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Skills

  • Night audit procedures
  • Process improvement
  • Time management
  • Problem-solving skills
  • Team management
  • Emergency response management
  • Team building
  • First Aid/CPR
  • Incident reporting & documentation
  • Health & safety compliance

Work Experiences

  • Collaborated with the front-end team to maximize upsell opportunities on room upgrades, resulting in a total revenue increase of $4 annually.
  • Avoided later backlogs.
  • Achieved a 40% increase in sales year-over-year.
  • Addressed guest expectations efficiently.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Oversaw 2 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Achieved zero discrepancies over 2018.
  • Coordinated with local authorities.
  • Created a streamlined internal reporting system for guest incidents that improved response time by 42%.

Summaries

  • Achieved a 75% reduction in guest complaints.
  • Possessing a complete dedication to guest satisfaction.
  • Collaborative professional skilled in enhancing hotel safety protocols.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Accommodated last-minute guest requests smoothly.
  • Achieved a 59% improvement in customer service ratings.
  • Front Desk Night Supervisor with 14 years of experience working in a guest service environment.
  • Multitasker and planner who is smooth and efficient.
  • Mathematical prowess and the ability to manage all front-office operations.

Accomplishments

  • Trained night-shift team members to improve response times, reducing guest complaint resolution by system.
  • Ensured compliance with hotel safety and security guidelines, facilitating zero incidents over 9 months of overnight shifts.
  • Ensured seamless team transitions by coaching the night staff on best communication practices, improving cross-shift accountability by 15%.
  • Developed a cross-functional team training program that optimized staff flexibility and improved night shift service outcomes by 51%.
  • Introduced new procedures to improve overnight housekeeping service capacity by 19%, driving higher guest satisfaction scores.
  • Reduced overnight staffing costs by 57% through optimized scheduling without compromising service quality or safety standards.
  • Initiated a guest feedback process via nightly audits showing a 52% increase in the quality of customer service delivered.
  • Collaborated with team of 12 in the development of method.
  • Introduced time-sensitive task prioritization techniques that improved overnight operational efficiency during peak holiday periods.
  • Implemented a time management tool that reduced employee shift downtime by 63% per shift, maintaining high service levels.

Affiliations

  • Customer Experience Professionals Association (CXPA) Community Member
  • Night Shift Operational Excellence Council, Charter Member
  • Guest Services and Safety Best Practices Group, Member
  • LinkedIn Group: Hospitality Night Managers & Supervisors Seattle
  • Association for Computing Machinery
  • Hospitality Financial and Technology Professionals (HFTP) - Affiliate
  • National Association of Social Workers
  • Frequenting member of Hotel Night Audit and Supervisory Best Practices Community
  • Hospitality Operations Specialty Group, Member
  • National Concierge Association (NCA) - Atlanta Chapter

Certifications

  • First Aid/CPR Certified
  • Cross-Departmental Communication Skills Certification - metric 2016
  • Cisco Certified Internetwork Expert (CCIE)
  • Negotiation Skills Certification - Meridian 2019
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Data Entry Specialist - Jira 2024
  • General Data Protection Regulation (GDPR) Compliance Certification - procedure 2015
  • Hotel Housekeeping Operations and Management Certificate - system 2021
  • Certified in Hotel Industry Analytics (CHIA) - category
  • Certified Front Office Manager (CFOM) - metric 2018

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