Work History

Work History
Feb 2010 - Present

Assistant General Manager

Scott Enterprises

Privately held award winning hospitality company based in Erie, PA whose portfolio includes multi-branded hotels, conference/banquet facilities, restaurants, ski and golf resort and a top-ten North American indoor water park resort.

  • Support the company mission "to exceed guest expectations by providing memorable experiences".
  • Oversee the day to day functions of the hotel focusing on delivering excellent customer service, optimizing revenue and controlling labor costs and expenses.
  • Support General Manager in providing leadership, guidance and assistance to hotel and sales staff.
  • Developed and presented company-wide Customer Service training program to increase overall guest satisfaction.
  • Respond and resolve guest issues and complaints via direct contact or through brand systems.
  • Review, approve and track accounts payable expenses, rebates, complimentary rooms and meals, tax exemptions, guest loyalty incentives, commissions and direct billing.
  • Support General Manager in reviewing STAR Reports, competitive analysis, and booking trends to establish goals for daily, weekly and monthly revenue; adapt rate strategy to maximize revenue and to achieve goals.
  • Verify voucher distribution and tracking for the company-owned indoor water park.
  • Prepare reports pertaining to the operation of the hotel to include, but not limited to the annual and monthly Forecast, Marketing Budget, and Booking Report for General Manager and ownership.
  • Build and maintain rapport with internal stakeholders (Executive Team, Sales and Corporate Services) to ensure in providing a customer experiences that exceed the customer's expectations and to maximize revenue.
  • Implement new Standard Operating procedures as directed by franchise and/or ownership.
  • Manage in compliance with brand and company policies and procedures.
May 2009 - Feb 2010

Manager In Training

Scott Enterprises

Learned aspects of running a hospitality business by rotating through different corporate and operation departments.

  • Corporate Services:
    • Develop and report wrap-up reports for Executive Team (Cost per Occupied Room Report, Sold/Unsold Report, Daily Statistics and Previous Year Comparison).
    • Shadowed Corporate Sales Manager in completing outside sales calls to gain new business and maintain current business.
    • Research and present comprehensive competition analysis of Conference Centers in tri-state area.
    • Shadowed Reservation Center Agents in booking reservations for hotel/indoor water park packages.
    • Assisted in research and presentation of FFE options for company renovation projects.
  • Hotel Operations:
    • Became a team expert n Hilton and Marriott Property Management Systems.
    • Acted as Manager On Duty when needed.
    • Trained as Executive Housekeeper to learn brand standards and ensure compliance.
    • Assisted in hotel opening by contracting vendors, organizing shipments, room set-ups and as directed by property manager.
  • Banquet/Conference Center Operations:
    • Shadowed Conference Center manager during events.
    • Assisted in event set-up and tear down.
    • Shadowed Bridal Consultants and Detailers when meeting with clients.
May 2008 - Aug 2008

Palace Hotel

Complete immersion into the European culture and hospitality industry.

  • Performed general guest services duties.
  • Translated for fellow guests and employees (Italian to English, English to Italian).
Dec 2007 - May 2008

Guest Services Associate

Comfort Inn

Performed basic duties as required by daily hotel operations.

  • Assisted in the Monday Manager's Reception by conversing with guests and serving a light meal.
May 2007 - Sep 2007

Front Desk Associate/Night Manager

Hotel Vista Del Mar & Snug Harbor Inn

Performed basic duties as required by daily hotel operations; was responsible for control over the property during the overnight hours.

  • Responsible for nightly set-up of manager's receptions, daily breakfast and welcome snacks.
  • Completed room inspections to ensure cleanliness and comfort.
  • Prepare night audit paperwork consisting of daily statistics and financials.
May 2006 - Aug 2006

Intern

Staybridge Suites

Learned different aspects of department operations by rotating throughout the hotel.

  • Assisted in maintenance duties to keep property neat and in working order; assisted in Suite Care - preventative maintenance program.
  • Assisted in set-up and hosting duties of both the daily breakfast and nightly manager's reception.
  • Shadowed housekeeping department - including learning how to clean a room, maintaining public area cleanliness and laundry procedures.
  • Performed duties of a Front Desk Associate.
  • Assisted Sales Department in preparation of a sales blitz for a newly open hotel.

Education

Education

Certifications

Certifications

TIPS

Health Communications, Inc.

RAMP

Pennsylvania Liquor Control Board

First Aid & AED

American Red Cross

Food Safety Manager

National Registry of Food Safety Professionals

References

References

Cara Herbstritt

I worked with Kellyn Klima at Scott Enterprises in my roles as Director of Sales and Reservation Center Manager.  As DOS, I led the team of Managers-In-Training on the Conference Center Competitive Analysis project.  I found Kellyn to be consistently pleasant, tackling all assignments with dedication and a smile.  In my role of Reservation Center Manager, I worked with Kellyn to assign room blocks at the hotel and we worked together to resolve guest issues.  I found Kellyn to be responsive to guest needs and to go above and beyond to represent Scott Enterprise's mission of exceeding guest experiences.

I was impressed with Kellyn's determination to learn the hospitality business inside and out.  I feel that Kellyn had consistently demonstrated an ability to rise to any challenge that she faced.  I am confident that Kellyn would be a valuable asset to any company she chooses to part