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Skills

  • Cross-department collaboration
  • High-stress situation management
  • Policy and procedure adherence
  • Framework equipment
  • Multilingual guest communication
  • Digital Registration System Implementation
  • High-touch service delivery
  • Vendor interaction
  • Communications
  • Front-line guest service delivery

Work Experiences

  • Saved $10 by putting in place cost-cutting measures that addressed long-standing issues.
  • Based training on guest feedback.
  • Worked closely with guests, some of whom were VIPs or celebrities, while maintaining a high level of privacy.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Transported Asana to several months customer locations.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Boosted positive feedback scores by 61%.
  • Conceived a local dining guide for guests.
  • Achieved Outstanding Service Award for outstanding hospitality.

Summaries

  • Committed to driving guest satisfaction.
  • Experience working in industry positions at luxury resorts where client satisfaction is paramount.
  • Strengths in strategic planning and process improvement backed up by Miscellaneous training.
  • Ambitious and detail-driven.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Catered to international clients.
  • Amplified overall hotel revenue.
  • Clear understanding of client relations and strategic planning as well as process improvement training.
  • Team player with the ability to provide outstanding customer service.
  • Concierge service with over 13 years of hospitality and tourism experience.

Accomplishments

  • Documented and resolved method which led to framework.
  • Collaborated with guest relations team to onboard Salesforce to streamline service requests, reducing fulfillment time by framework.
  • Coordinated personal shopping services for VIPs, increasing revenue of auxiliary services by procedure over three years.
  • Partnered with veteran team members to revamp concierge training protocols, resulting in Six Sigma recognition for customer service excellence in 2016.
  • Developed multilingual guides and support for international guests, directly enhancing guest relations and boosting satisfaction scores by 82%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Proactively addressed guest concerns through pre-arrival customizations, improving feedback scores by 28% across channels.
  • Enhanced security protocols for high-profile clientele, resulting in zero reported theft incidents in 18 months.
  • Incorporated guest feedback into the development of new services, driving customer satisfaction up by 24% in 18 months.
  • Coordinated event planning for VIP clients, ensuring all logistics ran smoothly and improving long-term client retention by 80%.

Affiliations

  • International Air Transport Association (IATA)
  • Association for Computing Machinery
  • Certified Tourism Ambassador Program (CTA)
  • Association for Supply Chain Management (APICS)
  • American Hospitality & Lodging Association (AHLA)
  • American Medical Informatics Association
  • International Association of Travel Agents (IATA)
  • Society of Women Engineers
  • National Concierge Association (NCA)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Data Analytics for Hospitality Managers Certification – Cedar Works, 2019
  • Certified Hospitality Housekeeping Executive (CHHE) – framework, 2021
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Vendor Management and Negotiation Certification – Ironclad Systems, 2023
  • Customer Service Excellence Certification, Harbor & Co., 2020
  • CompTIA Security+
  • Certified Hospitality Supervisor (CHS) - 2018
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • Certified Personal Concierge Professional – Ironclad Systems, 2021

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