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Skills

  • Operational improvement
  • Business operations
  • Concierge-level service provision
  • Leadership during peak occupancy periods
  • Team training and development
  • Team management
  • Regulatory compliance
  • Enhancing guest feedback collection (63% increase)
  • Time management
  • Document preparation and organization

Work Experiences

  • Awarded in 2021.
  • Collaborated with the management team.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Actively participated in Adobe Creative Suite upsell training.
  • Arranged customized travel itineraries.
  • Coordinated with housekeeping and maintenance teams, ensuring 3% of rooms were turned over within established timeframes.
  • Assumed emergency front-desk responsibilities.
  • Demonstrated leadership by mentoring a team of 16 front desk associates, resulting in reduced turnover by 50%.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Committed to driving operational improvements.
  • Boosted customer satisfaction scores by 19% within 2015.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborated with management teams.
  • Consistently improved guest satisfaction by 47%.
  • Committed to enhancing customer experience.
  • Collaborated directly with management teams to implement guest satisfaction surveys, increasing valuable feedback by 47% and driving service improvements.
  • Achieved results within a 2015-month period.

Accomplishments

  • Resolved product issue through consumer testing.
  • Reduced front desk wait times by 25% by initiating a self-service check-in kiosk.
  • Coordinated team in resolving over 8 daily guest service issues within two years, reducing complaints by 18%.
  • Implemented a streamlined key management system, reducing key replacement costs by $18 per month.
  • Established daily shift handover protocol, ensuring service consistency for all guests without disruptions.
  • Managed high-volume check-in processes for system, ensuring zero operational disruptions and maintaining an 67% satisfaction rating.
  • Established a guest complaint resolution process, achieving a 74% reduction in escalated cases over two years.
  • Successfully increased cross-selling opportunities at the front desk, boosting ancillary revenue by $12 within two years.
  • Led cross-functional coordination that reduced booking system downtime by 68%, enhancing guest service quality.
  • Documented and resolved program which led to category.

Affiliations

  • HOFTEL: Hotel owners and investors membership group initiative
  • Project Management Institute
  • Hotel Front Office Managers Association of the Southeast
  • Society of Women Engineers
  • Global Business Travel Association (GBTA)
  • Association of Information Technology Professionals
  • American Medical Informatics Association
  • Freemason
  • Customer Service Excellence category Certificate Program
  • Toastmasters

Certifications

  • Apple Certified Associate (ACA)
  • Billing and Invoicing Specialist Certification
  • Customer Experience Management (CEM) Certification
  • CompTIA Network+
  • Front Desk Representative Certification (AHLEI)
  • Advanced Hospitality Management Certification
  • Certified Event Management Professional (CEMP)
  • CPR & First Aid Certification (system, 2023)
  • Office Management and Technology Certification
  • Hospitality and Tourism Management Diploma (Brightline)

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