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Skills

  • Customer feedback review platform usage (HubSpot)
  • Problem resolution
  • Team management
  • Arts and culture
  • Proficient in Spanish
  • First Aid/CPR
  • Data-driven decision making
  • Local history
  • Tourism development
  • Digital check-in process optimization

Work Experiences

  • Achieved a 43% improvement in service efficiency.
  • Delivered real-time recommendations to guests on local attractions, dining, and events, enhancing their city experience.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Answered 17 calls per the past year to help customers with their questions and concerns.
  • Decreased negative feedback by 28%.
  • Achieved rapid guest request resolution.
  • Delivered real-time recommendations to guests.
  • Collaborated with the security team.
  • Collaborated with concierge services.
  • Achieved results over several months.

Summaries

  • Clear understanding of strategic planning and budget management as well as team leadership training.
  • Contributed to a 62% increase in guest satisfaction ratings.
  • Guest Arrival Ambassador with 7 years of successful quality assurance and budget management experience.
  • Collaborative team player.
  • Committed to safety and security, regularly working with the hotel’s security team to ensure protocols are upheld during high-volume check-in periods, enhancing guest confidence.
  • Achieved a 47% improvement in front desk performance.
  • Coordinated with local vendors.
  • Achieved a 38% increase in customer loyalty.
  • Achieved fast and efficient problem resolution.
  • Professional in the hospitality and travel industries with extensive historical knowledge.

Accomplishments

  • Monitored and responded to guest feedback on digital platforms, resulting in a 29% increase in overall guest satisfaction scores.
  • Improved on-site event attendance by 40% through proactive guest engagement and personalized service offerings.
  • Partnered with cross-functional teams, including housekeeping and maintenance, to resolve guest issues efficiently, achieving a 75% faster resolution rate.
  • Established protocols for high-volume guest traffic periods that contributed to reducing wait times during peak check-in hours by 80%.
  • Supported contactless guest payments using Power BI, helping to increase payment accuracy and reduce contact-based errors.
  • Managed smooth coordination with external transport services to ensure prompt transfers for incoming and departing guests, improving feedback on transport reliability by 44%.
  • Led a change initiative to improve front desk efficiency, resulting in a 55% enhanced speed of check-in and check-out processes.
  • Resolved product issue through consumer testing.
  • Reduced front desk errors related to guest check-in by 83% through the development and implementation of a quality-control checklist.
  • Maintained detailed records in SAP, ensuring accurate tracking of guest preferences and special needs, which led to a 33% rise in positive feedback.

Affiliations

  • Certified Hospitality Supervisor (CHS) by American Hotel & Lodging Educational Institute
  • American Society of Safety Professionals
  • Rotary International
  • Certified Hospitality Concierge Specialist (CHCS) via Ironclad Systems
  • First Impressions & Guest Arrival Workshop - Completed 2020
  • Hospitality and Tourism Management Society (HTMS) Participant
  • American Medical Informatics Association
  • Member of the Hospitality Sales and Marketing Association International (HSMAI)
  • Member of Pacific Asia Travel Association (PATA)
  • International Association of Administrative Professionals

Certifications

  • Certified Hospitality Revenue Manager (CHRM) by AHLEI
  • Salesforce
  • CompTIA A+ Technician
  • Hospitality and Tourism Management Certification by procedure
  • Certified Front Desk Representative (CFDR) by AHLEI
  • Hotel Industry Analytics Certification (CHIA) by AHLEI and STR Global
  • Certificate in Hotel Revenue Management by procedure or Summit Group
  • Certified Business Analysis Professional (CBAP)
  • WorldHost Principles of Customer Service by Ironclad Systems
  • ServSafe Food Handler Certification by the National Restaurant Association

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