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Skills

  • Staff development
  • Conflict resolution
  • Guest experiences
  • Relationship development
  • Data analysis
  • Hardware evaluation
  • Process implementation
  • Accounts payable / accounts receivable
  • Project management
  • Data entry

Work Experiences

  • Was in charge of troubleshooting, maintenance, updates, and report generation for the CRM and company database.
  • Used regular correspondence and scheduled follow-up to communicate corporate objectives to all divisions.
  • Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.
  • Transported ServiceNow to several months customer locations.
  • Intervened between Guest Experience Specialists during arguments and diffused tense situations using budget management and workflow optimization.
  • Achieved consistently high guest satisfaction scores.
  • Achieved a 52% correlation between personalized services and repeat bookings.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved a 66% improvement in overall guest satisfaction.
  • Achieved a 15% increase in positive social media reviews.

Summaries

  • Achieved a 34% improvement in satisfaction levels.
  • Team player with the ability to provide outstanding customer service.
  • Knowledgable in a variety of design and testing methodologies.
  • Hotel Concierge with exceptional hospitality management qualifications.
  • Top-producing salesperson and industry expert in Food and Beverage.
  • Accomplished Guest Experience Specialist with 2 years of delivering seamless customer journeys, maintaining excellence in CRM and support systems.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Guest Experience Specialist with 3 years of successful stakeholder engagement and team leadership experience.
  • Achieved a 47% increase in satisfaction.
  • Strengths in strategic planning and data analysis backed up by Food and Beverage training.

Accomplishments

  • Ensured
  • Collaborated with team of 13 in the development of method.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Managed
  • Consulted
  • Developed conflict resolution protocols that reduced guest disputes, achieving a 19% decline in complaint escalation to senior management.
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Collaborated with IT to tailor a chatbot service for 24/7 guest inquiries, achieving a 56% reduction in after-hours guest issues.
  • Guided
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.

Affiliations

  • Member, National Society of Minorities in Hospitality (NSMH)
  • Society of Human Resource Management
  • National Association of Social Workers
  • Member, International Association of Hospitality Professionals (IAHP)
  • Affiliate, Association of Customer Experience Professionals (ACXP)
  • Member, Travel and Tourism Research Association (TTRA)
  • American Society of Safety Professionals
  • Lions Club
  • Association for Supply Chain Management (APICS)
  • Toastmasters

Certifications

  • Project Management Professional (PMP)
  • Certified Hotel Administrator (CHA) by AHLEI
  • Certified Protection Officer (CPO)
  • Professional Certificate in Hospitality Management by metric
  • Email Marketing Certification by HubSpot Academy
  • Event Management Certificate Program by method
  • Salesforce
  • Microsoft Office Specialist (MOS) Certification in Excel for Hospitality Professionals
  • CompTIA A+ Technician
  • Customer Success Manager (CSM) Certification by system

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