Kelley Harris Email & Phone Number

Maryville, TN, US

Townsend, Tennessee, United States

• Composed and managed company strategic plan goals for multiple departments –Events, Customer Service/Concierge, and Spa and Wellness – for three high end hospitality properties.
• Provided support and guidance for departmental directors to execute key strategies resulting in meeting and exceeding company goals in revenue, profit, retention, and guest experience.
• Increased retention by 45% across departments.
• Increased revenue by 10% over budget across departments.
• Increased guest satisfaction metrics across departments by over 5% increase, which was a company leading metric.
• Worked alongside Marketing VP to create annual and monthly marketing strategies for multiple properties and brands within overall company goals and directives.

• Capitalized on opportunities to streamline between two departments – Events and Spa/Wellness – for two properties.
• Hired, mentored and maintained strong leaders within departmental oversight.
• Created guest experience guidelines for department leaders, used to ensure hospitality expectations were high and met regularly.
• Oversaw opening of Spa and Wellness program and facilities for new hotel.
• Evaluated departmental success and recommended improvement or modification.
• Innovated mapping and rating system for creation of event programming to ensure metrics for company goals met across numerous categories within marketing strategy.