Kim (Kim Zim) Florence of KimZim Hospitality LLC has more than 20 years experience delivering award winning training, operations, leadership development, human resources and branding successes for some of the biggest names in the restaurant and hotel hospitality industry.
As the Brand Service Culture champion for InterContinental Hotels Groups (IHG) Hotel Indigo boutique hotel brand, Kim was instrumental in helping Hotel Indigo being named Highest in Guest Satisfaction Among Upscale Hotel Chains in the J.D. Powers and Associates 2011 North American Hotel Guest Satisfaction Index Study. During her five years with IHG, Florence helped Hotel Indigo grow from 7 to more than 34 domestic and international properties.
As Hotel Indigos primary brand culture champion, Florence developed and managed Hotel Indigos brand consistency to deliver great guest experiences. She clearly articulated Hotel Indigos unique style and quality so that internal cultures were aligned with the brands external reputation. Florence worked directly with hotel owners, operators, and staff to improve ROI through operating performance and support system optimization. She provided brand leadership on people strategy, colleague engagement, intra-company communications and product/service culture development. Florence was a key contact for franchise and partner relationships; developed and led orientation, training, and field service programs; developed brand systems, processes, and standards; and, oversaw guest experience management.
Prior to joining IHG, Florence served as Director of Training for Teds Montana Grill, a national restaurant chain founded by Ted Turner. She developed, implemented, and managed all training programs for Teds employees, including creating Teds Montana Grill University (TMGU), and leading leadership training programs for key management personnel. In addition, she oversaw new store openings of 45 restaurants.
Florence also spent 17 years with RARE Hospitality International Inc., the parent company of LongHorn Steakhouse, Bugaboo Creek Steak House, and The Capital Grille. She served as RAREs Executive Director of Training, with responsibility for overseeing all training programs and the opening of more than 170 restaurants in the United States and Puerto Rico. Among her accomplishments were creating LongHorn Steaks University (LSU), RARE U, and the LongHorn Manager In Training program.
Florences career achievements include working with DiscoverLink in developing programs for Serve Usm,
, an elearning training program specializing in skill training, acculturation, and compliance training for the hospitality industry. She is one of only 43 individuals to be certified as a Continuous Improvement Leader, and the only individual to be certified as an instructor, by Atlanta-based The Leadership Institute.
Florence is a sought-after corporate trainer and public speaker, working with industry leaders such as RARE Hospitality, FOCUS Brands, Buca Inc., Elephant Bar and others. She is the author of Maximizing Throughput: 6 Steps to Increase Sales. Her articles have appeared in publications such as Restaurant News Resource and Profitable Hospitality.
Florence has spoken at numerous professional conferences, including the National Restaurant Association. She most recently spoke at the 2011 national conference for the Council of Hotel and Restaurant Trainers (CHART).