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Skills

  • Team management
  • MS Office
  • Problem-solving skills
  • Problem resolution
  • Budgets
  • Front desk procedure automation
  • Handling guest inquiries in-person, phone, or email
  • Attention to detail
  • Effective Communication with Stakeholders
  • Team building

Work Experiences

  • Adhered to company guidelines on room inventory management.
  • Assessed guest booking trends to make recommendations on promotional offers and peak-time rate adjustments.
  • Booked amenities for guests.
  • Collaborated with external partners to design promotional booking campaigns during low-occupancy periods, driving $13 in revenue.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Oversaw 3 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as standard and initiative, in order to expedite resolution.
  • Achieved a customer satisfaction score of 76%.
  • Collaborated with accounting for accurate billing.

Summaries

  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Front Desk Clerk Scheduler is a friendly and polished Front Desk Clerk Scheduler with demonstrated experience in category environments.
  • Adept in conflict resolution.
  • Customer-focused multitasker looking for a process position with an exciting company.
  • Individual with a charming and poised demeanor who performs various tasks, including quality assurance and budget management.
  • Front Desk Clerk Scheduler is a polite and upbeat person with excellent telephone etiquette.
  • Adaptable and energetic, with process improvement and cross-functional collaboration abilities.
  • Front Desk Clerk Scheduler who has spent more than 14 years assisting guests with data analysis and risk assessment.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.

Accomplishments

  • Achieved a guest booking response rate of under 11 minutes by adopting new technology and proactive communication methods.
  • Provided exceptional customer service by addressing guest inquiries via phone, email, and in-person, resulting in a 18% increase in positive feedback from guests.
  • Effectively managed the daily scheduling of 10 appointments per day, ensuring optimal time management for guests and staff.
  • Assisted in transitioning the front desk team from manual to digital scheduling, resulting in 29% faster booking times and fewer errors.
  • Played a key role in improving overall property star rating from method to category, due to exceptional front desk service and scheduling practices.
  • Implemented a new booking software that reduced check-in times by 24%, enhancing the overall guest experience.
  • Resolved product issue through consumer testing.
  • Collaborated with housekeeping and maintenance teams to ensure timely room availability, improving guest satisfaction by 82%.
  • Documented and resolved category which led to process.
  • Ensured compliance with property policies while maintaining a welcoming atmosphere, increasing guest loyalty membership sign-ups by 69%.

Affiliations

  • Hospitality Sales and Marketing Association International (HSMAI)
  • Lions Club
  • National Spa and Wellness Association
  • International Institute of Modern Butlers (IIMB)
  • International Association of Professional Hospitality Managers
  • Hostelling International USA (HI USA)
  • National Concierge Association
  • Recruitment Marketing Association for the Hospitality Industry
  • Certified Administrative Professional Membership
  • Hospitality Network for Schedule Management

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Information Privacy Professional (CIPP)
  • Risk Management for Front Desk Operations (RMI)
  • Google Certified Professional Cloud Architect
  • Certified Reservation Sales Specialist (CRSS)
  • Certified Public Accountant
  • Certificate in Hospitality Front Office Operations
  • First Aid, CPR, and AED Certified - American Red Cross
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Travel Industry Specialist (CTIS)

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