Kelly Chaisson

Results-driven Operations Manager and hospitality leader with over 10 years of experience directing daily hotel operations, driving revenue growth, managing multi-departmental teams, and optimizing financial efficiency. Proven track record in operational management, staff leadership, financial reconciliation, and delivering exceptional guest service across major hotel brands. Adept at maintaining strict compliance with brand standards, managing payroll and budgeting, and fostering collaborative team environments.

Night Auditor - IHG Army Hotels – White Sands Missile Range - White Sands Missile Range

(2023-10)

• Perform nightly audit procedures and balance daily financial transactions to maintain account accuracy.
• Prepare daily revenue, occupancy, and financial reports for management.
• Ensure accurate guest billing and resolve account discrepancies proactively.
• Deliver exceptional overnight guest service while handling reservations, check-ins, and check-outs.
• Maintain compliance with IHG brand standards and security procedures.
• Coordinate with housekeeping, maintenance, and management to ensure smooth hotel operations.

Operations Manager - Hyatt Hotel

(2021-08 - 2022-12)

• Directed daily hotel operations while maintaining high guest satisfaction scores.
• Supervised front office staff, housekeeping coordination, and daily operational activities.
• Managed staffing, scheduling, coaching, and performance evaluations.
• Assisted with budgeting, financial reporting, payroll, and cost control.
• Resolved guest concerns promptly to ensure exceptional service recovery.
• Ensured compliance with Hyatt brand standards, safety procedures, and operational policies.
• Collaborated with department leaders to maximize occupancy and operational efficiency.

Operations Manager / Human Resources - IHG Holiday Inn Express – Fort Bliss - Fort Bliss

(2020-08 - 2021-07)

• Oversaw daily hotel operations, employee performance, and guest satisfaction initiatives.
• Managed payroll processing, employee benefits, onboarding, and personnel records.
• Monitored budgets, expenses, and financial reporting to ensure operational efficiency.
• Coordinated with vendors, travel agencies, and event planners to enhance service delivery.
• Ensured compliance with safety regulations and brand standards.

Front Desk Supervisor - IHG Army Hotels – White Sands Missile Range - White Sands Missile Range

(2014-08 - 2020-08)

• Supervised front office staff, resolved guest concerns, and maintained high service standards.
• Managed group reservations, rate plans, and occupancy strategies with revenue management teams.
• Conducted employee training and performance development initiatives.
• Maintained payroll records, budgets, and daily financial reconciliation.

Front Desk Agent / Trainer - Holiday Inn Express – Fort Bliss - Fort Bliss

(2012-10 - 2014-08)

• Delivered high-quality guest service, managed reservations, and handled administrative duties.
• Trained new employees on front desk procedures and customer service standards.
• Coordinated executive scheduling and managed communications.

Bachelor's Degree - Hotel, Restaurant and Tourism Management - New Mexico State University