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Skills

  • Event planning and execution
  • Problem resolution
  • Operational improvement
  • Problem-solving skills
  • Customer satisfaction improvement
  • Loyalty program development
  • Guest Relationship Management
  • Cash Handling
  • Guest Needs Anticipation
  • Relationship development

Work Experiences

  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Collaborated with the marketing team to design guest promotional materials, contributing to 82% higher engagement in loyalty programs.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Created weekly employee work schedules for 5 team members, making sure that all shifts were covered.
  • Awarded Top Performer.
  • Collected real-time data and actions.
  • Achieved this across all regional properties in Chicago.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Collaborated with the marketing team.
  • Achieved Employee of the Year for resolving guest issues.

Summaries

  • Achieved a 58% increase in favorable guest ratings.
  • Accomplished professional with a deep understanding of both hospitality standards and operation efficiency. Increased guest retention by 51% through consistent, high-level service and personalized guest experiences.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Achieved 17% improvement in service delivery.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Achieved a 15% improvement in revenue per guest.
  • Senior Guest Service Agent with 14 years of experience working in a guest service environment.
  • Mathematical prowess and the ability to manage all front-office operations.

Accomplishments

  • Surpassed monthly revenue targets by 72% through effective upselling of process, resulting in $4 increase in profits.
  • Streamlined check-in/check-out processes by implementing new software tools, reducing wait times by 38% % on average.
  • Consistently achieved 65% monthly occupancy rate goals and exceeded company targets through strong client relationship management.
  • Played a key role in achieving hotel award recognition for service excellence, contributing to an overall 49% increase in guest satisfaction scores.
  • Enhanced the guest experience by anticipating needs and proactively offering personalized service, contributing to a 85% increase in guest satisfaction scores.
  • Improved team efficiency by reorganizing workflow, which resulted in a 53% reduction in service times during peak hours.
  • Handled guest complaints with a 33% success resolution rate within three years, improving overall guest ratings on category.
  • Reduced guest wait times by 56% through process optimization and staff training on service efficiency.
  • Collaborated with team of 3 in the development of standard.
  • Led a project to introduce new guest amenities, resulting in a 71% increase in ancillary revenue over three years.

Affiliations

  • Luxury Hospitality Management Association (LHMA)
  • American Marketing Association
  • International Association of Administrative Professionals
  • International Institute of Modern Butlers (IIMB)
  • Customer Service Professionals Network (CSPN)
  • Leading Hotels of the World Loyalty Academy
  • Certified Hospitality Supervisor (CHS) - AHLEI
  • Society of Women Engineers
  • Certified Hotel Concierge (CHC)
  • Customer Service Leadership Institute (CSLI)

Certifications

  • Leadership for Hospitality Excellence Program - Cedar Works
  • First Aid and CPR Certification Summit Group
  • Hotel Analytics and Strategic Leadership Certificate - Cornell University
  • Google Certified Professional Cloud Architect
  • Hotel Revenue Management Certification - Cornell University
  • Event Planning and Hospitality Operations Certificate - Harbor & Co.
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Service and Reception Management Course - Vantage
  • Advanced Upselling Strategies - Ironclad Systems
  • Certified in Hotel Industry Analytics (CHIA) - American Hotel & Lodging Educational Institute (AHLEI)

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