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Skills

  • Regulatory compliance
  • Health & Safety Compliance in Guest Services
  • Customer Feedback Analysis & Action Plans
  • First Aid/CPR
  • Problem-solving skills
  • Team building
  • Contactless Payment Solutions
  • Time management
  • Process Improvement in Guest Services
  • Daily financial reconciliation

Work Experiences

  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during framework absence.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Achieved a 16% increase in returning customers.
  • Used program software to enter customer information and updated it whenever patrons changed rooms.
  • Achieved a 23% increase in favorable reviews.
  • Analyzed feedback from guest satisfaction surveys.
  • Created a dynamic shift scheduling system.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Achieved higher quality service.
  • Achieved a 76% improvement in guest satisfaction ratings.

Summaries

  • Achieved results through effective team leadership.
  • Lead Guest Service Associate who has spent more than 6 years assisting guests with stakeholder engagement and quality assurance.
  • Achieved higher-than-average satisfaction rates.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Achieved exceptional online reviews at Denver.
  • Achieved cost savings of $9 annually.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Lead Guest Service Associate is a multi-talented Lead Guest Service Associate who is consistently rewarded for planning and operational improvements.
  • Multitasker and planner who is smooth and efficient.

Accomplishments

  • Supervised a customer feedback initiative, increasing the volume of reviews on category by 17% and improving the average rating to framework.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Utilized market analysis to adjust pricing strategies, generating a 28% revenue increase from room upgrades and premium services.
  • Collaborated with marketing teams to create guest-focused digital campaigns, leading to a 38% boost in hotel website traffic and 13% higher conversion rate.
  • Collaborated with team of 6 in the development of procedure.
  • Implemented front desk protocols to improve interactions with guests, leading to a President's Club for Outstanding Service from Vantage.
  • Revamped employee training programs, improving team efficiency and raising service-level adherence to 60% overall.
  • Led briefing sessions to communicate potential guest issues and special requests, resulting in a 40% improvement in issue resolution speed.
  • Developed an online portal for guest feedback, increasing the amount of actionable data for improvements by 44% and streamlining follow-up procedures.
  • 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.

Affiliations

  • International Concierge & Guest Relations Association (ICGRA)
  • American Marketing Association
  • Association for Talent Development (ATD)
  • Society of Women Engineers
  • Toastmasters
  • Society of Hospitality and Foodservice Management (SHFM)
  • Meeting Professionals International (MPI)
  • Hospitality Financial and Technology Professionals (HFTP)
  • Event Leadership Institute (ELI)
  • The Guest Service Institute (TGSI)

Certifications

  • Training in High-Volume Staffing Solutions (Hospitality Focus) from Meridian
  • Team Leadership in Hospitality Operations from metric
  • Front Desk Representative Certification from AHLEI
  • Cisco Certified Internetwork Expert (CCIE)
  • Luxury Hospitality Service Certificate from the International School of Hospitality
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Special Events Professional (CSEP) from ILEA
  • Conflict Resolution in Hospitality Certificate from metric
  • Advanced Leadership Development in Hospitality Operations from system
  • Certified Customer Service Manager (CCSM) from Customer Service Institute

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