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Skills

  • Business operations
  • Client Retention Strategies
  • Employee scheduling software Adobe Creative Suite
  • Guest service management
  • Framework equipment
  • First Aid/CPR
  • Process improvement
  • Cash variance reduction
  • Daily financial report preparation
  • Relationship development

Work Experiences

  • Coordinated with room service teams.
  • Decreased guest wait times by 39%.
  • Contributed to a 76% increase in guest retention.
  • Had an excellent attendance record and was always on time for work.
  • Coordinated with housekeeping teams.
  • Kept up with business operations in order to keep departments and employees informed about important work-related changes.
  • Transported Adobe Creative Suite to 18 months customer locations.
  • Contributed to the continuous improvement of customer service processes.
  • Coordinated with housekeeping, room service, and maintenance teams to ensure timely resolution of guest request logs.
  • Inspected equipment to ensure proper operation during peak activity.

Summaries

  • Excellent ability to work collaboratively with coworkers to develop event and activity schedules.
  • Consistently achieved variance reductions of $17 per shift.
  • Achieved a 26% increase in positive feedback.
  • Conducted detailed process audits.
  • Adept at developing and managing workforce schedules, ensuring optimal coverage and balanced workloads while improving departmental efficiency.
  • For optimal performance, 15 years of training workers in proper operational procedures and function, as well as explaining company policies.
  • Able to mentor and guide front desk teams to exceed performance goals and consistently deliver seamless guest services, improving team performance by 62%.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Collaborated with sales teams to implement service upgrades, directly contributing to an upsell revenue increase of $14 in 18 months and enhanced guest satisfaction.
  • Hotel Front Desk Supervisor is a multi-talented Hotel Front Desk Supervisor who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Partnered with regional vendors to enhance guest amenities, increasing overall guest satisfaction by 67%.
  • Optimized the front desk check-in workflow, reducing guest wait times by 16% and improving first impressions.
  • Achieved significant improvement in online reviews, with a 20% increase in 5-star ratings over several months.
  • Supervised a team of 2 front desk agents, increasing team productivity by 30% through training and performance management.
  • Reduced financial discrepancies and eliminated cash variances by 40% through enhanced cashier training and monitoring.
  • Mentored new hires, leading to a 18% reduction in turnover and improvement in employee retention.
  • Implemented a biennial customer service training program, reducing guest complaints by 31% while enhancing staff problem-solving skills.
  • Maintained an average guest satisfaction rating of 67% or higher by ensuring prompt and courteous service to each inquiry.
  • Spearheaded cross-functional communication between housekeeping, maintenance, and front office teams to reduce service delays by 25%.
  • Conducted daily shift meetings that resulted in improved communication, team morale, and service consistency.

Affiliations

  • Certified Guest Service Professional (CGSP) – Harbor & Co.
  • Resorts & Lodging Institutes Network
  • World Travel & Tourism Council (WTTC)
  • Association of Information Technology Professionals
  • Jaycees
  • Certified Hospitality Technology Professional (CHTP) – process
  • Council of Hotel and Restaurant Trainers (CHART)
  • Toastmasters
  • Rotary International
  • Society of Human Resource Management

Certifications

  • Certified Public Accountant (CPA)
  • Certified Rooms Division Executive (CRDE) – American Hotel & Lodging Educational Institute (AHLEI)
  • SHRM Certified Professional (SHRM-CP)
  • Basic First Aid/CPR Certification
  • Certified Hotel Administrator (CHA) - American Hotel & Lodging Educational Institute (AHLEI)
  • Cisco Certified Network Associate (CCNA)
  • Workplace Health and Safety Certification - procedure
  • Customer Relationship Management (CRM) Software Certification - HubSpot
  • Salesforce
  • Basic Hotel Finance Training - Vantage

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