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Skills

  • Team management
  • Executive reporting
  • Guest issue resolution
  • Process improvement
  • Process improvement strategies
  • Loyalty program development
  • Budgets
  • Efficiency Improvement Practices
  • Actionable Feedback Collection
  • Corporate client relationship management

Work Experiences

  • Collaborated with front-of-house staff.
  • Achieved this over 18 months.
  • Achieved Top Performer for customer satisfaction in 2015.
  • Increased the team's revenue by over $5 in sales.
  • Consistently identified and addressed guest service gaps, improving guest engagement and contributing to Top Performer win for Top Guest Service in 2021.
  • Analyzed guest surveys and implemented feedback-based improvements, increasing Net Promoter Score (NPS) by 35% over a several months.
  • Collaborated with front-of-house staff to address peak service-demand periods efficiently, reducing guest waiting times by up to 63% minutes per visit.
  • Collaborated with Marketing on customer appreciation events.
  • Kept my knowledge of store sales, payment policies, and security standards up to date.
  • Addressed peak service-demand periods efficiently.

Summaries

  • Contributed to higher loyalty and repeat visits.
  • Consistently elevates guest experience.
  • Dedicated to providing exceptional customer service.
  • Collaborative Guest Experience Ambassador.
  • Achieved results over two years.
  • Within Customer Service, senior Guest Experience Ambassador and outstanding performer in stakeholder engagement and cross-functional collaboration.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Consistent achiever with a history of identifying and addressing gaps in guest service, contributing to an President's Club win for Top Guest Experience 2024.
  • Built brand loyalty.
  • Sells system and standard products while keeping up with changing industry trends and customer preferences.

Accomplishments

  • Resolved guest concerns promptly, leading to a 52% improvement in complaint resolution times.
  • Trained a team of 15 new hires with a refreshed onboarding program, improving team service quality and cutting training time by 58%.
  • Documented and resolved program which led to initiative.
  • Utilized cutting-edge guest service technologies, improving online check-in processes and reducing errors by 32%, leading to faster service delivery.
  • Mentored junior-level team members on guest handling techniques, raising overall team efficiency by 53% in 18 months.
  • Collaborated with team of 10 in the development of program.
  • Led initiatives to enhance guest experience by providing personalized guest tours and assistance, contributing to a 49% increase in overall service ratings.
  • Proactively updated VIP guest preferences into internal databases, ensuring personalized service and contributing to a 53% rise in repeat visits.
  • Coordinated between multiple departments to organize personalized experiences for high-profile guests, resulting in exceptional feedback and recognition by upper management.
  • Implemented regular guest feedback loops that helped to increase retention rates by 37% and improve overall service delivery.

Affiliations

  • Certified Guest Service Professional (CGSP) method
  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • Association of Information Technology Professionals
  • Hospitality Management Society
  • Lions Club
  • American Marketing Association
  • International Council of Nurses
  • Rotary International
  • Hotel and Restaurant Management Alumni Network

Certifications

  • Hotel Management Certification – eCornell
  • Professional in Hospitality Revenue Management (PHRM) – HSMAI
  • ServSafe® Food Protection Manager Certification – system
  • Google Certified Professional Cloud Architect
  • Cisco Certified Internetwork Expert (CCIE)
  • Upselling Expert Certification in Hospitality – Cedar Works
  • Hospitality Sales and Marketing Certification - HSMAI
  • Advanced Hospitality Management Certification – process
  • First Aid/CPR Certified
  • Certified Hospitality Revenue Manager (CHRM) - Ironclad Systems

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