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Skills

  • Organization
  • Relationship development
  • Discrepancy identification and resolution
  • Hospitality industry standards
  • Guest reservation review and verification
  • Operational improvement
  • Vendor relationship management
  • Cross-functional team collaboration
  • Facility management
  • Customer service excellence

Work Experiences

  • Addressed issues within system.
  • Coordinated with event organizers and facilities staff to ensure successful execution of category events for groups as large as 12.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Was in charge of a fast-paced front desk operation at a busy method facility with up to 18 nightly visitors.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Boosted online reputation management efforts.
  • Coordinated personalized recommendations.
  • Created weekly employee work schedules for 12 team members, making sure that all shifts were covered.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Advanced user of CRM software SAP, effectively tracking customer profiles and boosting repeat business through tailored experiences.
  • Analytical Desk Associate with expertise in managing Power BI inventory.
  • Desk Associate is a multi-talented Desk Associate who is consistently rewarded for planning and operational improvements.
  • Desk Associate with 15 years of successful budget management and strategic planning experience.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Clear understanding of performance reporting and quality assurance as well as budget management training.
  • Accurately managed end-of-day audits.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Leveraged proficiency in Adobe Creative Suite to automate daily reporting, reducing manual work by 35% hours per week.
  • Developed a system for documenting guest preferences, increasing return guest rate by 36% over a the past year period.
  • Conducted regular audits of guest folios and minimized discrepancies, improving accuracy by 40%.
  • Supported hotel management with regular scheduling of budget management vendors, resulting in a 58% reduction in vendor-related service delays.
  • 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.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Assisted in the implementation of a new booking system, resulting in a 66% increase in booking confirmation accuracy.
  • Coordinated special requests or accommodations for VIP guests, improving personalized service experiences and guest loyalty.
  • Received Innovation Award for consistent excellence in guest service and contribution towards a 35% improvement in customer retention.

Affiliations

  • Institute of Travel Management (ITM)
  • Event Planners Association (EPA)
  • Society of Human Resource Management
  • International Concierge and Guest Services Association
  • Rotary International
  • American Medical Informatics Association
  • American Hotel & Lodging Association (AHLA)
  • Project Management Institute
  • Society for Human Resource Management (SHRM)
  • International Air Transport Association (IATA)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • Certified Public Accountant
  • Customer Service Excellence Certification by Summit Group
  • Front Office Manager Development Program Certification by system
  • Microsoft Certified Systems Engineer (MCSE)
  • Certificate in Conflict Mediation by Vantage
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Hotel Reception Skills Certification by Harbor & Co.
  • Certified Hospitality Digital Marketer (CHDM) by Hospitality Sales & Marketing Association International (HSMAI)

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