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Skills

  • Customer feedback analysis
  • Digital check-in technology adoption
  • Guest satisfaction score improvement
  • Emergency situation handling and resolution
  • Guest feedback survey optimization
  • Project organization
  • Organization
  • Sanitation
  • Customer Retention Strategy
  • Guest feedback response strategy

Work Experiences

  • Conducted detailed post-stay phone follow-ups with 17% of guests, boosting loyalty program enrollment.
  • Created guest safety procedures.
  • Reduced food waste by 4% by overseeing and planning ingredients, anticipated customers, and item popularity.
  • Performed regular line checks to ensure the highest level of quality.
  • Hired qualified candidates for the positions of Guest Service Department Manager and Guest Service Department Manager.
  • Enforced staff performance and service standards to provide consistent and positive customer experiences.
  • Achieved 42% occupancy rate in the first month.
  • Broadened reach to 31% more international guests.
  • Was in charge of hiring, interviewing, and supervising the back of house staff.
  • Designed feedback form analytics to identify key guest concerns, increasing satisfaction scores by 19% in 2023.

Summaries

  • Strong technical skills and experience in process improvement.
  • Communicative and team-oriented, with ServiceNow expertise.
  • Expert at keeping costs under control and determining the best coverage to meet business requirements without sacrificing quality.
  • Guest Service Department Manager performance reporting team leadership performance reporting team leadership process improvement risk assessment data analysis [Area of expertise
  • In search of a long-term career in the restaurant industry.
  • Project management and budget management abilities are very strong.
  • Strong leader with extensive experience managing employees and resolving issues such as inventory, kitchen slowdowns, customer satisfaction, and method.
  • Guest Service Department Manager with cross-functional collaboration and vendor management abilities.
  • Professional who is friendly, outgoing, and trustworthy.
  • Motivating leader who has built and managed procedure teams in the past.

Accomplishments

  • Enhanced vendor relationships, leading to 28% improved quality in outsourced housekeeping and process cost savings.
  • Directed the introduction of a centralized feedback platform that increased overall guest interaction insights by 33% and improved service response quality.
  • Led a team of 4 guest service representatives, improving customer satisfaction scores by 71% through tailored customer engagement.
  • Trained a team of 11 staff members on improved guest communication techniques, resulting in a 47% reduction in service complaints.
  • Collaborated with event planning teams and external vendors to ensure seamless service delivery for program, boosting event attendee satisfaction to 48%.
  • Developed and executed a comprehensive guest service training program, resulting in a 47% decrease in customer complaints in 2017.
  • Played a key role in achieving method related to guest service, strengthening category’s reputation for service excellence.
  • Achieved Excellence Award for consistently maintaining procedure's occupancy rates at or over 74% during category.
  • Streamlined guest feedback response procedures, improving average response time to guest inquiries by 78% over three years.
  • Implemented efficiency improvements in check-in processes, reducing average guest wait times by 18% while maintaining a 72% guest satisfaction rating.

Affiliations

  • Professional Certification, International Institute of Modern Valuation for Hospitality, 2015
  • Affiliation, Association of Hospitality Customer Service Scholars, relevant research completed in 2018
  • Active Member, Worldwide Guest Services Managers Organization (WGSM), presenting in 2020
  • Member, Customer Experience Professionals Association (CXPA), completed CX course in 2020
  • Founding Member, KPI Analysis Certification Program for Hospitality Managers, certified in 2016
  • Accredited Member, International Association of Hospitality Account Managers, 2019-Present
  • Affiliation, International Luxury Hotelier Membership (ILHM), specialized training in VIP services, 2015
  • Mentor, Future Hospitality Leaders Association, mentoring new entrants since 2019
  • Certificant, Advanced Hospitality and Revenue Management Certification, attained in 2024
  • Certified in Advanced Hospitality Cost Control Systems, certified in 2019

Certifications

  • ServSafe
  • Environmental Health and Safety Certificate – framework
  • Bilingual Executive Certification – process
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • CompTIA A+ Technician
  • Salesforce
  • Certified Hotel Administrator (CHA) – standard
  • Certified Meeting Planner (CMP) - Events Industry Council
  • First Aid, CPR, and AED Certification (American Red Cross)
  • Guest Experience Management Certification – [Cornell University or system]

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