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Skills

  • Initiative equipment
  • Business intelligence tools
  • Proactive communication
  • Project organization
  • Process improvement strategies
  • CRM tool proficiency
  • Guest issue resolution
  • Guest flow management
  • Cross-departmental collaboration
  • MS Office

Work Experiences

  • Achieved this over 18 months.
  • Was in charge of running a successful cash register, which included scanning items, processing payments, and issuing receipts.
  • Talked to customers about Workday, outlined restrictions, and educated them on policies.
  • Folded and arranged program merchandise in attractive displays to increase sales.
  • Assisted customers in completing purchases, locating items, and enrolling in reward programs in order to increase customer loyalty, satisfaction, and sales.
  • Assisted guests with transportation coordination, successfully reducing downtime and increasing productivity by 81% in logistics.
  • Taught new associates how to operate the cash register, including how to open it, conduct customer transactions, and balance the drawer.
  • Collaborated with event teams to provide flawless execution of VIP guest services for high-profile events and large groups, enhancing overall guest sentiment.
  • Contributed to Outstanding Service Award win for Top Guest Service in 2015.
  • Consistently identified and addressed guest service gaps, improving guest engagement and contributing to Top Performer win for Top Guest Service in 2021.

Summaries

  • Achieved consistently high guest satisfaction scores.
  • Guest Experience Ambassador with 4 years of successful vendor management and risk assessment experience.
  • Relationship builder who is dedicated and dependable, with strong organizational skills and a strong work ethic.
  • Collaborated with marketing teams.
  • Collaborated with various departments.
  • Sells system and standard products while keeping up with changing industry trends and customer preferences.
  • Achieved high NPS scores.
  • Accomplished in identifying key areas for process improvement, consistently increasing efficiency and driving operational success.
  • Collaborative partner with Marketing teams to execute targeted client appreciation events, achieving 79% participation in promotions.
  • Attracted an environmentally conscious guest base.

Accomplishments

  • Encrypted and safeguarded guest personal data using GDPR-compliant protocols, ensuring zero data breach incidents in 2024.
  • Exceeded annual guest experience KPIs by 54%, generating increased flow of repeat guests and event bookings.
  • Monitored and adjusted performance metrics, such as guest feedback scores, to consistently maintain service levels above 37%.
  • Developed and implemented queue management strategies, reducing guest wait times by 70% during high-traffic events.
  • Managed guest flow during category and provided seamless guest service despite increased traffic, leading to a 69% effective guest throughput.
  • Facilitated guest special requests, including event bookings and transportation arrangements, improving end-to-end service experience and guest satisfaction.
  • Resolved guest concerns promptly, leading to a 52% improvement in complaint resolution times.
  • Achieved Outstanding Service Award for Excellence in Guest Relations by consistently delivering high-quality service in 2015.
  • Collaborated with team members and management to streamline front desk operations, reducing check-in/check-out times by 68% during peak travel seasons.
  • Received PMP for outstanding guest service and operational performance in 2024, contributing to a 77% increase in positive guest reviews.

Affiliations

  • American Medical Informatics Association
  • International Council of Nurses
  • Convention & Visitors Bureau of Austin
  • International Congress and Convention Association (ICCA)
  • International Association of Amusement Parks and Attractions (IAAPA)
  • Brand Ambassadors of Seattle
  • International Concierge and Guest Relations Association
  • Hospitality Management Society
  • Association for Supply Chain Management (APICS)
  • Certified Guest Service Professional (CGSP) method

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Travel Associate (CTA) – program
  • CompTIA Network+
  • Apple Certified Associate (ACA)
  • Certified in Hotel Industry Analytics (CHIA) – STR/Smith Travel Research
  • CompTIA Security+
  • Global Travel Professional Certification - Global Business Travel Association
  • ServSafe
  • Customer Service Excellence Certification Lakeside Partners
  • Project Management for Hospitality Professionals Certification – framework or Beacon Labs

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