Michael Huff
Hodgenville,KY
Summary
Strategic leader with over 8 years of experience in enhancing guest satisfaction and operational efficiency in high-volume settings. Expertise in hotel management and customer service, driving revenue growth through exceptional service delivery. Skilled in resource coordination and strategic planning, with a strong focus on team development and communication. Committed to fostering productive workplaces that prioritize results and employee fulfillment.
Overview
9
9
years of professional experience
Work History
General Manager / Director of Sales
Holiday Inn Express/ Kickstart Management
Horse Cave, KY
02.2025 - Current
- Directed daily hotel operations to align with IHG brand standards and enhance guest experiences.
- Cultivated effective communication and teamwork across front desk, housekeeping, maintenance, and breakfast services.
- Managed group contracts, invoices, and financial transactions with third-party service providers.
- Oversaw budgeting, forecasting, and labor controls to enhance profitability and operational efficiency.
- Implemented service recovery strategies that elevated Guest Satisfaction Index (GSI) scores.
- Collaborated with Regional Manager and ownership to ensure compliance and execute property improvement plans based on market research.
- Promoted a positive workplace culture through approachable leadership during peak periods.
District Manager
Encore Vapes and Smokes
08.2024 - 12.2024
- Managed operations across 6 retail locations, ensuring alignment with corporate standards and policies.
- Implemented effective recruiting strategies to attract top talent and enhance team performance.
- Developed cross-location training programs to enhance service consistency and operational standards.
- Monitored sales performance metrics to identify trends and adjust strategies accordingly.
- Personally directed daily operations in 2 retail locations including inventory control, merchandising, and staff supervision.
- Increased revenue through targeted sales campaigns and customer loyalty initiatives.
Business Operations Specialist
Kickstart Management
03.2024 - 08.2024
- Conducted operational audits, market research, SWOT Analysis and customer service process improvements.
- Supported the execution of training programs to enhance team capabilities and operational performance.
- Gained foundational leadership and operational knowledge, leading to rapid promotion inside Kickstart Management.
Client Experience Specialist / Traveling Technical Support
Boss Laser
Sanford, FL
03.2023 - 03.2024
- Served as a key point of contact with clients throughout the sales and post-purchase process, ensuring a seamless and supportive customer experience.
- Prompted more than 200 5-star reviews for customer service through the Better Business Bureau and Trustpilot by delivering consistent, personalized support.
- Troubleshot laser machines ranging from $4,000 desktop models to $500,000 industrial systems, guiding clients through complex technical issues with clarity and patience.
- Built and maintained strong relationships with small business owners, educators, and hobbyists by understanding their needs and matching them with the right laser solutions.
- Collaborated with technical and sales teams to ensure accurate communication of product details, capabilities, timelines, and training resources.
- Provided onboarding and training support to clients, helping them maximize product functionality and satisfaction.
- Traveled to customer businesses to conduct customer trainings, receive guest feedback, and partnered with homebase teams to ensure seamless support and follow-up.
Entertainment Coordinator/Performer
Walt Disney World Parks and Resorts
Orlando, FL
08.2016 - 02.2023
- Communicated operational expectations to Cast across in-park locations, including guest carry targets, dining venue guest counts, and show times, cues, and contingencies.
- Facilitated and ensured understanding of operating procedures, Union and Equity contracts, and company documentation.
- Prioritized and multitasked in high-energy environments, such as the Grand Opening of Toy Story Land and Galaxy’s Edge, including all shows, performances, and character meet-and-greets.
- Performed and coordinated with performers and attendants to produce fun and immersive shows like Pixar Live, Green Army Boot Camp, and Galaxy’s Edge.
- Deescalated emotional Guest and Cast situations using respect, empathy, and clear communication.
- Provided interpersonal and emotional support to fellow Cast, including during pandemic furlough and job loss periods.
Park Ops Coordinator/ Group Facilitator
Walt Disney World Parks and Resorts
10.2020 - 10.2021
- Collaborated with cross-functional partners to complete tasks including attraction cleaning, reuniting lost families, and controlling Guest flow during high-traffic periods.
- Created 'grab & go' guides for Cast, listing essential duties, PPE locations, and operational resources.
- Supported new Guest experiences such as EPCOT Cavalcades through coordination with Park Operations and Entertainment teams.
- Executed leadership decisions to meet safety, efficiency, and cleanliness benchmarks, including deployment of enhanced cleaning teams.
Education
Master of Science - Organizational Leadership
University of Denver
Denver, CO06.2021
Bachelor of Science - Marketing
Western Kentucky University / Harlaxton Manor (UK)
Bowling Green, KY12.2015
Post-Crisis Hospitality Management Certificate -
University of South Florida
Tampa, FL02.2021
Post-Crisis Leadership Certificate -
University of South Florida
Tampa, FL06.2020
Skills
- Hotel Operations Management
- Customer Experience Optimization
- Marketing/ Branding
- Team Leadership & Training
- Budgeting & Forecasting
- Process Efficiency
- Service Recovery Strategies
- Cross-Functional Collaboration
- Process Documentation
- Event & Entertainment Coordination
- Conflict Resolution
- Public Speaking
Timeline
General Manager / Director of Sales
Holiday Inn Express/ Kickstart Management
02.2025 - Current
District Manager
Encore Vapes and Smokes
08.2024 - 12.2024
Business Operations Specialist
Kickstart Management
03.2024 - 08.2024
Client Experience Specialist / Traveling Technical Support
Boss Laser
03.2023 - 03.2024
Park Ops Coordinator/ Group Facilitator
Walt Disney World Parks and Resorts
10.2020 - 10.2021
Entertainment Coordinator/Performer
Walt Disney World Parks and Resorts
08.2016 - 02.2023
Master of Science - Organizational Leadership
University of Denver
Bachelor of Science - Marketing
Western Kentucky University / Harlaxton Manor (UK)
Post-Crisis Hospitality Management Certificate -
University of South Florida
Post-Crisis Leadership Certificate -
University of South Florida