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Skills

  • Lotus Notes
  • Loss prevention
  • Prioritization
  • Active listening
  • Tableau proficiency
  • Flexible schedule
  • Filing
  • Cash transactions
  • Multi-Task Management
  • Spreadsheets

Work Experiences

  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during method absence.
  • Achieved zero complaints.
  • Ensured transaction security by comparing payment cards to identification.
  • Acted as first point of contact for emergencies.
  • Double-checked financial data for accuracy by comparing payment cards to identification.
  • Assisted with the planning and execution of events for 18 corporate and leisure groups, ensuring smooth guest experiences throughout.
  • Was in charge of a fast-paced front desk operation at a busy metric facility with up to 7 nightly visitors.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Assisted in managing VIP guest services.
  • Achieved over 57% positive reviews.

Summaries

  • Easily adaptable to fast-paced, high-pressure situations.
  • Bring extensive high-call volume experience working with framework consumers spanning 8 years.
  • With 15 years of experience, eager front desk associate.
  • Strengths in quality assurance and stakeholder engagement backed up by Customer Service training.
  • Customer Service Representative with experience working in a variety of system and customer service environments.
  • Skilled at staff training and building rapport with clients.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Welcome Front Desk Associate with 2 years of hospitality experience.
  • Customer service and sales professionals who have improved customer retention rates and increased revenue have been successful.
  • Within Customer Service, senior Front Desk Associate and outstanding performer in stakeholder engagement and team leadership.

Accomplishments

  • Tracked room availability and managed booking calendars, maintaining an optimal occupancy rate of 23% during off-peak seasons.
  • Reduced front desk call wait time by 16% by altering remote support procedures and improving cross-department communication.
  • Supported guest service needs by fluently communicating in Japanese, reducing communication barriers and enhancing service for 65% more international guests.
  • Enhanced guest satisfaction scores by providing personalized service, resulting in a 56% increase in positive reviews across major booking platforms.
  • Implemented a new front desk software, reducing guest check-in time by 42% and streamlining daily operations.
  • Developed a Guest Preferences Database that personalized guest experiences and led to a 35% increase in returning customers.
  • Collaborated with team of 13 in the development of process.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Consistently maintained compliance with safety and emergency protocols, reducing workplace incidents by 72%.
  • Upsold hotel amenities and packages, bringing in an additional monthly revenue of $5 by cross-promoting services during check-in.

Affiliations

  • Hotel Technology Next Generation (HTNG) Partnership
  • International Front Office Managers Federation
  • Lions Club
  • Meeting Professionals International (MPI)
  • International Hotel & Restaurant Association (IH&RA)
  • Association for Supply Chain Management (APICS)
  • Association of Information Technology Professionals
  • Online Travel Agents (OTA) Certification Program
  • National Receptionists Association (NRA)
  • American Marketing Association

Certifications

  • Multilingual Proficiency Certification (specific to your language)
  • CompTIA Network+
  • Guest Service Gold Certification by American Hotel & Lodging Educational Institute (AHLEI)
  • Customer Service Excellence Certificate from Meridian
  • Hospitality Leadership Certificate by metric
  • Certified Front Desk Representative (CFDR)
  • Certified Hotel Concierge (CHC)
  • First Aid/CPR Certification by American Red Cross
  • Certified Public Accountant (CPA)
  • Customer Relationship Management (CRM) Essentials Certification

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