Kristen Thompson Email & Phone Number

Monroe, Ny, Us

Monroe, Ny, Us

Rosebery, Nsw, Au

North Vancouver, Bc, Ca

• Created and implemented a sensible SOP training plan that enhanced 1-on-1 customer service and sales skills, instilled leadership and ownership in keyholders, and supported the achievement of sales targets in excess of $10m annually.• Built and developed a capable core team through leading by example, coaching in the moment, and empowering each individual to self-lead and self-evaluate through all development plans and training opportunities.• Directed the employee experience cycle, by overseeing hiring and training, conducting reviews and creating development plans, determining appropriate staffing levels, and supporting a leadership pipeline.• Collaborated with the Store Manager and local community team to plan and execute community engagement events that sought to propel brand awareness and build brand loyalty in the local area.

• Conducted regular audits of reservation accuracy and revenue fluctuation for inconsistencies, validated SOP conformity and provided rate and inventory tracking details to Revenue Management team for review and next steps.• Managed room and rate inventory, group block and transient bookings, and overbooking limits in coordination with the Sales and Complex Revenue Management teams.• Executed rooming lists and routed billing requirements, handled all changes and revisions, validated BEOs and group turnovers for accuracy, and monitored cut-off dates and group pick-up toward attrition and performance clauses.• Communicated with guests and corporate partners across multiple media channels simultaneously with high efficiency, providing first class service and upholding Conrad, Hilton, and Forbes standards.• Provided interdepartmental support, including handling on-site needs for off-site partners and ad-hoc tasks for Executive Office and Executive Committee members.

Vancouver, Bc, Ca

• Acted as a role model in demonstrating sales leadership, remaining a constant visible presence, and supporting in all efforts to develop the store into a $12m location.• Created a positive and effective daily workflow, assigning tasks and responsibilities based on strengths and learning opportunities, and monitoring and adjusting hours usage as needed.• Motivated the team to consistently offer excellent customer service and curate memorable experiences by recognizing and rewarding exemplary performance and inspiring ownership.• Observed and monitored KPIs to provide coaching and feedback to low-performing team members, working collaboratively with the management team to provide support and lead by example.• Validated the accurate representation of all visual displays and merchandising directives, ensuring that core products were highlighted, inventory levels were protected, and new product knowledge was effectively communicated.Opening Team

Us

• Developed and sustained a customer-focused culture by coaching team members toward creating exceptional shopping experiences to achieve a consistent goal of expanding our customer base, retaining clients, and building brand loyalty.• Participated in hiring process by recruiting, interviewing, and training newly on-boarded team members to ensure top talent that was in alignment with company values.• Monitored and set KPIs to analyze key business objectives and drive profitability to reach daily, weekly, and monthly targets. • Collaborated with the GM and VP of Strategic Sales to conceive aesthetically appealing visual displays to maximize sales, including item placement, trend statements, and sale setups.• Managed inventory supply and stock levels through loss prevention protocols, regular cycle counts and audits, discrepancy reports, damage log, and placed replenishment orders based on sell through to support business needs. • Set and upheld all operational standards such as product knowledge training, dress code, behavior and attendance, cash handling, loss prevention, and COVID-19 procedures.Pre-Opening/Opening Team

Mclean, Va, Us

• Oversaw daily hotel operations, actively supported in all levels of business, monitored rate and revenue management, and acted as General Manager in their absence.• Conducted hiring of all Front Office positions and customized goal-oriented development plans for underperforming team members, relying on a combination of coaching techniques and incentives to increase performance while boosting morale.• Analyzed and reported on daily, weekly, and monthly ability to meet and exceed KPIs and uphold SLAs, focusing on optimizing guest retention and brand loyalty through high level engagement and strong operational consistency to hit a targeted yearly revenue of over $7m.• Investigated and responded to all internal and external guest complaints, providing resolutions that were both satisfactory to the guest and the hotel, while minimizing the necessity for the 100% Guarantee whenever possible.• Participated in all Quality Assurance inspections, validating competencies and operational compliance to ensure all departments were acting in accordance with brand standards.• Implemented a firm credit card policy, which reduced chargebacks by over 50% and maintained a 90% success rate in winning disputes.

Mclean, Va, Us

• Participated in daily front desk activities including, but not limited to, creating and welcoming reservations, collecting payment, balancing cash and house accounts, prioritizing housekeeping schedules and maintenance work orders, handling guest concerns, and providing concierge services.• Created a targeted action plan that increased Hilton Honors enrollment month over month, allowing for a 30-40% increase from inception, while also improving program knowledge across the Front Desk team.• Drafted correspondence and contracts on behalf of the Sales Director and General Manager, providing project management support with all further responses and follow up planning. • Upheld an orderly work space by maintaining office, kitchen, and storage spaces, organizing all filing and audit paperwork, and adhering to all OSHA and DOH requirements.

Bear Mountain, New York, Us

• Directed and supervised guest check-in procedures, ensuring a seamless and personalized arrival experience, exercising strong leadership and problem-solving abilities to effectively resolve guest issues, guaranteeing a superior customer experience.• Provided mentorship and guidance to new team members, offering ongoing support and feedback to facilitate their growth and success.• Collaborated with the Sales team to coordinate and conduct site tours for prospective clients, showcasing the hotel's unique features and historical significance to inspire interest and secure bookings.• Successfully oversaw and coordinated multifaceted operational tasks, encompassing Housekeeping, Maintenance, Security, and Concierge functions, demonstrating versatility and adaptability in managing diverse responsibilities.

Bear Mountain, New York, Us

• Accountable for the delivery of spa and salon services, monitoring hours usage, payroll validation, and sales and merchandising of retail product.• Focused efforts toward continually improving guest satisfaction, driving revenue through package creation and upselling, and increasing Spa integration with other departments.• Planned and participated in staff meetings to build team morale, foster new ideas, and maximize guest experience through product knowledge training and service techniques.

Aventura, Fl, Us

• Directed guest flow throughout the Spa facilities, prioritizing service excellence while maximizing time efficiency and profitability, which earned the Spa a Forbes Four-Star rating.• Remained aware of the importance of sales, consistently using every opportunity to upsell and suggestive sell, which allowed me to lead the Spa team in treatment and retail sales in both quantity and dollar value.• Liaised with the Front Desk, Concierge, Food & Beverage, and Membership teams to ensure memorable service for every guest, collaborate on new packages, prioritize service follow-through, and drive Club membership enrollment.• Maintained constant awareness of treatment protocols and service providers' skillsets so that the right guest could be matched to the right therapist and right service, always aiming to provide exceptional value and promote repeat visits.

Aventura, Fl, Us

Rotation: Spa (8 weeks), Front Office/Concierge, Night Audit, Kitchen/IRD, Housekeeping (1 Week each).• Greeted and checked-in guests.• Assisted guests with booking appointments and reservations.• Replenished, cleaned, and organized Spa locker rooms, guest rooms, and public areas.• Charged out accounts and print daily reports.• Prepped and plated food for production or service.• Set-up and broke-down event and banquet spaces.• Served and bussed tables.