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Skills

  • Process improvement
  • Dinner service planning
  • Data Management
  • Inspection reviews
  • Guest accommodations
  • Crisis management
  • Guest experiences
  • Hardware evaluation
  • Data entry
  • Report writing

Work Experiences

  • Achieved President's Club for excellence in customer service by increasing loyalty program enrollments by 65%.
  • Safeguarded the company, its employees, and its customers by monitoring alcohol consumption and adhering to legal service requirements.
  • Assisted in upselling Jira and services.
  • Was in charge of overseeing food preparation and ensuring that safety protocols were followed.
  • Achieved 31% retention rate of returning hotel guests.
  • Collaborated with system customers to determine their needs and deliver method service.
  • Assisted in upselling Adobe Creative Suite and services, driving a 3% increase in revenue over several months.
  • Had an excellent attendance record and was always on time for work.
  • Organized and managed food service training for employees to learn about cross-functional collaboration, data analysis, and quality assurance.
  • Plan and designate shifts and hours for 5 employees' schedules.

Summaries

  • Strengths in project management and process improvement backed up by Customer Service training.
  • Achieved a $3 increase in total revenue.
  • Among his accomplishments is the creation of a category app for use in the standard industry.
  • Concierge service with over 17 years of hospitality and tourism experience.
  • Achieved effective service recovery outcomes.
  • Achieved 42% positive post-visit survey results in 2019.
  • Professional with 4 years of progressive experience in the field who is highly organized and detail-oriented.
  • Customer-focused Sales Representative with 7 years of experience solving problems for clients.
  • Achieved high guest retention.
  • Team player with the ability to provide outstanding customer service.

Accomplishments

  • Collaborated with the marketing team to launch special packages, increasing weekend occupancy rates by 81%.
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Improved
  • Developed
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Ensured
  • Represented
  • Proposed
  • Recommended
  • Applied active listening during guest interactions, resolving concerns at first point-of-contact and increasing satisfaction rates by 67%.

Affiliations

  • Participant in monthly hospitality-focused workshops at the International Council on Hotel, Restaurant, and Institutional Education (ICHRIE).
  • Affiliate member of the Society of Incentive Travel Excellence (SITE), acquiring expertise in VIP and incentive booking services.
  • Alumni of the Disney College Program, honing guest service skills in a high-volume, cross-functional environment.
  • Association for Supply Chain Management (APICS)
  • National Association of Social Workers
  • Member of the International Institute of Modern Butlers (IIMB), focused on enhancing high-end guest experiences and service etiquette.
  • Project Management Institute
  • Member of the Guest Relations Association, focused on mastering advanced communication skills and guest satisfaction metrics.
  • American Marketing Association
  • Participant in the International Association of Hotel General Managers (IAHGM), learning about VIP guest engagement trends.

Certifications

  • Data-Driven Decision Making Certificate in Hospitality - Vantage
  • Customer Relationship Management Certification - Salesforce
  • First Aid/CPR Certified
  • Customer Service Skills Certification - framework
  • Foundations of Hotel Revenue Management - Cornell University
  • Cisco Certified Network Associate (CCNA)
  • Certified Hotel Asset Manager (CHAM) - Hospitality Asset Managers Association
  • Certified Concierge (CC) - Les Clefs d'Or USA
  • Time Management for Hospitality Professionals - Lakeside Partners
  • Hospitality Revenue Management Certification - Cornell University

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