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Skills

  • Sales expertise
  • Booking management for corporate and group events
  • Payment processing
  • Customer feedback collection and analysis
  • Customer service excellence
  • Key holder experience
  • Stocking and replenishing
  • POS systems expert
  • Warehousing functions
  • Money handling abilities

Work Experiences

  • Delivered messages, mail, and packages left for hotel guests to their rooms within 6 months of receipt.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Handled over 11 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Kept the method and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Increased the team's revenue by over $17 in sales.
  • Used a POS system to itemize and total the purchases of 14 customers.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to process regulations and initiative department guidelines.
  • Solid team player with an outgoing, upbeat demeanor and a track record of building rapport with clients.
  • Dedicated to meeting and exceeding metric objectives through effective communication and initiative abilities.
  • Guest Service Associate who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Guest Service Associate is a service-oriented Guest Service Associate with unrivaled customer service, task prioritization, and time management skills.
  • Customer Service Representative with 7 years of retail experience in fast-paced, team-oriented environments.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Influential figure in the framework industry who is passionate about assisting guests in creating memorable experiences.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate system systems is one of my specialties.

Accomplishments

  • Input guest feedback on initiative for trend analysis, enabling data-driven improvements that increased positive guest reviews by 81%.
  • Reduced front desk operational delays by 47% through time management and prioritization of tasks during high-traffic hours.
  • Proactively resolved guest complaints, reducing escalation to management by 54% and increasing customer loyalty.
  • Received commendations from management for excellent time management, which contributed to a reduction in front-desk wait time by 2 minutes during peak shifts.
  • Resolved guest check-in issues related to room availability during overbooking situation, reducing guest complaints by 30% through prompt action.
  • Trained cross-functional team members in front desk and concierge duties, increasing team operational flexibility and reducing staffing gaps during peak hours by 29%.
  • Collaborated with team of 13 in the development of process.
  • Assisted in managing reservations with SAP, resulting in 47% error reduction and improving guest check-in experience.
  • Provided exceptional service to international guests through fluency in German, enhancing the welcome experience for non-English speaking visitors by 64%.
  • Seamlessly managed guest disputes regarding billing inquiries, ensuring issues resolved on the spot, lowering refund requests by 72%.

Affiliations

  • Institute of Hospitality
  • Attendee of National Restaurant Show 2018
  • Hospitality Financial and Technology Professionals (HFTP)
  • Tourism Cares
  • Certified Guest Service Professional (CGSP), AHLEI
  • National Tour Association (NTA)
  • Jaycees
  • Customer Service Professionals Network (CSPN)
  • Professional Convention Management Association (PCMA)
  • Rotary International

Certifications

  • Hotel and Hospitality Management Certificate – Beacon Labs, 2016
  • Certified Spa Supervisor (CSS) - framework - 2017
  • Certified Hospitality Information Technology Professional (CHITP) – Hospitality Financial & Technology Professionals, 2020
  • Certified Hotel Concierge – Les Clefs d'Or, 2023
  • Advanced Upselling Techniques Certification – Harbor & Co., 2018
  • Apple Certified Associate (ACA)
  • First Aid/CPR Certified
  • Certified Public Accountant (CPA)
  • ServSafe
  • CompTIA A+ Technician

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