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Skills

  • Time management
  • Operational improvement
  • Problem-solving skills
  • Communications
  • First Aid/CPR
  • Hospitality software proficiency SAP
  • Process improvement
  • Check-In/Check-Out Process Streamlining
  • Appointment scheduling optimization
  • Problem resolution

Work Experiences

  • Cut ordering costs by $14.
  • Achieved smoother transitions between shifts.
  • Achieved a 34% reduction in discrepancies.
  • Acted as the main point of contact for VIP and high-value clients, ensuring personalized service and successful issue resolution which led to an increase in repeat clientele by 81%.
  • Achieved consistently high guest satisfaction ratings.
  • Achieved amicable solutions.
  • Created weekly employee work schedules for 10 team members, making sure that all shifts were covered.
  • Collaborated with the reservations team.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Cut response times by 6 minutes.

Summaries

  • Achieved a 74% increase in successful issue resolutions.
  • Lead Front Desk Coordinator is a polite and upbeat person with excellent telephone etiquette.
  • Achieved a 68% issue resolution rate.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Achieved a 48% reduction in discrepancies.
  • Within Customer Service, senior Lead Front Desk Coordinator and outstanding performer in process improvement and risk assessment.
  • Achieved consistent guest service standards.
  • Achieved a 77% satisfaction rate in query resolution.
  • Achieved high customer retention rates of 67%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Facilitated staff leadership development through formal training programs, resulting in 20% improvement in management capabilities.
  • Negotiated vendor contracts for maintenance services, cutting costs by 18% while improving service quality.
  • Monitored staff performance through periodic assessments, leading to a 57% increase in productivity.
  • Worked with marketing teams to increase guest participation in hotel events, achieving 45% occupancy rate during special events.
  • Increased guest satisfaction by 19% through direct oversight of personalized guest services for initiative clients.
  • Developed a quick-turnaround protocol for unexpected guest issues, reducing resolution times by 32% and boosting overall satisfaction.
  • Trained and mentored new hires, improving onboarding efficiency and reducing training duration by 2 days.
  • Worked closely with the IT department to integrate a new CRM system, contributing to a 15% increase in lead tracking efficiency.
  • Ensured compliance with safety and emergency procedures through team educational sessions, leading to a 76% decrease in incidents.
  • Optimized team scheduling to match predicted guest traffic, reducing overtime costs by 26%.

Affiliations

  • Global Business Travel Association (GBTA)
  • International Association of Hospitality Supervisors
  • Communications Lead, Service Continuity Taskforce
  • Association of Professional Virtual Assistants (APVA)
  • American Society of Travel Advisors (ASTA)
  • Society of Human Resource Management
  • Society for Human Resource Management (SHRM)
  • Association for Supply Chain Management (APICS)
  • Rotary International
  • International Association of Administrative Professionals (IAAP)

Certifications

  • Certified Service Level Agreement Professional - Meridian
  • CompTIA Network+
  • Certified Professional in Management (CPM) - Institute of Certified Professional Managers
  • Certificate in Multilingual Business Communication - procedure, process
  • Certified Sales Leadership Professional (CSLP) - category
  • Certified Office Manager (COM) - method
  • Certified Customer Service Professional (CCSP) – program
  • Salesforce
  • ServSafe
  • Microsoft Office Specialist (MOS) Certification method

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