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Skills

  • MS Office
  • Check-In/Check-Out Process Management
  • Higher Guest Engagement Techniques
  • Regulatory compliance
  • Metric equipment
  • Word processing
  • Inventory management
  • Health & Safety Compliance in Guest Services
  • Time management
  • Housekeeping coordination

Work Experiences

  • Advertised local entertainment and sporting events and provided information to patrons.
  • Added $7 in monthly revenue.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Contributed to a 30% increase in web traffic.
  • Created a dynamic shift scheduling system.
  • Collaborated with local businesses.
  • Was in charge of a fast-paced front desk operation at a busy initiative facility with up to 6 nightly visitors.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Analyzed feedback collected through guest satisfaction surveys, implementing solutions to issues resulting in a 23% increase in Net Promoter Score.
  • Coordinated luxury amenities.

Summaries

  • Achieved higher-than-average satisfaction rates.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Lead Guest Service Associate who has spent more than 6 years assisting guests with stakeholder engagement and quality assurance.
  • Customer engagement, vendor management and project management skills are well-known.
  • Achieved a 26% improvement in billing accuracy.
  • Customer-focused multitasker looking for a program position with an exciting company.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Achieved a 69% reduction in security incidents.
  • Adaptable and energetic, with data analysis and strategic planning abilities.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.

Accomplishments

  • Directed the adjustment of our guestroom cleanliness standards, ensuring consistency in a multi-location hotel chain and improving cleanliness scores by 53%. Outcomes led to Employee of the Year recognition.
  • Established a complaint-tracking system that reduced recurring guest issues by 30%, while decreasing escalation cases by 40%. Improved staff response times accordingly.
  • Led the integration of new guest check-in software, reducing check-in wait times by 45% and raising guest satisfaction scores on procedure.
  • Documented and resolved system which led to metric.
  • Led briefing sessions to communicate potential guest issues and special requests, resulting in a 40% improvement in issue resolution speed.
  • Mentored a team of 14 Guest Service Associates, leading to a 36% improvement in service response times and successful conflict resolution.
  • Developed tailored service strategies for corporate clients, strengthening partnerships and boosting corporate booking rates by 44%.
  • Utilized market analysis to adjust pricing strategies, generating a 28% revenue increase from room upgrades and premium services.
  • Leveraged local partnerships to offer exclusive guest experiences, driving a 61% increase in bookings within the initiative period.
  • Developed an online portal for guest feedback, increasing the amount of actionable data for improvements by 44% and streamlining follow-up procedures.

Affiliations

  • American Hotel & Lodging Association (AHLA)
  • International Council of Nurses
  • The Guest Service Institute (TGSI)
  • Association for Supply Chain Management (APICS)
  • International Association of Amusement Parks and Attractions (IAAPA)
  • American Customer Service Association
  • Contactless Payment Compliance Network
  • Rotary International
  • International Association of Administrative Professionals
  • Hospitality Financial and Technology Professionals (HFTP)

Certifications

  • Apple Certified Associate (ACA)
  • ServSafe
  • Crisis Management and Guest Conflict Resolution from category
  • Data-Driven Customer Service Analysis Certification from Salesforce
  • Advanced Leadership Development in Hospitality Operations from system
  • SHRM Certified Professional (SHRM-CP)
  • Luxury Hospitality Service Certificate from the International School of Hospitality
  • Service Leadership and Delivery Certification from Brightline
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant (CPA)

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