Kynetra Jones
Summary
Experienced with managing front office operations and enhancing guest experiences. Utilizes strategic planning and team leadership to drive efficiency and customer satisfaction. Track record of leveraging problem-solving skills to navigate complex situations and maintain high standards.
Known for effectively managing teams and driving operational excellence to meet organizational goals. Valued for fostering collaborative work environment and adapting to dynamic business needs with ease.
Overview
10
10
years of professional experience
Work History
Front Office Rooms Control
Gaylord Opryland Resort
02.2017 - 12.2017
- Managed inventory of 2,888 rooms.
- Applied proper blocking strategies and allotted various rooms to large groups and guests with specific needs.
- Coordinated with Housekeeping and Rooms Reservations' staff on a continuous basis to maintain accurate status of all guest rooms.
- Answered calls of reservation inquiries in a professional manner.
- Managed Out of Order inventory,room inventory, guest requests and room management changes.
- Proven ability to learn quickly and adapt to new situations.
- Blocking rooms for high arrival days to ensure that we met group and guest needs.
- Managed hotel inventory with limited rooms through hotel renovation.
Director of Front Office
Marriott Nashville Airport
10.2024 - Current
- Oversee all Front Office operations including Guest Services, PBX, Shuttle, and Night Audit, ensuring seamless daily execution for 390+ rooms.
- Lead, coach, and develop a team of 30+ associates and supervisors, focusing on service delivery, problem resolution, and guest loyalty.
- Partner with HR on staffing, compliance, and performance management, including onboarding, coaching, and progressive discipline.
- Manage airline crew accounts, group logistics, and labor cost control to ensure budget alignment and operational efficiency.
- Implement training initiatives and recognition programs that boosted guest satisfaction and team engagement scores.
- Streamlined front office operations to enhance guest satisfaction and service efficiency.
- Led team training initiatives to improve service standards and operational consistency.
Assistant General Manager
Staybridge Suites
03.2024 - 10.2024
- Assisted the General Manager in day-to-day operations such as overseeing front desk, housekeeping, and maintenance departments.
- Coordinated staff schedules, ensuring optimal coverage during peak times and events.
- Oversaw daily financial transactions, ensuring accuracy and compliance with company policies.
- Handled customer complaints and feedback, ensuring all issues were resolved to maintain high levels of guest satisfaction.
- Supervising front office operations, ensuring guest interactions were handled professionally and efficiently.
- Collaborated with housekeeping and maintenance teams to ensure smooth daily operations.
- Increased guest satisfaction scores through implementation of staff training.
- Managing and maintaining the hotel's budget.
Director of Rooms
White Lodging
08.2023 - 03.2024
- Develop and implement strategies to improve guest satisfaction and loyalty, including implementing a guest recognition program and monitoring guest feedback and reviews.
- Develop and implement innovative strategies to optimize room revenue and occupancy.
- Create and oversee a comprehensive training program for rooms division staff to enhance guest service skills and ensure consistent service delivery.
- Develop and implement strategies to enhance employee engagement and retention, including creating a comprehensive employee recognition program and conducting regular employee satisfaction surveys.
- Streamlined room booking processes for increased efficiency and enhanced guest experience.
- Issued supplies and equipment to employees, regularly checking inventories to meet demand and support successful operations.
Front Desk Manager
White Lodging
08.2021 - 08.2023
- Provide the maximum quality of service to the guests while maintaining the hotel's high standard of service, and hospitality.
- Hire, train, and empower employees to be a part of a team, by leading by example, encouraging teamwork, and backing hotel vision with action and rewards in all areas of the hotel.
- Monitor and respond to guest satisfaction scores and ensure that all complaints regarding service and/or accommodations are investigated and resolved.
- Oversee front desk operations and department productivity, managing and driving ADR, room inventory, room sale price-points and adjusting them based on business demand.
- Work closely with other departments, to help drive guest satisfaction.
- Working with Upper management and Human resources to learn and implement the White Lodging Way.
- Trained and mentored front desk staff, enhancing team performance and service delivery standards.
Assistant Call Center Manager
Gaylord Opryland Resort
10.2019 - 08.2021
- Active Manager on Duty: Oversees call center stars who distribute vital information to guests that have questions or need specific items during their stay; Assists leadership with incentives to improve GSS scores as well as elite scores.
- Overnight Manager Experience: Ensures overnight checklist is completed; Preparation of accurate information on daily reports sent to Executive Committee; Execute next day arrival setup; Works with Finance department to ensure requirements for rolling date are satisfied.
- Managing Hiring and Payroll: Monitors payroll to ensure agents are appropriately paid and closes payroll; Active in interviewing, hiring and onboarding, tracks and administers documentation, daily reports, and scheduling.
Front Desk Supervisor
Gaylord Opryland Resort
12.2017 - 10.2019
- Acting Manager on Duty: First person of contact for any guests or employee opportunities. Completed daily reports as well as assisted in payroll, hiring, documentations, department meetings, and scheduling.
- Led and assisted with the completion of daily shift requirements.
- Handled complaints, settled disputes, and resolved grievances and conflicts.
- Oversaw Bell/Door staff, Rooms Control, Celebrity Services, Consider it Done, and all Front Desk operations.
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Created new training for new hire employees
- Worked with upper management to help with opening of new Soundwaves water park experience.
Night Audit Supervisor
Gaylord Opryland Resort
12.2017 - 12.2018
- Supervised nightly operations and ensured compliance with hotel policies and procedures.
- Coordinated front desk team activities, optimizing workflow to enhance guest satisfaction.
- Conducted audits of financial transactions, ensuring accuracy and adherence to accounting standards.
- Trained new staff on operational procedures and customer service excellence.
- Implemented process improvements that increased efficiency in nightly reporting tasks.
- Resolved guest concerns promptly, maintaining high levels of customer service throughout shifts.
Front Desk Agent
Gaylord Opryland Resort
02.2016 - 02.2017
- Managed check-in and check-out processes using property management system efficiently.“Discover-and-Delighting” for special occasions and celebrations.
- Worked efficiently and productively in a fast-paced environment.
- Greeted and assisted guests, ensuring exceptional customer service experiences.
- Provided information on resort amenities and local attractions to enhance guest experiences.
- Recognized as one of the key players, always flexible, and ready to help where needed.
- Certified Trainer: Lead two-week onboarding program for all Front Office positions, which include Bell Services, Celebrity Services, Rooms Control, Guest Experience Experts, and Consider it Done.
Education
Bachelor of Science - Concentration in Health
Middle Tennessee State University
Murfreesboro, TN12.2014
Skills
- Communication skills
- Leadership
- Analysis skills
- Customer service
- Employee relations
- Recruiting
- Teamwork and collaboration
- Problem-solving
- Attention to detail
Timeline
Director of Front Office
Marriott Nashville Airport
10.2024 - Current
Assistant General Manager
Staybridge Suites
03.2024 - 10.2024
Director of Rooms
White Lodging
08.2023 - 03.2024
Front Desk Manager
White Lodging
08.2021 - 08.2023
Assistant Call Center Manager
Gaylord Opryland Resort
10.2019 - 08.2021
Night Audit Supervisor
Gaylord Opryland Resort
12.2017 - 12.2018
Front Desk Supervisor
Gaylord Opryland Resort
12.2017 - 10.2019
Front Office Rooms Control
Gaylord Opryland Resort
02.2017 - 12.2017
Front Desk Agent
Gaylord Opryland Resort
02.2016 - 02.2017
Bachelor of Science - Concentration in Health
Middle Tennessee State University
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