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Skills

  • Interdepartmental coordination
  • Conflict Mediation Between Staff
  • Task prioritization
  • Budgets
  • Customer retention strategies
  • Business operations
  • Guest experiences
  • Emergency response protocols
  • Event coordination
  • Supervision

Work Experiences

  • Collaborated with the housekeeping team to ensure guest rooms were prepared according to specific requests, leading to a 39% reduction in complaints.
  • Actively developed custom itineraries.
  • Worked closely with guests, some of whom were VIPs or celebrities, while maintaining a high level of privacy.
  • Achieved results by 2015.
  • Achieved a 50% rise in scores.
  • Boosted guest satisfaction.
  • Collaborated with the housekeeping team.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved results within 18 months.
  • Based itineraries on guest preferences.

Summaries

  • Clear understanding of strategic planning and client relations as well as workflow optimization training.
  • Collaborated with IT to implement new booking software.
  • Conducted diligent review and rectification.
  • Lead Guest Service Agent is a multi-talented Lead Guest Service Agent who is consistently rewarded for planning and operational improvements.
  • Achieved results at Phoenix.
  • Professional in the hospitality industry with in-depth knowledge of venues, tourist attractions, dining, and entertainment options.
  • Achieved exceptional guest feedback.
  • Costs were consistently reduced while profits were increased.
  • Award-winning professional specializing in driving improvements in guest services, which led to President's Club in 2018 for best service at Austin.
  • Analyzed competitor pricing strategies to recommend effective adjustments that resulted in a 54% increase in bookings and revenue.

Accomplishments

  • Facilitated quick resolution of guest issues by initiating a first-response system that reduced resolution time by program.
  • Developed a comprehensive check-in/check-out protocol that improved operational efficiency, reducing check-out wait times by method.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a rewards initiative for exceptional service, increasing team engagement and achieving a 50% improvement in workplace morale.
  • Enhanced staff operational knowledge by conducting monthly training sessions on customer relationship management (CRM) systems.
  • Documented and resolved system which led to process.
  • Collaborated with the housekeeping department to establish priority cleaning schedules, resulting in timely availability of rooms and a 38% increase in guest satisfaction.
  • Played a pivotal role in creating a customized loyalty program that drove a 30% increase in bookings for repeat clients.
  • Partnered with the management team to develop service optimization plans that improved daily operations and increased guest retention by 52%.
  • Successfully organized cross-functional weekly hotel management meetings to align service strategies, increasing service consistency across departments.

Affiliations

  • International Congress and Convention Association (ICCA) – Group Bookings Best Practices Contributor 2024
  • Guest Relations Association – Received Conflict Resolution award 2022
  • American Hotel & Lodging Association (AHLA) Member since 2016
  • Lions Club
  • Jaycees
  • National Association of Social Workers
  • The Booking Engine Society – Co-facilitator for forums on Asana integration in 2017
  • Society for Human Resource Management (SHRM) – Conducted guest service workplace training sessions, 2015
  • Association for Talent Development (ATD) – Completed team leadership and training program in 2021
  • Institute of Certified Professional Managers – Professional certification in Team Leadership obtained in 2024

Certifications

  • Advanced Hospitality and Guest Services Certification - Brightline
  • Certified Hotel Administrator (CHA) - American Hotel & Lodging Educational Institute (AHLEI)
  • Guest Experience Design Certification - system
  • Customer Relationship Management (CRM) Systems Certification - Asana
  • CompTIA A+ Technician
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • Revenue Management Certification - program
  • Hotel Booking Software Certification - Tableau
  • ServSafe

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