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Skills

  • First Aid/CPR
  • Guest communication etiquette
  • Client relationship management
  • Refund processing
  • Standard equipment
  • Marketing
  • Guest Services Agent training
  • MS Office
  • Guest satisfaction improvement strategies
  • Guest profile management

Work Experiences

  • Achieved a success rate of 28%.
  • Collaborated with hotel management.
  • Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.
  • Aided management in optimizing room allocation.
  • Provided information about hotel services and amenities to guests and answered their questions.
  • Actioned over 3 special guest requests.
  • Assisted with training and onboarding of new staff.
  • Assisted guests, including making tourist attraction recommendations.
  • Achieved a 28% reduction in booking errors.
  • Adopted new payment technologies.

Summaries

  • Achieved a 23% reduction in transaction times.
  • Detail-oriented customer service specialist with a track record of turning challenges into customer satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Industrious Guest Services Agent skilled at quickly resolving complaints through tactful and diplomatic communication as well as creative problem-solving.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Proactive guest service professional seeking an opportunity to contribute a valuable new facet to the Meridian team in the role of Guest Service Agent.
  • Award-nominated Guest Service Agent known for consistent excellence in service delivery, contributing to elevated guest satisfaction and receiving recognition in 2023.
  • Costs were consistently reduced while profits were increased.
  • Achieved 53% growth in repeat visits.
  • Built rapport with international guests.

Accomplishments

  • Collaborated with the reservations team to prevent booking errors, contributing to an increase in guest satisfaction scores by 32%.
  • Handled group check-ins for events involving 6 participants, coordinating with multiple departments to ensure seamless service.
  • Trained 16 new front desk employees on guest service standards, improving team performance and reducing training time by 26%.
  • Recognized by management for consistently exceeding monthly upsell targets by $9 through effective sales techniques.
  • Processed 8 guest check-ins and check-outs daily, maintaining efficiency and accuracy during peak periods.
  • Reduced average guest wait time during peak hours by 32% by restructuring the front desk queue management system.
  • Optimized front desk operations, reducing check-in time for guests by an average of 6 minutes per interaction.
  • Served as the main point of contact for international guests, resolving complex language barrier concerns efficiently using French skills.
  • Led the implementation of a new guest feedback collection system that increased actionable feedback submissions by 61%.
  • Designed special welcome experiences for guests during peak seasons, improving first impression scores by 36%.

Affiliations

  • Verified Member of Forbes Travel Guide Standards
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Event Service Professionals Association (ESPA)
  • Accredited Reception and Concierge Service (ARCS) Certifications
  • Member of Worldwide Travel Professionals
  • International Foundation of Event Management Professionals (IFEM) Affiliate
  • Guest Relations Organization for Hospitality Team Excellence (GROHTE)
  • American Marketing Association
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute (AHLEI)
  • International Hotel, Motel + Restaurant Show Exhibitor

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Conflict Resolution and Communication in the Hospitality Industry Course from edX
  • Multilingual Communication for Global Business Certification from Coursera
  • First Aid/CPR Certified
  • Certified Event Planner (CEP) from Meeting Professionals International (MPI)
  • ServSafe
  • Certified Hospitality Supervisor (CHS) by AHLEI
  • Customer Service Excellence Certification from the National Retail Federation (NRF) Foundation
  • Certified Guest Service Professional (CGSP) from the American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Public Accountant (CPA)

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