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Skills

  • Net Promoter Score (NPS) Improvement
  • Hospitality industry trends analysis
  • Customer wait time reduction initiatives
  • Customer relationship management (CRM) tools
  • Reservations management
  • Cash Handling
  • Staff supervision
  • Word processing
  • File management
  • Guest experiences

Work Experiences

  • Created weekly employee work schedules for 17 team members, making sure that all shifts were covered.
  • Collaborated with the food and beverage department.
  • Hired and trained new employees, demonstrating the most effective ways to serve clients and visitors.
  • Oversaw 6 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Achieved zero incidents throughout 2022.
  • Was able to provide services quickly and with a high level of accuracy.
  • Prepared customer bills and delivered them to their rooms on check-out day.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Promoted the hotel brand by implementing the category program, which resulted in an increase of 5% in new business.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during category absence.

Summaries

  • Within Food and Beverage, senior Hotel Duty Manager and outstanding performer in workflow optimization and performance reporting.
  • Clear understanding of workflow optimization and data analysis as well as project management training.
  • Successful experience as a high-end hotel manager.
  • Dedicated to learning, growing, and succeeding in Food and Beverage.
  • Hotel Duty Manager is a friendly and polished Hotel Duty Manager with demonstrated experience in framework environments.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Customer engagement, stakeholder engagement and project management skills are well-known.
  • Hotel Duty Manager with 8 years of experience working in a guest service environment.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Multitasking, communication, and interpersonal skills are all excellent.

Accomplishments

  • Negotiated contracts with suppliers, achieving a 85% reduction in operational expenses, allowing for reallocation of budget toward guest experience initiatives.
  • Organized staff training workshops focused on enhancing service standards, resulting in increased employee engagement and reducing errors by 49%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Directed staff scheduling to maintain appropriate staffing levels during peak and off-peak periods, resulting in optimized labor costs and improved service delivery.
  • Collaborated with team of 5 in the development of initiative.
  • Led a team of 18 staff to improve the entire guest check-in process, reducing wait times by 24%, resulting in higher NPS scores.
  • Resolved 2 guest complaints via face-to-face interactions, which led to a significant improvement in post-stay satisfaction scores.
  • Implemented upselling strategies resulting in 66% revenue growth in ancillary services such as dining and spa treatments.
  • Mentored and trained junior team members, resulting in a 26% reduction in turnover and improved overall guest service ratings.
  • Collaborated with the sales team to capitalize on local events, increasing room bookings by 81% and boosting food & beverage revenue.

Affiliations

  • International Facility Management Association (IFMA)
  • Hospitality Sales and Marketing Association International (HSMAI)
  • International Luxury Hotel Association (ILHA)
  • International Society of Hotel Associations (ISHA)
  • Hotel Executive Advisory Board
  • The International Conference & Event Society (ICES)
  • International Council of Nurses
  • American Hotel & Lodging Association (AHLA)
  • Lions Club
  • Project Management Institute

Certifications

  • Certified Maintenance and Facility Management Professional - standard
  • Certified Front Desk Manager (CFDM) - method
  • Certified Emergency Management (CEM) - IAEM
  • Project Management Professional (PMP)
  • Google Certified Professional Cloud Architect
  • Health and Safety in Hospitality Management Certification - NEBOSH
  • Hotel & Hospitality Management Certification - process
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP) - PMI

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