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Skills

  • Extensive initiative knowledge
  • Service-oriented
  • Organizational skills
  • Memorizing product codes
  • Wine and liquor expertise
  • Wine pairings
  • Fluent in German
  • Excellent customer service
  • Equipment operation and maintenance
  • Budgets

Work Experiences

  • Was in charge of an employee development program.
  • Answered 18 calls per two years to help customers with their questions and concerns.
  • Was in charge of customer service, which included training employees, overseeing operations, and quickly resolving issues.
  • Kept track of UPC codes.
  • Won
  • Completed cash transactions in a timely and accurate manner.
  • Handled payments in a timely and accurate manner.
  • Cleaned, sanitized, and organized food speed racks, bins, and dry storage racks to keep food storage areas neat and prevent food-borne illness.
  • New associates were interviewed, hired, and trained by me.
  • Got better.

Summaries

  • Bringing exceptional problem-solving and customer-communication skills, as well as a meticulous attention to detail and over 2 years of Food and Beverage experience.
  • Guest Specialist with 8 years of successful performance reporting and quality assurance experience.
  • Pursuing a new position that will allow me to grow.
  • Offering exceptional communication and problem-solving skills, as well as a keen eye for detail and more than 16 years of relevant experience.
  • Stakeholder engagement expert
  • Offering superior strategic planning and budget management abilities as well as 15 years of experience.
  • Experience working in industry positions at luxury resorts where client satisfaction is paramount.
  • Planning and developing creative event presentations has proven to be a success.
  • Small tables and large parties are both easily accommodated.
  • Valuable team player who is always willing to pitch in and assist with any task.

Accomplishments

  • Maintained a 18% guest satisfaction rate by solving an average of 17 high-priority guest complaints per shift.
  • Researched and introduced new hospitality software, improving check-in/check-out times by three years and boosting front desk productivity.
  • Sustained a high performing team and minimized employee turnover.
  • Championed collaborative partnerships with local venues, boosting guest experience satisfaction scores by 52%.
  • Introduced digital room key cards, resulting in a 66% improvement in guest satisfaction and reducing replacement costs by $9 annually.
  • Trained 18 new team members in hospitality software systems, boosting overall team productivity by 69%.
  • Created a guest loyalty program that increased return bookings by 50% within 2015 of launch.
  • Won “standard” Award for category.
  • Upsold premium amenities and experiences at a 80% success rate, generating $5 in additional monthly revenue.
  • Revamped the guest complaint escalation process, reducing complaint resolution times by 18 months.

Affiliations

  • Rotary International
  • International Luxury Hotel Association (ILHA)
  • Customer Service Institute of America (CSIA)
  • Association for Computing Machinery
  • International Association of Administrative Professionals
  • Customer Experience Professionals Association (CXPA)
  • Institute of Hospitality (IOH)
  • Young Hoteliers Summit (YHS)
  • Association for Supply Chain Management (APICS)
  • Certified Guest Service Professional (CGSP) through the American Hotel & Lodging Educational Institute (AHLEI).

Certifications

  • Customer Service Excellence Core Competency Certificate from Meridian
  • Certified Hospitality Supervisor (CHS) from American Hotel & Lodging Educational Institute (AHLEI)
  • Salesforce
  • SafeServ certification: Food Handling
  • Food Handling and Safety Certification from Arizona Department of Health or Lakeside Partners
  • Certified Hospitality Department Trainer (CHDT) by American Hotel & Lodging Association (AHLA)
  • Certified Hospitality & Tourism Management Professional (CHTMP) from American Hotel & Lodging Educational Institute (AHLEI)
  • SHRM Certified Professional (SHRM-CP)
  • Improved Customer Care in Hospitality Settings – Professional Certificate from Coursera/LinkedIn Learning
  • Certified Public Accountant (CPA)

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