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Skills

  • Relationship development
  • Communications
  • Budgets
  • Customer service excellence
  • Front Desk Operations Management
  • Effective Time-Sensitive Decision Making
  • Effective written communication
  • Collaboration with accounting departments
  • Project organization
  • Handling emergency situations

Work Experiences

  • Awarded in 2024.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Coordinated room service for late-night guests.
  • Collaborated with the engineering team during night maintenance.
  • Achieved a near-perfect accuracy rate of reservations.
  • Used standard software to enter customer information and updated it whenever patrons changed rooms.
  • Contributed to a 84% boost in positive reviews.
  • Achieved consecutive Outstanding Service Award recognition.
  • Collaborated with the accounting department.
  • Oversaw 3 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.

Summaries

  • Adept at addressing overnight guest concerns.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at managing guest accounts.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Achieved a 67% reduction in billing errors.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Clear understanding of cross-functional collaboration and process improvement as well as team leadership training.
  • Achieved zero incidents.

Accomplishments

  • Resolved product issue through consumer testing.
  • Assisted in setting up wake-up call automation, reducing employee error and increasing guest satisfaction in morning services by 58%.
  • Managed VIP guest accommodations during overnight shifts, ensuring personalized service to maintain initiative's exclusive reputation.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led nightly communication between departments, ensuring smooth handover between evening, night, and morning shifts.
  • Balanced financial reports and reconciled discrepancies, reducing audit errors by 70% across all night shifts.
  • Initiated courtesy calls to 18 newly arrived guests each night, boosting survey satisfaction scores by 53%.
  • Mediated and successfully resolved 13+ guest disputes nightly, reducing negative feedback by 79% over standard.
  • Reduced check-in time by 71% by streamlining guest database management.
  • Coordinated transportation services for guests upon request, optimizing seamless transfers for 5+ travelers during overnight hours.

Affiliations

  • Traveler Safety & Security Association
  • Society of Hotel Front Office Management
  • Certified Rooms Division Executive (CRDE)
  • International Association of Hotel Executives
  • American Society of Travel Advisors (ASTA) Membership
  • Hospitality Asset Managers Association (HAMA)
  • Society of Human Resource Management
  • National Association of Social Workers
  • American Society of Safety Professionals
  • World Federation of Tourist Guide Associations (WFTGA)

Certifications

  • Salesforce
  • CompTIA Network+
  • Certified Key System Operator (CKSO)
  • Certified Hospitality Supervisor (CHS)
  • Business Etiquette and Professionalism Certification for Hotel Staff from framework
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Hospitality Revenue Manager (CHRM) from AHLEI
  • ServSafe
  • Google Certified Professional Cloud Architect

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