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Skills

Employee retention strategies
Problem resolution
Project management
Supervision
Regulatory compliance
Cross-functional team collaboration
Digital tools for guest services
Operational improvement
Communications
Performance management

Work Experiences

Achieved top method in guest satisfaction surveys in Portland.
Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
Created and executed room upsell strategies that drove a 40% increase in upsell revenue year-over-year.
Looked for industry trends on social media and through online sources.
Created room upsell strategies.
Hired and trained new employees, demonstrating the most effective ways to serve clients and visitors.
Achieved results over two years.
Achieved first-year sign-ups from 33% of repeat visitors.
Collaborated with front desk and housekeeping.
Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

Achieved 39% revenue growth year-over-year.
When it comes to greeting guests and resolving issues, she is extremely effective.
Achieved a 80% improvement in guest satisfaction scores.
Successful in cutting costs without sacrificing service quality or guest satisfaction.
Spearheaded and implemented have a history of driving company growth.
Consistently reduced payroll expenditures by 39%.
Achieved a 85% reduction in resource waste.
Accomplished in hotel systems transitions.
Achieved a 22% improvement in operational accuracy.
Achieved a 53% increase in cleanliness scores.

Accomplishments

Developed and launched guest experience initiatives, increasing positive online reviews by 58% in 2021.
Developed a cost-effective vendor relationship strategy, reducing housekeeping supply costs by 59% without sacrificing quality.
Directed a multi-department task force charged with implementing Covid-19 health guidelines, ensuring compliance and leading to Scrum Master health and safety awarding.
Managed facility upgrades, leading to a 63% enhancement in overall guest experience scores on metric.
Introduced a comprehensive training program for front office associates, improving their upselling performance and increasing average daily room rates by 15%.
Collaborated with team of 15 in the development of system.
Implemented a comprehensive maintenance check protocol, which contributed to a 61% reduction in guest complaints related to room faults.
Worked with sales and marketing to coordinate group booking offerings, leading to a 65% boost in group room reservations year-over-year.
Successfully negotiated corporate contracts with major travel agencies, securing long-term partnerships that contributed $233,000 in additional room revenue.
Coached and mentored a team of 14 front office managers, resulting in 60% internal promotion rate across the Rooms Division.

Affiliations

Member of the Boutique & Lifestyle Lodging Association (BLLA)
American Hotel & Lodging Association (AHLA) Member
Member of the Global Hospitality Leaders Network
Association for Supply Chain Management (APICS)
Association for Computing Machinery
Sigma Iota Rho - Honor Society for International Studies (Relevant to International Hospitality Operations)
American Medical Informatics Association
Lions Club
International Association of Administrative Professionals
Certified Guest Service Professional (CGSP) through the American Hotel & Lodging Educational Institute

Certifications

Certified Hospitality Revenue Manager (CHRM) – Northwind
Digital Marketing in Hospitality Certification - Brightline
CompTIA A+ Technician
Budget and Cost Controls in Hospitality - Northwind
Salesforce
Advanced Customer Service Certification for Hospitality Professionals
Cisco Certified Network Associate (CCNA)
Hospitality and Event Management Certification (Summit Group)
Leadership in Hospitality Management Certificate
Revenue Management Strategy Certification - Boston

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