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Skills

  • First Aid/CPR
  • Guest accommodations
  • Team building
  • Budgeting and cost reduction strategies
  • Operational improvement
  • Hospitality Standards and Protocols
  • Customer service
  • Supervision
  • Operational oversight during peak periods
  • Partnership management with external vendors

Work Experiences

  • Collaborated with marketing on a service excellence campaign.
  • Analyzed monthly guest feedback and decreased response time on complaints by 53%, improving retention rates by 4 guests per month.
  • Achieved a 84% rise in direct 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.
  • Achieved results in 2024.
  • Accomplished this over 2 months.
  • Scheduled flower, gift, and other product deliveries, as well as spa and dining reservations.
  • Collaborated with IT to develop a mobile guest app.
  • Solved framework issues, improved operations, and provided excellent customer service.
  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Director of Guest Services with 18 years of successful project management and performance reporting experience.
  • Through the Concierge position, I'd like to assist a top-tier hotel in achieving even greater success.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 58% reduction in guest service response times.
  • Strengths in process improvement and strategic planning backed up by Miscellaneous training.
  • Collaborative leader partnering with housekeeping and maintenance teams to resolve room issues within 10 hours, enhancing guest satisfaction and reducing room downtime.
  • Dynamic and personable, with a good understanding of travel arrangements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Collaborative leader partnering with housekeeping and maintenance teams.
  • Crafted seamless VIP experiences.

Accomplishments

  • Developed strategic partnerships with system providers leading to improved guest amenities at Austin.
  • Trained 15 new supervisors in guest services, leading to an average 36% performance improvement in their teams.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a team of 11 guest service associates, improving guest satisfaction by 40% within one year.
  • Coordinated large-scale renovations with minimal guest disruption, resulting in method and enhancing the overall guest experience.
  • Created and implemented new guest service protocols that led to a 20% boost in overall engagement and retention.
  • Collaborated with team of 4 in the development of category.
  • Reduced guest complaints by 17% through a revamped concierge service and initiative on quicker guest response protocols.
  • Spearheaded planning for program, successfully hosting 10 guests and increasing hotel occupancy during off-peak times by 32%.
  • Ensured seamless operations by collaborating with 18 department heads, resulting in a 65% rise in guest satisfaction scores.

Affiliations

  • Guest Experience Management Association (GEMA)
  • Society of Women Engineers
  • National Association of Hotel & Lodging Executives (NAHLE)
  • American Marketing Association
  • Association of Information Technology Professionals
  • Toastmasters
  • Cruise Lines International Association (CLIA)
  • International Association of Administrative Professionals
  • National Society of Minorities in Hospitality (NSMH)
  • Society of Hospitality & Tourism Trainers (SHTT)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Six Sigma Green Belt Certification – Lakeside Partners
  • Certified Public Accountant
  • ServSafe
  • Certified Guest Relations Professional (CGRP)
  • Advanced Revenue Management Certification - 2016
  • Professional in Hospitality Management (PHM)
  • Salesforce
  • Apple Certified Associate (ACA)
  • Emotional Intelligence Certification for Managers - Cedar Works, 2019

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