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Skills

  • Cross-departmental collaboration
  • Relationship development
  • Attention to detail
  • Guest satisfaction improvement strategies
  • Organization
  • Customer service
  • Financial Reporting Accuracy
  • Team management
  • Emergency response management
  • Multilingual communication (framework)

Work Experiences

  • Completed guest registrations using Microsoft Excel.
  • Automated guest identification verification during check-ins.
  • Coordinated guest transportation needs after hours with external agencies, ensuring all transportation was arranged securely and accurately.
  • Addressed guest expectations efficiently.
  • Achieved zero discrepancies over 2018.
  • Coordinated with local authorities.
  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during method absence.
  • Consistently met or exceeded hospitality standards.
  • Coordinated with the F&B team.

Summaries

  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Adaptable and energetic, with quality assurance and vendor management abilities.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.
  • Costs were consistently reduced while profits were increased.
  • Front Desk Night Supervisor is a friendly and polished Front Desk Night Supervisor with demonstrated experience in metric environments.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Achieved consistently high satisfaction scores.
  • Ambitious Front Desk Night Supervisor adept at gathering and evaluating guest feedback, using it to continually refine service strategies and improve satisfaction scores.

Accomplishments

  • Handled emergency situations, improving safety protocols and ensuring standards were met in line with category compliance.
  • Initiated a guest feedback process via nightly audits showing a 52% increase in the quality of customer service delivered.
  • Conducted cash-flow audits resulting in 3 consecutive months with no financial discrepancies.
  • Developed and implemented a new guest services protocol, cutting guest complaint resolution time by category.
  • Ensured seamless team transitions by coaching the night staff on best communication practices, improving cross-shift accountability by 15%.
  • Introduced new procedures to improve overnight housekeeping service capacity by 19%, driving higher guest satisfaction scores.
  • Collaborated with guest services teams to provide local recommendations, improving concierge service ratings by 63%.
  • Created a comprehensive 'Night Operations Handbook' leading to a 54% reduction in overnight incidents for new staff members.
  • Trained a team of 18 front desk associates, reducing onboarding time by 24% and enhancing overall customer experience.
  • Achieved 38% reduction in payroll discrepancies by reviewing and streamlining end-of-shift report processes.

Affiliations

  • Frequenting member of Hotel Night Audit and Supervisory Best Practices Community
  • Night Shift Operational Excellence Council, Charter Member
  • Freemason
  • International Luxury Hotel Guest Services Network
  • Professional Development Group for Hotel Supervisors, AHLEI
  • American Hotel & Lodging Association (AHLA) 2023 Member
  • National Concierge Association (NCA) - Atlanta Chapter
  • Active Member of the Guest Relations Innovators Committee || 2015 Affiliation
  • Hospitality Operations Specialty Group, Member
  • Hotel Front Desk Supervisors' Conference, Annual Attendee

Certifications

  • Project Management Professional (PMP)
  • Night Operations Management Certification - method 2016
  • Certified Public Accountant
  • Cisco Certified Network Associate (CCNA)
  • Certified in Ethical Decision Making - category 2021
  • Certified Public Accountant (CPA)
  • CompTIA Security+
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Logistics and Transport Coordination Certification - Raleigh 2022
  • Microsoft Certified Systems Engineer (MCSE)

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