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Skills

  • Data analysis
  • Strong verbal communication
  • Pricing tool development
  • Data entry
  • Interpersonal and written communication
  • Self-motivated
  • Powerful negotiator
  • Developing rapport with repeat guests
  • Vendor interaction
  • Ability to manage special guest requests efficiently

Work Experiences

  • Acted as the first point of contact, welcoming clients with hospitality while balancing multiple incoming calls and scheduling requests.
  • Achieved zero discrepancies over system.
  • Achieved 44% efficiency improvements in team performance.
  • Started two key partnerships that resulted in a 54% increase in revenue.
  • Collaborated with front office and events teams.
  • Collaborated with revenue management.
  • Conducted an initial client assessment and analysis to begin the research process.
  • Boosted concierge sales revenue by $9 per month.
  • Collaborated with the front office and events teams to coordinate seamless guest experiences during high-profile group bookings, driving a 66% increase in booking quality ratings.
  • Examined departmental documents to determine how they should be distributed and filed.

Summaries

  • Multi-tasking, self-motivated leader with experience expanding network connections, persuading customers to buy products, implementing pricing models, inventory control and projections, territory development, and uncovering customer needs to deliver solutions.
  • Motivated
  • Multi-tasking and self-motivated leader who designs and develops powerful print and graphic media materials with keen attention to detail, articulate communication skills, and strong aesthetic sense.
  • Seasoned
  • Skills in workflow optimization and client relations are available.
  • Program and framework are examples of abilities.
  • a resourceful customer service specialist looking to apply her skills in an A/P or A/R role with a forward-thinking company.
  • Service-driven
  • Customer-focused, strategic-thinking salesperson with more than 20 years of experience in developing relationships, cultivating partnerships, retaining top accounts, and expanding profit channels.
  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.

Accomplishments

  • Implemented cross-selling techniques, resulting in increased bookings for add-on services and boosting overall revenue by 46%.
  • Regularly liaised with other departments, ensuring smooth daily operation and managing service issues preemptively to avoid service disruptions.
  • Actively participated in cross-functional meetings with food & beverage and events teams to enhance the overall guest experience across the property.
  • Awarded Top Performer for surpassing departmental goals related to upselling, achieving 32% above target revenue.
  • Reduced check-in wait times by 9 minutes through optimization of front desk workflows and team coordination.
  • Streamlined communication channels between concierge and external vendors, enhancing response time for guest requests by 83%.
  • Managed VIP guest requests, ensuring smooth and personalized service to increase retention by 50% compared to previous initiative.
  • Devised guest arrival welcome procedures that led to 58% improvement in first-impression scores on method.
  • Assisted in coordinating group bookings and events, resulting in repeat business and a 42% improvement in occupancy rates.
  • Resolved product issue through consumer testing.

Affiliations

  • Participated in Hospitality Technology Expos to gain knowledge on integrating automated check-in solutions and guest service technologies.
  • Regular attendee of webinars hosted by the International Luxury Hotel Association (ILHA) on service expectations and high-level concierge protocols.
  • Active participant in the Luxury Hospitality Institute's workshops on creating bespoke guest experiences.
  • Certified through the International Concierge Institute, mastering guest experience optimization techniques.
  • Member of the Hospitality Industry Training Advisory Board (HITB), influencing curriculum design for concierge training standards.
  • Engaged with the Travel and Adventure Show Networking Series to boost local tours and activities collaboration for improved guest offerings.
  • Recognized participant in Council of International Hotel Advisors’ roundtables focused on service excellence, particularly in VIP handling techniques.
  • Attended regional tourism networking meetings as part of the standard Hotel Concierge Association, ushering in partnerships with local vendors.
  • Attained designation as Certified Hospitality Supervisor (CHS) through the American Hotel & Lodging Educational Institute, reinforcing management skills.
  • Recognized for completing the Guest Service Gold® certification program focused on delivering exceptional guest service experiences.

Certifications

  • Certified Hospitality and Tourism Management Professional (CHTMP)
  • Guest Room Check and Preparation Certification Program
  • Certified Hospitality Supervisor (CHS) by American Hotel & Lodging Educational Institute (AHLEI)
  • Multilingual Translation for Hotel and Concierge Services Certification
  • Luxury Concierge Specialist Certification by The International School of Hospitality
  • Basic Spanish for Hospitality Professionals by program
  • Customer Service Excellence in Hospitality Certificate
  • Certified Hospitality Concierge (CHC) through The International Concierge Institute
  • Certified Hotel Administrator (CHA) by American Hotel & Lodging Educational Institute (AHLEI)
  • Hospitality Digital Transformation Certificate by category

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