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Skills

  • Cash Reconciliation and Balance Control
  • Crisis management
  • Event logistics coordination
  • Conflict resolution and mediation
  • Business operations
  • Budgets
  • Customer service
  • Client Retention Strategies
  • File management
  • Relationship development

Work Experiences

  • Conceptualized a queue management system.
  • Contributed to a 64% growth in program sign-ups.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Contributed to a 37% improvement in service delivery.
  • Achieved smoother transitions between shifts.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Conceptualized and launched a queue management system, reducing lobby wait time by 7 minutes on average during peak hours.
  • Created detailed daily, weekly, and monthly reporting systems, ensuring transparency in front desk operations and improving decision-making processes.
  • Cut response times by 6 minutes.
  • Coordinated with back office departments.

Summaries

  • Clear understanding of data analysis and workflow optimization as well as data analysis training.
  • Costs were consistently reduced while profits were increased.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Individual with a charming and poised demeanor who performs various tasks, including performance reporting and team leadership.
  • Within Customer Service, senior Lead Front Desk Coordinator and outstanding performer in process improvement and risk assessment.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Strengths in strategic planning and process improvement backed up by Customer Service training.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Customer-focused multitasker looking for a framework position with an exciting company.

Accomplishments

  • Implemented streamlined check-in/check-out process, reducing guest wait times by an average of 9 minutes during peak hours.
  • Improved check-in time for VIP guests by 46% through personalized concierge services and better coordination.
  • Worked closely with the IT department to integrate a new CRM system, contributing to a 15% increase in lead tracking efficiency.
  • Conducted daily, weekly, and monthly performance reviews of front desk staff, achieving a 60% reduction in errors over the past year.
  • Redesigned front office workflows, resulting in a 69% boost in front desk operational efficiency.
  • Led team through the implementation of new hospitality software, resulting in 42% faster check-in/out times.
  • Standardized guest check-in processes using HubSpot, resulting in a 76% reduction in errors and guest complaints.
  • Negotiated vendor contracts for maintenance services, cutting costs by 18% while improving service quality.
  • Coordinated front desk staff of 9 to improve guest handling procedures, increasing overall guest satisfaction by 61%
  • Created a robust guest feedback process, capturing insights that contributed to a 57% improvement in guest relations.

Affiliations

  • Jaycees
  • National Concierge Association (NCA)
  • Board of Certified Customer Service Professionals (BCCSP)
  • Certified Meeting Professional (CMP) Program
  • Society of Women Engineers
  • American Medical Informatics Association
  • International Council of Nurses
  • International Association of Hospitality Supervisors
  • Worldwide Hospitality Awards Ambassador Program
  • Project Management Institute

Certifications

  • Certified Guest Relations Expert (CGRE) - category
  • Certified Hospitality Technology Professional (CHTP), Hospitality Financial and Technology Professionals (HFTP)
  • Certified Event Professional (CEP) - Meridian
  • Conflict Resolution Certification – Lakeside Partners
  • CompTIA A+ Technician
  • Certificate in Supply Chain and Vendor Management - Meridian
  • Advanced CRM & Guest Services Certification - framework
  • Certified Office Manager (COM) - method
  • Microsoft Office Specialist (MOS) Certification method
  • Certified Professional in Management (CPM) - Institute of Certified Professional Managers

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