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Skills

  • CRM Systems
  • Proficiency in process improvement
  • Kennel cleaning and sanitizing methods
  • Sales
  • Customer service excellence
  • Emergency response coordination
  • Sales coordination
  • Operations management
  • Staff training and development
  • Microsoft Office

Work Experiences

  • Double-checked financial data for accuracy by comparing payment cards to identification.
  • Achieved a 74% reduction in audit completion time.
  • Achieved this reduction over one year.
  • Coordinated with the onsite security team.
  • Coordinated with emergency services during unforeseen events, ensuring guest safety while maintaining calm communication which led to positive safety audit reports.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Coordinated restaurant reservations.
  • Enhanced customer satisfaction across a wide demographic.
  • Collaborated with third-party vendors.
  • Collaborated with third-party vendors for additional service requests such as dining delivery, boosting ancillary revenue by $2 per year through successful partnerships.

Summaries

  • Adaptable and customer-focused individual adept at handling multiple communication channels, delivering timely responses to guest inquiries and reducing response times by 28%.
  • Senior Embedded Software Engineer with extensive experience in all phases of software development.
  • Contributed to increased motel occupancy.
  • Achieved continuous positive evaluations on hotel review platforms.
  • Achieved zero discrepancies.
  • Adept at handling multiple communication channels.
  • Contributes to consistent guest satisfaction.
  • Consistently maintained a 50% guest satisfaction rate.
  • Customer service-oriented Front Desk Clerk.
  • Adaptable and customer-focused individual.

Accomplishments

  • Identified
  • Fostered positive guest relations by maintaining calm, courteous communication, even in high-pressure situations, resulting in a 50% improvement in problem resolution efficiency.
  • Consistently managed multiple high-priority tasks during peak check-in hours, achieving a 81% reduction in guest wait times while maintaining high levels of customer service.
  • Achieved a higher volume of direct bookings by assisting in the creation of a targeted online marketing campaign, reducing dependency on third-party booking sites by 35%.
  • Managed
  • Design: Responsible for creative design for prominent system.
  • Advised
  • Helped reduce customer complaints related to room cleanliness by establishing a protocol that coordinated between housekeeping and front desk, reducing complaint resolution time by the past year.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Led initiatives to enhance the front office's digital transformation, including transitioning from paper tracking to a new online guest and reservation management system.

Affiliations

  • Professional Member, International Association of Administrative Professionals (IAAP)
  • Attendee, Hotel General Managers and Front Office Conference, 2019
  • Recipient, Best-Performing Front Desk Clerk Award, 2015
  • Member, American Hotel & Lodging Association (AHLA)
  • Member, Asian American Hotel Owners Association (AAHOA)
  • Member, National Concierge Association (NCA)
  • Member, International Front Office Management Association (IFOMA)
  • Contributor, Motel Management Strategies Forum
  • Member, International Council of Hospitality, Restaurant, and Institutional Education (CHRIE)
  • Volunteer Contributor, Local Tourism Boards & Visitor Information Centers, Chicago

Certifications

  • Advanced Hospitality Training: Complaint Resolution - Glion Institute of Higher Education
  • Housekeeping Attendant Competency Certificate (HACC) - International Hospitality Training Academy (IHTA)
  • Hospitality Certificate in Customer Service Excellence - Coursera
  • Hospitality and Tourism Management Certification, Florida Atlantic University
  • Hospitality Sales and Marketing Certification – Hospitality Sales & Marketing Association International (HSMAI)
  • Introduction to Upselling for Hospitality Professionals - AHLEI Online Learning
  • Certified Revenue Management Executive (CRME) - Hospitality Sales & Marketing Association International
  • Basic Life Support for Healthcare Providers (BLS) - American Red Cross
  • Certified Protection Officer (CPO)
  • Property Management System (PMS) Training Certification - QuickBooks

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