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Skills

  • Policy and procedure modification
  • Workflow planning
  • First Aid/CPR
  • Credit and collections
  • Payroll and budgeting
  • Data entry
  • Inventory management systems
  • Budgets
  • Data-driven decision making
  • Scheduling

Work Experiences

  • Achieved 46% participation from guests.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Achieved Innovation Award for excellence in guest service in 2022, contributing to a 44% increase in repeat bookings.
  • Organized corporate and office conferences for company employees and guests.
  • Achieved a 48% increase in positive post-stay feedback.
  • Intervened between Assistant Director of Front Offices during arguments and diffused tense situations using process improvement and quality assurance.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Analyzed guest feedback data from surveys.
  • Achieved key performance indicators.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.

Summaries

  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Achieved higher customer satisfaction scores.
  • Portuguese and French are both conversational.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Assistant Director of Front Office with 17 years of successful vendor management and quality assurance experience.
  • Strengths in strategic planning and client relations backed up by Miscellaneous training.
  • With 2 years of Miscellaneous experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • These abilities, as well as a strong work ethic, are available.
  • With over 14 years of experience in the Miscellaneous field, I am a well-organized Office Manager.

Accomplishments

  • Improved multilingual guest communication processes, increasing service satisfaction for non-English speaking guests by 59% on HubSpot.
  • Resolved product issue through consumer testing.
  • Reduced front office staff onboarding time by 21% through the creation of a streamlined training and orientation program.
  • Collaborated with team of 18 in the development of process.
  • Managed the onboarding and training of 9 new staff members, reducing staff turnover by 53% in 2019.
  • Revamped front desk scheduling, resulting in an operational coverage improvement of 72% during high-demand periods.
  • Achieved PMP, ensuring full compliance with industry standards and enhancing the quality of front office services.
  • Led the successful implementation of a cross-departmental upsell initiative, resulting in a quarterly increase of $5 per room in ancillary services.
  • Facilitated communication between front office, housekeeping, and maintenance staff, reducing room downtime by 78% during critical operational periods.
  • Spearheaded a front office team productivity initiative that improved staff performance metrics by 51% and reduced task backlog by 61% minutes.

Affiliations

  • National Association of Hotel Front Desk Professionals
  • Project Management Institute
  • Jaycees
  • International Association of Administrative Professionals
  • American Society of Safety Professionals
  • Certified Hotel Administrator (CHA) Program
  • Rotary International
  • Hospitality Information Technology Association (HITA)
  • Professional Convention Management Association (PCMA)
  • Intercontinental Concierge & Hospitality Association

Certifications

  • AHLA Certification in Hotel Industry Analytics (CHIA)
  • Certified Hotel Administrator (CHA)
  • CPD Diploma in Communication Skills for Managers in Hospitality
  • Certified Hospitality Revenue Manager (CHRM)
  • Certified Business Analysis Professional (CBAP)
  • Cyber Security for Hotels by Ironclad Systems
  • Certified Manager of Hotel Administration (CMHA)
  • First Aid and Safety Certification for Hospitality Workers
  • Certified Public Accountant
  • Cisco Certified Internetwork Expert (CCIE)

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