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Skills

  • Supervision
  • Reservations management
  • Staff training and development
  • Client satisfaction metrics
  • Event coordination
  • Conflict resolution and mediation
  • Brand management
  • Relationship development
  • Service Quality Improvement
  • Revenue generation strategies

Work Experiences

  • Improved the bottom line by streamlining standard processes, budgets, and procurement strategies.
  • Hired and trained new employees, demonstrating the most effective ways to serve clients and visitors.
  • Assisted in implementing a contactless services system for guest reservations and room services, improving operational efficiency by 34% during pandemic conditions.
  • Achieved Top Performer from Northwind.
  • Achieved flawless execution.
  • Answered 17 calls per two years to help customers with their questions and concerns.
  • Achieved a 80% improvement in guest satisfaction ratings.
  • Looked for industry trends on social media and through online sources.
  • Acted as liaison between event organizers and 6-member hospitality staff, ensuring events were carried out perfectly and within budget.
  • Achieved results over three years.

Summaries

  • Achieved 82% fewer complaints.
  • Built relationships with event planners.
  • Team player with the ability to provide outstanding customer service.
  • Consistently drove business through long-term client relationships.
  • Experience in hotel management positions at high-end resorts with a strong focus on customer service.
  • Implemented and spearheaded have a history of driving company growth.
  • Achieved service excellence.
  • Collaborative in improving guest loyalty.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Strengths in quality assurance and data analysis backed up by Customer Service training.

Accomplishments

  • Collaborated with other departments to initiate a new concierge program, resulting in 59% greater use of local experiences by guests.
  • Worked with cross-functional teams to develop training programs focused on improving service levels, leading to a 48% reduction in guest complaints.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Developed and implemented new cross-selling techniques for front desk staff, increasing onsite amenity sales by 16%.
  • Developed a concierge knowledge base focused on local attractions, increasing guest participation in tours by 30%.
  • Refined event scheduling and pre-event preparations across 2 key functions, leading to 49% fewer service delays during corporate events.
  • Led front desk team in optimizing check-in/out experience, resulting in a 18% reduction in wait times while maintaining service quality.
  • Used sales pipeline tracking to proactively manage client relationships, leading to new event bookings worth over $18.
  • Oversaw daily reception operations with a focus on process improvements, boosting guest satisfaction ratings by 58%.

Affiliations

  • Association of Destination Management Executives International (ADMEI)
  • Toastmasters
  • The American Hospitality Academy (AHA)
  • World Association for Hospitality and Tourism Education and Training (AMFORHT)
  • Society for Healthcare Foodservice Managers (SHFM)
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • American Society of Safety Professionals
  • International Association of Conference Centers (IACC)
  • Federation of Holistic Therapists (FHT) - Hospitality Wellness and Spa Focus

Certifications

  • Hospitality and Tourism Management Certificate by Florida Atlantic University
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant (CPA)
  • Certified Hospitality Concierge (CHC) from the American Hotel & Lodging Educational Institute (AHLEI)
  • Salesforce
  • ServSafe
  • Convention Industry Council (CIC) Certified Travel Industry Executive (CTIE)
  • Certified Guest Service Professional (CGSP) by AHLEI
  • CompTIA A+ Technician
  • Certified Public Accountant

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