Hospitality and customer service expert.
Resume:
Kelly B. Quinn
Dallas, TX 75219
*********@*****.***
Intuitive and enthusiastic leader with a passion for providing every customer with an experience that exceeds their expectations through personal relationships, creative experiences, and excellence in service delivery . A detail oriented individual skilled in the development and implementation of programs and services, and analyzing, evaluating, and providing feedback for constructive change.
Work Experience
Quality Assurance Lead Unicor 2019 to 2020
●Inspected product at various stages of production for quality compliance.
●Produced production evaluation reports to provide feedback to operators and management on a daily basis.
Event Coordinator W Dallas-Victory 2019
●Identified customer needs, expectations, and desires for their event
●Coordinated contact with customers, vendors, and events team throughout planning process to ensure event success and client satisfaction
●Liaised with all parties during events to guarantee event success
●Managed space reservation and usage for event space in the hotel
●Created a Lookbook for all of the hotel’s event spaces for use by the events and sales teams
VIP and Club Services Concierge/Room Inspector Sheraton Dallas 2016 to 2019
●Emphasized personal connections and systemic delivery of excellent service to increase ‘Sheraton Club Satisfaction’ by 3.5% in 2018 (currently the highest score for this metric in property history) and achieve an 'Overall Lounge Satisfaction' score 4.2% ahead of brand average
●Executed Franklin Covey Breakthrough Leadership program in both Housekeeping and Guest Services divisions.
●Developed and implemented VIP and Club Services Checklist.
●Established and executed a loyalty program that recognized our most valued guests. This included collaboration with multiple departments and averaged 75 guests per week.
●Served as single point of contact for VIP guests, including greeting and personalized amenities.
●Provided seamless check-in and check-out experiences for elite guests.
●Drove the addition of vegan options to accommodate vegetarian and vegan guests so that all Elite guests feel welcome and appreciated in the Club Lounge.
●Inspected rooms to ensure cleanliness and brand standards to exceed expectation for VIP guests.
●Supervised room attendants and house attendants in meeting brand standards and exceeding guest expectations.
Quality Assurance Inspector Unicor 2011 to 2016
●Inspected product at various stages of production for quality compliance.
●Produced production evaluation reports to provide feedback to operators and management on a daily basis.
Assistant Professor/Student Counselor East Texas Baptist University 2003 to 2010
●Developed and taught new courses
●Taught full course load to upper level psychology students
●Developed and ran Student Counseling Center
Program Director Meadow Pines 2001 to 2003
●Recruited and supervised staff of over 80 mental health professionals and paraprofessionals
●Developed and implemented training programs in compliance with state regulations and program goals
●Evaluated client needs, resources, and strengths
●Spearheaded joint commission site review task force
Administrator Buckner International 1995 to 2001
●Supervised regional office team of professional and paraprofessionals in multipronged service delivery
●Wrote successful grant applications for both state and private funds
●Developed and enforced policy and procedures for statewide organization in compliance with state regulations and program goals
●Served as Clinical Expert on national review team for Council on Accreditation site visit
Education
Hardin-Simmons University MA Family Psychology 1991
Hardin-Simmons University BA Bible/Psychology 1988
Equipment and Software
Microsoft Word, Excel, PowerPoint, and Outlook Personal computers
StarGuest Projectors
LightSpeed Copiers
HotSOS
GXP/Empower
SPSS (Statistical Package for the Social Sciences)
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