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Skills

  • Team management
  • Staff training and development
  • Data-driven decision making
  • Organization
  • First Aid/CPR
  • Client follow-up systems
  • Framework equipment
  • Operational improvement
  • Teamwork and collaboration
  • Business operations

Work Experiences

  • Achieved Top Performer from Northwind.
  • Achieved a 78% improvement in service response times.
  • Was in charge of the day-to-day operations of a brand new 10-room hotel with a staff of 8.
  • Analyzed customer feedback.
  • Acted as liaison between event organizers and hospitality staff.
  • Collaborated with housekeeping and maintenance teams.
  • Achieved up to 34% increase in bookings.
  • Established internal databases and record management systems to improve the accuracy and integrity of all documentation and data.
  • Assumed responsibility for VIP guest services during corporate events for 16 attendees, ensuring seamless experiences for every delegate.
  • Booked 9 large corporate events.

Summaries

  • Achieved service improvement benchmarks by 53%.
  • When it comes to greeting guests and resolving issues, she is extremely effective.
  • Consistently improved client satisfaction by 35%.
  • Achieved high satisfaction recovery rates.
  • Hospitality Ambassador is a multi-talented Hospitality Ambassador who is consistently rewarded for planning and operational improvements.
  • Adept at crisis management.
  • An experienced sociable and approachable Hospitality Ambassador with a focus on achieving service excellence targets by successfully managing cross-functional teams.
  • Accomplished Hospitality Ambassador.
  • Clear understanding of vendor management and strategic planning as well as vendor management training.
  • Built relationships with event planners.

Accomplishments

  • Documented and resolved program which led to system.
  • Trained team on CRM tools to improve interactions with guests, increasing repeat bookings by 37% over two years.
  • Led front desk team in optimizing check-in/out experience, resulting in a 18% reduction in wait times while maintaining service quality.
  • Utilized guest feedback in regular team meetings, driving initiatives that improved overall hospitality department efficiency by 82%.
  • Created and executed upselling strategies at the front desk that contributed to increased room upgrade sales by 21%.
  • Managed the booking and execution of 8 high-touch VIP events, each generating over $11 in revenue.
  • Resolved product issue through consumer testing.
  • Successfully onboarded 18 new employees, reducing turnover by 62% within the first three years.
  • Improved hospitality CRM usage, resulting in a 19% increase in follow-up bookings and enhanced guest loyalty.
  • Developed and implemented new cross-selling techniques for front desk staff, increasing onsite amenity sales by 16%.

Affiliations

  • Federation of Holistic Therapists (FHT) - Hospitality Wellness and Spa Focus
  • National Concierge Association (NCA)
  • The American Hospitality Academy (AHA)
  • Global Workplace Wellness Summit (GWWS) for Hospitality Professionals
  • International Concierge Institute Portland Chapter
  • International Council of Nurses
  • Society of Human Resource Management
  • National Association of Social Workers
  • International Live Events Association (ILEA)
  • World Association for Hospitality and Tourism Education and Training (AMFORHT)

Certifications

  • Customer Experience Certification by CX University
  • Salesforce
  • Certified Professional in Catering and Events (CPCE) by the National Association for Catering and Events (NACE)
  • Certified Business Analysis Professional (CBAP)
  • Housekeeping Management Certificate by AHLEI
  • Certified Customer Service Manager (CCSM) by The Customer Service Institute of America (CSIA)
  • Certified Public Accountant
  • Certified Hospitality Concierge (CHC) from the American Hotel & Lodging Educational Institute (AHLEI)
  • Event Management Certificate Program by the Event Leadership Institute
  • Food Handling Safety Certificate by National Restaurant Association

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