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Skills

  • Budgets
  • Interpersonal and written communication
  • Customer Relationship Management (CRM)
  • Risk management processes and analysis
  • Process improvement
  • Verbal and written communication
  • Marketing
  • Supervision
  • Clerical support
  • Reservations management

Work Experiences

  • All kitchen staff was hired and managed by me.
  • Achieved zero complaints.
  • Saved $6 by putting in place cost-cutting measures that addressed long-standing issues.
  • Collaborated with system customers to determine their needs and deliver method service.
  • Achieved a 75% increase in guest satisfaction by handling sensitive issues with empathy and professionalism.
  • Assisted in upselling Adobe Creative Suite and services, driving a 3% increase in revenue over several months.
  • Safeguarded the company, its employees, and its customers by monitoring alcohol consumption and adhering to legal service requirements.
  • Addressed and resolved escalated guest grievances, leading to a Outstanding Service Award honor from management for problem-solving skills.
  • Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.
  • Achieved President's Club from corporate.

Summaries

  • Top-producing salesperson and industry expert in Customer Service.
  • Customer-focused Sales Representative with 7 years of experience solving problems for clients.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Through the Concierge position, I'd like to assist a top-tier hotel in achieving even greater success.
  • Achieved high guest retention.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Process are well-understood.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Achieved a 43% improvement in guest satisfaction scores.

Accomplishments

  • Developed and implemented a guest feedback reporting system, helping management make data-driven decisions to increase satisfaction by 55%.
  • Solved
  • Resolved product issue through consumer testing.
  • Recommended
  • Marketing: Implemented marketing strategies which resulted in system growth of customer base.
  • Identified
  • Documented
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Established
  • Executed successful email and in-person follow-ups with key guests, increasing repeat bookings by 45% over two years.

Affiliations

  • Volunteer in the International Youth Hostels Federation (IYHF), promoting cost-effective and efficient hostel guest services.
  • Team leader in the National Society for Minorities in Hospitality (NSMH), supporting multilingual communication and inclusive guest experiences.
  • Association of Information Technology Professionals
  • Member of the American Resort Development Association (ARDA), focused on improving timeshare guest relations and onboarding experiences.
  • Attendee at the Hospitality Sales and Marketing Association International (HSMAI) conferences on customer experience personalization.
  • Participant in monthly hospitality-focused workshops at the International Council on Hotel, Restaurant, and Institutional Education (ICHRIE).
  • Member of the Professional Association of Innkeepers International (PAII), focused on small property management and guest satisfaction.
  • Association for Computing Machinery
  • Jaycees
  • Alumni of the Disney College Program, honing guest service skills in a high-volume, cross-functional environment.

Certifications

  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Guest Service Gold® Training and Certification - Educational Institute
  • Microsoft Office Specialist (MOS) Certification in Excel 2021
  • Hospitality English Language Certification - Boston Language Institute
  • Certified Concierge (CC) - Les Clefs d'Or USA
  • Advanced Training in Hotel Operations - category
  • Apple Certified Associate (ACA)
  • Certified Public Accountant

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