Kayla Lee Email & Phone Number

Richmond, BC, CA

• Manages and leads a team of approximately fifty Hotel Cleanliness Experts in maintaining cleanliness standards and achieving department and hotel goals
• Ensures all guest inquiries and concerns are prioritized and responded to in a timely manner
• Recognizes the contribution of team members by celebrating individual achievements that directly impact department and hotel goals
• Monitors monthly expenses and labour costs to ensure expenditures remain within budget without compromising business needs
• Champions the Breakthrough Leadership Today program to communicate our hotel goal standings and encouraging the team to set weekly SMART goals
• Junior Business Council member representative for Delta Vancouver Downtown Suites

• Managed the performance of guest services agents, night audit, bellpersons, and guest services and night managers to ensure the front office team followed all PGH standards of guest service
• Communicated, coordinated, and collaborated with other departments to ensure the guest experience was seamless from check in to check out
• Maximized revenue by yielding rates for same-day airline delays and maintaining the upsell program to generate incremental revenue
• Created department schedules while following operational needs, budgets, and scheduling guidelines of the collective bargaining agreement
• Forecasted expenses and adhered to budgets for the front office department
• Performed hiring procedures including selecting candidates for interviews, conducting interviews, and onboarding the successful candidate

• Acted as a liaison and supported all departments within the rooms division to maintain high quality standards for guest rooms, amenities, and service
• Assisted in managing a team of approximately 70 housekeeping employees and supported the team with an entrepreneurial spirit in reaching both departmental and hotel business goals
• Participated in the hiring process by attending career fairs, screening resumes, and conducting telephone and in person interviews
• Managed the inventory of all housekeeping supplies and prepared purchase orders to replenish supplies while remaining within budget
• Assisted in forecasting expenses for the housekeeping department
• Championed large projects within the hotel, including the installation of a new phone system

• Promoted to Guest Services Manager by excelling and exceeding expectations as a Guest Services Agent and demonstrating the ability to take on more leadership responsibilities
• Assisted in managing a team of approximately 30 Guest Services Agents and Bellmen to ensure employees were providing guests with excellent service
• Acted as a resource for all employees and various channels in addressing guest complaints and concerns
• Assisted in the recruitment and training of front office team members in various positions
• Managed the inventory of all front office supplies and prepared purchase orders to replenish supplies while remaining within budget
• Accountable for emergency situations and making prompt decisions based on the best interest of both guests and the hotel

• Acted as the Manager on Duty and supported the hotel in diverse guest and operational issues
• Analyzed various reports and ensured accuracy in room rates and billing arrangements before the end of the business day
• Created reports for the morning team to inform them of important information and prepare them for their shift
• Conducted security patrols to guarantee the safety of guests and employees
• Audited end of business day reports and maintained accuracy by cross-referencing data and balancing all revenue outlets
• Generated accurate figure and reports that were used by the leadership team to forecast occupancy and revenue

• Acted as the Manager on Duty and resolved all customer complaints to retain customer loyalty
• Provided excellent customer service by proactively interacting with customers and recommending products based on their needs, wants, and style
• Increased sales and exceeded KPI’s by planning and executing product placement plans

• Promoted from Store Associate to Key Holder/Assistant Team Leader within eight months by taking initiative on managerial tasks and maintaining accuracy in daily cash summaries
• Acted as the manager on duty and ensured daily operations were completed by the team
• Responded to and resolved all customer inquiries and concerns, including damaged goods and returns, in a professional and friendly manner
• Effectively trained newly promoted Key Holder's by creating a document that outlined all management tasks and processes. Received feedback from promoted employees that the document was "their go-to resource on how to.
• Reinforced communication between employees and management by creating documents for the communication board and ensuring each employee was aware of new postings and information
• Recognized by Manager for efficiency and teamwork by removing over 100 feet of seasonal display with a team of five and replacing with Valentine's display within an eight hour time frame

• Improved a grade nine student's mark in mathematics from a failing grade to 78% and science from a passing grade to 71% by creating notes and lesson plans tailored specifically to the student's learning style
• Allocated appropriate time spent on each concept based on the student's understanding by creating, providing, and marking relevant worksheets

Bachelor Of Commerce - Bcom, Specializing In Human Resources, Sociology Minor

Education record

Activities and Societies: The Environmental Green Team, Career Preparation