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Skills

  • Claims analysis
  • Hospitality and service knowledge
  • Strategic sales knowledge
  • Personable
  • Client relationship management
  • Fluent in German and French
  • Timely complaint resolution
  • Staff development
  • Filing
  • Guest safety

Work Experiences

  • Trained 12 new salespeople each quarter.
  • Built a solid reputation for efficiency and accuracy, earning numerous referrals from happy customers.
  • Was in charge of answering customer questions about merchandise and pricing.
  • Recommended a new QuickBooks to customers, which resulted in an increase in add-on business of 6%.
  • Assisted guests, including making tourist attraction recommendations.
  • Was in charge of processing cash and credit payments in a timely and accurate manner.
  • Adhered to established merchandising guidelines, which included window, sales floor, and promotional displays.
  • Worked night and weekend shifts, securing $10 in orders in several months during the holiday season.
  • Provided training to new sales associates so that they could contribute to the store's positive culture.
  • Provided information about hotel services and amenities to guests and answered their questions.

Summaries

  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Looking for a way to put my 9 years of guest service experience to good use on the Harbor & Co. Team.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Highly organized when it comes to administrative functions, team leadership, and facility services coordination.
  • Guest Services Agent with 11 years of experience working in a guest service environment.
  • Through 15 years in related roles, a solid foundation of hospitality experience and guest service satisfaction has been demonstrated.
  • Professional in retail sales with experience in product placement and merchandising.
  • Possessing a complete dedication to guest satisfaction.
  • Guest Services Agent is an outgoing individual who excels at customer satisfaction and retention.
  • Industrious Guest Services Agent skilled at quickly resolving complaints through tactful and diplomatic communication as well as creative problem-solving.

Accomplishments

  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Collaborated with team of 9 in the development of initiative.
  • Reviewed and updated guest incident reports, reducing repeat issues by 27%.
  • Engaged with guests in category to provide a welcoming, personalized experience, which led to 68% higher satisfaction among international visitors.
  • Financial: Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Assisted in the coordination of special guest experiences, boosting repeat visit rates by 79%.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.
  • Updated guest preferences in the CRM system in real-time, resulting in a 29% improvement in guest satisfaction scores.

Affiliations

  • Served as a committee volunteer for the Global Business Travel Association (GBTA), focusing on elevating the business traveler’s guest experience.
  • Engaged in leadership projects through Women in Hospitality Leadership Alliance (WIHLA), strengthening female leadership representation in guest services.
  • Volunteer at system Tourism Association, contributing to the enhancement of guest experiences through community engagement.
  • Frequent attendee of regional hospitality workshops hosted by the American Bus Association (ABA), gaining expertise in group travel management.
  • Participated in guest satisfaction seminars hosted by the International Luxury Hotel Association (ILHA), focused on exceeding high-end hospitality standards.
  • Attended customer service and leadership training at the National Concierge Association (NCA) to sharpen front-desk supervision skills.
  • Engaged in professional development programs with the National Restaurant Association (NRA) to improve food and beverage guest services.
  • Participated in the annual Hospitality Industry Technology Exposition & Conference (HITEC) to stay updated on the latest hospitality technology innovations.
  • Member of the Hospitality Financial and Technology Professionals (HFTP), advancing skills in hospitality technology and property management software.
  • Completed Scrum Master in Multilingual Customer Service for Hospitality through Lakeside Partners, enriching communication with international guests.

Certifications

  • Certified Guest Service Professional (CGSP), American Hotel & Lodging Educational Institute (AHLEI)
  • Advanced Hospitality Management Certificate - eCornell
  • Certified Hospitality Sales Professional (CHSP) - procedure
  • Sales Manager Certificate
  • Customer Service and Complaint Management Specialist Certificate - Beacon Labs
  • Front Desk Representative (FDR) Certification - AHLEI
  • Hotel Management Software Proficiency Certification - HubSpot
  • Event Management Certificate - standard
  • Hospitality Supervisor Certification – AHLEI
  • Certified Hospitality Housekeeping Professional (CHHP) - AHLEI

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