Kyle Frey Email & Phone Number

Washington, DC, US

Washington, District Of Columbia, United States

Dallas, Texas, United States

• Transitioned and helped grow a staff of 9 to a team of 20+ as business is starting to return
• On track to hit all 3 of our Hotel's goals for second half of the year vs only hitting 1/3 in the first half
• 'Helpfulness of staff' metric remained unchanged for the year at 93.3 even with the introduction of 7 brand new hospitality hires.
• Managed a team that saw an average increase from 334 surveys received in Q1 to 724 surveys received in Q4

Dallas/Fort Worth Area

• Produced a 33% increase in HRD’s individual Guest Room score through a selected deep clean team
• Showcased a 17% hotel-wide increase in Guest Room Score using a culture of care and individual reinforcement
• Enhanced HRD’s Working order score 23% through an Engineering partnership and department wide instructions
• Oversaw schedule management and payroll expenses for the entire Housekeeping department of 50+ employees

Dallas/Fort Worth Area

• Assisted at Hyatt Regency Chicago during a labor strike and helped oversee multiple teams of outside labor
• Rotated through all departments to build connections and gain deeper understanding of the bigger operation
• Focused primarily in Housekeeping and developed relations with tenured housekeepers to help guide and coach
• Developed an organizational project to help keep track of coaching and training opportunities with Housekeeping

Greater Atlanta Area

- Designed and led an initiative to increase Front Office Upsells to reach a corporate goal of $35,000/M- Responsible for leading a team of 10+ Front Office Hosts and enhancing their customer service and Opera skills - Assisted in pre-shifting hosts on daily expectations of their shifts- Knowledgeable in basic House-keeping operations and able to provide.

Greater Atlanta Area

- Responsible for all making sure all VIPs expectations are met throughout stay, starting with Room types and hotel preferences. - Resolve Room discrepancies to assist with Rooms Management for housekeeping- Follow up on previous day trace requests to ensure any outstanding room moves/guest requests are met- Responsible for analyzing transaction and.

Greater Atlanta Area

- Maintain NPS scores resulting from guest satisfaction surveys received upon check-in & check-out'- Well informed about various business groups in house and their differing clientele and agendas- Responsive to guest concerns and quick implementation for corrective action - Knowledgeable of OPERA pms system used to assist guests in a variety of different.

Fort Myers, Florida Area

Responsible for managing proper guest flow on the main valet driveEstablish Initial and final points of contacts for guests in order to gain and retain lasting relationshipsCross trained in Security to help develop basic understanding of Housekeeping, Housemen, In-room Dining, Engineering departments

Dallas/Fort Worth Area

Attend weekly meetings hosted by various department managers in order to develop a deeper understanding of the inter-workings of hotel operations Knowledgeable about the property's F&B operations and able to provide recommendations that will adequately suit guests' needsProvide excellent guest service that complies with company standards, while.

Fort Myers, Florida Area

Responsible for training new employees in their position as cart attendantProvided a leadership model through encouragement for employees to comfortably ask questions and learn from

Fort Myers, Florida Area

Responsible for relating to upset/questioning customers about issues regarding policies or merchandise return requestsHandled the proper sale and item location for customers throughout the sales floorEffectively conveyed knowledge about new trending technologies to inquisitive customers

Naples, Florida Area

Working at various departments throughout the resort to experience first hand how each department functions in order to gain a better understanding of the big picture. Fine tuning my guest relation and problem solving skills through constantly trying to keep guests content and helping them enjoy their experience in hopes of retaining them for future visits

Gainesville, Florida Area

Attend various council and committee meetings relating to the growth and promotion of local tourism in the Gainesville communityHelp oversee logistics of city wide eventsIdentify trends of short term and long term demographics in order to efficiently determine marketing efforts

Bachelor'S Degree, Business Administration, Hospitality Management

Activities and Societies: Florida Business Leader Society, Inter-Resident Hall Association, Intramural Sports, Toastmasters, Campus.

Education record