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Skills

  • Guest experience personalization techniques
  • Financial Management
  • Negotiation
  • Staff management
  • Booking accuracy quality check mechanisms
  • Conflict resolution with clients and staff
  • Process improvement
  • Emergency response protocol leadership
  • Client retention strategy
  • Operational improvement

Work Experiences

  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Identified metric areas in need of improvement and implemented procedure program, resulting in a 7% increase in productivity.
  • Audited internal processes for compliance.
  • Welcomed new members and established and updated memberships in Beacon Labs procedure programs.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Increased employee morale and decreased turnover by 17%.
  • Oversaw quality programs aimed at reducing late compliance activities.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Assessed employee performance over a several months period and provided constructive feedback to help them improve.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.

Summaries

  • Desk Supervisor who is proactive and meticulous, with over 6 years of experience in the process industry.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Desk Supervisor is a skilled Desk Supervisor who provides encouragement and feedback to help employees succeed.
  • Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • Develop strategic business partnerships and relationships.
  • Ability to use sound judgment and independent decision-making skills to positively impact company success.
  • Expertise in technology and product development.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Restructured front-office processes that increased team throughput by 67% during high-demand periods.
  • Reduced downtime by 26% through collaboration with IT to resolve technical issues, leading to uninterrupted desk operations.
  • Implemented a scheduling system that balanced team workloads more efficiently, decreasing downtime and reducing burnout rates by 78%.
  • Developed and implemented a system for instantly addressing desk ticket requests, reducing average resolution times by 39%.
  • Trained newly hired staff, reducing onboarding time by 55% and boosting overall team performance during high-volume seasons.
  • Collaborated with team of 14 in the development of framework.
  • Organized professional development activities for team members, resulting in department-wide certifications in Lean and enhancing service capabilities.
  • Coordinated efforts to ensure all desk functions complied with company policies, reducing compliance incidents by 19%.
  • Streamlined desk workflows through the automation of manual processes, cutting response times during peak traffic periods by 46%.

Affiliations

  • International Association of Professional Front Desk Managers (IAPFDM)
  • American Society of Administrative Professionals (ASAP)
  • Association of Hotel Reception Managers
  • Society of Human Resources Management (SHRM), focused on frontline employee management
  • American Society of Safety Professionals
  • Project Management Professional (PMP) Certification through PMI
  • American Medical Informatics Association
  • Certified Administrative Professional (CAP) Program
  • Customer Experience Professionals Association (CXPA)
  • International Association of Administrative Professionals

Certifications

  • Certified Hospitality Supervisor (CHS) by American Hotel & Lodging Educational Institute
  • Certified Public Accountant (CPA)
  • Certified Professional in Training Management (CPTM) by Training Industry
  • Microsoft Certified Systems Engineer (MCSE)
  • Fire Safety Manager Certification by OSHA – 2020
  • Inventory Control Specialist Certification by Harbor & Co. – 2024
  • Data Analytics for Service Management Certificate by Vantage – 2019
  • Certified Hotel Administrator (CHA) – 2021 by American Hotel & Lodging Educational Institute
  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)

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