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Skills

  • Time management
  • Cross-promotional marketing
  • Customer service
  • Relationship development
  • Strategic planning and analysis
  • Problem resolution
  • Reservations management
  • Event coordination and sales
  • First Aid/CPR
  • Housekeeping team leadership

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved a 64% increase in referrals.
  • Achieved a Innovation Award for reduced breakdown incidents.
  • Saved $12 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved a 23% reduction in team overtime hours by implementing more efficient scheduling tools and aligning staff according to guest demand.
  • Conducted regular staff performance reviews, giving feedback that resulted in a 79% improvement in customer service handling and resolution rates.
  • Had an excellent attendance record and was always on time for work.
  • Transported Jira to three years customer locations.
  • Collaborated with local businesses.
  • Solved system issues, improved operations, and provided excellent customer service.

Summaries

  • Achieved certification in 2021.
  • Achieved a 81% improved response time.
  • Recognized on a regular basis for outstanding performance and contributions to the Healthcare industry's success.
  • Achieved 58% or higher guest satisfaction.
  • Guest House Manager with 16 years of successful risk assessment and performance reporting experience.
  • Within Healthcare, senior Guest House Manager and outstanding performer in project management and process improvement.
  • Improved and streamlined have a history of driving company growth.
  • Dedicated to learning, growing, and succeeding in Healthcare.
  • 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.
  • Achieved strong financial performance.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Improved team collaboration with front-desk personnel and housekeeping teams, achieving a 45% improvement in guest satisfaction related to cleanliness.
  • Drove a 35% increase in guest engagement through the use of personalized welcome materials and loyalty incentives.
  • Led initiatives for green hospitality practices, reducing the property’s energy consumption by 80% and earning the OSHA for sustainability.
  • Implemented a structured feedback collection system that increased positive guest review submissions by 48% on platforms like HubSpot.
  • 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.
  • Decreased costs associated with cancellations by 15 through the introduction of early check-in programs and modified booking policies.
  • Documented and resolved procedure which led to method.
  • Trained new hires on property management software and guest services, improving team productivity by 56% within the first 9 months.

Affiliations

  • Green Key Global Certification
  • Freemason
  • Institute of Hospitality (IOH)
  • Revenue Optimization Membership Network (ROMN)
  • Hotel Technology Next Generation (HTNG) membership
  • Association for Supply Chain Management (APICS)
  • International Luxury Hotel Association membership (ILHA)
  • Certified Guest Service Professional (CGSP) holder
  • Association of Information Technology Professionals
  • Event Industry Council (EIC) membership

Certifications

  • Housekeeping Excellence Management Certification - process
  • Event & Hospitality Management Certification - initiative
  • Microsoft Certified Systems Engineer (MCSE)
  • Income Management Mastery Certification - framework
  • Certified Hotel Administrator (CHA) – framework
  • Certified Public Accountant
  • Certified Maintenance Technician (CMT) - program
  • CompTIA Security+
  • Certified Meeting Planner (CMP) - Events Industry Council
  • Food Protection Manager Certification (ServSafe) - metric

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