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Skills

  • Vendor interaction
  • Method equipment
  • Guest communication
  • Group booking management
  • Operational improvement
  • First Aid/CPR
  • Business operations
  • Budgets
  • Relationship development
  • Time management

Work Experiences

  • Established internal databases and record management systems to improve the accuracy and integrity of all documentation and data.
  • Contributed an additional framework7 in monthly revenue.
  • Was in charge of the day-to-day operations of a brand new 6-room hotel with a staff of 8.
  • Answered 15 calls per the past year to help customers with their questions and concerns.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with local businesses to offer exclusive guest discounts, improving referral business and guest engagement by 65%.
  • Boosted direct bookings by metric16 per year.
  • Achieved a 64% increase in referrals.
  • Booked large groups for weddings, seminars, conferences, and other events at the best rates available.
  • Saved $12 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Achieved certification in 2021.
  • Collaborated with local vendors to cross-promote services, resulting in a 24% increase in new guest referrals and boosted community partnerships.
  • Successful in cutting costs without sacrificing service quality or guest satisfaction.
  • Accomplished Guest House Manager with expertise in onboarding and training teams of 9 staff members, reducing labor turnover by 34% through effective leadership and development programs.
  • Experience in hotel management positions at high-end resorts with a strong focus on customer service.
  • Boosted off-season bookings by 84%.
  • Collaborated with local businesses.
  • Confident leader in guest services management, delivering consistent year-over-year growth in client reviews on online platforms by more than 48%, while maintaining exceptional service standards.
  • Built long-term loyalty among key demographics.
  • Boosted team collaboration.

Accomplishments

  • Documented and resolved procedure which led to method.
  • Decreased team overtime by 52% through proactive roster management and real-time adjustment to guest demand.
  • Drove a 35% increase in guest engagement through the use of personalized welcome materials and loyalty incentives.
  • Achieved an Employee of the Year for innovation by rolling out new communication protocols for guest concerns, reducing response time by 65%.
  • Decreased costs associated with cancellations by 15 through the introduction of early check-in programs and modified booking policies.
  • Successfully managed 6 simultaneous group bookings during peak season, raising event profitability by category3.
  • Minimized guest check-in times by 15% through process optimization, which enhanced the overall guest experience and reduced wait times.
  • Collaborated cross-departmentally to ensure open communication between management, front desk, and housekeeping, improving service delivery and overall guest experience.
  • Set up a crisis management strategy for unforeseen disruptions (such as metric) that maintained business continuity with minimal guest complaints.
  • Developed contingency plans that minimized disruptions during high-capacity events, ensuring that guest services remained above a 80% satisfaction rating.

Affiliations

  • Sustainable Hospitality Alliance member
  • Local Chamber of Commerce Hospitality Committee
  • National Bed & Breakfast Association
  • Rotary International
  • Hospitality Security & Safety Association member
  • National Fire Protection Association (NFPA) Membership
  • International Concierge and Lifestyle Management Network (ICLMN)
  • International Facility Management Association (IFMA) Certification
  • Freemason
  • Hotel and Catering International Management Association (HCIMA)

Certifications

  • Certified Meeting Planner (CMP) - Events Industry Council
  • Certified Public Accountant (CPA)
  • Certificate in Fire Safety and Emergency Planning - metric
  • Certified Hotel Administrator (CHA) – framework
  • Cisco Certified Internetwork Expert (CCIE)
  • Environmental Sustainability in Hospitality (Certificate) - procedure
  • Google Certified Professional Cloud Architect
  • Customer Relationship Management (CRM) Systems Certification - method
  • CompTIA Security+
  • CompTIA A+ Technician

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