Kyan M. Elsey
Baltimore,MD
Overview
10
10
years of professional experience
Work History
Housekeeping Manager
Residence Inn / Fairfield Inn
09.2023 - Current
- Ensuring that the housekeeping department is clean and set to high standard
- Making sure the team is efficiently and effectively working to complete all tasks daily
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
Assistant Front Office Manager
Le Meriden Hotel / Sheraton Hotel
04.2022 - 09.2023
- Applying strategic thinking, innovation, the ability to make financial judgments and quick decisions
- Having an exquisite passion for a service to the business of making guest feel welcome
- Guaranteeing that all guest and customer related task are handled accurately and met to improve guest needs and satisfaction on a timely fashion
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
Operations Manager
Spring Hill Suites
01.2021 - 08.2022
- Responsibilities include registering guest, managing reservations, providing information about the rooms, and rates, as well as amenities
- Being passionate by building the proper team to always deliver great customer service, ensuring powerful successful workforce that delivers
- Maintaining other departments and ensuring that communication, manpower, and tasks are handled and completed daily
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Front Desk Agent/ Supervisor
Fairfield Inn
05.2019 - 01.2021
- Executing great customer service during check in/out of guest tenure at property
- Handling needs of guest accommodations, verifying guest registration, processing payments, issuing room keys, directing staff, scheduling, and creating a safe clean workspace
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Front Desk Agent/ Night Auditor
Spring Hill Suites
05.2019 - 01.2021
- Check guest in and out daily making sure guest feel welcome
- Answered phones, booked reservations respond to emails and electronic reservations
- Kept records of occupied rooms and guest accounts
- Communicating with hotel staff on the status of guest rooms, upselling rooms and promoting all hotel services
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Command Center Lead Officer
ODS Security Solutions
06.2017 - 04.2019
- My duties were to monitor the access control system. Dispatch officers to investigate and report findings Monitor life safety system for fire, supervisor and troubled alarms, baby (HUGS) alarm. Respond and
notify supervisors, building operations and management as needed. Monitor elevator control for error
and alarms. I also monitor security intercom system, assisting new callers. - I monitored over 100 CCTV surveillance cameras, lend aid to visitors, staff, vendors. Monitor and control
all system for status, alarms or malfunctions. Report issues noted to shift supervisor and take corrective
action. - Write incident reports and response procedures for various types of life safety or criminal incidents.
Maintain communications during building emergency situations. Monitor both Security and Engineering
radio frequencies and relay information as needed. If needed patrol entire site to support the shift.
Response to building incidents and to make my present none for safety. - Managed budgets and resources effectively, ensuring optimal allocation for maximum results.
Front Desk Agent/ Supervisor
Fairfield inn
06.2017 - 01.2019
- Check guest in and out of hotel daily making sure guest feel welcome
- Responsible for reservations, respond to billing and solving any complaints coming from guest
- Answered phones, booked reservations, respond to emails and electronic reservations
- Kept records of occupied rooms and guest accounts
- Communicating with hotel staff on the status of guest rooms
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Sales Associate/ Team Lead
Adidas
10.2014 - 07.2017
- Capturing the eye of each and every customer while assisting them with any questions regarding style or simple help with coordinating a complete ensemble or gift items
- Open and close store daily when scheduled
- Goal is to deliver style and performance to you in every way
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Special Police Officer
The Hay Adams Hotel
02.2015 - 05.2017
- Duties is to perform property patrol on this 5-Star Hotel, be observing, write reports, and correcting
- Safely and security deficiencies. I responded to all emergency calls, following emergency procedures.
- I respond to complaints and requests for assistance in accordance with departmental and corporate
- policies and procedures. Provide assistance as necessary and support with outside agencies like FBI,
- Undercover Police, etc.
- Provide factual, thorough, and professional reports through written documentation of all incidents,
- events and actions taken during the course of a shift. Maintain integrity and continuity of lost and found
- articles as well as securing and releasing of found property in accordance with hotel policy and legal
- requirements.
- Maintain confidentiality regarding any information due to the celebrities that come in and out of the
- hotel. Take action required in the course of my duties if anything should happen in accordance with
- corporate and legal requirements. Perform initial investigations and follow-up to complaints. I develop,
- implement and manage safety and loss control programs & initiatives.
- Monitor initial investigations and follow-up to guest/employee complaints, accidents and incidents,
- entering information from these incidents into database as needed. Provide safety and Loss Prevention
- training to new officers. Motivates staff team.
- Provide guest with accurate information of all aspects within the hotel and surrounding area.
- Administrative the functions as related to filing, reporting, photocopying, faxing, etc.
- May be required to testify (criminal or civil) in court. Supervise employee locker and housing audits.
- Monitor 50 CCTV's and follow up on footage recordings. Assist with scheduling and timekeeping for all officers.
Education
Bachelor of Arts - English
Coppin State University
Baltimore, MD05.2007
Skills
- Ordering cleaning supplies
- Training and mentoring
- Cleaning and sanitation
- Folding clean laundry
- Emergency response readiness
- Scheduling
- Reservation handling
- Data inputting
- Quickbooks
- Employee relations and conflict resolution
- Management
- Policies and procedures implementation
- Performance monitoring
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 25 staff members.
- Documented and resolved numerous issues which led to great rapport and a safer and much comfortable work environment.
- Guest service review scores rapidly increased.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved many accolades by introducing and training the staff on various systems ( Marsha, Fosse, Opera, Lightspeed) with system updates of consistent task modules for the property.
Timeline
Housekeeping Manager
Residence Inn / Fairfield Inn
09.2023 - Current
Assistant Front Office Manager
Le Meriden Hotel / Sheraton Hotel
04.2022 - 09.2023
Operations Manager
Spring Hill Suites
01.2021 - 08.2022
Front Desk Agent/ Supervisor
Fairfield Inn
05.2019 - 01.2021
Front Desk Agent/ Night Auditor
Spring Hill Suites
05.2019 - 01.2021
Command Center Lead Officer
ODS Security Solutions
06.2017 - 04.2019
Front Desk Agent/ Supervisor
Fairfield inn
06.2017 - 01.2019
Special Police Officer
The Hay Adams Hotel
02.2015 - 05.2017
Sales Associate/ Team Lead
Adidas
10.2014 - 07.2017
Bachelor of Arts - English
Coppin State University
Similar Profiles
Robert RussoRobert Russo
General Manager at Residence Inn Portland NorthGeneral Manager at Residence Inn Portland North
David TadesseDavid Tadesse
Front Office Supervisor at Fairfield Inn & Suites by MarriotFront Office Supervisor at Fairfield Inn & Suites by Marriot
LICENA E. BENZAQUEN REATEGUILICENA E. BENZAQUEN REATEGUI
HOUSEKEEPER at Fairfield Inn & Suites by MarriotHOUSEKEEPER at Fairfield Inn & Suites by Marriot