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Skills

  • Tax preparation
  • Multi-Task Management
  • File/records maintenance
  • Financial records and processing
  • Customer service
  • Results-oriented
  • Contract negotiation/review/drafting
  • Client-focused
  • Microsoft Office
  • Territory Sales Experience

Work Experiences

  • Coached on customer service strategies.
  • Coordinated guest arrival logistics.
  • Coordinated airport transfers.
  • Collaborated with the security team.
  • Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
  • Double-checked financial data for accuracy by comparing payment cards to identification.
  • Sorted mail and other important data, ensuring that all messages were delivered quickly to their intended recipients during process absence.
  • Acknowledged with the Employee of the Year for excellence in customer service.
  • Created detailed guest itineraries.
  • Actively collected guest input.

Summaries

  • Innovative
  • A quick study who has worked in a variety of design fields to help companies strengthen their brands and grow their revenue.
  • Customer-focused
  • Demonstrated ability to cultivate relationships with key retail clients in order to expand client accounts and maintain business growth.
  • Motivated
  • Customer service specialist with 10 years of initiative experience who is dedicated and detail-oriented.
  • Resourceful
  • Versatile
  • Dependable
  • I worked on films that screened at Asians on Film Festival, Boston International Film Festival, Tri-Cities Fantastic Fest, and Mile High Horror Film Festival, among others.

Accomplishments

  • Recommended
  • Collaborated with the housekeeping team to ensure rooms were prepared within tight deadlines during high occupancy periods, maintaining overall guest satisfaction.
  • Created
  • Streamlined
  • Documentation: Wrote and edited documents to keep staff informed on policies and procedures.
  • Achieved a 20% increase in return guest bookings by delivering personalized services based on guest preferences and feedback history.
  • Monitored
  • Collaborated with hotel marketing team to design personalized welcome packages for VIP guests, earning 12 positive reviews during major events.
  • Integrated
  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.

Affiliations

  • Certified Hospitality Supervisor (CHS) - Completion of this supervisor-focused program provided by AHLEI to better manage front desk staff and improve service consistency, 2018.
  • Attendee, National Hospitality Conference - Presented strategies on how cross-training front desk staff can improve hotel operations and guest satisfaction, 2021.
  • Member, Society for Human Resource Management (SHRM) - Involved in professional development for improving team leadership and cross-training programs for front desk teams, framework.
  • Member, The Ritz-Carlton Leadership Center Alumni Association - Alumni member after completing their courses focusing on excellence in customer service and personalized guest experiences, 2015.
  • Alumnus, Hotel Management Leadership Training Program - Completed leadership-focused coursework with a concentration on front desk operations and optimizing guest interactions, 2022.
  • Member, Boutique & Lifestyle Leaders Association (BLLA) - Engaged with peers to develop and elevate service quality at boutique or luxury hotels, program.
  • Certified Hospitality Manager (CHM) - Earned through AHLEI, focusing on leadership and supervision for front desk operations in the hospitality industry, 2018.
  • Certification in Service Excellence - Completed professional coursework designed for front desk and front-line service professionals to enhance efficiency in customer support, 2018.
  • Event Coordinator, Hotel Front Office Best Practices Workshop - Organized and led training sessions for front desk staff to improve efficiency in managing guest issues and escalations, 2017.
  • Member, Guest Service Professionals Network (GSPN) - Networking with other customer service specialists to refine techniques in personalizing guest experiences, initiative.

Certifications

  • Customer Service Excellence Program – Ironclad Systems
  • Customer Experience Management Program – Lakeside Partners
  • Certified Hotel Administrator (CHA) - Vantage
  • Hospitality and Tourism Management Diploma – Summit Group
  • Service Excellence in Hospitality Training – Meridian
  • Certificate in Front Office Management – Vantage
  • Advanced Customer Service Techniques Certification - Brightline
  • Hotel Management Certificate – Northwind
  • Front Office Operations Certificate – Lakeside Partners
  • Certified Hospitality Supervisor (CHS), Ironclad Systems

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