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Skills

  • Supervision
  • Check-in procedures optimization
  • Guest feedback analysis and response
  • Digital systems integration
  • Brand success
  • Team management
  • Cross-functional team collaboration
  • Internal operations workflow improvement
  • Policy and procedure adherence
  • Regulatory compliance

Work Experiences

  • Solved process issues, improved operations, and provided excellent customer service.
  • Transported Microsoft Excel to two years customer locations.
  • Assembled personalized itineraries.
  • Collaborated with local partner businesses.
  • Collaborated with a team to create seasonal local guides for guests, driving engagement with city attractions and boosting positive reviews on program.
  • Worked closely with guests, some of whom were VIPs or celebrities, while maintaining a high level of privacy.
  • Had an excellent attendance record and was always on time for work.
  • Oversaw the delivery of method project by procedure team, which resulted in program.
  • Assisted in reducing guest complaints.
  • Assisted over 18 visitors.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Continuously brought innovative ideas.
  • Self-starter with a proven track record of providing excellent service to clients and visitors.
  • Adept at managing VIP treatment.
  • Through the Concierge position, I'd like to assist a top-tier hotel in achieving even greater success.
  • Achieved a 56% on-time service delivery rate.
  • Collaborated with multiple departments.
  • Club Concierge is a multi-talented Club Concierge who is consistently rewarded for planning and operational improvements.
  • Achieved a 30% increase in guest engagement.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Organized exclusive golf, spa, and dining packages for VIP guests, yielding an additional $4 in monthly revenue streams.
  • Collaborated with cross-functional hotel departments to enhance guest experiences during major events, leading to a 54% increase in positive feedback.
  • Effectively negotiated with third-party vendors, resulting in a savings of $3 in transportation and other service expenses annually.
  • Crafted personalized luxury itineraries for VIP guests, positively impacting partner revenue by $17 during peak seasons.
  • Resolved product issue through consumer testing.
  • Designed and enhanced custom amenities for VIP guests, increasing upsell revenue by $17 per month.
  • Implemented a 24-hour service request platform, leading to 53% faster service responses for late-night guest needs.
  • Introduced multilingual communication practices in guest services, increasing international guest satisfaction by 62%. Fluent in French.
  • Worked with marketing to promote concierge services on the hotel website, contributing to a 85% increase in direct bookings.
  • Implemented a VIP guest program that increased customer satisfaction by 74%, as reflected in satisfaction surveys.

Affiliations

  • Society for Hospitality and Foodservice Management (SHFM)
  • Certified Meeting Professional (CMP) certification
  • World Travel & Tourism Council (WTTC)
  • Travel and Tourism Research Association (TTRA)
  • Customer Experience Professionals Association (CXPA)
  • Global Association of the Exhibition Industry (UFI)
  • Global Business Travel Association (GBTA)
  • National Association of Social Workers
  • Luxury Hospitality Management Institute (LHMI)
  • Hotel Concierge Society International

Certifications

  • Event and Travel Planning Certification by Global Business Travel Association (GBTA)
  • Customer Service Operations Optimization Certification by Vantage
  • Hotel Revenue Management Professional Certificate by framework
  • Luxury Brand Customer Experience Certification by system
  • Certified Hospitality Supervisor (CHS) by American Hotel & Lodging Educational Institute
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Luxury Hospitality Service Excellence by Forbes Travel Guide Academy
  • Time Management for Service Professionals Certificate by process
  • Loyalty Program Management Certification by Ironclad Systems
  • Certificate in International Guest Assistance by method

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