KRISTEN WHYLY
Austin
Summary
Over 20 years of experience in the hospitality industry, consistently achieving success in leadership roles within luxury destinations worldwide. Proven track record of exceeding financial performance goals and ensuring high levels of guest satisfaction. Cultivate and empower diverse teams to consistently meet and exceed expectations, delivering exceptional customer service.
Overview
18
18
years of professional experience
Work History
Hospitality Consultant
Red Sea Global International
05.2024 - Current
- Implement strategy on two hotel openings in Saudi Arabia
- Manage day to day opening operations for Shebara resort property - 270 staff members with 73 Exclusive Hotel Rooms
- Hired and trained new employees, demonstrating best methods for serving guests
- Implement successful strategies to increase customer satisfaction
- Assisted with development of employee housing experience
- Analyzed financial performance of properties and adjusted strategies or processes as needed to improve outcomes
- Worked with teams to establish modern methods of communication and teamwork, using technology and systems
- Successfully opened Shebara Resort Property in Saudi Arabia - welcoming a continuous steam of high profile guests
General Manager
Proper Hospitality
05.2023 - 05.2024
- Lead a team of 275 staff members for a luxury lifestyle hotel with 238 rooms - which include a mix of Residences, Specialty suites, Suites, and Guest rooms
- Manage Owner and Corporate Relations, serving as the General Manager, responsible for all Hotel Operations including rooms, food and beverage, security, spa, sales and marketing, third-party vendors, finance, human resources, and engineering
- Work closely with department heads to motivate front-line employees and engage with community organizations to create positive external relationships
- Ensure all financial, employee and guest metrics are achieved
- Improved the Guest Experience scores within 1 year from 86% to 89%
- Grew Upsell revenue by 25% within 1 year
- Improved RevPar positioning to number 1 in comp set within 1 year
- Managed to grow Average Daily Rate by 5.8%
- Improved FB Profit by 11% year over year
- Oversaw GOP growth by 11.2%.
Hotel Manager
Four Seasons Company
05.2021 - 05.2023
- Manage 335 staff members for a high-rise, downtown hotel with 468 rooms - which include a mix of Residences, Apartments, Specialty suites, Suites, and Guest rooms
- Direct all operations including rooms, food and beverage, security, spa, sales and marketing, third-party vendors, finance, human resources, and engineering
- Lead HOA and Ownership meetings
- Work closely with department heads to motivate front-line employees and engage with community organizations to create positive external relationships
- Collaborate with and advise property owners on market positioning, capital planning, and overall property performance
- Enhanced the Guest Experience scores to achieve 5 Diamond status
- Increased Upsell revenue from $109k to $350k in 1 year
- Elevated Rate Growth by $150 year over year
- Enhanced Rooms Profit from 72% to 75% in 1 year
- Improved FB Profit from 20% to 25.6% in 1 year
- Oversaw GOP growth by 12% in 2 year with goals for additional 4% growth in year 2.
Resort Manager
The Ocean Club, A Four Seasons Resort
05.2019 - 05.2021
- Manage 340 staff members for a premier resort with 107 rooms, including 17 suites, 8 spa treatment rooms, and three restaurants
- Direct all operations including rooms, food and beverage, security, spa, sales and marketing, third-party vendors, finance, human resources, and engineering
- Work closely with department heads to motivate front-line employees and engage with community organizations to create positive external relationships
- Collaborate with and advise property owners on market positioning, capital planning, and overall property performance
- Improved the Employee Voice Survey scores by 25% year over year
- Improved the Guest Experience scores by 35% year over year
- Earned Most Improved Upselling Property growing the revenue from $19k to $400k in 2 years
- Improved Rate Growth by $600 within 2 years
- Oversaw GOP by 25% within 2 years.
Hotel Manager
Four Seasons Hotel Washington DC
05.2018 - 05.2019
- Manage 540 staff members for a premier resort with 222 rooms, 57 suites, 12 event spaces, 8 spa treatment rooms, and 3 restaurants
- Direct all operations including rooms, food and beverage, security, spa, sales and marketing, third-party vendors, finance, human resources, and engineering
- Work closely with department heads to motivate front-line employees and engage with community organizations to create positive external relationships
- Collaborate with and advise property owners on market positioning and capital planning
- Leading team to exceed service and brand standards that have earned Forbes Five Star and AAA Five Diamond awards
- Four Seasons to oversee the transition from The One and Only to Four Seasons for five months
- Implemented the new Evolve Program at Four Seasons Washington DC
- Assisted Washington DC and The Ocean Club in achieving budgeted performance
- Led team in planning and execution of the 40-year celebration for the property.
Resort Manager
Four Seasons Resort Oahu at Ko Olina
06.2016 - 05.2018
- Managed 700 staff members for a premier resort with 315 rooms, 55 suites, 18 event spaces, 17 spa treatment rooms, and six restaurants similar to the above
- Opened Four Seasons' first resort on Oahu in July 2016 - achieved three-year pro forma during the first year of operation
- Met all goals for the group and transient rooms - achieving 33,000 group rooms and 62,000 transient rooms
- Achieved 75% gross profit margin for hotel rooms and 22% margin for food and beverage
- Managed Four Seasons' largest resort banquet operation totaling 100K square feet of event space and $10M in annual revenue
- Led spa to earn Forbes Four Star Rating in the first year of operation - bringing in more than $4.4M of revenue
- Earned Top 10 Upselling Property rank by generating more than $800K in upsell revenue in the first year of operation.
