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Skills

  • Conflict resolution
  • Data-driven decision making
  • Business Efficiency Improvements
  • Mentoring and coaching junior staff
  • Project organization
  • Revenue generation strategies
  • First Aid/CPR
  • Budgets
  • Guest Needs Anticipation
  • Digital check-in system implementation

Work Experiences

  • Collaborated with housekeeping and catering teams.
  • Consistently exceeded monthly sales targets for in-house dining and guest amenities by 65%, driving a $15 increase in revenues.
  • Achieved a 41% increase in efficiency.
  • 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.
  • Achieved Employee of the Year for successfully resolving guest issues that resulted in repeat business and a 12 increase in revenue over 2024.
  • Assisted in redesigning the front desk space.
  • Assisted in designing a guest feedback system.
  • Oversaw 4 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Contributed to 85% higher engagement in loyalty programs.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Senior Guest Service Agent with 14 years of experience working in a guest service environment.
  • Achieved a 77% improvement in overall ratings.
  • Possessing a complete dedication to guest satisfaction.
  • A strategic leader in VIP guest management.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Clear understanding of client relations and team leadership as well as data analysis training.
  • Customer-focused multitasker looking for a procedure position with an exciting company.
  • Accomplished Senior Guest Service Agent with a strong aptitude for managing effective guest feedback systems, leading to 56% betterment in service delivery. Skilled in both leading and supporting teams in delivering superior service.
  • Accomplished professional with expertise in hospitality standards.

Accomplishments

  • Monitored and adjusted room upgrade procedures, increasing upgrade conversion rates by 26% % and driving additional revenue of $3.
  • Generated $15 in additional revenue through outreach initiatives aimed at increasing last-minute bookings via Microsoft Excel.
  • Successfully managed high-volume guest interactions in fast-paced environments, maintaining guest satisfaction ratings above 19% for two years.
  • Managed cash flow for 3 daily transactions and implemented new reconciliation protocols, reducing discrepancies by 16%.
  • Developed and maintained relationships with 6 corporate clients, achieving over 81% growth in corporate bookings over 2015.
  • Documented and resolved process which led to framework.
  • Collaborated with the marketing team to create promotional materials, boosting loyalty program enrollment by 24% over one year.
  • Trained 2 junior team members on upselling techniques, leading to a 56% increase in sales for in-house services.
  • Assisted with the roll-out of company-wide guest feedback initiatives, resulting in a net increase of 48% in actionable feedback.
  • Formulated effective strategies to increase repeat guest visits by 20% through tailored loyalty programs and personalized follow-ups.

Affiliations

  • Rotary International
  • International Service Excellence Awards (ISEA)
  • Worldwide Hospitality Services Network (WHSN)
  • American Medical Informatics Association
  • Hospitality Financial and Technology Professionals (HFTP)
  • Certified Hospitality Department Trainer (CHDT)
  • Certified Hotel Concierge (CHC)
  • Customer Service Professionals Network (CSPN)
  • National Restaurant Association (NRA) - Lodging Sector
  • Institute of Hospitality (IOH)

Certifications

  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute (AHLEI)
  • Hotel Analytics and Strategic Leadership Certificate - Cornell University
  • Certified Hospitality Trainer (CHT) - American Hotel & Lodging Educational Institute (AHLEI)
  • Cisco Certified Internetwork Expert (CCIE)
  • CompTIA Network+
  • Certified Hospitality Information Technology Professional (CHITP)
  • Hospitality Excellence: Managing Guest Experiences - eCornell
  • Cisco Certified Network Associate (CCNA)
  • Certified Hospitality Sales Professional (CHSP) - framework
  • Hotel Revenue Management Certification - Cornell University

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