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Skills

  • Supervision
  • Problem-solving during highly stressful situations
  • Cash Handling
  • Operational improvement
  • Communications
  • Organization
  • Customer service protocol training for teams
  • Customer relationship management (CRM) systems proficiency
  • Guest Feedback Collection and Analysis
  • Time management

Work Experiences

  • Delivered timely service to VIP clients.
  • Collaborated with cross-functional teams.
  • Developed a customer issue tracking program that reduced the number of repeat calls by 27%.
  • Assisted with up to 12 room change requests per shift.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as program and framework, in order to expedite resolution.
  • Analyzed existing processes.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Collaborated with cross-functional teams to resolve complex guest issues, resulting in guest loyalty growth by 18% across Adobe Creative Suite offerings.
  • Achieved a 73% decrease in negative reviews.
  • Assisted with up to 13 room change requests per shift, ensuring seamless transitions to maintain occupancy rates at 23% and above.

Summaries

  • Achieved Top Performer for customer service excellence.
  • Achieved Employee of the Year for exceeding monthly resolution targets.
  • Guest Assistance Specialist who has spent more than 3 years assisting guests with vendor management and strategic planning.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Achieved 33% uptime.
  • Dedicated to learning, growing, and succeeding in Food and Beverage.
  • Achieved a satisfaction rate of 55% from weekly guest feedback forms.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Planning outings for guests, providing needed resources, and making visits enjoyable are all skills she possesses.

Accomplishments

  • Streamlined room availability tracking and communications, reducing booking conflicts by 49% and improving guest satisfaction.
  • Assisted in optimizing the guest outreach program, increasing repeat business by 60% over the past year.
  • Orchestrated Workday guest service training across the department, resulting in improved service standards and decreased complaint rates by 73%.
  • Developed comprehensive training materials for new customer service representatives, reducing onboarding time by 15%.
  • Created customer journey maps that helped identify guest pain points, reducing operational delays by 47%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Provided concierge-level support to VIP guests for large-scale events, ensuring timely logistics and effective problem resolution.
  • Resolved product issue through consumer testing.
  • Trained and mentored 8 new team members into their roles, lifting overall team productivity by 60% within three years.
  • Implemented a guest issue tracking system, decreasing repeat inquiries by 23% and enhancing operational efficiency.

Affiliations

  • Founding member of Organizational Change Task Force related to Hospitality at Ironclad Systems
  • Core member of Vantage Guest Assistance Innovation Committee
  • Association for Supply Chain Management (APICS)
  • National Association of Social Workers
  • Active member of Service Professionals Network
  • Member of National Association of Catering and Events (NACE)
  • American Medical Informatics Association
  • Lions Club
  • Certified in Complaint Resolution/Conflict Management, 2019
  • American Marketing Association

Certifications

  • Hospitality Crisis Management Certification from Vantage
  • Certified Specialist in Hospitality Sales and Marketing (CSHM) from Meridian
  • Crisis Management for Hospitality Professionals Certificate from Beacon Labs
  • Cisco Certified Network Associate (CCNA)
  • Certified Professional in Customer Experience Management (CPCEM) from Lakeside Partners
  • Certified Hospitality Supervisor (CHS) from the American Hotel and Lodging Educational Institute
  • Lead User Experience (UX) Researcher Certification from Cedar Works
  • Certified Call Center Manager (CCCM) from RCCSP Professional Educational Alliance
  • CompTIA Security+
  • Project Management Professional (PMP) from Project Management Institute (PMI)

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