful suggestions.
• Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
• Supervised and trained staff on preparing and delivering drinks, handling food, and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
• Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business.
• Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
• Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
• Kept bar presentable and well-stocked to meet customer needs.
• Followed alcohol awareness procedures for preventing excessive guest intoxication.

• Unloaded, sorted and stored incoming merchandise.
• Managed inbound receiving departments.
• Managed shipping and receiving team, overseeing training, schedules and work assignments.
• Verified deliveries against paperwork and contacted vendors to resolve discrepancies.
• Conducted counts and audits of inventories to identify and resolve discrepancies in records.
• Gathered and processed merchandise returns.
• Organized storage areas to optimize materials movements and minimize labor hours.
• Maintained accurate computer records of materials weights, bill amounts, and identified variances.
• Communicated with vendor representatives to resolve damaged shipments and item shortages.

• Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
• Improved productivity by increasing customer communication and responding to feedback.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Compiled client profiles and entered information into operating system.
• Utilized revenue management techniques to negotiate room rates and function space commitments to enhance hotel's financial performance.
• Attended and participated in conferences and trade shows to generate new leads, network and drive business.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.

• Performed nightly updates to room charges and rates.
• Balanced hotel accounts and resolved discrepancies.
• Performed daily inventory for keys and linens and detailed information in audit reports.
• Set up and entered financial data into spreadsheets using Microsoft Excel.
• Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
• Generated and printed daily financial reports to track hotel performance.
• Looked over pending check-ins and payment processes to complete closing procedures.
• Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.