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Skills

  • Process improvement
  • Loyalty program administration
  • Interdepartmental collaboration
  • File management
  • Guest complaint resolution
  • Check-In Flow Streamlining
  • Project organization
  • Communications
  • Multitasking in High-Stress Environments
  • Hotel-Specific Software (e.g., Tableau)

Work Experiences

  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during category absence.
  • Greeted each newcomer with a friendly greeting and double-checked reservations and identification.
  • Contributed to 10 in incremental revenue.
  • Enhanced guest loyalty by resolving booking discrepancies within two years, achieving a 77% repeat guest rate.
  • Contributed to a 52% increase in guest satisfaction scores.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Ensured transaction security by comparing payment cards to identification.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Oversaw 18 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Communicated daily with departments.

Summaries

  • Individual with a charming and poised demeanor who performs various tasks, including quality assurance and data analysis.
  • Accomplished hospitality professional.
  • Front Desk Ambassador with 9 years of successful cross-functional collaboration and process improvement experience.
  • Front Desk Ambassador who has spent more than 8 years assisting guests with vendor management and quality assurance.
  • Front Desk Ambassador is a polite and upbeat person with excellent telephone etiquette.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Adaptable and energetic, with stakeholder engagement and risk assessment abilities.
  • Achieved a 36% increase in return bookings.
  • Accomplished Front Desk professional.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Tracked and compiled guest feedback data, resulting in actionable insights and a 64% improvement in service rating.
  • Frequently worked in partnership with the sales team for upselling guest experiences, increasing overall revenue by 66%.
  • Cross-trained in multiple departments, leading to an additional 54% efficiency in assisting shifts, reducing the need for additional support.
  • Collaborated regularly with housekeeping and maintenance to ensure room readiness and minimize check-in delays for guests.
  • Assessed guest needs and provided tailored services, increasing repeat guest bookings by 31% over a 2020 period.
  • Collaborated with leadership in the development of a new guest amenity package, resulting in a 52% increase in service usage.
  • Led the design and implementation of a streamlined check-in process reducing wait times by 83%, resulting in improved guest satisfaction.
  • Created and managed guest complaint resolution logs, reducing repeat issues by 83%.
  • Provided exemplary personalized service to VIP clients during process, directly contributing to securing future events at the property.
  • Resolved product issue through consumer testing.

Affiliations

  • Association of Front Office Managers and Receptionists (Denver)
  • International Front Office Managers Forum
  • International Association of Hotel Receptionists
  • Member of the Luxury Hospitality Club
  • Professional Convention Management Association (PCMA)
  • Active Member, Customer Experience Professionals Association (CXPA)
  • Society of Women Engineers
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Project Management Institute
  • Front Desk Leaders Network

Certifications

  • Certified Data Protection Officer (CDPO) - Harbor & Co., 2024
  • Conflict Resolution in the Workplace Certification - Northwind, 2016
  • Certified Hospitality Department Trainer (CHDT) - AHLEI
  • Certified Guest Service Professional (CGSP) - 2018
  • Food Safety Manager Certification [ServSafe, 2023]
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)
  • Hospitality Revenue Management Certification - Lakeside Partners, 2018
  • Salesforce
  • CompTIA Network+

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