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Skills

  • Supervision
  • Advanced hospitality technology proficiency (e.g., SAP, process)
  • Customer feedback analysis using Adobe Creative Suite
  • Team management
  • Project organization
  • Administrative skills
  • Customer service
  • Invoice generation
  • Relationship development
  • Microsoft Office

Work Experiences

  • Kept track of incoming parties and special events by monitoring reservations.
  • Boosted team morale with monthly incentive programs.
  • Assisted 17 coworkers with administrative tasks such as strategic planning and process improvement during peak times.
  • In charge of all front desk operations for a busy high-volume hotel.
  • Collected and addressed reviews in real-time.
  • Achieved results within 2020.
  • Consistently ranked as a top performer in guest satisfaction surveys.
  • Boosted team morale by creating monthly incentive programs, resulting in a 31% improvement in team productivity.
  • Collaborated with the hotel’s event planning team to deliver seamless experiences for business retreats and conventions, enhancing the property’s reputation as a preferred corporate destination.
  • Conducted interactive coaching sessions.

Summaries

  • Proven track record of motivating spearheaded to achieve team, individual, and management goals.
  • Communicative and team-oriented, with ServiceNow expertise.
  • Looking forward to taking on a new challenge with a successful team.
  • Pleasant personality combined with workflow optimization and vendor management abilities.
  • Technically adept, friendly, punctual, and always up for a challenge.
  • Proven ability to run a process front desk, keep customers happy, and resolve conflicts.
  • Exceptional Lead Guest Service Representative providing exceptional customer service to both current and prospective guests.
  • In tumultuous situations, he is known for remaining poised and calm.
  • Ability to recognize procedure issues and integrate metric solutions to achieve category.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.

Accomplishments

  • Collaborated with hotel management to prepare for 13 seasonal guests during peak periods, successfully increasing revenue by $9,000.
  • Developed relationship-building strategies for VIP guests that improved the guest loyalty program’s participation by 67%.
  • Created guest feedback loop initiatives that led to a 49% reduction in recurring service issues over several months.
  • Trained a team of 15 junior employees on guest service best practices, resulting in 84% improvement in first-time issue resolution.
  • Handled an average of 10 escalated issues per shift with a 60% satisfaction resolution, contributing to a rise in overall guest experience.
  • Awarded President's Club for highest customer service excellence in 2018, achieving 55% higher guest satisfaction ratings than team average.
  • Resolved escalated customer complaints, leading to a 55% decrease in overall guest satisfaction issues over several months.
  • Designed an upsell strategy for additional guest services, increasing total guest purchases by $245,000 per month.
  • Reduced guest check-in times by 26% by streamlining front desk processes and introducing new technology solutions.
  • Managed multi-property guest service operations, improving inter-departmental coordination and reducing employee turnover by 56%.

Affiliations

  • Affiliate, National Restaurant Association for Hospitality Services
  • Participant, Hospitality Operations Training Program provided by procedure
  • Facilitator, Customer Service Workshop at process
  • Affiliation with Hospitality Financial and Technology Professionals (HFTP)
  • Volunteer, Hospitality Community Outreach Program (2022)
  • Affiliation with Meeting Professionals International (MPI) for Event Coordination Expertise
  • Certified Hospitality Supervisor (CHS) by the American Hotel & Lodging Educational Institute
  • Member, Hotel Sales and Marketing Association International (HSMAI)
  • Certified Hotel Administrator (CHA) by the Educational Institute of AHLA
  • Participant, Guest Experience Leadership Program 2022

Certifications

  • Conflict Resolution and De-escalation Techniques Certification
  • IATA Customer Service Certification
  • First Aid/CPR
  • Certified Hospitality Department Trainer (CHDT) - AHLEI
  • SAP Certified Application Associate
  • CompTIA Security+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Manager of Hotel Maintenance (CMHM) - AHLEI
  • Certified Guest Service Professional (CGSP)
  • SHRM Certified Professional (SHRM-CP)

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