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Skills

  • Customer Satisfaction Enhancement
  • Bookkeeping
  • First Aid/CPR
  • Policy and procedure modification
  • Team management
  • Event coordination for VIP clients
  • Workflow planning
  • Project organization
  • Presentation design
  • Budget oversight and financial management

Work Experiences

  • Created specialized service packages for international guests, increasing international bookings by 15%.
  • Created feedback loops.
  • Consistently received President's Club.
  • Achieved swift resolutions.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Achieved a consistent 25% client satisfaction score.
  • Coordinated with local tourism boards and vendors.
  • Achieved 25% faster booking confirmations.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.

Summaries

  • Combined problem-solving skills with operational excellence.
  • Adept at managing concierge operations during high-profile events with no service delays, ensuring an unmatched luxury guest experience.
  • Achieved 100% positive feedback.
  • Achieved results within two years.
  • Achieved a consistent 71% increase in customer satisfaction.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Achieved full capacity for category.
  • Collaborative Director of Concierge Services.
  • Team player who is methodical and detail-oriented and has expertise in workflow optimization.

Accomplishments

  • Maintained compliance with industry standards and regulatory guidelines, achieving zero operational discrepancies during procedure.
  • Implemented a new digital platform for concierge services that reduced average guest wait time by 60% and improved response time by 17 minutes.
  • Resolved product issue through consumer testing.
  • Led a concierge team of 8 individuals, overseeing the delivery of high-end services to guests, resulting in 53% increase in overall customer satisfaction at Denver.
  • Directed the handling of service escalations from high-profile clientele, reducing escalated complaints by 65%.
  • Initiated a VIP rewards partnership with metric, leading to a 80% boost in sales from returning high-profile clients.
  • Created and led initiatives that improved staff productivity by 35% through the implementation of automated task management software.
  • Promoted seamless multi-channel guest communication by spearheading the integration of SAP into the concierge department.
  • Redesigned service flow processes to cut average guest wait times by 7 minutes, improving overall guest satisfaction.
  • Directed the logistics for high-end guest events, coordinating with vendors and internal teams to deliver seamless services.

Affiliations

  • American Society of Safety Professionals
  • National Career Development Association (NCDA)
  • Association for Computing Machinery
  • Green Tourism Certification
  • Toastmasters
  • Certified Guest Service Professional (CGSP)
  • American Medical Informatics Association
  • Association of Information Technology Professionals
  • American Hotel & Lodging Association (AHLA)
  • Local Tourism Board Partner Affiliation (e.g., Phoenix Tourism Bureau)

Certifications

  • Luxury Hospitality Service Certification - process
  • Certified Concierge Sales Specialist - process
  • Certified Hospitality Supervisor (CHS) – standard
  • Luxury Hotel Operations Management Certification - Vantage
  • Certified Hospitality Asset Manager (CHAM) - framework
  • Certified Professional Concierge Services Manager (CPCSM) - program
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Salesforce
  • Certified Meeting Professional (CMP) - method
  • Project Management Professional (PMP)

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