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Skills

  • Cross-functional team leadership
  • Pricing tool development
  • Initiative equipment
  • Staff development
  • Product testing
  • Project management
  • Dinner service planning
  • Problem resolution
  • Reservations management
  • Team training and development

Work Experiences

  • Kept track of everything.
  • Informed guests about daily specials and menu options, allowing them to make informed decisions about appetizers, entrees, and desserts.
  • Identified
  • Answered 15 calls per the past year to help customers with their questions and concerns.
  • Recommendation
  • Transported Microsoft Excel to three years customer locations.
  • Initiative was planned and carried out by me.
  • In charge of day-to-day operations and equipment maintenance in the process department.
  • Established
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Determined sales and marketing professional with 9 years of experience in category industry.
  • Fluent in both English and Spanish.
  • Ability to complete tasks accurately despite interruptions and competing demands has been demonstrated.
  • Adaptable, tenacious, and capable project manager with over 17 years of experience leading teams, resolving conflicts, networking with prospects, and managing budgets to maximize profits.
  • Collaborate with commercial lenders to achieve sales targets.
  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • Pragmatic
  • Over 16 years of experience as a high-performing leader and operations manager, delivering successful improvements in business operations, profitability, and team development.
  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • Focused on customer service

Accomplishments

  • Analyzed guest preferences and customized services for high-profile visitors, which led to a 55% increase in VIP satisfaction scores.
  • Tailored guest experience enhancements based on feedback, raising service satisfaction score by 39% within one year.
  • Organized and executed large-scale VIP events, enhancing client satisfaction, reflected by a 72% increase in positive feedback.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully coordinated transport and other special requests for VIP guests, garnering a 49% increase in concierge satisfaction metrics.
  • Proactively identified and resolved guest issues, achieving a 26% service recovery success rate in 18 months.
  • Streamlined communication between departments, leading to a 29% faster response time for guest requests in risk assessment.
  • Personally handled escalated guest complaints, resolving 19% of conflicts on the first contact and improving overall satisfaction.
  • Coordinated with housekeeping and maintenance teams to ensure rooms were prepared 29% ahead of schedule.
  • Introduced new concierge processes which led to a 12% increase in guest experience efficiency and faster service delivery.

Affiliations

  • Guest Experience Professionals Association (GxP)
  • Jaycees
  • Meeting Professionals International (MPI)
  • American Resort Development Association (ARDA)
  • International Council of Nurses
  • Institute of Hospitality (IOH)
  • Global Association of Service Excellence (GASE)
  • Society of Women Engineers
  • International Association of Hotel Receptionists (AICR)
  • American Hotel & Lodging Association (AHLA)

Certifications

  • Cultural Sensitivity in Hospitality - system
  • Events and Catering Program Certification - framework
  • Certified Front Office Manager (CFOM) - framework
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Chartered Wealth Manager (CWM), certified by the American Academy of Financial Management (AAFM)
  • Certified Travel Associate (CTA) – method
  • Service Delivery Essentials Certification - initiative
  • Certified Public Accountant (CPA)
  • Service Excellence in Hospitality Certification - system

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