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Skills

  • Payment processing and reconciliation
  • Conflict resolution
  • Regulatory compliance
  • Problem resolution
  • Event scheduling and coordination
  • Team management
  • Attention to detail
  • Inventory management and control
  • Business operations
  • Organization

Work Experiences

  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Coordinated with the housekeeping team.
  • Assured compliance with health, safety, and accessibility regulations at the front desk, leading to a flawless inspection score.
  • Addressed food allergy concerns.
  • Achieved a consistent 43% customer retention rate by delivering exceptional personalized service to regular guests.
  • Coordinated personalized recommendations.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Collaborated with the marketing department.
  • Achieved a 39% reduction in missing information entries.
  • Collaborated with facilities staff.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adapted a guest-first approach.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Individual with a charming and poised demeanor who performs various tasks, including budget management and quality assurance.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Boosted repeat business through tailored experiences.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Adapted a guest-first approach, enhancing interactions with VIP clientele while driving overall operational efficiency by 58%.
  • Achieved a 73% improvement in operational accuracy.
  • Provides dynamic service to customers and visitors.

Accomplishments

  • Proactively upsold amenities, increasing room upgrade sales by 67% over a two years.
  • Trained new employees on front desk operations and company policies, improving onboarding efficiency by 60%.
  • Developed front desk operations handbook to standardize processes, which reduced onboarding time for new employees by 52%.
  • Resolved product issue through consumer testing.
  • Implemented new digital solutions that reduced check-in queue wait times by 49%, enhancing overall guest satisfaction.
  • Streamlined check-in and check-out process using Power BI and reduced average transaction times by 18% minutes.
  • Collaborated with team of 18 in the development of method.
  • Managed guest check-ins and check-outs, successfully minimizing booking discrepancies and reducing revenue loss due to changes.
  • Introduced additional revenue-generating services to guests during check-in, contributing to a 84% increase in ancillary sales.
  • Implemented a customer feedback system, leading to a notable improvement in guest satisfaction scores by 63%.

Affiliations

  • Tech Customer Support Community (TCSC)
  • American Society of Safety Professionals
  • Association for Computing Machinery
  • Toastmasters
  • Society of Women Engineers
  • Global Business Travel Association (GBTA)
  • Council of Hotel and Restaurant Trainers (CHART)
  • International Association of Business Communicators (IABC)
  • Event Planners Association (EPA)
  • American Marketing Association

Certifications

  • Certified Guest Service Professional (CGSP) by the American Hotel & Lodging Educational Institute
  • Hotel Administration Certification by AHLEI
  • Digital Customer Experience Certification by initiative
  • Certified Service Desk Support Professional by Help Desk Institute (HDI)
  • Multilingual Communication Proficiency Certification by system
  • Cisco Certified Network Associate (CCNA)
  • Certificate in Supervision & Leadership in Hospitality by program
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Property Management System (PMS) Certification by process

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