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Skills

  • Local tourism trends and partnerships
  • Data analysis for guest satisfaction metrics
  • Directing service during high-demand periods
  • Event planning for corporate and social events
  • Team building
  • First Aid/CPR
  • Problem resolution
  • Reporting capabilities
  • MS Office
  • Cultural event and performance recommendations

Work Experiences

  • Contributed to a 15% increase in guest satisfaction scores.
  • Achieved zero reported errors.
  • Built long-term relationships with hotel guests.
  • Contributed to client retention.
  • Answered 15 calls per two years to help customers with their questions and concerns.
  • Coordinated large group bookings, ensuring all logistics were flawless, resulting in frequent return business from corporate clients.
  • Achieved a 27% rise in high-end guest packages.
  • Anticipated guests' needs by proactively offering suggestions, services, and potential upgrades, increasing upsell revenues by $7 monthly.
  • Coordinated large group bookings.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved repeat clientele.
  • Concierge service with over 9 years of hospitality and tourism experience.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Concierge adept at leading teams during peak seasons, ensuring flawless service for high-profile guests across 4 establishments and maintaining a 23% satisfaction rate.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at managing high-pressure situations.
  • Concierge Staff Member adept at anticipating guest needs.
  • Achieved a $6 upsell increase monthly.
  • Achieved a 65% reduction in response times.

Accomplishments

  • Proactively identified and resolved guest issues ranging from room accommodations to reservations, boosting satisfaction ratings by 19% points.
  • Developed and distributed bi-monthly local area guides, improving guests’ awareness of activities, resulting in an increase of 75% in participation in hotel offerings.
  • Championed guest engagement by offering personalized experiences based on guest profiles, increasing loyalty membership sign-ups by 84%
  • Implemented streamlined communication protocols with transportation services, decreasing guest wait times by 19%.
  • Partnered with local businesses to offer exclusive dining and wellness packages, contributing to ancillary revenue growth by $14 quarterly.
  • Served as the primary point of contact for high-profile guests, ensuring their needs were met and increasing reviews on VIP platforms by 41% points.
  • Demonstrated local expertise by curating personalized itineraries for over 5 guests, enhancing their overall experience leading to 40% repeat business.
  • Coordinated transportation for a daily average of 2 international guests, ensuring efficient arrival and departure schedules.
  • Facilitated smooth VIP check-ins by coordinating detailed information with front desk and housekeeping, increasing satisfaction scores by 43%.
  • Led a weekly training initiative for concierge staff on enhancing guest interactions, resulting in 76% improvement in service quality scores.

Affiliations

  • American Society of Safety Professionals
  • Industry Certification in Guest Experience and Hospitality ITIL
  • American Marketing Association
  • Society of Human Resource Management
  • Society of American Travel Writers (SATW)
  • Convention and Visitors Bureau (CVB) Volunteer
  • Freemason
  • International Council of Nurses
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Society for Incentive Travel Excellence (SITE)

Certifications

  • First Aid, CPR, AED Certification – American Red Cross
  • Certified Hospitality Supervisor (CHS) – process
  • Certified Travel Adviser (CTA) - program
  • Certified Hospitality and Tourism Management Professional (CHTMP) - AHLEI
  • CompTIA Security+
  • CompTIA Network+
  • Event Planning & Management Certificate - Ironclad Systems
  • Google Certified Professional Cloud Architect
  • Professional Standards Training - category
  • Certified Tourism Ambassador (CTA) - Seattle Certification Program

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