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Skills

  • Proficient in MS Office
  • Invoice processing
  • Superior communication skills
  • Bookkeeping
  • POS system operation
  • Inventory management and ordering
  • MS Office
  • Travel planning
  • Flexible schedule
  • Automatic call distribution ACD system

Work Experiences

  • Processed and prepared business and government forms, as well as expense reports.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Devised new procedures and systems to improve customer satisfaction.
  • Won
  • Consistently outperformed my daily credit card application goals.
  • Had planned ahead.
  • Solved
  • Recorded and transcribed minutes at 18 meetings per 18 months.
  • Ensured transaction security by comparing payment cards to identification.

Summaries

  • Expert
  • Front Office Associate is a highly motivated Front Office Associate with a knack for assisting guests with general services like standard and category.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Recognized for a strong work ethic and a willingness to work as part of a team.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Focused on customer service
  • Technically adept, friendly, punctual, and always up for a challenge.
  • Strong presenter, communicator, and problem solver who can work effectively and efficiently with a wide range of customers and needs.
  • Front Office Associate with over 12 years of experience in retail and customer service.
  • Front Office Associate is skilled at bending and flexing in response to change.

Accomplishments

  • Proactively identified and resolved technical and logistical issues with the front office software system, reducing downtime by 41%.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Designed a concierge service catalog that improved the front office’s ability to meet guest needs and increased revenue for ancillary services by 59%.
  • Initiated an online check-in feature that streamlined the guest arrival process and reduced in-person waiting times by 56%.
  • Assisted in building a customer loyalty program that resulted in 13% increase in repeat business within 6 months.
  • System 3 WPM data entry rate, with 13% accuracy.
  • Increased sales 9% over one year.
  • Assisted management in launching a company-wide best practices initiative for front office operations, resulting in 14% improvement in service consistency.
  • Collaborated with housekeeping and maintenance departments to ensure seamless communication and accurate room availability, increasing room occupancy by 67%.

Affiliations

  • Institute of Certified Concierge Professionals (ICCP)
  • Customer Experience Professionals Association (CXPA)
  • International Association of Hotel Professionals (IAHP)
  • National Communication Association (NCA)
  • American Society of Administrative Professionals (ASAP)
  • International Executive Housekeepers Association (IEHA)
  • Project Management Institute
  • International Council of Nurses
  • Guest Relations Association
  • American Business Women's Association (ABWA)

Certifications

  • Project Management Professional (PMP)
  • Customer Service Professional Certificate
  • Customer Relationship Management (CRM) Specialist Certification with HubSpot
  • SHRM Certified Professional (SHRM-CP)
  • Customer Service Representative Certificate
  • CompTIA A+ Technician
  • Hotel Revenue Management Certificate by Cornell University
  • Certificate in Hospitality Management by eCornell
  • Certificate in Complaint Handling and Customer Satisfaction by Lakeside Partners
  • Cisco Certified Network Associate (CCNA)

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