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Skills

  • Database administration
  • Interpersonal communication
  • Security management
  • Front desk operations
  • Budgets
  • Time management
  • Strategic planning
  • Staff scheduling
  • Project organization
  • Bookkeeping

Work Experiences

  • Coached and mentored junior staff.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Was in charge of system files and records for 7 clients, as well as following security procedures to prevent data breaches and misuse.
  • Was in charge of billing, collection, and reporting for an office that generated over $6 per year.
  • Achieved a 79% reduction in unauthorized entries.
  • Achieved an average monthly occupancy of 42%.
  • Was in charge of client and personnel appointment scheduling and itinerary coordination.
  • Achieved a 58% improvement in customer response times.
  • Achieved a 42% increase in repeat bookings from VIPs.

Summaries

  • Achieved 6 internal promotions.
  • In fast-paced environments, this tireless team player is known for remaining poised and calm.
  • Meticulous Front Office Duty Manager capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using QuickBooks.
  • With 17 years of Food and Beverage experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Team player who is methodical and detail-oriented and has expertise in client relations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Front Office Duty Manager with 12 years of successful quality assurance and budget management experience.
  • Accommodated over 16 attendees seamlessly.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.

Accomplishments

  • Successfully implemented a guest loyalty program that boosted repeat bookings by 25% and increased overall customer retention.
  • Collaborated with team of 11 in the development of system.
  • Developed training programs that enhanced phone and email etiquette, leading to a 45% decrease in customer complaints related to front desk communication.
  • Directed new initiatives like express checkout options, which resulted in 29% reduction in guest wait time during peak departure hours.
  • Successfully coordinated with the sales & event teams to handle special guest requests during conferences, leading to a 36% increase in corporate client satisfaction.
  • Independently restructured the scheduling system for front desk staff, improving team coverage and reducing overtime costs by 38%.
  • Negotiated with third-party vendors to secure better rates, ultimately reducing front office operational costs by 25% per year.
  • Created a more guest-focused reservation system that integrated faster data entry, replacing outdated systems and increasing staff efficiency by 20%.
  • Resolved product issue through consumer testing.
  • Successfully handled emergency situations, ensuring guest safety and minimizing disruptions to hotel services.

Affiliations

  • Women in Hospitality Leadership Network
  • American Hotel & Lodging Association (AHLA)
  • American Marketing Association
  • International Association of Administrative Professionals
  • Jaycees
  • Society for Hospitality and Foodservice Management (SHFM)
  • American Society of Safety Professionals
  • Association for Supply Chain Management (APICS)
  • International Luxury Hotel Association (ILHA)
  • Freemason

Certifications

  • Certified Public Accountant
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Rooms Division Executive (CRDE) - 2021
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Hospitality Management Certificate - Brightline 2019
  • Certificate in Hotel Operations - Harbor & Co.
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • ServSafe

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