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Skills

  • Project organization
  • Emergency handling and escalation
  • Standard equipment
  • Team management
  • Marketing
  • Guest communication etiquette
  • Vendor interaction
  • Problem resolution
  • Regulatory compliance
  • Guest loyalty program knowledge

Work Experiences

  • Addressed special requests.
  • Assisted guests, including making tourist attraction recommendations.
  • Contributed to $16 in positive reviews from corporate clients.
  • Built rapport with international guests.
  • Assessed staffing needs during peak hours.
  • Was able to maintain a high level of positive customer feedback.
  • Collaborated with local businesses to provide exclusive guest discounts, which resulted in a 66% boost in guest engagement with local services.
  • Achieved zero discrepancies.
  • Addressed billing discrepancies.
  • Achieved a success rate of 28%.

Summaries

  • Award-nominated Guest Service Agent.
  • Career-focused Guest Service Agent eager to contribute to sustained success by applying strong skills in complaint resolution, smooth front desk operations, and customer loyalty tactics.
  • Dedicated to enhancing guest satisfaction by going above and beyond to meet and exceed expectations.
  • Team player with the ability to provide outstanding customer service.
  • Achieved 53% growth in repeat visits.
  • Guest Service Agent with 14 years of successful risk assessment and vendor management experience.
  • Through 8 years in related roles, a solid foundation of hospitality experience and guest service satisfaction has been demonstrated.
  • Personable Guest Services Agent with experience communicating with guests to provide information, solve problems, and provide outstanding service.
  • Have over 16 years of guest service experience in the hospitality industry.
  • Clear understanding of strategic planning and client relations as well as risk assessment training.

Accomplishments

  • Documented and resolved procedure which led to standard.
  • Handled group check-ins for events involving 6 participants, coordinating with multiple departments to ensure seamless service.
  • Processed 8 guest check-ins and check-outs daily, maintaining efficiency and accuracy during peak periods.
  • Recognized by management for consistently exceeding monthly upsell targets by $9 through effective sales techniques.
  • Developed and maintained excellent relationships with corporate clients, achieving a 38% increase in bookings for large events.
  • Led the implementation of a new guest feedback collection system that increased actionable feedback submissions by 61%.
  • Worked directly with the finance team on guest billing reviews and resolved 49% of disputes in under 11 hours, maintaining financial accuracy.
  • Designed special welcome experiences for guests during peak seasons, improving first impression scores by 36%.
  • Negotiated room upgrades and upsold premium services, generating an additional $15 in monthly revenue.
  • Proactively handled guest complaints and resolved conflicts using conflict de-escalation techniques, improving guest retention by 54%.

Affiliations

  • Lions Club
  • Project Management Institute
  • Hospitality Financial & Technology Professionals (HFTP)
  • National Association of Social Workers
  • International Live Events Association (ILEA)
  • Institute of Hospitality
  • Guest Relations Organization for Hospitality Team Excellence (GROHTE)
  • Member of Sustainability in Hospitality Industry
  • Certified Front Office Executive (CFOE)
  • Local Chapter Member of Hospitality Management Forum

Certifications

  • Managing Customer Complaints and Feedback Certification by Coursera
  • Certified Hospitality Department Trainer (CHDT) by AHLEI
  • Certified Hotel Concierge by Les Clefs d'Or
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Certified Public Accountant (CPA)
  • ServSafe
  • Certified Hospitality Supervisor (CHS) by AHLEI

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