Nicole Dykstra

Human Resources leader with progressive leadership experience directing HR strategy, employee relations, and workforce planning for organizations ranging from 100 to 2,000 employees, including service on an executive Core 6 Leadership Team. Proven track record in full-cycle recruitment, benefits and compliance administration, compensation planning, and performance management, paired with a background in luxury operations leadership that deepened first-hand expertise in workforce strategy, budget management, and crisis management. Committed to building engaged teams, fostering positive workplace cultures, and aligning people strategies with organizational objectives.

Career Sabbatical at Dykstra Family Estate (2021-09 – Present)

Purposefully stepped away from full-time employment to manage family responsibilities, oversee estate administration, complete extensive home restoration projects, and pursue continued professional development while preparing for a return to a leadership role.

• Managed complex estate administration and major residential restoration projects, coordinating contractors, budgets, timelines, and critical home infrastructure improvements.
• Developed practical expertise in project management, vendor negotiations, large machinery operation, land tending, budgeting, problem-solving, and residential systems through hands-on management of extensive renovation and maintenance initiatives.

Human Resources Director | Front Office Director at Pyramid Hotel Group (2019-06 – 2021-09)

Served as a member of the executive Core 6 Leadership Team, directing Human Resources and Front Office operations for a dual property hotel with approximately 150 employees and additional contract labor while partnering with executive leadership on workforce strategy, employee engagement, and operational performance.

• Planned and facilitated monthly all-employee meetings, compliance training, and professional development initiatives while independently establishing rotating wellness programs—including blood drives, vision screenings, and flu vaccination clinics—to enhance employee engagement and organizational culture.
• Led full-cycle recruitment, interviewing, hiring, onboarding, and offboarding for a workforce of approximately 150 employees and additional contract labor.
• Administered benefits, FMLA, leave of absence, workers' compensation, unemployment claims, and HR compliance.
• Conducted employee relations investigations and partnered with department leaders to resolve workplace issues while ensuring consistent policy application.
• Coordinated payroll processing and reviewed accounting submissions for accuracy before final approval.
• Managed annual performance reviews, compensation planning, and employee merit increases.
• Developed the annual operating budget and conducted monthly budget reviews to monitor labor costs and departmental performance.
• Designed, implemented, and maintained employee engagement surveys from development through action planning.
• Demonstrated exceptional crisis leadership during a large-scale public safety emergency by voluntarily responding while off duty, directing hundreds of guests and civilians to safety, coordinating the successful lockdown of the business, ensuring the safety of guests, employees, and property. Developed response practices that were later adopted into organizational safety protocols.
• Created a comprehensive Front Office training manual adopted across departments, reducing phone response times by 32% and improving in-person guest service efficiency by 25%.

Front Office Manager at Hotel Indigo (2018-10 – 2019-06)

Managed front office operations while partnering with the General Manager and Controller on Human Resources, operational strategy, financial management, and employee development initiatives. Led a team of approximately 15 employees, including a Front Desk Supervisor, while driving service excellence and building a high-performing team.

• Led the full-cycle recruitment, interviewing, hiring, onboarding, and training of the Front Office team, rebuilding the department through strategic hiring and employee development.
• Cultivated a high-performing, engaged team through transparent leadership, mentorship, and employee development, building strong trust and loyalty that inspired several team members to seek opportunities to continue working under my leadership.
• Designed and implemented a comprehensive orientation program, Front Office training manual, and employee handbook section revisions to standardize onboarding, strengthen performance expectations, and improve operational consistency.
• Improved guest satisfaction scores by more than 25 points through process improvements, service recovery initiatives, and enhanced employee training.
• Developed and implemented cash-handling procedures, operational fail-safes, and front desk standards that increased accountability, reduced operational risk, and improved service delivery.
• Successfully retained newly hired employees through structured onboarding, coaching, and engagement initiatives, with only one new hire voluntarily leaving during tenure.
• Managed departmental forecasting, labor costs, scheduling, and budget performance to align staffing levels with occupancy and financial objectives.
• Served as Manager on Duty (MOD), leading hotel-wide operations, resolving complex guest concerns, and directing communication during high-profile incidents, including coordinating guest communications and responding to media inquiries during a major law enforcement operation while protecting guest confidence and the hotel's reputation.
• Responded to online guest reviews and in-person guest concerns, protecting brand reputation while strengthening guest loyalty.
• Created housekeeping par levels and redesigned in-room guest directories to improve operational efficiency and elevate the overall guest experience.

