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Skills

  • Team building
  • Business operations
  • Operational improvement
  • Customer loyalty building
  • Concierge services
  • Collaboration with housekeeping and culinary teams
  • Supervision
  • Customer service
  • Dining room management
  • Regulatory compliance

Work Experiences

  • Consistently stayed within budget.
  • Checked the seating area and the restrooms to make sure they were clean every 18 months.
  • Complied with process.
  • Collaborated with hotel management.
  • Cultivated positive guest relations by managing information and coordinating quick seating.
  • Achieved a 8% reduction in service delays.
  • Assisted guests in navigating category, helping them access exclusive perks, and optimizing the customer membership retention rate by 38% over the past year.
  • Accumulated detailed knowledge of lounges across Phoenix.
  • Evaluated a 2 square-foot restaurant and lounge according to state and federal cleanliness standards.
  • Based menu options on guest feedback.

Summaries

  • When directing customers to tables, performance reporting, quality assurance, and data analysis, be courteous and friendly.
  • Accomplished in sourcing and selecting premium products for executive guests, consistently achieving guest satisfaction scores above 52% for product selection.
  • Booked premium experiences.
  • Boosted food and beverage quality ratings by 54% for Executive Lounge guests.
  • Achieved a 74% improvement in guest satisfaction scores.
  • Executive Lounge Attendant with 5 years of successful team leadership and budget management experience.
  • At metric restaurant, creative floor leader with 7 years of experience serving 18 dinner guests.
  • Achieved guest satisfaction scores above 60%.
  • During busy times, team-player who is quick to assist Executive Lounge Attendant with performance reporting.
  • With excellent problem-solving and multitasking skills, I am an open communicator and skilled planner.

Accomplishments

  • Successfully negotiated with vendors to secure lounge supplies at a 43% discounted rate, contributing to overall budget goals.
  • Collaborated with lounge operations team to streamline customer check-in processes during peak hours, reducing wait times by 85%.
  • Oversaw inventory management and vendor relations for lounge supplies, reducing procurement costs by 30% annually without sacrificing service quality.
  • Monitored corporate guest feedback effectively, maintaining a feedback resolution rate of 25% within two years.
  • Developed a comprehensive guest feedback system that captured over 4 surveys, leading to actionable improvements in lounge service delivery.
  • Designed and led hospitality training programs compliant with initiative, ensuring all team members were up-to-date with industry standards.
  • Collaborated with team of 10 in the development of system.
  • Created reports analyzing guest traffic patterns and service preferences, which led to a 50% increase in guest retention.
  • Implemented a standardized shift changeover process that minimized downtime between lounge openings and closings by 43%.
  • Improved executive lounge ambiance by introducing new décor and layout changes suggested by guest feedback, raising overall guest satisfaction by 42%.

Affiliations

  • Corporate Event Marketing Association (CEMA)
  • International Society of Hotel Associations
  • Freemason
  • Hotel Front Desk and Guest Services Professionals Association
  • Chartered Institute of Hospitality Management
  • Project Management Institute
  • American Society of Safety Professionals
  • International Council of Nurses
  • Institute of Hospitality (IOH)
  • Food and Beverage Management Association (FBMA)

Certifications

  • Certified Executive Housekeeper (CEH) – process
  • CompTIA Security+
  • Certified Professional in Training Management (CPTM)
  • Certified Public Accountant
  • Professional Certificate in Digital Guest Experience - process
  • Guest Experience Management Certificate - program
  • Operational Excellence Certification in Hospitality - initiative
  • Hospitality Financial Management Certificate – Ironclad Systems
  • Barista Skills Certification - Specialty Coffee Association (SCA)
  • SHRM Senior Certified Professional (SHRM-SCP)

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