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Skills

  • Hotel-Specific Software (e.g., Tableau)
  • Relationship development
  • Night audit procedures
  • Customer feedback analysis
  • Guest satisfaction improvement
  • Follow-up communication skills
  • Cross-Department Liaison Experience
  • Front Desk Operations Management
  • Word processing
  • Customer service

Work Experiences

  • Contributed to efficient operations.
  • Arranged transportation for guests.
  • Communicated daily with departments like housekeeping, security, and catering, ensuring a seamless guest experience from check-in to departure.
  • Ensured transaction security by comparing payment cards to identification.
  • Achieved consistent high-rating guest feedback.
  • Delivered training to front desk staff.
  • Achieved a 78% repeat guest rate.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Collaborated with housekeeping and maintenance teams to ensure guest rooms were ready ahead of 5/category check-in, maintaining a 79% on-time readiness rate.
  • Compiled guest feedback forms.

Summaries

  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Front Desk Ambassador with 16 years of experience working in a guest service environment.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Multitasking, communication, and interpersonal skills are all excellent.
  • Accomplished Front Desk professional with a talent for upselling and customer relations, driving additional revenue of 11 over 10 months through tailored service recommendations.
  • Adaptable and energetic, with stakeholder engagement and risk assessment abilities.
  • Achieved daily discrepancies below 18.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 25% increase in guest satisfaction scores.
  • Achieved a 38% rate of issue resolution.

Accomplishments

  • Implemented night audit procedures that significantly reduced the audit process completion time by 54%, allowing smoother hand-off to the morning shift.
  • Recognized as Employee of the Month 18 times for exceptional customer service and front desk management.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Coordinated lost and found inquiries, achieving a 80% success rate in returning items to guests, enhancing customer trust.
  • Reduced check-in delays by training staff to prioritize guest flow management during peak hours, cutting delays by 20%.
  • Trained and mentored 14 new front desk staff members, resulting in a higher retention rate of 30%.
  • Tracked and compiled guest feedback data, resulting in actionable insights and a 64% improvement in service rating.
  • Developed an upgraded reservation filing system leading to a reduction in booking errors by 78%.
  • Achieved a 65% improvement in guest satisfaction scores by implementing personalized guest follow-up procedures.
  • Managed nightly front desk audits, ensuring financial accuracy and reporting for daily operations were submitted to management by several months.

Affiliations

  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • Hotel Concierge Society of initiative
  • Society of Women Engineers
  • American Marketing Association
  • International Council of Nurses
  • Jaycees
  • Certified Hospitality Supervisor (CHS) by American Hotel & Lodging Educational Institute
  • International Luxury Hotel Association (ILHA)
  • Rotary International

Certifications

  • Digital Literacy Certification - HubSpot, 2021
  • Certified Public Accountant
  • Certified Hospitality Sales Professional (CHSP) - initiative
  • Certified Lodging Security Officer (CLSO) - AHLEI
  • Salesforce
  • Food Safety Manager Certification [ServSafe, 2023]
  • Certified Hospitality Housekeeping Executive (CHHE) – (AHLEI)
  • Project Management Professional (PMP)
  • CompTIA Network+
  • Google Certified Professional Cloud Architect

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