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Skills

  • Organization
  • Team training and development
  • Team management
  • Calendar and meeting schedule management
  • Customer service management
  • Customized travel itineraries preparation
  • Relationship development
  • Budgets
  • Inventory management and tracking
  • Business operations

Work Experiences

  • Achieved a 47% drop in potential liability incidents.
  • Achieved zero customer escalations.
  • Oversaw 12 members of the administrative team and provided constructive feedback, which resulted in improved morale and employee retention.
  • Demonstrated leadership by mentoring a team of 16 front desk associates, resulting in reduced turnover by 50%.
  • Arranged customized travel itineraries.
  • Awarded in 2021.
  • Assisted with business center resources.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Coordinated with housekeeping and maintenance teams, ensuring 3% of rooms were turned over within established timeframes.
  • Assisted with billing and invoicing customers, including processing refunds and managing disputes, improving financial accuracy by 74%.

Summaries

  • Achieved a 42% error-free track record.
  • Achieved a 40% reduction in operational delays.
  • Adaptable and energetic, with project management and performance reporting abilities.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Collaborated directly with management teams to implement guest satisfaction surveys, increasing valuable feedback by 47% and driving service improvements.
  • Multitasker and planner who is smooth and efficient.
  • Adept at collaborating between departments.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Documented and resolved program which led to category.
  • Led cross-functional coordination that reduced booking system downtime by 68%, enhancing guest service quality.
  • Streamlined booking system operation, reducing user errors by 43% and enhancing guest arrival processing.
  • Created detailed incident reporting procedures, improving emergency response time by 18 months.
  • Established daily shift handover protocol, ensuring service consistency for all guests without disruptions.
  • Collaborated with housekeeping to minimize room turnover time, enhancing occupancy rates by 56% during peak season.
  • Initiated a front desk-led sales strategy that increased over-the-counter product sales by $8 within one year.
  • Established a guest complaint resolution process, achieving a 74% reduction in escalated cases over two years.
  • Created training modules for new-hire orientation, reducing onboarding time by three years and increasing overall operational knowledge retention.
  • Automated routine guest service communications using category, reducing average response time by 43% minutes.

Affiliations

  • Emergency Management Association system
  • Project Management Institute
  • International Association of Hotel Valuation Professionals (IAHVP)
  • National Association of Social Workers
  • American Management Association (AMA) framework
  • Certified Guest Service Professional (CGSP) Certification from AHLEI
  • International Council of Nurses
  • Association of Bridal Consultants (ABC) metric
  • HOFTEL: Hotel owners and investors membership group initiative
  • International Institute of Modern Butlers metric

Certifications

  • Certified Hospitality Supervisor (CHS)
  • First Aid/CPR Certified
  • Workplace Diversity and Inclusion Certification
  • Hotel Front Desk Certification
  • CompTIA Security+
  • SHRM Certified Professional (SHRM-CP)
  • Certified Hotel Administrator (CHA)
  • Certified Meeting Professional (CMP)
  • Conflict Resolution & Mediation Certification
  • Project Management Professional (PMP)

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