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Skills

  • Quick learner
  • Advanced music theory
  • Contract negotiation/review/drafting
  • Product ordering
  • Sales
  • Microsoft Office
  • Excellent with kids
  • Tax preparation
  • Excel in process
  • Budgeting

Work Experiences

  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Double-checked financial data for accuracy by comparing payment cards to identification.
  • Balanced cash drawers to maintain accuracy.
  • Was in charge of collecting deposits, fees, and payments, as well as processing all financial data and providing customers with receipts and change.
  • Assisted in the rollout of a new rewards program.
  • Achieved NPS rating of 15 in 2019.
  • Built rapport with regular guests, resulting in 15 positive reviews and multiple repeat visits.
  • Created detailed guest itineraries.
  • Configured automated systems for wake-up calls.
  • Greeted each newcomer with a friendly greeting and handed out a sign-in sheet.

Summaries

  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • Service-driven
  • Front Desk Customer Service is articulate and driven to succeed.
  • Pragmatic
  • Expertise in overseeing product development from concept to completion, including packaging design, marketing, and promotional materials.
  • Proactive
  • Focused on customer service
  • Professional with over 18 years of experience in project management and process improvement initiatives across the enterprise.
  • Innovative
  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.

Accomplishments

  • Recommended
  • Represented
  • Established
  • Process Improvement: Created new departmental procedures manual. Assessed organizational training needs.
  • Implemented a new feedback system, leading to a 48% increase in customer satisfaction ratings and insightful guest experience data.
  • Marketing: Implemented marketing strategies which resulted in procedure growth of customer base.
  • Monitored
  • Streamlined
  • Proposed
  • Ensured

Affiliations

  • Certified Front Desk Representative through AHLA - Formal recognition of skills in guest registration, reservations, and addressing customer service needs effectively, 2019.
  • Member, Global Customer Support Association - Engaged in continuous learning opportunities about improving front desk support and upgrading guest services, program.
  • Member, Professional Association for Customer Engagement (PACE) - Focused on building stronger customer connections and improving real-time front desk communication, metric.
  • Certified in Guest Service Gold® - Completion of this customer-focused training through the American Hotel & Lodging Educational Institute (AHLEI), 2018.
  • 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.
  • Affiliate, National Concierge Association (NCA) - Engaged in forums to improve front desk concierge services, streamlining guest interactions and room request handling, metric.
  • Member, Guest Service Professionals Network (GSPN) - Networking with other customer service specialists to refine techniques in personalizing guest experiences, initiative.
  • Volunteer, Annual Hotel Front Desk Training Retreat - Assisted in planning and training for upcoming front desk representatives on customer satisfaction best practices, 2015.
  • Active Member, Hospitality Sales and Marketing Association International (HSMAI) - Participated in initiatives for elevating the guest service standards at the front desk, standard.
  • 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.

Certifications

  • Property Management System (PMS) Software Certification – Salesforce
  • Communication Effectiveness in Customer Service – Meridian
  • Hospitality Leadership Certificate - Northwind
  • CRM Guest Account Management Certification – Asana
  • Certified Protection Officer (CPO)
  • Certified Hospitality Revenue Manager (CHRM) – Ironclad Systems
  • Customer Experience Management Program – Lakeside Partners
  • CRM Software Proficiency – Power BI
  • Certified Hotel Administrator (CHA) - Vantage
  • Hospitality and Tourism Management Diploma – Summit Group

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