Director of Rooms
Four Seasons Resort Maui at Wailea
06.2013 - 06.2016
- Managed 400 staff members to oversee 305 rooms and 75 suites for the premier resort
- Directed front office, reservations, housekeeping, laundry/valet, communications, guest services, children's programs, concierge, recreation, spa, and club level
- Managed capital financial planning and prepared annual plans for Rooms division revenue/expenses as well as Food and Beverage recreation outlets
- Worked with sales and yield departments to maximize occupancy/revenue - surpassing all goals with $160M in total revenue
- Earned #1 Upselling Property rank by growing annual upsell revenue from $500K to $3M in under four years
- Optimized labor costs by analyzing payroll and allocating staff according to guest service forecasts.
Assistant Director of Rooms
Four Seasons Resort Maui at Wailea
06.2011 - 06.2013
- Managed 400 staff members to oversee 305 rooms and 75 suites for a premier resort under the supervision of the Director
- Managed front office, reservations, housekeeping, laundry/valet, communications, guest services, children's programs, concierge, recreation, spa, and club level
- Trained outside vendors on meeting Four Seasons standards and expectations
- Prepared annual plans for Rooms division revenue/expenses
- Reduced labor expenses by creating and new staff training programs that significantly increased employees' skills
- Led the transition of customer communication and service standards during a period of changing government regulation
- Promoted to Director of Rooms based on outstanding financial performance, guest satisfaction, and leadership capability.
Residence and Rooms Division Manager
Four Seasons Resort Koh Samui
01.2009 - 06.2011
- Managed 60 staff members to oversee 60 standalone villas and 14 residences
- Controlled residences, concierge, retail store, food and beverage, guest services, communications, bell, butler, housekeeping, and pool service teams
- Prepared annual forecasts and budgets for residences and rooms
- Enforced brand standards and resolved escalated guest service issues
- Supervised 12 renovation projects for rooms and residences that elevated customer experience and overall satisfaction
- Developed and implemented a new training program for the Butler Services department
- Implemented Perfect Residence and Perfect Room programs that achieved a 100% turn rate.
Assistant Director of Rooms
Four Seasons Resort Grand Exuma
01.2008 - 01.2009
- Managed 200 staff members to oversee 208 rooms and 20 residences under the supervision of the Director
- Managed front office, reservations, housekeeping, laundry/valet, communications, guest services, children's programs, concierge, retail store, and residences
- Prepared annual plans for revenue and expenses
- Selected, hired, and trained qualified staff
- Directed smooth transition of property following switchover to Sandals Hotel Company.
Housing Manager
Four Seasons Resort Grand Exuma
01.2008 - 01.2009
- Managed engineering, loss prevention, housekeeping, landscaping, and property management for 288 staff units and 56 apartments used by staff
- Directed all event-planning activities
- Built and enforced operating procedures and inventory controls
- Directed smooth transition of property following switchover to Sandals Hotel Company.
Director of Member Services
The Abaco Club
01.2007 - 01.2008
- Directed day-to-day operations of the club and interactions with private members to ensure that all members, guests, and prospects were treated according to Ritz Carlton brand standards
- Operated 50 destination club units including Exclusive Resorts, Private Escapes, Ultimate Resorts, Lusso Collection, The Oyster Circle, and The Ritz Carlton Club at Winding Bay
- Managed, trained, and developed front office, concierge, communications, reservations, night audit, private air terminal, and transportation staff
- Oversaw revenue and payroll budgeting for all seven departments.
Education
Associate of Arts - International Business Management
University of Surrey, England
Guildford, London 01-2000
Degrees in Management & International Business -
Tennessee State University, United States
Tennessee State University 01-2003
Skills
- P&L Management
- Contract Negotiations
- Expense Control
- Quality Management
- Customer Relationship Management
- Financial Administration
- Employee Development
- Operations Management
- Training and coaching
- Team Leadership
Timeline
Hospitality Consultant
Red Sea Global International
05.2024 - Current
General Manager
Proper Hospitality
05.2023 - 05.2024
Hotel Manager
Four Seasons Company
05.2021 - 05.2023
Resort Manager
The Ocean Club, A Four Seasons Resort
05.2019 - 05.2021
Hotel Manager
Four Seasons Hotel Washington DC
05.2018 - 05.2019
Resort Manager
Four Seasons Resort Oahu at Ko Olina
06.2016 - 05.2018
Director of Rooms
Four Seasons Resort Maui at Wailea
06.2013 - 06.2016
Assistant Director of Rooms
Four Seasons Resort Maui at Wailea
06.2011 - 06.2013
Residence and Rooms Division Manager
Four Seasons Resort Koh Samui
01.2009 - 06.2011
Housing Manager
Four Seasons Resort Grand Exuma
01.2008 - 01.2009
Assistant Director of Rooms
Four Seasons Resort Grand Exuma
01.2008 - 01.2009
Director of Member Services
The Abaco Club
01.2007 - 01.2008
Associate of Arts - International Business Management
University of Surrey, England
Degrees in Management & International Business -
Tennessee State University, United States
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