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Skills

  • Automated process improvement
  • High-volume event management
  • Cross-functional team collaboration
  • Relationship development
  • Hospitality Industry Standards Knowledge
  • Check-In and Check-Out Optimization
  • Celebrity management and special guest needs
  • Business operations
  • Team building
  • Organization

Work Experiences

  • Contributed to a 83% improvement in feedback scores for new employees.
  • Gathered data, evaluated its accuracy and expected value, and communicated effectively with other executives.
  • Boosted add-on sales by $7 per month.
  • Collaborated with Phoenix tourism board to offer exclusive guest experiences, leading to $16 in additional revenue for the resort.
  • Attended to specific guest needs.
  • Contributed to team meetings with actionable insights, directly resulting in the streamlining of check-in processes.
  • Attended over 14 events per week, establishing professional relationships and achieving political objectives in my official capacity.
  • Kept an eye on reviews and social media sites and feeds in order to respond to questions and complaints.
  • Conducted personalized interactions.
  • Represented Boston as a delegate, building relationships and representing the country at meetings and events.

Summaries

  • Taking on a new professional challenge with 4 years of progressive experience in the field.
  • Guest relations, concierge services, and conflict resolution are all skills that this astute hospitality professional possesses.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Ambassador, Guest Services.
  • Guest Services Supervisor with 7 years of experience and client relations training.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.
  • Offering 16+ years of industry experience and a passion for customer service excellence.
  • Known for his friendly demeanor and determined demeanor.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Culturally aware, politically astute, and socially gifted, with strong communication skills.
  • Providing a thorough understanding of modern computer systems, as well as creative, constructive management and exemplary customer service.

Accomplishments

  • Facilitated seamless guest check-ins by streamlining front desk procedures during peak hours, reducing wait times by an average of 16 minutes.
  • Spearheaded service improvements following after-hours feedback from late-arrival guests, resulting in 82% better ratings in convenience and hospitality.
  • Resolved product issue through consumer testing.
  • Partnered with the marketing department to promote holiday or seasonal events, achieving 84% higher attendance year-over-year.
  • Liaised with the marketing team to create custom concierge offers, resulting in an additional $2 in monthly revenue.
  • Devised promotional offers based on key customer demographic insights, increasing brand loyalty and repeat bookings by 22% over 2015.
  • Assisted in implementing property-wide guest protocols consistent with OSHA standards, achieving compliance and improving guest safety perception by 64%.
  • Successfully resolved escalated guest concerns by mediating disputes, resulting in 52% positive conflict resolution outcomes.
  • Led the introduction of multilingual support services, improving international guest satisfaction by 60%.
  • Managed a guest feedback system, leading to actionable insights and a 63% improvement in Net Promoter Score (NPS).

Affiliations

  • Certified Hospitality Specialist (CHS) Certification
  • National Concierge Association (NCA)
  • International Association of Administrative Professionals
  • Society of Incentive Travel Excellence (SITE)
  • American Society of Safety Professionals
  • Worldwide Hospitality and Tourism Themes (WHATT)
  • Association for Computing Machinery
  • Association for Convention Operations Management (ACOM)
  • Society of Travel Agents in Government (STAG)
  • Association of Information Technology Professionals

Certifications

  • Certified Concierge Professional (CCP), Les Clefs d'Or
  • Certificate in Professional Etiquette and Protocol for VIP Guest Engagement – system
  • Customer Relationship Management (CRM) Certification – procedure
  • ServSafe
  • Tourism Ambassador Certification – method
  • Certified Hospitality and Tourism Management Professional (CHTMP) - procedure
  • Intro to CRM Software Certification – metric
  • Google Certified Professional Cloud Architect
  • Certified Customer Experience Professional (CCXP) - Customer Experience Professionals Association
  • Salesforce

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