Keiyanna Small

Highly accomplished and results-oriented hospitality management professional with 12 years of progressive experience, currently serving as General Manager at Holiday Inn Express and Suites SW Galleria. Proven ability to drive exceptional guest experiences, optimize revenue, and lead high-performing teams. Expertise in hotel operations, staff management, budget control, and implementing strategies to enhance guest satisfaction and repeat business.

Proficient in various property management systems, with advanced knowledge of Opera. Seeking a challenging hospitality management position where extensive experience and leadership skills can contribute to organizational success. Willing to relocate.

General Manager - Holiday Inn Express and Suites - Houston, TX

(2024-09)

Spearheaded daily hotel operations, consistently exceeding guest expectations and driving positive business outcomes.

• Directly supervise and mentor department heads across front desk, housekeeping, and maintenance, fostering a collaborative and goal-oriented environment.
• Implemented and refined strategies to elevate guest satisfaction scores, resulting in improved online reviews and increased repeat business.
• Developed and executed dynamic revenue management strategies to maximize occupancy, ADR, and RevPAR.
• Meticulously manage hotel budgets, implement stringent cost controls, and optimize resource allocation to achieve financial targets.
• Maintain a safe and secure environment for all guests and employees, ensuring strict adherence to hotel policies and procedures.
• Collaborate closely with the sales team to develop and implement effective marketing strategies, driving business growth and enhancing brand recognition.
• Conduct regular and thorough quality assurance audits to uphold the highest standards of cleanliness, maintenance, and customer service.

General Manager (Task Force) - Wenzell Fisher Hospitality - Great Falls, MT

(2022-12 - 2024-09)

Traveled across states to provide leadership and support across various managerial departments within the hotel industry.

• Conducted comprehensive training for all departments at assigned properties, including onboarding and development for new General Managers.
• Oversaw all aspects of daily operations, including scheduling, guest relations, and problem resolution.
• Consistently maintained a monthly guest satisfaction score of 90% or higher, proactively addressing guest needs and concerns.
• Worked closely with front desk and housekeeping teams to ensure a seamless guest experience and minimize complaints.
• Managed all billing inquiries, problem-solving, and dispute resolution, ensuring efficient and satisfactory outcomes.
• Actively engaged in guest relations, fostering a welcoming and positive environment.
• Drove sales efforts by soliciting corporate accounts, negotiating contracts, and establishing direct billing agreements with the Holiday Inn brand.

Dual Operations Manager - Holiday Inn / Candlewood Suites - Frisco, TX

(2021-04 - 2022-12)

Directed operations across two properties, overseeing Front Office, Engineering, Maintenance, and housekeeping departments.

• Managed cross-functional teams, optimizing performance and enhancing guest satisfaction.
• Implemented process improvements to elevate service standards and drive departmental profitability.
• Fostered employee engagement and accountability through hands-on leadership and strategic communication.

General Manager - Holiday Inn Express Suites - Houston, TX

(2020-02 - 2021-04)

Spearheaded daily hotel operations, consistently exceeding guest expectations and driving positive business outcomes.

• Directly supervise and mentor department heads across front desk, housekeeping, and maintenance, fostering a collaborative and goal-oriented environment.
• Implemented and refined strategies to elevate guest satisfaction scores, resulting in improved online reviews and increased repeat business.
• Developed and executed dynamic revenue management strategies to maximize occupancy, ADR, and RevPAR.
• Meticulously manage hotel budgets, implement stringent cost controls, and optimize resource allocation to achieve financial targets.
• Maintain a safe and secure environment for all guests and employees, ensuring strict adherence to hotel policies and procedures.
• Collaborate closely with the sales team to develop and implement effective marketing strategies, driving business growth and enhancing brand recognition.
• Conduct regular and thorough quality assurance audits to uphold the highest standards of cleanliness, maintenance, and customer service.

Assistant General Manager (AGM) - Crowne Plaza - Houston, TX

(2019-03 - 2020-01)

Oversaw daily hotel operations, ensuring seamless interdepartmental coordination and efficient workflow.

• Collaborated with the General Manager in strategic planning and the execution of key business initiatives.
• Managed staff performance, provided ongoing training and development, and fostered a culture of high service standards.
• Monitored financial performance, assisted in budget preparation, and implemented effective cost control measures.
• Ensured strict compliance with brand standards and all local regulations.
• Proactively addressed guest concerns and resolved issues effectively, consistently enhancing customer satisfaction.
• Supported the implementation of marketing and sales strategies to maximize occupancy and revenue.

Operations Manager - Holiday Inn Express and Suites - Houston, TX

(2017-02 - 2019-03)

Managed a team of 12 employees, including a Housekeeping Supervisor, 8 housekeepers, 2 laundry personnel, and 1 houseman.

• Ensured the smooth and efficient execution of all housekeeping responsibilities and tasks.
• Assigned daily tasks to team members, ensuring clear expectations and timely completion in a safe manner.

Operations Manager - Holiday Inn Express and Suites - West Columbia, SC

(2015-06 - 2017-09)

Oversaw daily hotel operations, ensuring seamless coordination between all departments.

• Managed front desk, housekeeping, and maintenance teams to maintain consistently high service standards.
• Monitored financial performance, assisted with budgeting, and implemented cost-saving measures.
• Ensured full compliance with IHG brand standards and all applicable local regulations.
• Handled guest relations, effectively resolving issues to maximize guest satisfaction.
• Implemented strategies to improve occupancy rates and overall revenue.
• Conducted staff training and performance evaluations to enhance team skills and productivity.

Housekeeping Manager/Front Desk Agent - Marriott Residence - Columbia, SC

(2014-09 - 2015-12)

Managed a team of 15 employees within the housekeeping and laundry departments, including scheduling and performance management.

• Conducted daily room inspections to ensure quality and adherence to standards.
• Managed inventory and ordered all necessary housekeeping and laundry supplies.
• Provided front desk coverage as needed, efficiently handling guest check-ins, check-outs, and inquiries.

Housekeeper/Housekeeping Manager - LaQuinta Inn and Suites - New Iberia, LA

(2010-12 - 2014-07)

Performed all aspects of guest room cleaning and general housekeeping duties.

• Assisted in the laundry department with folding and organizing linens.
• Promoted to Housekeeping Manager, responsible for creating employee schedules, conducting room inspections, and managing a team of 11 employees.

Housekeeper/Housekeeping Supervisor - Best Western Inn and Suites - New Iberia, LA

(2008-03 - 2010-12)

Initially hired as a Housekeeper, quickly progressing to Housekeeping Supervisor.

• As Room Inspector, ensured all housekeeping tasks met Best Western standards, providing feedback and demonstrating proper techniques to the housekeeping team.
• Filled in as a Housekeeper when needed to maintain operational efficiency.
• Submitted maintenance requests and followed up to ensure timely completion.
• Assisted the laundry department with folding and organizing linens.

Housekeeper - Holiday Inn Express - New Iberia, LA

(2004-05 - 2008-08)

Efficiently cleaned 8-15 guest rooms per day, adhering to hotel standards.

• Provided support to the laundry department by folding towels and sheets.

High School Diploma - Remington College (2017-04)

High School Diploma - New Iberia Senior High School (2005-05)