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Skills

  • Budgets
  • Business Administration
  • Employee retention strategies
  • Guest relations management
  • Data collection and analysis
  • Negotiation
  • Time management
  • Staff management
  • Business Planning
  • Process improvement

Work Experiences

  • Collaborated with product to execute large conferences, with guest satisfaction ratings consistently above 39%.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Achieved 41% increase through effective training.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Collaborated with housekeeping and maintenance teams.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Began process service consultations with customers by asking open-ended questions in order to learn about their needs and preferences.
  • Collaborated with sales and event planning departments.
  • Actively resolved guest complaints.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.

Summaries

  • Assistant Guest Services Manager is a multi-talented Assistant Guest Services Manager who is consistently rewarded for planning and operational improvements.
  • Weekly availability of 14 hours, including evenings and weekends
  • Assistant Guest Services Manager recognized for creating effective training programs that elevated staff performance and reduced service complaints by 43%.
  • Strengths in process improvement and workflow optimization backed up by Customer Service training.
  • Assistant Guest Services Manager specializing in concierge and VIP services.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Assistant Guest Services Manager with 18 years of successful workflow optimization and stakeholder engagement experience.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Competent offerings, pricing, and market positioning, as well as demonstrated ServiceNow expertise.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Resolved product issue through consumer testing.
  • Negotiated vendor contracts for guest amenities, reducing operational costs by $17 annually while maintaining exceptional service quality.
  • Implemented high-impact customer service training, leading to a 23% improvement in guest interaction ratings within 2021.
  • Developed VIP guest logs capturing preferences, resulting in personalized experiences and boosting guest loyalty by 25%.
  • Reduced average guest inquiry response time by 17% through training staff on enhanced communication tools and methods.
  • Coordinated multiple guest requests for events, including weddings and conferences, successfully ensuring 100% attendance satisfaction.
  • Increased ancillary revenues by $14 by introducing personalized guest packages, including activities, dining experiences, and transportation bundles.
  • Redesigned team scheduling procedures, reducing overtime costs by $3 per month without affecting staff productivity.
  • Resolved escalated guest issues with a 81% success rate, contributing to an overall positive increase in online guest reviews.
  • Effectively trained new guest services staff on operational best practices and customer service standards, cutting onboarding time by 36%.

Affiliations

  • Association of Corporate Travel Executives (ACTE)
  • International Society of Hospitality Consultants (ISHC)
  • American Society of Safety Professionals
  • Event Service Professionals Association (ESPA)
  • Luxury Hospitality Conference Network (LHCN)
  • Global Business Travel Association (GBTA)
  • American Management Association (AMA)
  • Jaycees
  • Customer Experience Professionals Association (CXPA)
  • Guest Service Management Professionals Network (GSMPN)

Certifications

  • CompTIA Network+
  • Hospitality Strategic Marketing Certificate
  • Project Management Professional (PMP)
  • Certified Supervisor Hospitality Professional (CSHP)
  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Leadership and Management in Hospitality Certificate
  • Certified Concierge – Columbus
  • Certified Public Accountant (CPA)

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