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Skills

  • File management
  • Hotel management software proficiency (Salesforce)
  • Word processing
  • Time management
  • Relationship development
  • Team building
  • Customer service
  • Initiative equipment
  • Cross-sell and upsell techniques
  • Team management

Work Experiences

  • Conducted backups for reservation software.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Awarded Top Performer in 2017.
  • Addressed negative guest reviews on Adobe Creative Suite, improving online hotel ratings by 57% through prompt and effective problem resolution.
  • Assisted over 18 guests with personalized check-ins.
  • As the first point of contact, greeted and assisted 14 guests daily, familiarizing them with hotel amenities and services leading to positive reviews on Workday.
  • Achieved improvement over 18 months.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Conducted nightly audits of the day's transactions, ensuring that all front desk financial statements were reconciled with zero discrepancies.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.

Summaries

  • Achieved faster service turnaround times.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Achieved higher productivity.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Achieved consistently positive reviews on Power BI.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Within Customer Service, senior Front Desk Guest Service Agent and outstanding performer in client relations and cross-functional collaboration.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Recognized for outstanding customer service.

Accomplishments

  • Introduced a guest-preference tracking system, leading to personalized service improvements and a 38% increase in repeat bookings.
  • Recommended and successfully implemented enhancements to the online booking system, reducing administrative workloads by 55% and enhancing overall guest satisfaction.
  • Developed a daily operations report, providing the general manager with real-time data on front desk efficiency and occupancy trends.
  • Performed daily review of reservation system (HubSpot) to streamline bookings, resulting in an error rate reduction of 16%.
  • Trained and mentored 16 new front desk employees, improving team performance and reducing onboarding time by 24%.
  • Improved interdepartmental communication and collaboration with housekeeping and maintenance teams, reducing service resolution times by 77% and enhancing guest experiences.
  • Played a key role in adopting a paperless check-in process, contributing to an eco-friendly initiative that saved 18 in costs annually.
  • Resolved product issue through consumer testing.
  • Championed cross-training between front desk and other operational departments, increasing employee versatility and reducing downtime during busy periods.
  • Achieved a 21% improvement in monthly guest satisfaction survey scores over a period of 18 months by enhancing the check-in process and addressing common guest concerns.

Affiliations

  • Society for Hospitality and Foodservice Management (SHFM)
  • Professional Convention Management Association (PCMA)
  • International Association of Conference Centers (IACC)
  • Jaycees
  • International Association of Administrative Professionals
  • Toastmasters
  • International Air Transport Association (IATA) - Travel Agent Membership
  • Guest & Hotel Services Network (GHSN) Membership
  • American Hotel & Lodging Association (AHLA)
  • Hospitality Asset Managers Association (HAMA)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Leadership Skills for Front Desk Agents Certification – category
  • Hospitality Sales and Marketing Certification - Northwind
  • CompTIA Network+
  • Certified Business Analysis Professional (CBAP)
  • Certified Hospitality Revenue Manager (CHRM) – Cedar Works
  • Certified Hospitality Supervisor (CHS), Brightline
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)
  • Certified Specialist in Hotel Reception & Concierge Services – Summit Group Awarded in 2020

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