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Skills

  • Inventory understanding
  • Project management
  • Guest services
  • Expense reporting
  • Business-to-client correspondence
  • Staff management
  • QuickBooks expert
  • Interdepartmental coordination
  • End-of-day reporting
  • Social perceptiveness

Work Experiences

  • Got better.
  • Oversaw a team of 4 Front Desk Coordinators and 3 Front Desk Coordinators, fostering a positive work environment through effective communication, active engagement, and hands-on support.
  • Made a proposal
  • Personally addressed and welcomed 16 visitors to the business each day, resulting in improved customer service and engagement.
  • Was in charge of scheduling program employees per week to ensure that all shifts were covered.
  • Had planned ahead.
  • Oversaw 12 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Developed long-term client relationships by providing personalized and exceptional customer service.
  • Used QuickBooks to keep track of and update internal data, such as category and process.
  • Assisted 2 coworkers with administrative tasks such as process improvement and cross-functional collaboration during peak times.

Summaries

  • Hands-on experience with applications such as SAP and Power BI.
  • Easily manages a large number of visitors.
  • Front Desk Coordinator with 3 years of experience working in a guest service environment.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Front Desk Coordinator with prior experience in the program and category industries.
  • Microsoft Excel and Workday expert, with a friendly and decisive approach to problem-solving.
  • With a superior understanding of customer service standards, Customer Service practices, and security requirements, he is insightful and hardworking.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Highly skilled at managing reservations, resolving customer complaints, and increasing guest loyalty through targeted service.
  • Multitasker and planner who is smooth and efficient.

Accomplishments

  • Revamped employee orientation program, increasing team productivity by 76% within two years.
  • Implemented automated reminders for guest appointments, reducing no-show rates by 80% over several months.
  • Achieved 41% increase in service satisfaction metrics by implementing a new ticketing system to track guest issues.
  • Boosted team morale through targeted recognition programs, leading to a 60% reduction in staff turnover in three years.
  • Balanced daily receipts of up to $3 with zero financial discrepancies over 9 months.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Resolved guest complaints proactively, improving feedback scores by 34% within one year.
  • Improved front desk workflow by introducing new administrative practices, cutting check-in time by 3 minutes.
  • Leveraged system to maintain customer records and build lasting relationships, improving retention by 34% in one year.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Affiliations

  • Event Coordinators Association (ECA) – Actively involved in group discussions on coordinating special events and managing VIP guest arrangements.
  • National Hospitality Professionals Association – Attended seminars on streamlining appointment scheduling and improving guest satisfaction.
  • Compliance Managers Network – Engaged in workshops outlining best practices for GDPR compliance and maintaining secure customer data management.
  • Certified Guest Service Professional (CGSP) – Earned certification, highlighting proficiency in personalized guest services and front desk operations.
  • Jaycees
  • Front Desk Professionals Association – Active member contributing to best practices in managing guest check-in and out procedures.
  • Association of Information Technology Professionals
  • Receptionist and Administrative Professionals of America – Regularly attend webinars on improving guest services and administrative processes.
  • International Association of Administrative Professionals
  • International Association of Administrative Professionals (IAAP) – Member since 2021, actively involved in regional events related to front desk support.

Certifications

  • Advanced Client Feedback Analysis Certification
  • Hospitality Industry Analytics Certification (CHIA)
  • Basic Life Support (BLS) CPR Certification - Summit Group
  • Guest Services Professional (GSP) Certification
  • Certified Administrative Professional (CAP)
  • Certified Public Accountant
  • Google Certified Professional Cloud Architect
  • Certificate in Reception and Telephone Skills 2016
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)

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