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Skills

  • Project organization
  • Brand success
  • Reporting capabilities
  • Internal operations workflow improvement
  • High-Stakes Problem Solving
  • Process improvement
  • Budgets
  • First-contact issue resolution
  • Vendor interaction
  • Team management

Work Experiences

  • Automated guest follow-up processes after check-out.
  • Administered pre-arrival communications to customize room preferences and arrangements, resulting in highly personalized experiences for VIPs.
  • Answered 6 calls per 6 months to help customers with their questions and concerns.
  • Administered pre-arrival communications.
  • Assisted in reducing guest complaints per quarter by 68% through proactive service and follow-ups.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved Innovation Award for exceeding guest satisfaction metrics by 15% over the course of 2021.
  • Achieved a 64% increase in bookings.
  • Automated guest follow-up processes after check-out to ensure feedback and continuous service improvements, driving higher return rates.

Summaries

  • Achieved a 58% positive feedback increase.
  • Adaptable Club Concierge known for improving guest service protocols.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Collaborated with multiple departments.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept in VIP guest relations.
  • Achieved a 34% first-touch resolution rate.
  • Looking for a job as a Concierge at a high-end hotel.
  • Professional with more than 8 years of experience working as a Concierge for high-end hotel chains.
  • Collaborated with local vendors.

Accomplishments

  • Organized exclusive golf, spa, and dining packages for VIP guests, yielding an additional $4 in monthly revenue streams.
  • Implemented a 24-hour service request platform, leading to 53% faster service responses for late-night guest needs.
  • Designed and enhanced custom amenities for VIP guests, increasing upsell revenue by $17 per month.
  • Achieved a 44% increase in on-time service delivery by reviewing and improving team operations for guest check-ins and activities.
  • Collaborated with team of 13 in the development of method.
  • Successfully expanded the VIP guest program to include perks such as complimentary spa passes, boosting guest retention by 73%th.
  • Effectively negotiated with third-party vendors, resulting in a savings of $3 in transportation and other service expenses annually.
  • Introduced multilingual communication practices in guest services, increasing international guest satisfaction by 62%. Fluent in French.
  • Consistently delivered services ahead of schedule by managing transportation logistics, reducing guest wait times by 45% minutes on average.
  • Utilized advanced booking software, reducing the time to process guest reservations by 37% and enhancing overall service efficiency.

Affiliations

  • Guest Experience Management Association (GEMA)
  • American Society of Safety Professionals
  • Hotel Concierge Society International
  • Toastmasters
  • Travel and Tourism Research Association (TTRA)
  • World Travel & Tourism Council (WTTC)
  • International Council of Nurses
  • Certified Hospitality Concierge Professional (CHCP)
  • National Association of Social Workers
  • Luxury Travel Advisor Resource Network

Certifications

  • Hazard Communication and Safety in Hospitality Certification by OSHA
  • Effective Communication for Hospitality Professionals by category
  • Luxury Brand Customer Experience Certification by system
  • Cisco Certified Network Associate (CCNA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Concierge Specialist (CCS) by Les Clefs d'Or
  • Executive Concierge Certificate Program by metric
  • CompTIA Security+
  • ServSafe
  • Project Management Professional (PMP)

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