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Skills

  • Collaboration with Front Desk and Housekeeping Teams
  • Efficient Luggage Handling
  • Customer feedback collection and actionable insights
  • Budgets
  • Valet assistance
  • Operational improvement
  • Directing Guests to Local Transportation Options
  • Guest flow
  • Regulatory compliance
  • Hotel signage

Work Experiences

  • Kept up to date on the destination and answered customer questions to the best of my ability.
  • Contributed to the hotel's success during high-occupancy periods.
  • Was responsible for opening doors and transporting customers' luggage with care and efficiency.
  • Answered calls and addressed guest inquiries.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Acted as the first point of contact.
  • Assisted the front desk during peak hours by answering calls and addressing guest inquiries, reducing response time by 33% during system.
  • Oversaw the delivery of process project by category team, which resulted in program.
  • Advised on dining, attractions, and shopping in Denver.
  • Drove a variety of vehicles to and from various destinations, each with its own make, style, and price point.

Summaries

  • Award-winning hotel team member.
  • Gregarious personality, adaptable in social situations, and always aware of customer needs.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at hotel policy communication, decreasing policy-related misunderstandings by 71% through clear and friendly interactions with guests.
  • Awarded Excellence Award for outstanding contributions to customer service.
  • Effective communicator with a track record of diplomacy, tact, and professionalism.
  • Assisted with hotel operations during busy seasons.
  • Bell Staff Member with 15 years of successful client relations and project management experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Strengths in team leadership and client relations backed up by Miscellaneous training.

Accomplishments

  • Checked guest belongings for damage and security prior to room delivery, decreasing reported incidents by 45%.
  • Developed guest transportation schedules, ensuring timely arrivals and departures, resulting in a 42% improvement in guest satisfaction.
  • Reduced the time required to retrieve guest vehicles by establishing a more effective valet zone process, enhancing speed by 43%.
  • Assisted guests with heavy luggage and sensitive items, directing items to correct locations without incident and maintaining a 15% damage-free record.
  • Collaborated with team of 8 in the development of program.
  • Prepared personalized welcome amenities for repeat guests, helping improve guest retention rates by 23% over 2015.
  • Improved group check-in experience by coordinating with event and banquet staff, cutting check-in times for large groups by 41%.
  • Streamlined luggage handling operations for 14 guests during peak check-in times, reducing wait times by framework.
  • Resolved product issue through consumer testing.
  • Set up seating and equipment for large-scale hotel events, ensuring a smooth setup process for 6 participants.

Affiliations

  • American Society of Safety Professionals
  • Member of the Institute of Hospitality Supervisor Development Program
  • Active Participation in Local Chamber of Commerce's Hospitality Committees
  • Association for Supply Chain Management (APICS)
  • Affiliate Member of the International Travel Hospitality Network
  • Certified Participant in Disaster Preparedness and Luggage Recovery Programs by Ironclad Systems
  • Volunteer for Special Event Coordination at standard
  • American Medical Informatics Association
  • Association for Computing Machinery
  • Continuous attendee of Lodging Industry Customer Service Summits

Certifications

  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • SHRM Certified Professional (SHRM-CP)
  • ADA Compliance and Hospitality Accessibility Certification from the American Hotel & Lodging Educational Institute (AHLEI)
  • Local Concierge Certification from system in Columbus
  • Food Safety Manager Certification from the National Restaurant Association
  • CompTIA A+ Technician
  • Certified Hotel Concierge from the International Concierge & Lifestyle Management Association (ICLMA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Hospitality Industry Personal Safety Certification from Cedar Works

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