Rooms Division Manager at The Cloister, Sea Island Company (2017-05 – 2018-09)

Directed Rooms Division operations for a Forbes Five-Star and AAA Five Diamond luxury resort, overseeing 276 guest rooms and suites while leading more than 50 employees across Front Desk, Concierge, Bell Services, and Valet. Championed employee development, operational excellence, and Forbes service standards while delivering exceptional guest experiences.

• Led the Front Office team to achieve Sea Island's highest Forbes Front Office score in 2017 through leadership, coaching, operational excellence, and an unwavering commitment to luxury service standards.
• Directly supervised and developed more than 50 employees, fostering accountability, collaboration, and continuous improvement through coaching, performance management, and hands-on leadership.
• Frequently served as Manager on Duty (MOD), providing executive-level operational leadership, resolving complex guest and employee concerns, and ensuring seamless hotel operations across all departments.
• Managed highly confidential interactions involving celebrities, executives, high-net-worth individuals, and VIP guests, earning a reputation for professionalism, discretion, and personalized service.
• Oversaw Front Office operations supporting 276 guest rooms and suites while collaborating with two homeowners' associations to maximize inventory availability and revenue opportunities.
• Conducted quarterly performance evaluations, coached employees for continued growth, and cultivated a culture of accountability, engagement, and service excellence.
• Led daily manager-level operational briefings and cross-functional leadership meetings, aligning departments around strategic priorities, driving operational excellence, and reinforcing Forbes Five-Star service standards across the resort.
• Responded effectively to sensitive guest situations and emergencies requiring sound judgment, crisis management, and coordination with internal departments and emergency responders while maintaining guest confidentiality and safety.
• Supported resort operations during Hurricane Irma and a severe winter storm, assisting with business continuity, employee coordination, and guest support during emergency conditions.
• Created memorable, personalized luxury guest experiences through creativity, resourcefulness, and proactive service, reinforcing the resort's Forbes Five-Star reputation.

Sales Experience Consultant and Learning Specialist at Sea Island Resort (2014-08 – 2017-05)

Combined top-performing sales performance with training and organizational development expertise, serving as the department's product and procedure specialist while leading enterprise-wide training initiatives, operational improvements, and system implementations for one of the nation's premier luxury resorts.

• Consistently ranked among the top three sales performers in the resort's 45-member call center by delivering exceptional guest service, product expertise, and consultative sales strategies.
• Served as the department's product and procedure specialist, designing and delivering comprehensive training for the spa reservation process that improved employee knowledge, service consistency, and sales effectiveness across the call center.
• Developed and executed a spa sales initiative that generated more than 6,000 bookings and $1.2 million in revenue between May and December 2015 through targeted training and sales strategy implementation.
• Partnered with ResortSuite representatives and department leadership to customize software functionality that aligned with Sea Island's operational needs, improving workflow efficiency and user experience.
• Spearheaded the OpenCourse to ResortSuite implementation by developing and delivering training for supervisors and managers across the resort, supporting a successful enterprise-wide transition serving approximately 2,000 employees while ensuring all existing spa reservations were migrated accurately without service disruption.
• Selected by executive leadership to participate in recurring roundtable discussions with the company president, providing frontline insight and recommendations that contributed to operational improvements and organizational initiatives.

Bachelor of Business Administration in Hospitality Management – The College of Coastal Georgia (2017-01)