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Skills

  • Problem resolution
  • Project organization
  • Process improvement
  • Customer retention strategies
  • Budgeting and financial forecasting
  • Method equipment
  • Digital Booking Tools
  • Data privacy and security compliance
  • Strategic planning and analysis
  • Communications

Work Experiences

  • Improved the bottom line by streamlining framework processes, budgets, and procurement strategies.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved a 52% rise in client satisfaction.
  • Achieved consistent guest satisfaction ratings above 59%.
  • Achieved a 18% reduction in service delivery delays.
  • Coordinated renovation projects.
  • Achieved 58% retention of VIP clients.
  • Oversaw the delivery of procedure project by program team, which resulted in system.
  • Closely monitored guest feedback.
  • Looked for industry trends on social media and through online sources.

Summaries

  • Achieved a 25% boost in efficiency.
  • Achieved cleanliness standards.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Confident leader in front desk operations.
  • Adept at process improvement, utilizing front desk management technology that led to a 27% reduction in guest check-in times.
  • Adept at process improvement.
  • Boosted positive feedback.
  • Experience in hotel management positions at high-end resorts with a strong focus on customer service.
  • Strengths in stakeholder engagement and team leadership backed up by Miscellaneous training.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved guest conflicts quickly and effectively, with an 63% decrease in negative online reviews post-visit.
  • Initiated office role rotations during slow periods, ensuring no downtime and keeping employee engagement up by 19%.
  • Orchestrated a new standard procedure for check-in and check-out processes, improving operational efficiency by 23%.
  • Successfully managed the reservation system and updated room availability, reducing booking errors by 72% and streamlining guest check-ins.
  • Trained new front-of-house employees on reservation procedures, reducing booking errors by 58%.
  • Regularly optimized the inn's promotional activities, resulting in a 39% growth in direct bookings.
  • Led efforts to install new guest amenities, elevating the property’s reputation and increasing positive reviews on Workday by 16%.
  • Optimized online presence by using Asana, resulting in increased digital visibility and driving a 41% boost in direct traffic.
  • Coordinated staffing and shift scheduling for a team of 15, ensuring 24/7 coverage for up to 5 rooms.

Affiliations

  • American Society of Safety Professionals
  • American Hotel & Lodging Association (AHLA)
  • National Trust Historic Hotels Membership
  • Professional Association of Innkeepers International (PAII)
  • Rotary International
  • Society of Human Resource Management
  • Member of the International Association of Concierge Service Professionals
  • Hotel and Catering International Management Association (HCIMA)
  • Affiliate of Boutique & Lifestyle Leaders Association (BLLA)
  • Green Key Global Sustainability Program Certification

Certifications

  • Front Office Operations & Digital Management Certification by eCornell
  • Digital Marketing for Hospitality Certification by Google Digital Garage
  • Housekeeping Skills and Practices Certification by American Hotel & Lodging Educational Institute (AHLEI)
  • Hospitality Management upon International Standards by AHLEI
  • Hospitality & Tourism Sales Management Certificate by University of California Irvine
  • Front Desk Representative Certification by American Hotel and Lodging Association (AHLA)
  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute (AHLEI)
  • Hospitality Digital Marketing Certificate by eCornell
  • Certified Lodging Security Officer (CLSO) by American Hotel and Lodging Association (AHLA)
  • Certified Hospitality Marketing Executive (CHME)

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