Kim Otis

Professor

otiskp@sunysccc.edu
518-381-1291
Elston Hall, Room 404

M.S., Rochester Institute of Technology
B.A., Springfield College

- NYS Restaurant Association, Board of Directors
- Certified ServSafe Instructor
- Registered ServSafe Examination Proctor

Kimberly Otis is a lifelong hospitality professional, educator, motivational speaker, and passionate advocate for the power of exceptional customer experiences. Raised through a successful family hospitality business, Kimberly developed an appreciation for hospitality at an early age and has spent her career helping people and organizations understand that great hospitality is not simply about providing a service—it is about creating an experience people want to return to.

With more than 25 years of experience in higher education and extensive experience in front-of-house operations, hospitality management, integrated resort management, banquets, dining, lodging, and guest services, Kimberly brings a unique combination of real-world experience, education, and inspirational leadership to every audience.

As a sought-after speaker and trainer, Kimberly focuses on the principles that drive customer retention, employee engagement, relationship development, and service excellence. Her presentations challenge organizations to look beyond transactions and discover how genuine connections, thoughtful communication, consistency, and attention to detail can transform an ordinary customer interaction into a memorable experience—and ultimately create loyal, returning guests.

Kimberly's front-of-house experience has given her a deep understanding of what it takes to build customer loyalty. She teaches hospitality professionals how to anticipate guest needs, empower employees to create meaningful connections, recover gracefully when things go wrong, and make every customer feel like the most important person in the room. Her approach is practical, energetic, and highly relatable, combining hospitality principles with motivational strategies that can be immediately applied in the workplace.

For more than two decades, Kimberly has also brought these principles into the classroom at SUNY Schenectady. After nearly 20 years as an adjunct instructor, she accepted a full-time faculty appointment in 2013 and has continued to develop future hospitality professionals through courses and experiences encompassing restaurant operations, banquet management, lodging, integrated resort management, and the broader hospitality industry.

One of Kimberly's greatest strengths is her innate ability to connect with people and recognize potential in others—often before they recognize it in themselves. She is known for her enthusiasm, generosity, authenticity, and unwavering belief that people can grow when someone believes in them. Her students frequently describe her as their personal cheerleader and advocate, particularly first-generation college students navigating higher education and professional careers for the first time.

Kimberly believes that hospitality principles extend far beyond restaurants and hotels. They are principles of leadership, communication, relationship-building, and human connection that can transform any organization. Her motivational programs encourage professionals to rethink the way they welcome people, build relationships, lead teams, and create experiences that keep customers, employees, and communities coming back.

In addition to her professional and educational work, Kimberly has dedicated significant time to community service and philanthropy, supporting organizations including Junior Achievement of Northeastern New York, the American Cancer Society, the American Diabetes Association Tour de Cure, the American Heart Association, the American Red Cross, and The Epilepsy Foundation of Northeastern New York, and the Double H Ranch.

Whether speaking to hospitality professionals, educators, business leaders, students, or community organizations, Kimberly brings an energetic and authentic message:

Exceptional hospitality is about people. When people feel valued, remembered, and genuinely cared for, they come back—and they bring others with them.