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Skills

  • Enhanced customer satisfaction operations
  • Document security best practices
  • Adaptability in Fast-paced Environments
  • Supervision
  • First Aid/CPR
  • CCTV
  • Administrative skills
  • Event calendar creation and management
  • Insurance billing
  • Business operations

Work Experiences

  • Achieved enrollment within the past year.
  • Collaborated with housekeeping and maintenance teams to ensure timely room turnovers, improving room readiness by 41% and maintaining a 2017 high in occupancy rates.
  • Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
  • Achieved a 56% satisfaction rate for event attendees.
  • In charge of all front desk operations for a busy high-volume hotel.
  • Collaborated with marketing.
  • Achieved consistently high guest feedback scores.
  • Award-winning guest experience.
  • Actively followed up on maintenance issues and guest requests, significantly reducing issue resolution time by 43%.
  • Addressed customer concerns and complaints.

Summaries

  • Motivating leader who has built and managed metric teams in the past.
  • Front Desk Assistant Intern who is self-motivated and has 9 years of experience in guest services.
  • Stakeholder engagement in program settings and stakeholder engagement in team leadership settings.
  • Motivated, dependable, and eager to go above and beyond to please guests.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Cross-functional collaboration and stakeholder engagement are both skilled at customer engagement.
  • Front Desk Assistant Intern with 8 years of experience is approachable.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Front Desk Assistant Intern and team leader with 15 years of experience in method settings.
  • Active leader with excellent communication and collaboration skills.

Accomplishments

  • Coordinated with the valet service to ensure timely vehicle retrieval for guests during peak hours, increasing guest satisfaction and reducing wait times by 32% %.
  • Collaborated with event coordinators to ensure smooth logistical planning for corporate events, resulting in client satisfaction ratings exceeding 77%.
  • Optimized room allocation process using Asana, reducing overbooking occurrences by 30% during high-demand periods.
  • Executed front desk reservation changes during peak season, achieving a 61% reduction in booking errors despite high occupancy levels.
  • Developed VIP guest profiles to tailor their experiences by collecting preferences during each stay, resulting in a 38% increase in repeat business among high-value guests.
  • Handled guest complaints and requests with professionalism, leading to a 65% decrease in negative online reviews.
  • Streamlined conflict resolution processes for guest billing issues, reducing the investigation time by 42% and improving overall financial reconciliation efforts.
  • Trained new front desk employees in performance reporting, reducing onboarding time by 11 weeks and improving team efficiency during peak hours.
  • Acted as the primary point of contact for room service inquiries and guest amenities, exceeding sales targets by 70%.
  • Spearheaded a customer service feedback program that collected over 4 guest surveys, enabling actionable insights and boosting satisfaction rates.

Affiliations

  • Completed Workshop on Complaint Management Strategies – procedure, 2015
  • Volunteered for Hospitality Industry Job Fair at Chicago, 2016
  • Affiliate, National Association for Self-Employed Meeting Planners – 2021
  • Certified in Front Desk Management – Brightline, 2023
  • Active Participant, Austin Hospitality Networking Group – 2018
  • Attended Workshops on Guest Service Excellence, SAP – 2015
  • Student Ambassador, School of Hospitality Management – Harbor & Co., 2020
  • Certified Participant, Diversity in Hospitality Training Workshop – 2019, Portland
  • Member, Society of Hotel Front Office Management – 2018
  • Member, Professional Association of Customer Engagement (PACE) – 2015

Certifications

  • Salesforce
  • Microsoft Office Specialist (MOS)
  • Sales & Upselling Techniques in Hospitality - framework
  • Certified Administrative Assistant Professional (CAAP) - category
  • Hotel Revenue Management Certification – eCornell
  • Certified Hospitality Sales Professional (CHSP) - American Hotel and Lodging Educational Institute
  • Customer Service Excellence Certification standard
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)

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