Kelli Burnett
Hampton by Hilton
Middletown
30
years of professional experience
Results-oriented Operations & Account Manager with over a decade of experience in hospitality management, inside sales, and business development. Led cross-functional teams to drive revenue growth, optimize operations, and build strong client relationships. Communicates effectively to align client needs with organizational objectives, enhancing service standards and profitability.
Work History
Front Desk Manager
7 Years 8 Months- Direct daily front-of-house, night audit, and food service operations, supervising a team of 10+ employees to maintain high service standards.
- Led employee lifecycle processes, overseeing recruitment, onboarding, and scheduling while ensuring compliance with emergency safety protocols.
- Coordinated corporate group/wedding room blocks and vendor relationships, enhancing event execution and contributing to room revenue and occupancy.
- Oversee site financial procedures, including daily accounting, audits, cash management, and reporting for executive leadership.
- Managed online reputation as brand liaison, addressing guest inquiries and elevating property review scores through consistent follow-up.
Customer Service Account Manager / Inside Sales
1 Year 8 Months- Built and managed sales pipeline through targeted prospection plans, follow-ups on marketing leads, and cultivation of cross-industry networks to enhance client engagement.
- Collaborated with Market Development teams to align client strategy with vertical market trends, driving increased market share and upsell opportunities.
- Executed revenue forecasting and territory management, consistently surpassing sales targets and achieving long-term client retention.
- Managed customer accounts, ensuring timely resolution of inquiries and issues.
Business Development Manager
1 Year- Identified, evaluated, and negotiated new business partnerships and venture strategies to enhance growth opportunities, conducting risk assessments to ensure optimal ROI.
- Drafted and finalized strategic business contracts while representing company interests at local city council, zoning, and government meetings to influence favorable outcomes.
- Developed strategic partnerships to expand market reach and drive revenue growth.
- Identified new business opportunities through market analysis and competitive research.
- Led cross-functional teams to execute business development initiatives effectively.
Sales Manager
7 Months- Developed field sales action plans aligning with national strategy, enhancing market share and optimizing property yield management.
- Monitored competitor pricing and market supply/demand to adjust group rates and revenue channels effectively.
- Managed corporate group bookings and local catering partnerships while coordinating conference facility reservations using Marriott reservation system.
Customer Service Representative
3 Years 4 Months- Processed high-volume sales orders, billing, and returns daily while maintaining accurate customer account data for management review.
- Coordinated logistics with national freight carriers and trained new customer support staff on core operations.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in processing orders and managing inventory to ensure timely fulfillment.
- Trained new staff on company policies, procedures, and customer service best practices.
Client Operations Director
6 Years- Coordinated client relations, event logistics, and management of sensitive administrative and financial documentation.
- Led client onboarding processes, ensuring smooth transitions and high satisfaction rates.
- Streamlined operational workflows to enhance efficiency and reduce turnaround times.
- Developed training programs for new team members, fostering a culture of continuous learning.
Assistant Manager
1 Year- Coordinated floor operations, managed staff scheduling, streamlined inventory logistics, and supervised cash deposits.
- Led team in achieving sales goals through effective merchandise presentation and customer engagement.
- Developed training programs for new staff, enhancing product knowledge and customer service skills.
- Implemented inventory management strategies to optimize stock levels and reduce shrinkage.
Education
- Emergency Response & Safety Training Coordinator
- Professional Sales & Systems Training
Skills
Client & Vendor Relations: Hospitality Management
Event & Group Coordination
Dispute Resolution
Operations & Administration: Financial Reporting
Budgeting & Cash Handling
Process Improvement
Risk Assessment
Leadership & Training: Team onboarding
Cross-functional leadership
Staff mentorship
Client & Vendor Relations: Guest Experience Enhancement
Dispute Resolution
Event coordination
Room revenue management
Customer service
Check-in and Check-out procedures
Problem-solving skills
Timeline
Front Desk Manager
Hampton by Hilton
12.2018 - CurrentRead More
Customer Service Account Manager / Inside Sales
Warner Press
04.2017 - 12.2018Read More
Business Development Manager
Randall Miller and Associates
04.2016 - 04.2017Read More
Sales Manager
Courtyard Marriott
09.2015 - 04.2016Read More
Customer Service Representative
Small Engine Warehouse
05.2012 - 09.2015Read More
Client Operations Director
Financial Enhancement Group
01.1998 - 01.2004Read More
Assistant Manager
Pier One
01.1997 - 01.1998Read More
Marriott / Hilton Proprietary Systems
from Professional Sales & Systems Training
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Hampton by Hilton
from Emergency Response & Safety Training Coordinator
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